Frequently Asked Questions


Goods are not supplied on a trial basis. We do warrant the suitability of any goods for a particular purpose and the shopper should always check with the manufacturer prior to purchase the suitability of a product for a specific purpose. All prices quoted are inclusive of VAT at the current rate. Postage and packaging costs are additional.

To protect our customers from fraudulent card use, we reserve the right to reject a transaction when verification of personal data cannot be obtained from the cardholders ' issuing bank.


How long will it take for my order to reach me?

We aim to pack and despatch your order within 24 hours of receipt. Please note that we do not dispatch orders on weekends or Bank Holidays. Delivery is normally within 3 working days. On the rare occasion that an item is not in stock, we will inform you via email as soon as possible with an estimated delivery date.

Most goods are sent via the Royal Mail for which a signature of receipt of goods is required. Hair Products Online Limited cannot be held responsible, for delays arising from the use of this service. Please allow five working days from the day after ordering before querying a non-delivery.

We reserve the right to choose the method of shipping, especially for larger orders. Goods ordered together may not necessary be despatched together.

Should you require a next day delivery or any special instructions please call the office where we will be pleased to help.

What will I be charged for delivery?

Our delivery rates can be found by clicking here.

Where possible we use packaging made of recycled material, which are after use recyclable & bio-degradable loosefill.

Will you despatch abroad?

Currently we only despatch to the UK. Any orders processed and paid for by the customer from outside the UK, without prior authorisation, will be refunded minus our merchant costs and associated fees in £ sterling.


What if I change my mind after I've placed my order?

In the first instance please click here to contact us and tell us of your intentions. If the goods have not been sent we can cancel and issue a full refund straight away. If the goods have been dispatched, we will refund less the cost of the shipping once the goods have been returned to us in their original state. Please note there is a £3.00 administration charge for all non-fault returns, outside of 10 working days.

Under the United Kingdom's Consumer Protection (Distance Selling) Regulations 2000 you can return any product to us, providing they are in an un-used, un-opened and in an 'as new' condition within seven days from the day after you receive the goods.

We recommend you send any products back to us securely packaged using a certified delivery service, enclosing a copy of the original invoice and any free gifts. If there is no fault with the product we do not refund delivery charges. This does not affect your statutory rights as a consumer.

How do I return an item to you?

If you wish to return goods to Hair Products Online the returns address is:

Hair Products Online
Unit 76, Sir Thomas Longley Road

This does not affect your statutory rights as a consumer.

How do I return a faulty item?

Within 28 days:
If your product is faulty, and returned to us in an otherwise as new condition, we will exchange for new or refund your original purchase price. Please contact Hair Products Online Limited in the first instance as there may be an occasion when you need not return an item. We can also supply you with a free returns service.

This does not apply to faults which have been caused by accident, misuse or neglect - for which there can be no refund or exchange.

After 28 days but within a year: Hair Products Online Limited guarantee all electrical products for one year from date of purchase. In this instance we will repair the item free of charge as per the manufacturers instructions. It is strongly recommended that the returned item is sent using a certified delivery service.

The above does not apply to outside the UK or to faults caused by accidents, neglect or misuse.

Hair Products Online sent me the wrong goods - what do I do?

Occasionally we may make mistakes and in the event that we have sent you the wrong goods please inform us at customer services immediately - via email click here to email us. We will issue a free returns service label if we require the goods back and bear the full costs for the return of the product and ensure you receive the correct goods at no extra cost to yourself.

Unfortunately, before we send out the correct goods we must have the wrongly sent goods back.

Shortages or damages

Goods must be inspected immediately by the shopper and any claim for shortages or damages must be made within 24 hours of receipt to Hair Products Online Limited.


All complaints should be written to the Director at the following address. The Sales Director, Hair Products Online Limited, Unit 76, Sir Thomas Longley Road, Rochester, Kent, ME2 4BH

We will acknowledge all complaints within five working days. We will advise the shopper of our process and keep them involved throughout the process. We are a member of and shoppers may use their dispute solving scheme.


Hair Products Online Limited will take payment via our website using a valid credit or debit card ( Visa, MasterCard, Switch, Solo & Delta). We use the service of a PSP (payment service provider), which in this instance is WorldPay. The transfer of details from our site to WorldPay are encapsulated using their own encrypted and digitally-signed protocol, this ensures that the information passed is secure and tamper proof. Any communication between the shopper and WorldPay is encrypted to the maximum strength supported by the shopper's browser using TLS or 128 Bit SSL. The shopper is also protected from fraudulent use of their card in a 'card not present' environment, by their card issuer. The card issuer provides the right for the shopper to dispute a transaction if the goods did not arrive or if the card was fraudulently used.

Payment of orders via WorldPay are confirmed via email. This is in addition to your order confirmation from Hair Products Online Limited.

You may also pay by cheque or postal order. Please place your order online & choose the cheque payment option.Please note goods are not sent without payment being cleared and there is a £10.00 administration fee for returned bounced cheques. Cheques or postal orders should be made payable to 'Hair Products Online Limited' and sent to the following address:

Hair Products Online

All transactions are cleared through WorldPay using a secure socket layer. WorldPay use Thwarte 2048 bit encryption systems. At the browser 128 bit SSL is used. All prices quoted are inclusive of VAT @ 20% and are in pounds sterling.


All contents of this site including text, images, and all other material is the property of Hair Products Online Limited or providers for which acknowledgement is given, and is protected by the United Kingdom and international copyright laws. All rights reserved.


Hair Products Online Limited does not warrant that the information supplied in its website as up to date, error free or accurate. Neither Hair Products Online Limited nor its employees shall be liable for any damages of any kind arising from the use of this site, including information given, whether oral or written.

Use of this site is governed by English Law under the exclusive jurisdiction of the English courts.

Hair Products Online are not responsible for information on any site that links to or is linked from our site as we have no control over this. Hair Products Online are only responsible for what we and our agents directly post on our own site.

Hair Products Online Limited reserves the right to amend any part of this site at any time.


Hair Products Online Limited are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

Data Protection Registration 28346040.
We collect information about you for 2 reasons: firstly, to process your order and secondly, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent.

We will give you the chance to refuse any marketing e-mail from us or from another trader in the future, please contact:

The type of information we will collect about you includes:

  • your name
  • address
  • phone number
  • e-mail address
  • order details

We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law.

If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

If you have any questions/comments about privacy, you should contact us via e-mail here:, or writing to:

C Noble
Data Protection Officer
Hair Products Online Limited
Unit 76, Sir Thomas Longley Road

VAT number: GB805 7646 17
Company registration: 04665836
Data protection registration: 28346040

WEEE Regulations

Click here to find out more