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.
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 protected] or by post at Customer Service Department, Electric Hairdressing Ltd, 18 Ship Street, Brighton, East Sussex, BN1 1AD.
Why has my payment method been declined?
Please check the card details you have entered including expiry date, billing address and security code.
If all of these are correct your card issuer may have declined your payment for other reasons. As they do not share this information with us it is advisable that you contact your card issuer directly.
You may be prompted by your bank to add a 3D secure payment password at the end of your order.
3D secure is an additional security layer for online credit and debit card transactions. It was developed by the credit card companies with the intention of improving the security of Internet payments and offered to customers as a verified service.
If you are having problems remembering your password please contact your credit card company in order to reset your password.
How do I change my account details?
It is easy to update or change personal details by clicking the 'My Account' link at the top of our website, login to your account and then you are able to amend your unique profile settings, preferences, payment methods and address book.