FAQs

Please find below a list of our Frequently Asked Questions. We continue to update this page everytime we receive a new question. If you can't find an appropriate question or answer below, don't hesitate to contact us via our contact us form or by emailing us on Customer Support.

1. When and how will I know my order has been placed?

You will receive an order confirmation email shortly after your payment has been made to notify you that we are processing your order. Please check the details of this email carefully especially the items you have ordered and the delivery address.

Following this, you will receive a delivery confirmation email that confirms we have dispatched your order. At this point your order is 100% confirmed and you will receive your goods in the time frame of the delivery option you have paid for.

 2. My order has not arrived or not all my items I ordered have arrived together. What should I do?

Depending on your order quantity, the value of your order and the size and shape of your goods ordered we may deliver your items in more than one delivery. Please wait until the estimated delivery time has elapsed prior to contacting us about missing items in your order. If you’re still concerned, refer to FAQ 3.

3. How do I contact you about my order?

You can contact us by completing our contact us form or by emailing us on Customer Support. Whichever method you choose to contact us, please provide us with your order number and the details of what you would like to discuss. We promise to respond to you within 24 hours from when you submitted your request.

4. What do I do if I provided incorrect information during my order?

Don’t worry. Please contact us as soon as possible. The best way to contact us is via our contact us form or by emailing us on Customer Support. Please remember to provide as much detail as possible, especially your order number. We will likely request additional information for security purposes to verify your identity.

5. How do I contact you regarding questions about how we handle / process your personal data, or if you wished to exercise your rights under the GDPR?

Please read our Privacy Notice for information about how we process your personal data, your rights under the GDPR and how to contact us for matters relating to your personal data. You may find the answer to your questions is provided in the Privacy Notice so please read this carefully prior to contacting us because you may get the answer to your question immediately.

In the event you require further information, please email us at privacy@superhaircare.com. To help us deal with your request efficiently, please ensure you provide clear details of your request. We will respond to you with further information within 24 hours of receiving your submitted request.

6. What do I do if one or more of the items in my order is damaged, faulty or you are not happy with the quality or your item?

Refer to our Terms of Sale, section 8 in particular.

Please inform us by completing our contact us form or by emailing us on Customer Support. Please provide us with your order number and the details of the fault or issue, please provide as much detail as possible as this will expedite the process. We promise to respond to you within 24 hours of receiving your submitted request.

7. How do I return one or more of my items?

Refer to our Terms of Sale, section 8 and section 9 in particular.

The best way to inform us is by submitting a return-note using our Online Refund Tool. This is the best way to manage returns as the online tool allows you to keep totally informed of progress at any point in time.

Alternatively, you can complete our contact us form or by emailing us on Customer Support. Please provide us with your order number and the details of the item you would like to return, please provide as much detail as possible as this will expedite the process. We promise to respond to you within 24 hours of receiving your submitted request.

8. What is the cost of delivery?

We want our delivery cost to be the best possible price, so rather than charge a fixed price we vary our price depending on the size and weight of your order. This ensures you are offered the cheapest option available. Our delivery page provides full details of our delivery page.

9. Where do you deliver?

We currently deliver across the UK and Europe (Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden). We hope to ship worldwide soon and will keep you up to date.

10. What payments methods do we accept?

We accept payment with Visa, Mastercard, Amex, PayPal, Google Pay and Apple Pay.