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FAQ's

Orders
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?

If your promotion code is not applying we advise to first check that the code has been entered exactly as displayed with no spaces. Please note that you can't use the same promotion twice, so if you've used this promo code before it will recognise this and not be redeemable.

There are usually minimum spends and specific terms and conditions for each of our promotional codes so please make sure to check the specific terms and conditions of the offer you are trying to use to ensure you qualify. These should be available via the service messaging when an event is running

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 there are no items in your basket showing as ‘not available’ as this may restrict you from proceeding. Please ensure all mandatory fields are completed particularly the address field .Please double check the city/town as this field must be entered. If you are still having issues please contact www.salon-services.com/contactus.

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 order did not arrive next day

Please be aware we are unable to offer next day delivery for our Republic of Ireland customers. For more information on our current delivery times please check our delivery page.

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.

Delivery

Please note that due to new delivery restrictions coming into effect from 1st January 2021 there are new restrictions of what can be delivered to ROI from our UK warehouse. All exclusions are called out on the relevant product pages so please check before you purchase for ROI delivery.

Do you ship to the Republic of Ireland and how long does delivery take?

Yes, we do, however please note that our warehouse is based in the UK and so deliveries might take a bit longer. With effect from 1st January 2021, all orders have to go through customs clearance as the UK is no longer in the EU. This can sometimes cause delays.

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 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. If you still require the goods please email use the Contact Us page to send us a message 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.

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.

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.

Why is my order taking so long to arrive

As a result of changes to cross border transport following Britain leaving the EU some of our orders are taking longer than usual – due to customs delays that are outside of our control. We hope that these are initial teething problems and look forward to a speedier service in the coming months.

Do you ship to other European countries

We have specialist websites in France, Germany and the Netherlands.

Pro-Duo France
https://www.pro-duo.fr/

Pro-Duo Germany
https://www.pro-duo.de/

Pro-Duo Netherlands
https://www.pro-duo.nl/

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.

Payment
What payment types are available

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

My online account facility is not working ?

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 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 keyaccounts@uk.sallybeauty.com 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 UKAR@Sallybeauty.com 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 sallybeauty.co.uk

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 emailing us: 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.

On receipt of the goods back to our warehouse and confirmation that the goods have been unused we will refund this for you. Once a refund has been actioned please allow 3 to 10 business days to show in your account.

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 (excluding equipment) as long as you provide your invoice as proof of purchase. Please note that if you have paid via PayPal this option is not available but you are able to return via post at your own cost.

Postage costs
Uplift at chosen address €20 + vat per box

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

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 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.

Trade card
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.

Can I set up my trade card on my phone?

Do you ever forget to bring your card to store? Fed up of carrying so many cards? There's an easy way to ensure you always have your Trade Card on you by setting it up on your phone using the Stocard app.

To set up your trade card on your phone please follow the following steps:
1. Download the Stocard app (it's free) from your App store.
2. Click on the button to add a card.
3. Search for Salon Services
4. Scan the barcode on your physical trade card or click to enter your trade number manually.

My Trade Card has been lost or stolen

Please email us at Tradecard@salon-services.com 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.

Alternatively you can get your trade card on your phone by downloading (for free!) and using the Stocard app. All you will need is your trade card number to set up your account. 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.

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?

You don’t need a trade card to shop with Sally Beauty. In order to shop with Salon Services, you either must carry a trade card on you or have it downloaded on your phone from the Stocard app. If you lose your trade card or it gets stolen, you can request a new one on your online account or emailing Tradecard@salonservices.com

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 online courses still hold the same accreditation as face to face options?

Yes they do, due to the current pandemic and government guidelines accrediting bodies have updated the rules on accreditation providing the course includes contact with a professional educator through a webinar system.

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

Unfortunately due to the current climate we have no immediate plans to restart customer education in stores in order to keep our customers and staff as safe as possible. We will keep you as updated with any updates from the accrediting bodies on how best to proceed with training in the future.

What happens if Covid-19 restrictions change in my area and I am unable to get a model to complete my course?

We strongly advise you to check current local restrictions before signing up for a course as a majority of them require the use of a human model which may be affected by ongoing regional restrictions. If local restrictions do get in the way of you completing the course we would advise you to wait until restrictions have been lifted for your area before continuing but do stress that the online courses are meant to relieve pressure by giving you 6 months to complete at your own pace to cover this eventuality.

If you have already purchased an online course and booked in a timeslot for you practical webinar then we would advise you to contact the course provider to discuss your options as under usual circumstances there is a booking amendment charge of £20. If you are unable to attend due to legal restrictions as a result of the current pandemic we will offer you an alternate assessment date with the booking amendment charge waivered.

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 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.

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.