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Can I cancel my order?

Once your order has been placed we are unfortunately unable to cancel or make any amendments to the order.

My promotion code is not working?

Please ensure that you are logged in to your account and have entered the code correctly. Please check the code terms and conditions for any excluded items and minimum spend.

For further help, please see our Promotions Explained page.

Are online orders included in the Wella rewards promotion?

The Wella stamps are an ‘in store’ promotion only. Therefore, we cannot accept this promotion if you try to apply online. To find your nearest store to redeem this offer, click here.

I can’t proceed to/complete checkout?

Please check that you have logged into your account successfully. You may also need to review your basket and make sure that no items in your basket are showing as "not available". Please ensure all mandatory fields are completed, particularly the address fields. Please double check the city/town as this field must be entered. Please ensure that you select a method of payment, and read and tick the terms and conditions. If you are still having issues, please contact us here:

I have received my despatch confirmation with no tracking details

If your order has large/heavy equipment then this will not be despatched yet and you will have no DPD tracking on the email, Your goods will be sent via an alternative courier. We will be in contact soon to confirm delivery date which is approx. 7 to 14 days.

My basket has cleared but I haven’t entered any payment details?

This can sometimes be due to the payment screen timing out or closing the screen without cancelling. Please check and try again. If you are still having issues please contact

I have not received any offers or discounts.

Please be aware we no longer have VAT free days, click here to find out more.

We offer no guarantees on promotions and discounts each month. Please make sure your marketing preferences are up to date and you will always be the first to know.

Do you deliver to BFPO addresses?

Sorry, we are not currently able to deliver to BFPO addresses. We are sorry for any inconvenient this may cause.

I’ve received a text message saying my order’s been dispatched – when will this be delivered?

Your first text will advise an estimated delivery date this will also advise your tracking number. You will then receive a further text message on the day of delivery.

I’ve received a text message saying my parcel is out for delivery today but I will not be at that address?

On the text message sent on the day of delivery, you will be given 4 options if you are unable to accept delivery. This text can be replied to with your chosen option, or you can chose an option via the DPD app/website.

How do I track my order?

Go to DPD tracking and enter your tracking number. If you didn’t enter a mobile number at the time of the order you would not have received this via text message.

My parcel states ‘return to sender’ – what will happen next?

A refund for your goods will be processed automatically within 14 days of receipt at our warehouse.

How will my items be delivered if I am purchasing furniture and smaller items in the same order?

Items may arrive on separate days due to some stock being stored at our warehouse and other stock being sent directly from our suppliers. If this applies to you, this will be flagged at the checkout.

Will I be assisted with heavy items on delivery?

For large items and/or orders, you are advised to have assistance on hand as couriers will only deliver to the kerb side and will not enter premises or deliver up or down stairs.

If you require assisted delivery into your premises or up or down stairs, please contact us so we can make suitable arrangements.

An excess delivery charge will apply for this service and may be subject to a site survey. You must also ensure that any obstacles such as doorways are catered for.

What do I do if I haven't received my parcel?

In the case of non-delivery (of the entire order), you must notify us within 14 days of the date of our invoice. We will not accept any claims made outside of this time frame and delivery is deemed to have been made.

How long does it take for Salon Services to deliver?

Please click here to see our latest delivery information.

What should I do if I receive a message from DPD about import duties that need to be paid on my order?

We have been informed that there has been an message error from our courier DPD and some customers may receive an email/text reminder for import duties to be paid. This charge is covered by us, therefore if you have received any notification from DPD in relation to this please contact us using the contact us form and we will get back to you as soon as possible.

Click & Collect
Is Click & Collect available in my local store?

Our brand new Click & Collect service is now available across the UK. Please check your local store opening times before you travel to pick up your order. To find the stores contact information and address, simply use our store locator.

Are all products on the website available for Click & Collect?

Not at this moment in time. Click & Collect is available for over 5,500 products, which you will be able to see when visiting our website. If you would like to access the full range of your favourite hair and beauty products, you can still use our Home Delivery option.

Is Click & Collect free?

Yes! Click & Collect requires no minimum spend and delivery is free of charge.

How long will it take for my order to be ready to collect?

We kindly ask that you allow at least three hours for your selected store to receive your order and prepare it for collection. We will send you an email confirming your order is ready to collect, which is when you will be able to travel to your local store.

If you would like same day collection then please place your online order before 2:30pm. Any orders placed after this time will usually be ready for next day collection.

How long will you hold my order?

We will hold your Click & Collect order in-store for seven days before putting the items back in stock. If you haven’t collected your order within these seven days then we will process a full refund. This will take 3 to 10 business days to appear in your account.

What should I bring to the store when collecting my order?

Please bring your confirmation email to collect your order.

What should I do if I’ve changed my mind on a purchase?

We are unable to cancel or amend Click & Collect orders after they have been placed. If your order is not collected after seven days then we will process a full refund onto your original payment method.

There is an item missing in my order. Why has this happened?

When placing orders, sometimes an item may no longer be available when we come to pick it from the shelves. If we are unable to fulfil an order for any reason then we will automatically refund that item. Full details will be on your ‘ready to collect’ email.

What should I do if I want to refund/exchange an item after collecting my order?

Please return to the store where you collected your order. This is because we are unable to process Click & Collect refunds in other stores. If paid via credit card, the store will be able to refund you. If paid via PayPal, the store will action your refund request to our central customer service team. Subject to stock availability, exchanges will be processed in-store.

I haven’t received my ‘ready for collection email’ and it’s been over 3 hours?

Sometimes your emails from us will go into Spam/Junk folders instead of your inbox so please always check this first.
If after this time, you have not received your confirmation, Please contact your collection store or our customer service team who will be happy to look into this for you.

What payment types are available

We accept payments by all major Credit and Debit cards, as well as Google Pay, Apple Pay and Paypal.

My online account facility is not working ?

Since centralising our systems, we are no longer able to offer a credit facility in our stores or on our website. You can of course continue to purchase online using card or PayPal, or in store by cash or card.

I have received a letter advising me that I need to place orders on my account through key accounts?

This means you will now need to raise your purchase orders or raise orders on your credit account facility directly with our Key Accounts team. They can be contacted on and are on hand to give you the same personalised service and support.

I have received a letter advising me that my account facility has been closed ?

In light of the Covid-19 pandemic, we are centralising our systems and are no longer offering a credit facility in our stores or on our website. You can of course continue to purchase online using card or PayPal or in store using cash or card. If you would like to discuss your credit account facility please ask contact where a member of the accounts team will be able to discuss.

Trying to log in for the first time
Do I need to apply for a Trade Card?

You need a trade card to access our huge range of hair, beauty and barbering products at wholesale prices. Getting your Salon Services trade card is free and easy, you just need to prove you’re in the trade as a hair, beauty or barber professional. If you are studying for a qualification, you can apply for a student Salons Services trade card. Find out more here.

I can't shop on Salon Services because I'm not in the Trade

If you are not in the trade then you can shop on our retail site

How do I return an unwanted item? / How do I get a refund?

Please visit our Returns page to get all the information you will need if you wish to return a product to us.

How much will it cost to return my order if goods are unsuitable?

If you have paid by card you can return to any store free of charge.

If you have paid via paypal, or wish to return the item to us directly please note you will need to cover the cost of postage to us. If the item is faulty we will refund all postage costs to you.

We can arrange for a returns label to be sent to you - the cost of this is £5 plus vat (please note this is not available for Northern Ireland and the channel islands).

We are also able to arrange uplift directly from your chosen address at a cost of £11 + vat per box (for UK Mainland) and £20 + VAT per box in Northern Ireland and the Highlands.

Please note equipment is excluded from these prices and we can provide a quote on request.

How do I return a faulty item?

Please visit our Returns page to get all the information you will need if you wish to return a product to us.

Trade card
Can I set up my trade card on my phone?

Help the environment, never forget or lose your trade card and no need to carry lots of cards with you. Set up your trade card on your phone with these simple steps:
1. Log in
2. Navigate to My Account
3. Click on 'My Trade Card'
4. Add to Apple wallet or Google wallet or use the Barcode on your phone within 'My Account'

My Trade Card has been lost or stolen

To get back up and running quickly get the trade card on your phone for free. For a step by step guide on how to set this up please refer to the answer above Can I set up my trade card on my phone?

How long will my replacement card take to arrive?

Please allow up to 2 weeks for your replacement card to arrive.
Why not get the trade card on your phone its quick and easy to do. Please refer to the answer above Can I set up my trade card on my phone?

How can I update my details?

Log into your account to be able to update your home address, contact telephone number and preferences

How do I get a Salon Services card?

You can apply for a Salon Services Trade Card online or in your nearest store. You will need to provide documentation as evidence that you are either working in the Trade or are a Hair and Beauty Student - so please bring that with you if you are coming to store.

How much discount do you get with a Salon Services trade card?

With a salon services trade card you will receive wholesale prices that you won’t find in any of our Sally beauty Retail stores. As long as your marketing preferences are up to date you will also gain access to exclusive promotions that we are running.

How does a Salon Services card work?

With a Salon Services card you will gain access to over 5000 Hair, Beauty and Barbering products including Salon Exclusives - all at wholesale prices, as well as exclusive promotions.

Can you shop at Salon Services without a card?

In order to shop with Salon Services, you must have a digital trade card on your phone, or carry a physical trade card on you. You can easily get a digital trade card by logging into your account please refer to Can I set up my trade card on my phone? above. If you lose your trade card or it gets stolen, you can request a new one on your online account or emailing

Training courses

Please note that there are multiple course providers for online courses so FAQ’s may vary- for full FAQ’s by course provider please check the bottom of the relevant category pages.

I’m not sure what course is right for me – can you advise?

All course selections are booked based on individual needs and current qualification level. The full detail of the courses currently being offered are available in the prospectus available here.

Will I receive confirmation of my course booking?

Yes – the course will email you a confirmation within 48 hours of booking (excluding weekends and Bank holidays) to the email address you inputted at time of booking.

Please note that these emails may go into your junk/spam folder so please check this before contacting us.

Do you know when face to face courses will become available again?

We are pleased to advise that a selected number of face-to-face training courses have resumed and are taking place across a limited number of our training venues in the UK and Northern Ireland. Please see individual courses for locations and availability. There are currently no immediate plans for these to return in the Republic of Ireland.

Can I cancel and be refunded if unable to attend to one of the online courses or if changed my mind?

Once you have booked your place on a course there is no means of cancellation. If you fail to attend a booked course you will not be entitled to a refund or offered an alternative course.

However, if you have failed to attend a course because of a medical condition we can review the case by being presented with a valid medical certificate. Once confirmed, we may be able to offer you or a substitute delegate (as long as they have the required experience or qualification) an alternate date for the course you purchased or a place on an alternative course of equivalent value subject to an administration fee of £20.

Full details of training course T&Cs are available here.

What happens if I don't pass my webinar assessment?

In the rare event that you don't pass your assessment then you will be required to carry out and submit further case studies before receiving your certificate. If this causes you to require an additional webinar assessment then an additional fee may apply which will need to be discussed with the course provider.

What do I do if I’ve lost my certificate for a course I’ve completed?

Please contact us by clicking here and we will provide you with the training provider details to contact them directly. Please be advised that there may be a charge.

Is it possible to hire out a training room in one of your stores?

Unfortunately this is not currently possible but we will keep you updated on when the service will be next available.

I am part of a college/salon interested in training on my premises, is it possible to arrange this?

Yes this is possible, please contact our customer service team to discuss any enquiries.

About Salon Services
Is Sally's the same as salon services?

Sally Beauty and Salon Services are both part of the Sally Europe family. Sally Beauty is our retail side of the business with its 160 high street stores and website open to everyone regardless of profession or skill level. Salon Services is strictly trade only for professional, freelance & in-training hairdressers, beauticians and barbers.

Our 230 trade stores and website offer exclusive promotions for a wider variety of products at wholesale prices and specialise in supplying professional salon equipment. In order to shop with Salon Services, you will need to apply for a trade card.

Is Salon Services hair colour professional?

Sally Beauty supplies demi-permanent, semi-permanent & permanent hair colour used by salon professionals. Brands include L’Oreal Professionel, Schwarzkopf, Wella Professional, XP100 and Mydentity. Sally Beauty also supplies peroxides, developers, bleach powders, and tools suitable for any colour technique.