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Frequently Asked Questions


Can my order be delivered tomorrow?


I didn't receive a receipt with my goods, should I have?


Please can you send me a catalogue of your products?


Are all prices on the website trade?


How do I register for a trade card to enable me to shop in-store?


Will I get Privilege Points when I shop online?


I didn’t receive a confirmation email of my order, has it still gone through?


I've moved house since I last ordered, how do I change my address?


I've added a buy 1 get 1 free product to my basket however it is only displaying one; shouldn't I be getting two for the price of one?


I've just ordered an item of furniture as well as other products, will they all arrive together?


I've forgotten my password, how can I reset it?


I have a new email address, how do I update my account?


Why are delivery costs higher to offshore UK destinations?


Where will my training course take place?



Q. Can my order be delivered tomorrow?

A. Yes, as long as all items are in stock and tomorrow is a working day. We must also receive your order by 3pm (Monday to Thursday). Our next working day delivery service is available to all parts of mainland England, Wales and Scotland (excluding Rural Scotland). Please note that we dispatch parcels on a 'next day' service however next day delivery cannot be guaranteed as goods are delivered by a courier company on our behalf. Please note that the next day delivery service is not available during sale periods, for more information please see our delivery page.


Q. I didn't receive a receipt with my goods, should I have?

A. To save on paper, all receipts are made available to view online. Please go to 'My Account' and select 'My Account History', there you can view and print all your invoices.


Q. Please can you send me a catalogue of your products?

A. We do not produce a catalogue of our products as they are all listed on and ordered easily via our website (online catalogue). This helps us to ensure all information and products on our site are correct and up-to-date.


Q. Are all prices on the website trade?

A. Yes, all prices on this website are trade prices.


Q. How do I register for a trade card to enable me to shop in-store?

A. You’ll need to visit your local store with identification and proof you’re qualified in the hair or beauty industry. Please view our terms and conditions for a complete list of acceptable identification and trade qualifications. To shop online, please follow the online registration process.


Q. Will I get Privilege Points when I shop online?

A. No, Privilege Points can only be issued and redeemed when shopping in-store.


Q. I didn’t receive a confirmation email of my order, has it still gone through?

A. There are many possible reasons for not receiving your confirmation email. If you were displayed the order confirmation page (including your order reference) then your order has gone through. If you're still unsure please check your order history in the 'my account' section of the website.


Q. I've moved house since I last ordered, how do I change my address?

A. You can change your address details in the 'My Account' section, just click on 'My Address Book'.


Q. I've added a buy 1 get 1 free product to my basket however it is only displaying one; shouldn't I be getting two for the price of one?

A. Yes, please increase the quantity to 2 and 50% discount will be applied on these items.


Q. I've just ordered an item of furniture as well as other products, will they all arrive together?

A. Generally not, furniture is normally delivered directly from the manufacturers/suppliers, the remaining products will be dispatched by us. We recommend allowing 2 - 3 working days for these goods to be delivered and between 2 - 6 weeks for the furniture items.


Q. I've forgotten my password, how can I reset it?

A. Click the 'forgotten your password?' link found above the 'login' button. Enter your email address and you’ll be sent an email containing a link which will take you to the reset password page. This link will expire within 20 minutes for security reasons, if this happens you can simply request another link to be sent. If you do not receive a link by email, please check your spam/junk folders and make sure you are entering the email address you registered with. If you are still unable to login please contact customer services (during office hours).


Q. I have a new email address, how do I update my account?

A. Please login using your existing login details, visit the my account area and click on 'update my login'. Here you can enter your new email address, which you can use for future logins to our website.


Q. Why are delivery costs higher to offshore UK destinations?

A. We use a courier service to deliver all of our parcels. Whilst this maintains a high level of service, unfortunately courier companies are not able to offer a flat rate for all UK destinations. Due to the types of products we sell we’re unable to send parcels via Royal Mail.


Q. Where will my training course take place?

A. Courses usually take place at our stores, but please see our store locator for address confirmation as some training may be held at another location.


The new temporary location for Glasgow training courses:

The Avec Corporation Ltd, Air Cargo Centre Block B, Arran Ave, Paisley, PA3 2AY


The location for Tunbridge Wells training courses:

Hadlow Manor Hotel, Maidstone Road, Tonbridge, Kent, TN11 0JH



If the answer to your question is not listed above, please contact us.