- What time does your customer service team operate?
- How do I pay for my order?
- When will my credit/debit card be charged?
- What about VAT?
- How do I use an offer code?
- Managing my Account
- What if I forget my password?
- Can I cancel my order?
- How can I change/update my contact details?
- Why can't I log into my account?
- Despatch and Delivery
- If I place an order, how long does delivery take and how much does it cost?
- My order is due for delivery today what time will it be delivered?
- What happens to my order if I am not in when the courier attempts to deliver it?
- I have received the wrong item in my parcel, what do I do?
- Returns and Refunds
- I need to return an item, how do I do this?
- How long will it take for my return to be processed?
- Product Information
- Do you sell spare parts for any items?
- Reward Points
- When will I receive my High Street Gift Vouchers?
What time does your customer service team operate?
Please feel free to contact our Customer Service Team on 0844 846 0111, 8am to 6pm Monday to Thursday, 8am to 5pm Friday and 9am to 1pm Saturday. We're closed on Christmas Day, Boxing Day and New Years Day.
How do I pay for my order?
Payment will be taken when all items in your shopping basket have been processed. Your payment details are automatically encrypted when you enter them. You can pay for your online order using; Visa, MasterCard, Solo, Maestro, Visa Electron or American Express cards.
When will my credit/debit card be charged?
Your credit/debit card will be authorised for the amount of your order at the point of checkout. Your credit card will then be charged for each invoice that is raised from that order until your order has been fulfilled.
What about VAT?
All prices are subject to VAT at ruling rates and is not charged on Educational Books. Our VAT number is 595 818 972
How do I use an offer code?
Simply add items to your basket. Enter the offer code into the 'offer code' box displayed before you proceed to checkout.
Managing my Account
What if I forget my password?
From the home page, click the ´Forgotten your password´ link and enter your email address. We´ll then send you a new password. Once you´ve got your new password, enter it on the sign in page and from ´My Account´ you can change the password to one you´ll easily remember.
Can I cancel my order?
You can cancel your order up until the time it is being prepared for despatch. You can do this online in My Account. It is only possible to cancel the whole order not specific items off your order. If your order has already been despatched it will not be possible to cancel.
How can I change/update my contact details?
If you are registered with us online, you can update and manage all your personal details, including your postal and email addresses. When you are on our main home page simply log in and click on "My Account".
Why can't I log into my account?
If you are experiencing problems logging into your account first check the email address and password you are using are correct. You may also find it useful to refer to the information included in the "Welcome to Salons Direct" email you received when you registered with Salons Direct. If you are still experiencing problems please contact an advisor on 0844 846 0111.
Despatch and Delivery
If I place an order, how long does delivery take and how much does it cost?
Our policy is to despatch goods within 24 hours of receiving your order, excluding weekends and bank holidays to UK mainland addresses. Delivery to The Channel Islands, Offshore islands, Highlands, Scottish Islands and certain areas of the UK may take slightly longer to reach you.
Orders over £30* to most parts of mainland UK have free delivery. This excludes any large or heavy items. Standard carriage charges apply at £4.95 plus VAT, however there may be additional charges on large furniture and heavy or special order items. Please call customer services on 0844 846 0111 for an individual quote.
Please note though that some of our items are sent directly from our suppliers, so are subject to a longer delivery time.
My order is due for delivery today what time will it be delivered?
Your order will be delivered between the hours of 7am and 6pm. The majority of deliveries will require a signature.
What happens to my order if I am not in when the courier attempts to deliver it?
If you are not in when our courier attempts delivery they will leave a calling card which will provide you with a direct contact number for your local depot. You can then collect the parcel directly from your local depot. For larger parcels, we will attempt to deliver on 2 further occasions, before it is redirected back to ourselves.
I have received the wrong item in my parcel, what do I do?
Every so often mistakes do happen, but we will endeavour to sort them out as quickly and efficiently as possible. If you have noticed that we have made a mistake with your order, please contact a customer service advisor on 0844 846 0111 to explain what you have received and you will be given a returns number. You can then send back the wrong item using our freepost address, making sure you obtain proof of postage. As soon as we receive the item back we will despatch the correct item for you.
Returns and Refunds
I need to return an item, how do I do this?
If goods have been ordered in error or are not as expected, please contact our customer services department on 0844 846 0111 to request a returns authorisation number. The relevant reference number must be quoted on accompanying documentation. Goods must be returned within 7 days of receipt, unused, in perfect condition and sent back in it´s original packaging. See terms and conditions for more information.
How long will it take for my return to be processed?
Our aim is to process your return on the same day we receive the item back in our warehouse. The maximum length of time it may take will be 4 working days. You will receive a confirmation credit note through the post as soon as the Return has been processed.
Do you sell spare parts for any items?
We do hold spare parts for some of our products. We listen to our customers and have created a list of spares following our customer´s feedback of the type of parts that may break or go missing. Please call us on 0844 846 0111 to let us know what spare part you are missing and we will do our utmost to be able to help. Some spare parts maybe free and others will be charged. Please ask when you call.
When will I receive my High Street Gift Vouchers?
Every 3 months you will be sent a statement of how many points you have accrued and you can redeem them for High Street Gift Vouchers. The minimum voucher redemption is £6. Every £1 spent will give you 3 Reward Points, so £200 spent gives you 600 points, which can be redeemed for a £6 High Street Gift Voucher. See terms and conditions for more information.