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Customer Services

We're here to help! You'll find answers to some of the most common queries below, but if you still have questions you can use live support (in the bottom right of your screen), email to customerservices@thesalonlook.com, or give us a call on 0207 965 7107.


Is it safe for me to pay online?

 

We consider your security to be of paramount importance while using our website. If you pay by credit or debit card, you will be directed to Worldpay's secure servers to enter your card details. At no time does The Salon Look have access to any of your credit card information. You can also pay using Paypal and, again, payment information will be handled directly by Paypal. If you still have reservations about making payment online, you can choose "telephone payment" during checkout - you can then call us on 0207 965 7107 with your card details or wait for one of our customer service operators to call you.

What happens after I place an order?

 

When you compete your order online you will receive an automated email with details of your order. If you do not receive an email, please check your spam folder - it might also be worth adding "sales@thesalonlook.com" to your address book. Orders are despatched within one working day (Monday - Friday), and usually on the same day if your order is received before 2:00pm. You will receive a shipment confirmation email once your order has been despatched.

Returns & Replacements

 

We want you to be totally in love with your shopping treats, but if they don’t hit the spot you may want to return them. Obviously this is highly unlikely, but just in case you do, you can cancel your order and return it to us within 30 days of the purchase date. However, it does need to be in its original state. So just to be clear, that’s completely unused, with seals intact and in its undamaged original packaging. As the items are your responsibility until they are back at The Salon Look HQ, it’s best to send them using a secure delivery service that requires a signature upon delivery.

But before you do, please give us a call on 0207 965 7107 or email Customer Services, quoting your order number, so that we can give you a unique authorisation number.

We won’t hang onto your hard earned cash, so refunds to the original payment method are made within two working days of an order being cancelled and the goods having been returned to us. Of course, if you are returning an order because it is faulty, we will refund your return postage too - just speak to someone in customer services for advice.

Delivery

 

Delivery is FREE to a UK postal address.

Place your order before 2pm and your order will be shipped on the same day. Orders placed after 2pm or at weekends or national holidays will be shipped on the following working day.

FREE shipping orders are usually sent by Royal Mail and typically take 3-5 working days for delivery. However, we use a variety of delivery services, and the method used for your order may vary depending on the items ordered and your location.

If your order is urgent you can alternatively opt for express delivery (just £5.95 per complete order to a UK address). Bear in mind that somebody will need to be in and able to sign for a courier delivery, so if nobody will be at home consider having your delivery sent to your workplace.

For orders going to destinations outside of the UK shipping costs are based on total order weight, so add your items to your basket, proceed to checkout, enter your address and country and the various shipping options and costs to your destination will be displayed.

Our ECO Policy.

We are acutely aware of our impact on the environment and The Salon Look is taking active steps to reduce its carbon footprint. We are constantly working towards and aim to be carbon neutral. Wherever possible we use recyled and recyclable packaging materials that are easy to dispose of in an environmentally friendly way. Our loose fill (packing chips), for example, is most definitely not polystyrene. We use environmentally friendly Eco Flo, a natural packaging material that is 100% biodegradable and fully compostable that is actually made of corn starch. Our boxes are all recycled and bear the RESY symbol confirming this.

And that's not all. Our main courier, Interlink Express, is also committed to carbon neutrality and has a Total Zero policy in place. Through Total Zero, Interlink Express will ensure that every parcel sent via its network will be carbon neutral - and at no extra cost.