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Returns

We hope that you have been happy with your recent purchase, however sometimes we know you need to return an item to us.

Our returns policy

Products are not supplied on a sale or return basis. If you are not pleased with your purchase for any reason our returns policy will apply.

Any product must be returned to us with 30 days of delivery to you or your purchase in store.

The products must be returned in their original condition, including outer packaging, unused and in perfect saleable condition.

Certain products cannot be returned. These include:

  • 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.

We will require you to inform us of your wish to return a product. We will then issue you with a Returns Authorisation Number.

If you are returning your item because you have changed your mind or the item is unsuitable you will be required to return the product at your own cost to us. You are responsible for ensuring that the product arrives safely to us so we strongly recommend that you return the product by recorded post. We will not be responsible for any loss or damage to products whilst being returned to us. For your convenience we can arrange for a returns label to be sent to you which we deduct from any refund due Please refer to our link here on costs

Delivery charges paid by you will not be refunded. Products which are given free, as part of an offer, cannot be exchanged or refunded unless the full offer is returned.

We reserve the right to charge a restocking fee of 10% of the refund which will be deducted from your refund.

We will refund you back to the original payment method used. Processing a refund can take up to 21 days from receipt of the returned products.

What if my product is faulty?

Where products are proven to be faulty we reserve the right to repair or replace the product or to provide you with a refund, in our absolute discretion.

Any refund will include the price of the defective product, any applicable delivery charges paid by you and your reasonable costs in returning the product to us. Please note that if you ordered several items in your order your delivery charge might still apply and will not necessarily be refunded.

You must contact our Returns Department within 30 days of receipt of the products if you wish to reject the products because they are faulty.

For orders placed online excluding (click and collect) Please use the returns form to register your request to arrange for goods return to Warehouse.

For online click and collect orders these must be returned to store for both card and PayPal payments

Can I return my goods to store?

Yes, you can also return a product to any one of our stores free of charge if you have purchased in store, or bought online paying with credit or debit card. However, lease note, PayPal Orders cannot be returned to our stores. Products cannot be returned to our Sally Outlet store in Basingstoke.

You will need to present the product together with your Invoice as proof of purchase.

This option does not apply to large/bulky furniture or equipment where you will need to contact us directly to arrange a return.

How do I return a product I bought using Click & Collect?

If you would like to return item(s) from your click & collect order please return them to the store where you collected your order. 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.

How to return an item

  1. Ensure that you meet the conditions above and have checked the item condition.
  2. Choose whether to return the item to store, or to send your return back to our warehouse.
  3. If returning to store you do not need to complete return form. Just ensure you have your invoice as proof or receipt
  4. If returning to Warehouse please complete the form on the link below to request authorisation to return your products to us.
  5. We will email you within 2 working days to give you guidance on next steps as well as a Returns Authorisation Number

Request a Return form