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FAQ's

Orders
I have received my despatch confirmation with no tracking details

We are aware of the issue and working to fix this. On receipt of your despatch confirmation please allow a further 3 working days to receive your delivery before contacting us.

Is there a limit on what I can buy?

Yes, we are currently limiting several products which are in high demand so that we can ensure all our customers have a chance to buy for their own use.

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 1890 253 402.

My order did not arrive next day

Please note next day delivery is not available for the Republic of Ireland orders.

With increased safety measures in our warehouse, and a very busy courier service, it can take a little longer than usual to get orders from us to you. Please be assured we’re doing our best to get orders to you as efficiently and safely as possible, but it may be a day or two later than our usual service.

When your order leaves our warehouse you should receive an email from us letting you know it’s with our courier, DPD. Please allow at least 3 business days from placing your order for this email to arrive. Please check your email spam folder before getting in touch with us.

Once you have this email your parcel delivery time will vary due to DPD demand. You can track your DPD delivery through their app or through their website.

Our customer services team are currently working from home, and are trying to get back to your emails as quickly as possible. We have put together these Frequently Asked Questions to try and help this backlog. We’d really appreciate it if you could bear with us and avoid sending a message unless you haven’t received your dispatch email after ordering 3 days ago.

Please be assured you will receive your order, it will just take a little longer.

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 1890 253 402 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 1890 253 402 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 1890 253 402 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.

I have not received any offers or discounts.

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.

Delivery
How much is delivery?
Delivery charges Republic of Ireland
Free delivery Standard delivery Furniture/ large items
Free delivery on orders over €75 (ex VAT)*. For orders under €75 (ex VAT), delivery will be charged at €6.10 (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 €75 (ex VAT) after any discount is applied you will not qualify for free delivery*

*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.

What are the delivery time options?

With increased safety measures in our warehouse, and a very busy courier service, it can take a little longer than usual to get orders from us to you.

Please be assured we’re doing our best to get orders to you as efficiently and safely as possible, but it may be a day or two later than our usual service.

When your order leaves our warehouse you should receive an email from us letting you know it’s with our courier, DPD.

Please allow at least 3 business days from placing your order for this email to arrive. Please check your email spam folder before getting in touch with us.

Once you have this email your parcel delivery time will vary due to DPD demand. You can track your DPD delivery through their app or through their website.

Our customer services team are currently working from home, and are trying to get back to your emails as quickly as possible. We have put together these Frequently Asked Questions to try and help this backlog. We’d really appreciate it if you could bear with us and avoid sending a message unless you haven’t received your dispatch email after ordering 3 days ago.

Please be assured you will receive your order, it will just take a little longer.

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.

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 1890 253 402 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 1890 253 402 or send us a message.

What is Love It or Return It?

‘Love it or return it’ means you can try something and if you don’t love it, you can return it within 30 days and get a full refund.

The following items are excluded: ghd products, hair extensions, hair pieces, clippers blades and other blades and any made to measure, custom made, special order or products shipped direct from a supplier (including furniture equipment and foot spas).

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.

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 €123 (inc VAT). When we are running a VAT Free promotion, we deduct the net price of the item down to €81.30. 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
Please note training courses are currently unavailable. We are sorry for the inconvenience and aim to get these back up and running as soon as it is safe to do so.