If you have received confirmation of shipping but your goods have not arrived, please ensure that you have allowed sufficient time according to the estimated delivery times shown for your area.
Please be advised that the delivery times shown for each area are based on an estimated date of delivery. On rare occasions delivery can take longer than specified.
In the first instance please check with your local mail delivery office to see that they are not holding your parcel. If they confirm that they do not have your goods, please contact us and we will do our best to assist, after the period set below. Please note that these times have been set to us by our postal service and are based on the guidelines set out to us regarding the processing and delivery of parcels; we are unable to re-ship, cancel or refund your order until after these time constraints have passed.
For UK deliveries: Please allow 14 working days to pass from date of dispatch.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us via email on our Contact page. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us via email through our Contact page. Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
Please contact our Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
If we sent you the wrong item
If the item is damaged or faulty
Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
How do I log a complaint?
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at email@example.com or by post at Customer Service Department, Electric Hairdressing Ltd, 18 Ship Street, Brighton, East Sussex, BN1 1AD.
Do you ship internationally?
Unfortunately we cannot ship internationally at the moment.
Any special requests can be sent to firstname.lastname@example.org and we will do our best to help as best we can.