We are here to help

ORDER ISSUES

WHERE'S MY ORDER 

Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

If you don't have your order number with you, you can get it by logging into your account HERE and then by going to 'Order

DELIVERY OPTIONS AND TIMES ?

We aim to deliver to the timescales outlined below

UK

Delivery option

Delivery time

Delivery price

UK STANDARD DELIVERY

up to 5 working days

£4.74 per order

UK NEXT DAY DELIVERY

If ordered before 2pm Monday - Friday

£5.46 per order

UK NEXT DAY GUARANTEE BEFORE 1PM

If ordered before 2pm Monday - Friday

£6.50 per order

EUROPEAN & REST OF THE WORLD

EUROPE STANDARD DELIVERY

3 - 5 working days

£12.60 per order

REST OF THE WORLD STANDARD DELIVERY

3 - 7 working days

£12.60 per order

WHY IS MY ORDER LATE ?

Are you sure it’s late? Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check delivery timescales here. If it's after 9pm on that date then it’s late. If it's before the advised delivery date and you've had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your delivery date has passed, please contact us by going to the 'Contact Us' tab on this page and have your order number ready.

MISSING ITEM(S) FROM ORDER ?

Not cool! We’ve either packed it wrong, it’s coming in more than one parcel or it’s fallen off the back of the wagon. If your expected delivery date has passed, then please contact us by going to contact us page and we will sort it for you.

WHY WAS MY ORDER CANCELLED ?

If you've placed an order and received a cancellation email from us, we're very sorry. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

CAN I CANCEL OR EDIT MY ORDER ?

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

CAN EXCHANGE AN ORDER ?

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

I RECEIVED A FAULTY ITEM, WHAT DO I DO ?

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this sorted for you please go to our 'Contact Us' form.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

  • -Your name
  • -Order number
  • -Product name and code (if applicable)
  • -Picture of the fault
  • -Description of the fault

(The product name and code can be found on your order confirmation email).

If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you recieve a reply as you won’t be able to attach the image on the form just yet.

MY TRACKING IS SHOWING MY PARCEL IS BEING RETURNED TO SENDER

The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us you can wait for your parcel to come back and we will credit on your hair4uonline account.you will recieve a gift receipt when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.

If the carrier was unable to deliver this time it may be worth considering when you next order to use an alternative delivery address where you know someone will be able to receive the parcel or selecting an alternative delivery option at checkout e.g. time specific delivery.

PRODUCT & STOCK

How can I purchase a gift voucher?

Simply selection the amount you would like to credit to the e gift card , checkout and pay.

Why have I received an email saying the item I've ordered is out of stock?

Too late, you missed it! We are a very fast paced online retailer and keeping up with latest trends is our bag. This sometimes means our best selling items can go out of stock, but the good news is if you keep checking back, styles/sizes reappear or simply click pre order on the product you want to order.

* Pre order item(s) can take up to 3-5 working days( excluding bank holidays )

I received a faulty item(s), what do i do ?

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this sorted for you please go to our 'Contact Us' form.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

  • -Your name
  • -Order number
  • -Product name and code - (if applicable)
  • -Picture of the fault
  • -Description of the fault

(The product name and code can be found on your order confirmation email).

If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you recieve a reply as you won’t be able to attach the image on the form just yet.

RETURNS AND EXCHANGES

What is your returns policy ?

1. OUR RETURNS POLICY

If you are a customer in the European Economic Area (EEA), you get 14 calendar days to return your order because you have changed your mind. This two week return period starts from the day of reciept purchase, all of the items in your order. Find out how to return your item(s) at number 4.

If you receive faulty goods, you may also have a right to return these goods and to ask us to replace them or get a refund.

2. FAULTY GOODS

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' form, or you can reach us via private message on Facebook or on Twitter.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

  • -Your name
  • -Order number
  • -Product name
  • -Picture of the fault
  • -Description of the fault

(The product name and code can be found on your order confirmation email).

If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you recieve a reply as you won’t be able to attach the image on the form just yet.

 

3. CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS

If you’re a customer in the EEA, you get 24hrs to cancel your contract with us

This 24hours period starts from the day you place your order . You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to cancel your item(s).

There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

Email us: sales@hair4uonline.co.uk

Call us : 01268833461

 

If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using   You`ll then receive a full refund as per the policy set out HERE.

Please note, we cannot offer refunds on cif the hygiene seal is not in place or has been broken.

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

 

4. UK CUSTOMERS ONLY - HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?

Hair4UOnline UK returns are free and easy!

1. Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached.

2. Cover your original address label with the Hair4UOnline returns label link can be found in here or via your Account

3. Return your package via the instructed Post Office, remembering to get proof of postage. Please don’t post your package through the post box without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.

Need a new label? Download the UK returns label form and remember to add your order number – you’ll find this in the Order History section on the My Account page.

Alternatively, you can click the link below to start your return and follow these steps:

1. Select your item(s) you wish to return from your order history

2. Choose your return option by selecting from one of our trusted carriers (including Collect+).

3. Print your returns label

4. Prepare your parcel – Using the original Hair4UOnline packaging, fix your downloaded returns label securely onto the outside of your parcel

5. Send off your Return Parcel

Click here to start your return

Please note: Free returns are only available via the returns portal link. Returns sent using any other method are at the customers own cost and liability.

 

5. INTERNATIONAL RETURNS - HOW DO I RETURN AN ITEM OUTSIDE THE UK?

Please follow the process below for returning your parcel to us.

1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.

2. Cover your address label with the Hair4UOnline returns label downloadable here

3. Return the package by using your local Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.

4. Keep your certificate of postage safe as you will need this as your proof of return. There is a returns label included in your parcel. If you have misplaced this label, you can download a new one below. Remember to add your order number if you download a new returns label. This can be found in Order History in 'My Account‘

How do i make a return ?

UK Returns

Returns are FREE and easy! Follow the simple steps below.

STEP1

Log onto our portal – 14 days to receive your refund

STEP2

Select one of our trusted carriers (Hermes, Royal Mail or Collect+) for a FREE 48 hour trackable returns service and print your label

STEP3

Post it off! Make sure you keep your proof of postage!

STEP4

Your return arrives back at Hair4uonline!

STEP5

Your refund is on its way! Please allow 14 days from the date you send your items back for your refund to be received

LOGIN TO PORTAL

Not using the portal ! then no problem...download return label here . Your refund can take up to 21 days to show in your account, that’s posting back, processing and the refund going through the bank system.

 

International Returns

STEP1

Repack the item with all the tags still attached.

STEP2

Download and attatch returns label onto the outside of your parcel.

 RETURNS LABEL

STEP3

Finally, post it off! Make sure you get proof of postage and keep it safe!


 

Please note: Free UK returns are only available via the returns portal link. Returns sent using any other method are at the customers own cost and liability.

You need to get it back to us within 14 days from the date on your receipt of purchase. For those in Australia, New Zealand, USA or Canada, you've got 28 days from the date on your delivery note.

We cannot offer refunds on any if the hygiene seal is not in place or has been broken.

I can't see the refund on my bank statement ?

Refunds are cheeky things and can show up in a couple of places:

1. Normally it shows on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times) 2. If its not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 7 days after this date depending on your bank’s processing time)

If you still can’t see it, give us a shout on the contact us form.

When can I expect my refund?

A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.

Return exceptions  

We cannot offer refunds on downloadable item(s) or if the hygiene seal is not in place or has been broken.

Do you refund delivery charges ?

Sorry! we do not offer refunds on postal charges.

Have you received my returned item(s) ?

It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer). If you paid for your order with a gift voucher or store credit, this will be credited back to your Hair4UOnline.co.uk account.

We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

Can i exchange instead of a refund ?

Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the 'How do I return?' section and reorder for a replacement.

STILL HAVE ANY QUESTIONS?

  +44 (01268) 833-461

  • info@hair4uonline.co.uk