FAQ
General Questions
Are your products authentic?
You can shop with confidence, knowing you're receiving professional-grade, authentic products.
Are you official stockists of Olaplex, K18, and ghd?
Where are you based?
Shipping
When will I receive my package?
We strive to ship all orders on the same day if placed before 12:00 PM. At checkout, you'll see an estimated delivery time based on your location.
- In-stock items: Typically ship from our storage facilities in Gelsenkirchen and Birmingham for quick delivery.
- Out-of-stock items: If a product is temporarily unavailable, we’ll need to wait for Olaplex, K18, or ghd to restock, which can take up to 5 business days. If this happens, we’ll keep you updated via email.
Rest assured, we’ll get your order to you as soon as possible!
What are the shipping costs?
Which courier do you use for shipping?
- Within Germany - We ship all orders using DHL for a fast and efficient delivery
- Within the UK – We typically ship via Royal Mail for reliable and efficient delivery.
- International orders – The courier varies depending on the destination country to ensure the best possible service.
Ordering and Payment
How do I make an order?
Shopping with us is simple! Browse our website, explore our range of products, and add your favorites to your cart.
When you're ready, proceed to checkout, enter your shipping and payment details, and confirm your order. From there, we’ll take care of everything and ensure your items are on their way to you as quickly as possible!
Which payment methods do you accept?
Can I modify or cancel my order after it’s been placed?
If you need to make changes or cancel your order, please contact us right away. Since we process orders quickly, the sooner you reach out, the better.
Once your order has been shipped, modifications or cancellations may no longer be possible, but we'll do our best to assist you.
Ordering and Payment
What is your return policy?
We want you to be completely satisfied with your purchase. If you're not happy, you can return unused and unopened products within 30 days of receiving them for a full refund or exchange.
To qualify for a return, items must be sent back in their original packaging and condition.
All packages are sent with a return label included for easy returns.
Can I return an opened or used product?
For hygiene and safety reasons, we are unable to accept returns of opened or used products unless the item is faulty or damaged upon arrival.
If you experience any issues with your product, please contact us, and we’ll be happy to assist you.
How long does it take to process a refund?
Refunds are usually processed within 5-7 working days after we receive and inspect your return. Once your refund has been issued, you will receive an email confirmation.
Please note that depending on your bank, it may take additional time for the refunded amount to appear in your account.
Pricing and Discounts
Why are your prices lower than other retailers?
We have agreements with Olaplex, K18, and ghd, allowing us to purchase large quantities of products at specific times.
By strategically buying during annual stock gaps, we secure products at discounted rates—savings that we pass directly on to you!
Do you offer discounts or promotions?
Yes! We regularly run special discounts, promotions, and seasonal sales. Keep an eye on our website and subscribe to our newsletter to stay updated on the latest offers.
For even more exclusive deals, be sure to follow us on social media!
Do you have a loyalty program?
We're excited to share that we're working on launching a loyalty program to reward our amazing customers!
Stay tuned for updates—you won’t want to miss it!
How can I contact customer service?
If you have an issue or question that requires immediate assistance, you can chat live with a Customer Service representative by clicking the button below.
For refunds, please allow 6-12 business days from the time your package is received by us for processing.
