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Terms, Conditions, Fequently Asked Questions & Answers
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Table of Contents:
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Fequently Asked Questions
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Q. When will I receive my order?
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Q. I have received a damaged item, what shall I do?
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Q. There is an error in my order that I have received
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Q. I cannot apply my discount voucher
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Q. What if I don't have a credit card or debit card to pay with?
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Q. An item is faulty, what shall I do?
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Q. I want to return an item(s)
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Q. Are you just an Online retailer?
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Your Order
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Q. I am having trouble placing my order, what can I do?
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Q. When will I receive my order?
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Q. Can I change my order or cancel it?
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Q. What happens if I don't receive my order?
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Q. An item is faulty, what shall I do?
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Q. There is an error with my received order
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About our Products
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Q. If a product comes in more than one size how do I select what size I want?
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Q. Are all your products available for world wide shipping?
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Shipping Costs
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Q. What shipping costs do you charge?
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Deliveries & Customs
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Q. Shipment of Aerosols to non-UK countries
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Q. Where do you deliver?
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Q. Will I have to pay customs duty?
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Q. Will my order require a signature upon delivery?
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Q. Can a parcel be left safe if no one will be in?
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Payments and Security
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Q. what cards do you accept?
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Q. What currency do you use?
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Q. When will I be charged?
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Q. Is it safe to order online?
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Q. Can I pay using my credit card over the telephone?
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When will i receive my order?
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Our orders are sent via Royal Mail Recorded Delivery and are normally dispatched on the same day as the order was received. Please note that this is not always guaranteed and some parcels can take slightly longer due to any postal delays during busy periods like christmas. if parcels are sent internationally then they are sent via Royla Mail Airmail, within europe orders can be expected to be delivered within 3 to 5 days, to the USA anything between 5 and 10 days and the rest of the world between 7 and 14 days. Parcels can also be delayed to customs proceedures as duty may have to be paid before your parcel can be delivered. Please note that we are not responsible for any customs duty that needs to be paid, nor responsible for any delays that is beyond our control.
International orders: We give you the option of choosing shipping methods with or without a signature when the parcel is delivered, Standard Airmail, Internationally Signed For, and Airsure, should you choose the option where it is standard airmail with no signature then we will NOT be held responsible if the parcel goes missing, we will obtain a certificate of proof of postage and email this to you, it will then be your responsibilty to track down the parcel with Royal mail, we will not resend any orders that go missing should you choose not to sign for it, nor will we refund any monies for the lost item, it is in your interest therefore to choose and pay for internationally signed for so you will then receive a tracking number, should the parcel then go missing we can then contact royal mail and track the parcel. International orders placed and not received must be reported to us within 2 weeks of the shipping date. We will not be held liable for the missing order after this period.
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I have received a damaged item, what shall i do?
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Unfortunately some parcels do receive rough handling whilst travelling in the post, if your items are damaged then please contact us either via email info@hairandbeautyconnection.co.uk or by telephone 01206 548033, you will need to send back the items in their original packaging stating what the damage was and also retain proof of postage, postage will be at the customers expense, on receipt of the damaged items we can arrange for it to be examined, we will then arrange for a new one to be sent out. In such cases like GHD's we will arrange for them to be sent away for testing to the manufacture.
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There is an error in my order that I have received
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All our orders are checked prior to dispatching to make sure that they are correct, occasionally if an error is made then please contact us immediately upon taking delivery and we will have the order rectified straight away, you will have upto 7 days to contact us, if that time lapses then we will not be held responsible to rectify the order.
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I cannot apply my discount voucher
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| You apply the code at the checkouts just before finalising your order, please check that you have entered the correct code or that it has not expired, as once you have paid for your order the code and discount can not be added after, any problems then please give us a call or email us. |
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Q. What if i don't have a credit card or debit card to pay with?
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If you don't have a credit card or debit card or you just dont want to pay for it that way then there are various options you can pay with, you could use your paypal account www.paypal.com or you could send a cheque made payable to Hair & Beauty Connection and send it with a copy of your order to :
Internet orders Dept, 9, Church Street, Colchester, Essex, CO1 1NF. Please note that if you send a cheque please put your details and cheque gurantee card details on the reverse of the cheque. If paying by cheque your order will not be dispatched until your cheque has cleared. |
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An item is faulty, what shall i do?
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| Please contact us on 01206 548033 or email us at info@hairandbeautyconnection.co.uk we can then advise you what to do next. You will need your original packaging for the item to be sent back to us. If it is GHD's then these will need to be sent back to the manufacture for testing. |
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I want to return an item(s)
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We do accept returns but must be done within 7 days from your order made, anything after that we will not accept back. If you are returning items just becuase you dont want them then please send them back un-opend un-used in a re-saleable order by this we mean not tampered with, cellophane not removed if on items, security tags not removed, otherwise we will not be able to accept them back and they will be directed back to you at your cost. Some manufacturers apply security seals to their boxes for example GHD's, if the seal is broken then we will not accept the items back as they are not re-saleable. When returning items to us please ensure that you include a brief explanatory note which must include your name, order Number and the reason for the return.
Any items returned will be at the cutomers cost and proof of delivery must be obtained, if not then we will not be held responsible for claiming the lost parcel/items.
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Are you just an Online retailer?
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| No, we have been an established Hair & beauty salon for over 28 years with a great staffing level, should you wish any advice on your hair, beauty or our product ranges then please feel free to give us a call on 01206 548033 this is a service that some online retailers cannot do becuase they are simpley just an online retailer, we have staff that are trained in different aspects of hair, beauty and product ranges that can advise you, or if you prefer to email us then please do so at info@hairandbeautyconnection.co.uk |
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I am having trouble placing my order, what can i do?
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| If you are using your card our banks merchant services have their own anti fraud protection in place, please check that you are entering your correct card details. If you are still having problems then please call us on 01206 548033 |
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When will i receive my order?
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| We aim to dispatch your order on the same day the order is received, although sometimes during busy periods they are dispatched within 48 hours of receiving your order. All orders are sent via Royal Mail. Please note that some products do go out of stock, should this happen then please allow 7-10 days for delivery. If an item is no longer available then you will be refunded. |
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Can I change my order or cancel it?
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| You may change your order or cancel it providing it has not been dispatched. |
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What happens if i don't receive my order?
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The parcel has been delayed in the postal system. Parcels sent via Royal mail 1st class of Airmail do not carry tracking numbers so cannot be tracked once they have left us. Royal Mail will not deem a parcel lost until it has been in the postal system for a period of 10 working days whether this is uk or international. It is very rare for a parcel to take this amount of time to arrive but we cannot send another until this time has lapsed. We record all items sent stamped via Royal Mail and recorded delivery should a parcel go missing, if this does we will instigate an investigation with Royal Mail to track the lost parcel and in any case claim compensation. Should a parcel be returned to us and uncollected by you the customer it is your responsibility to make sure you pick up your parcel from your post office or collection point should you not have been in to sign for your parcel, we will not be responsible for resending the goods back to you and any items requesting to be sent will be re sent at the customers cost. If you receive your item and something is missing from it you have upto 7 days to contact us to inform us that the order is missing items, if you contact us after that date then we will not be able to re send any further items deemed missing by you.
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An item is faulty, what shall i do?
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Please contact us via email at info@hairandbeautyconnection.co.uk or call us on 01206 548033 we can then advise you what to do next.
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There is an error with my received order
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All our orders are checked prior to dispatch, occasionally an error does happen, should this be the case please contact us immediately and we will rectifie the problem.
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If a product comes in more than one size or colour, how do i select what size or colour i want?
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To select the larger size on the product page use the drop down menu and choose your size, you can check that you are ordering the right size when you check your basket. Please note on some products it is necessary to order the pump to go with the product eg 1000ml sizes of paul mitchell shampoo will require a pump, once you have the pump there is no need to re order but just use it again when you purchase your next product. The same is with products that vary in colour, always make sure that you check your shopping basket to make sure that you have the correct size and colour you want.
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Are all your products available for world wide shipping?
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Most of our product are available for shipping world wide however there are some that are not, please contact us before placing your order to check.
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What shipping costs do you charge?
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| shipping costs are done on weight, you can always check the value of the shipping cost by entering your order which will then show you the shipping costs prior to making the purchase. |
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Shipment of Aerosols to non-UK countries
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Please be aware that products such as batteries, perfumes, aftershaves and aerosols can no longer be shipped outside of the UK due to Mail restrictions. To avoid delay to the processing of your overseas order, please do not add any of such products to your basket as we will be unable to fulfil your order.
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Where do you deliver?
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We will deliver anywhere in the world. We will also deliver to the British Forces, we will send your items to BFPO in London where the parcel will be signed for, it will then be the responsibility of the British Forces Post Office to make sure the item is delivered correctly.
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Will i have to pay customs duty?
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All countries outside the EU have additional custom charges. any custom or import duties are levied once the parcel reaches its destination country. Additional custom duty charges must be bourne by the recipient. We regret that we have no control over these charges and canot predict what the costs may be. For further infomation please contact your local customs authority. Please note: we do not refund or pay anything towards the cost of custom/import duty charges. also please note that due to strict airmail weights some orders may need to be split into separate parcels prior to shipping.
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Will my order require a signature upon delivery?
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From June 2011 we will send all of our orders recorded delivery so you will be required to sign for it, anyone at the address can sign for the parcel, if you are not in Royal mail will leave a collection note for you to pick up your items at your local post office.
If your order was placed before June 2011 items selected to be sent through normal 1st class post will not require a signiture and the parcel is not recorded , however we do obtain proof of postage.
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Can a parcel be left safe if no one will be in?
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If you would like your parcel left in a safe place or with a neighbour then please add the instruction on the delivery note, we can then follow your instructions. However, These instructions will need to be printed on the parcel for instruction to the post workers, should the parcel go missing after delivery then we would not be held responsible for it, a compensation form would then need to be filled in and investigated by Royal Mail.
If items are returned to us after attempted delivery and non collection from your local Post Office, these items will be dispatched again , however we will not be responsible for the shipping costs to resend your parcel, this will be passed on to the customer.
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what cards do you accept?
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visa, mastercard, switch, solo, maestro, american express, and visa electron. We also accept Paypal. Should you not wish to use any of these payment methods then we do accept cheques, please make cheques payable to Hair & Beauty Connection and send to 9, Church Street, Colchester, Essex, CO1 1NF, United Kingdom, please also send a copy of your order form with the cheque.
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What currency do you use?
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All products are priced in UK Pounds £ (GBP Pounds Sterling) We do not accept any other currency. For an upto date currency converter please visit www.xe.com/ucc/
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When will i be charged?
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Your card will be charged as soon as you submit your payment for your order, if you pay by cheque then please allow 3-5 working days for your cheque to be cleared.
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Is it safe to order online?
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We take security very seriously. Our servers are encrypted to protect all your personal details, our payment system is via Barclays merchant who have their own encrypted servers where again all your details and card details are protected. We use SSL (Secure Socket layer) which encrypts data sent over the internet in to an unbreakable code before details are sent. This ensures that no third party can intercept and decipher your personal information. It is certainly much safer than giving your credit card in a restaurant or mail order over the phone. All orders are subject to additional security checks once they have been placed. Should your billing address or card holder details not match the details held by the card issuing bank please contact us to confirm the correct information.
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Can i pay using my credit card over the telephone?
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No.If you want to place an order and are having problems with the online ordering process please call us on 01206 548033 where we would be happy to help you process your order on our secure online website.
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