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FAQ's

Orders
I have a problem with my order

Please notify us immediately of any discrepancies or damages with your order.

You can send us a message, or call us on 0330 123 1907.

My order did not arrive next day

Delivery times are quoted in good faith, however we cannot be held responsible for late deliveries caused by circumstances out of our control.

Please note that next day delivery is not available during VAT Free events.

Can I cancel my order?

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

I can’t find the products I am looking for

Products are listed with the associated product SKU, for example Salon Services Warm Wax – SKU 250000, if you do not have the SKU you can search for products by description or brand.

If you are unable to find what you are looking for you can call us on 0330 123 1907 and we'll be happy to help you. We can even place your order on the phone for your convenience.

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 not able to accept delivery. Text can be replied to with your chosen option.

How do I track my order?

Go to Parcelforce Track-Trace 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, but you can call 0330 123 1907 instead to track your order.

For Equipment orders please call 0845 600 1580 to track your order.

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

A refund for your goods will be processed. If you still require the goods please call 0330 123 1907 and if a refund hasn’t already been processed we can arrange to get your delivery resent.

Please be advised a notification email will be sent once a refund has been processed.

Delivery
How much is delivery?
Delivery charges UK (Home Delivery and Click & Collect)
Free delivery Standard delivery Furniture/ large items
Free delivery on orders over £30 (ex VAT)* For orders under £30 (ex VAT) delivery will be charged at £3.75 (ex VAT)* For all REM products and items weighing over 30kg, delivery is £20 (ex VAT)**

If the order total at checkout is less than £30 (ex VAT) after any discount is applied you will not qualify for free Home Delivery or Click & Collect.

Delivery charges Highlands and islands of Scotland, Channel Islands and Isle of Man
£10 (ex VAT)/ £12 (inc VAT)

*Free delivery excludes all REM items and items over 30kg. Individual delivery charges will be shown in your basket. Delivery times exclude weekends and Bank Holidays. Prices exclude VAT. Special order furniture/equipment delivery times may vary.

*This is a flat fee. You may purchase more than one REM and/or 30kg product as well as other products, the total delivery charge will be £20 (ex VAT). Free delivery does not apply. Click & Collect is not available.

What are the delivery time options?

Orders must be received by 5pm Monday to Friday in order to be delivered the next working day. Next day delivery is for UK Mainland only and only applies to items that are in stock indicated as next day on the product page.

Delivery to other areas, including Highlands, Islands and Republic of Ireland, may take up to two working days. Next day delivery times do not apply on Bank Holidays.

Orders placed after 5pm will be dispatched the next working day. Orders must be placed before 5pm Friday to be delivered on Monday. Special order furniture/equipment delivery times may vary.

Delivery on products purchased during VAT Free/20% Off events and promotions may take longer; please allow up to 7 working days for us to dispatch your goods.

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 premises kerb side and will not enter premises or deliver up or down stairs.

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

An excess delivery charge will apply for this service. You must ensure that any obstacles, such as doorways, are catered for.

Click & Collect
How do I use Click & Collect?

1. Place your order online. As part of the checkout process you will be offered the choice of Home Delivery or Click & Collect (if available for the product you have selected). Simply select one of your local stores, or enter a town or postcode for a choice of nearby stores that offer this service.

2. We will let you know when your order arrives in your chosen store. You will receive a 'ready for collection' email.

3. Head to store till point or speak to a member of staff to pick up your order.

What do I need to bring when collecting my Click & Collect order?

When you collect your order you must bring with you the order number (included in your order confirmation email) and the name of the person who placed the order.

Where does my Click & Collect order come from?

Click & Collect items are sent straight from our warehouse. This allows you to access hundreds of products not stocked in your local store.

How long do I have to pick up my Click & Collect order?

Please collect your Click & Collect order within 7 days of receiving your ‘ready for collection’ email.

After this date, your order will be cancelled, your item(s) will be returned to our warehouse and we will refund your purchase. Delivery charges paid by you will not be refunded.

Which stores are Click & Collect available to deliver to?

When placing your Click & Collect order online, as part of the checkout process simply select one of your local stores, or enter a town or postcode for a choice of nearby stores that offer this service.

Is Click & Collect free to use?

You will receive free Click & Collect delivery on all UK orders over £30 (ex VAT)*. For Click & Collect orders under £30 (ex VAT) delivery will be charged at £3.75 (ex VAT)*

*Delivery times exclude weekends and Bank Holidays. Prices exclude VAT.

When ordering on a VAT Free day, please allow up to 7 days for us to dispatch your goods to your chosen store.

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

Please inform us of your intention to return your product by contacting our Returns Department on 0330 123 1907 or contact us via email, and you will be given a returns authorisation number. Returned goods will only be accepted when a returns number has been given.

  • The product must be returned to us within 30 days of delivery to you
  • The products must be returned in their original condition, including outer packaging, unused and in perfect saleable condition
  • You should return the product at your own cost to the returns address. Ensure that the product arrives safely to us, we strongly recommend that you return the product to us by recorded post.
How do I return a faulty item?

If your product is faulty, you will receive a full refund of the product, any applicable delivery charges you paid and any reasonable costs you incur in returning the item to us, provided you notify us within 30 days of receipt of the products you wish to return.

You may also return an unwanted or faulty product to any one of our stores. Visit our Store Finder to search for your nearest store. You will need to present the product together with your delivery paperwork you have received with your delivery as proof of purchase.

Which items cannot be refunded?
  • Any made-to-measure, custom-made, special order products or products supplied direct from the manufacturer (including furniture and equipment)
  • Any product which has a security seal which you have opened or unsealed;
  • ghd products
  • Any product which, for hygiene purposes, cannot be returned which includes cosmetics, hairbrushes and combs, hair extensions and hair pieces, body jewellery, earrings or piercing tools, foot spas, scissors and blades and manicure/pedicure tools.
How do I return furniture?

To return furniture or equipment, please contact our Returns Department by calling 0330 123 1907 or send us a message.

What is Love It or Return It?

Our Love It or Return It policy allows you to shop with confidence and try products risk free. If you are not fully satisfied, you will have 30 days to bring back the used product for a hassle free refund

The following items are excluded: all hair electrical items such as hair dryers, straighteners and clippers (any product with a plug); all beauty electrical items including nail lamps, wax heaters etc. (any product with a plug); cosmetics; hair extensions and hair pieces; body jewellery, earrings or piercing tools; clipper blades and other blades; scissors; any made-to-measure, custom made or special order products (including furniture and equipment, foot spas); products shipped direct from a supplier; ghd; items purchased from Beauty Express or Shear Beauty.

Trade card
I am unable to log in online with my replacement trade card

Please call our trade card team on 0800 980 9961 - option 2, so we can update your online account with your new trade card number.

Why are prices not showing on the website?

As our prices are exclusive to trade professionals, you are required to log in with your Trade Card to view these prices.

My Trade Card has been lost or stolen

You can either call us on 0800 980 9961 - option 2, or you can also request a replacement Trade Card online. Just go to My Account and click on "Lost your Trade Card? Order a replacement".

How long will my replacement card take to arrive?

Please allow up to 2 weeks for your replacement card to arrive.

Beauty Express Customers
Why did Beauty Express close down?

Beauty Express and Salon Services are both part of the Sally Family. On October 29th, they merged together to become one destination for all of your Beauty and Hair needs.

What does this mean for me?

It means you will get all the same products and experience on Salon Services plus much more, exclusive access to trade prices, promotions, and Click & Collect to over 240 stores.

When does my Beauty Express account close?

Your Beauty Express account was closed on 29th October. You will no longer be able to shop on Beauty Express.

I placed an order recently on Beauty Express, how do I check my order status now it is closed?

If you placed an order on Beauty Express before it closed you can call us on 0330 123 1907 to check your order status and for any other order related queries you may have.

Trying to log in for the first time

If you had a Beauty Express account and received communications about the Beauty Express closure and move to Salon Services and are trying to log into Salon Service for the first time please try one of the below activation options:
1). Go to the Sign in page and sign in using your Beauty Express email address and password
2). Go to the sign in page and select ‘Forgot password’ and confirm your Beauty Express email address
3). Go to the sign in page, select ‘yes I have a card’ and follow the instructions

Do I need to apply for a Trade Card?

All customers who shopped with Beauty Express between July 2017 and June 2018, will have been automatically sent a Trade Card. If you only started shopping with Beauty Express since June 2018 then you will need to apply for a Trade Card here.

Can I return Beauty Express Products to Salon Services?

If you purchased on the Beauty Express website or via the call centre and have a Beauty Express receipt then you will need to return this via the call centre and should follow the current Beauty Express returns policy and not return in-store

If you purchased on Salon Services website and have a Salon Services receipt, then our normal returns policy stands.

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

Don't worry, if you are buying for yourself and not your business you can still shop with our Sally Beauty brand at https://www.sallybeauty.co.uk/.

VAT Free
How does VAT Free work?

Visit our VAT Free Explained page to find out how VAT Free events work.

I ordered on VAT Free. Why am I being charged VAT?

To comply with law we need to show a VAT content on all invoices, therefore we cannot show £0 VAT on your invoice.

All prices online are displayed excluding VAT, so we pre-discount your net goods first then add the VAT back on. For example, if you order an item costing £100 (ex VAT), the total you would normally pay is £120 (inc VAT). When we are running a VAT Free promotion, we deduct the net price of the item down to £83.33. Therefore when we add the VAT, the total you pay is £100, which would be the original price ex VAT.

The VAT Free offer means the total payable is the pre-VAT total of the merchandise. The offer cannot be used in conjunction with any other offer unless stated. VAT Free is only available on purchases paid in full on the day. Not all products/brands are included in VAT Free promotions. VAT Free can only be given once per transaction. All prices are exclusive of VAT. VAT registered customers can claim back VAT detailed on the receipt. We reserve the right to correct any printing or illustrator errors.

For more information visit our VAT Free Explained page.

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

All course selections are booked based on individual needs and also current qualifications. However we will aim to assist you in making your choice by answering any questions you may have.

To browse the full range of courses we offer, please visit our Training Courses page.

Where will the training courses be held?

Our training courses are held in Sally and Salon Services stores. You can select your chosen venue when booking your course.

To see a full list of training store venues, visit our Store Finder and filter by 'Training Room'.

My nearest store is not showing as an option on a course I wish to book?

All valid venues available are listed on the website however if a location is not showing please enquire with your chosen store directly.

I’m unable to attend my course. What do I do?

Please contact us via the contact email form. We will need the reason as to why you are unable to attend along with proof where applicable. Cancellations are looked at on an individual basis and not always guaranteed.

A £20 (ex VAT) fee may be applicable for any course transferred.

Will I receive confirmation of my course booking?

Yes – this will be emailed to the email address you entered at the time of booking. This will be sent with 48 hours prior to booking confirming date, venue, course and any addition requirements i.e. kit, model required etc.

What do I do if I’ve lost my certificate?

Please contact us via the contact email form where you will be given the training provider details for you to contact directly. Please be advised that there may be a charge.