FAQ's

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.

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.

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

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.

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.

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.

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.

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.

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.

Orders received by 4pm Monday to Friday (except Bank Holidays) will be dispatched the same day. All goods that we stock in our warehouse are dispatched from the UK mainland, so please allow 2-3 working days for delivery.

Orders received after 4pm are dispatched the next working day. Orders placed after 4pm Friday will be dispatched on Monday (except Bank Holidays). Please allow 2-3 working days for delivery. Special order furniture/equipment delivery times may vary.

Delivery on products purchased during VAT Free events and promotions may take longer, please allow up to 7 working days for dispatch.

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.

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.

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.

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.

To return furniture or equipment, please contact our Returns Department by calling 1890 253 402 or send us a message.

‘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).

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.

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

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".

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

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

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.

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 €16.67 (ex VAT) fee may be applicable for any course transferred.

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.

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.