Help

I am having trouble placing an order

We do have anti-fraud measures that will automatically fail any credit card tried three times in a 15-minute period. If your card has failed please try the following:

Check that we accept the card you are trying

Make sure that there are no spaces in the credit card number

Check that you have entered the correct expiry date of the card (you do not need to enter a start date or issue number if your card does not have one)

Ensure that you have entered the 3 digit Card Security Code from the back of your card
Try another card

If you are still experiencing problems making an order, then please contact us with your order details.

What are the delivery costs?
For details on our delivery costs please click here

When will I receive my order?
For delivery timescales please click here

What happens if I haven't received my order?

The parcel may have been delayed in the postal system. Parcels sent via 1st Class Post or via Airmail do not carry tracking numbers so cannot be tracked once they have left us. Royal Mail will not deem a parcel to be lost until it has been in the postal system (national or international) for a period of 10 working days. It is very rare for a parcel to take this length of time to arrive but we are unable to dispatch a replacement until this period of time has elapsed.

If your order still has not been delivered after 10 working days, please contact us and we can arrange for a replacement to be dispatched to you.

I have received a damaged item

Unfortunately some parcels do receive rough treatment in transit. Please contact us and we will arrange for a replacement to be dispatched to you as long as you contact us within 10 days of placing your order.

There is an error in my order

Please contact us and we will do our very best to make sure that any errors are rectified - though you must contact us within 10 days of placing your order.

I want to return an item(s)

We offer a full refund on the basis that the goods have been un-opened and unused and are in a re-saleable condition within 10 days of your order being placed. By this we mean that all packaging and or cellophane wrapping and tamper resistant seals must be intact. Sometimes manufacturers will apply a security seal to the outside of a box, for example GHD irons, if this seal is broken the item cannot be re-sold and will not be accepted by hairact.co.uk.
If the item(s) you wish to return meets our returns criteria then please return it to us using the following address:
Returns Department
Hairact
Unit 4
Turnstone Road
Dunfermline
Fife
Scotland
KY11 8JZ
We will refund the value of the goods upon receipt of them or exchange them if requested.
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.

An item is faulty

Please contact us and we can advise you of the next step.

Returning a Faulty GHD Hair Straightener
Your ghd hair straighteners are covered by a 24 month manufacturers warranty held with Jemella (ghd).
This warranty entitles you to a repair or replacement of your faulty hair straighteners. Simply return your faulty straighteners with proof of purchase and a covering letter describing the fault and remember to include your name and address to:
Jemella Ltd
PO Box 397
Keighley
West Yorkshire
BD20 0WX
If you have any queries, please contact Jemella Customer Services on 0845 330 1133
We advise all returns are sent by recorded delivery in order to ensure safe receipt. Jemella will provide you with a prepaid special delivery envelope if you contact them prior to the return.
Please allow up to 2 weeks for the return of your ghd hair straighteners.

I cannot apply a discount voucher
If you are experiencing problems when trying to apply a voucher code box on the Shopping Cart Page please contact us before placing your order as we cannot apply voucher codes after an order has been placed.

Can I change my order details?

You can change your order details as long as the order has not been shipped. This may change delivery times depending on whether the item is in stock. Please contact us to check the status of your order.

When will my order be processed?

Orders are processed between Monday and Friday 08:00am - 3:00pm GMT, excluding Public Holidays. We aim to dispatch "in stock" items on the same working day after an order has been placed.

Orders placed during a weekend, Public Holiday or after 3:00pm GMT will be processed on the next working day (Monday-Friday).

What cards do you accept?
Visa Credit, Visa Delta, Maestro (Dom), Mastercard, Solo, Electron.

What currency do you use?
All products are priced in United Kingdom Pounds Ł (GBP Pounds Sterling). We do not accept payment in any other currency.
For an up to date currency conversion to your local currency please visit www.xe.com/ucc/

When will I be charged?
Your card will be charged as soon as the SUBMIT button is pressed so we recommend that you check your basket carefully before placing your order.

Is my payment secure?
Yes! Our secure server software encrypts all your personal information including credit or debit card number, name and address.

What is a secure server?
A secure server webpage is different to a normal webpage. You will know you are on a secure webpage because the padlock (on explorer at the bottom and on navigator on the top toolbar) will be highlighted and closed.

What level of encryption do we use?
We use SSL (secure socket layer) level encryption. This is one of the most advanced encrypting technologies available today. Any information sent over the Internet is encrypted into an unbreakable code before it is sent. This ensures that no third party can intercept and decipher your personal information.

Shipment of Aerosols to non-UK destinations
Please note that due to strict Airmail regulations aerosols cannot be shipped by Air and are now shipped via "surface mail". Please be aware that this can take considerably longer than standard Airmail services. If you have ordered an aerosol with other items the entire parcel will be sent via surface mail.
We suggest making a separate order for any aerosol items to ensure timely delivery on the bulk of your order.

Where do you deliver?
We deliver to Europe, USA and most major countries. For a full list please contact us.

Will I have to pay customs duty?
All countries outside the EU have additional customs clearance charges. Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We regret that we have no control over these charges and cannot predict what they may be. For further details please contact your local customs authority.
*Please note we are not in a position to refund any customs/import duty paid. Please also note that due to strict Airmail weight restrictions some orders must be split into separate parcels before dispatch.

Which courier company do you use?
We use a combination of Royal Mail and APC for deliveries within the UK. We use Royal Mail Airmail, Geopost and Parcelforce to Europe and the Rest of the World.

Will my order require a signature upon delivery?
The majority of our orders will require a signature upon delivery however anyone at the specified delivery address can sign for the goods.

Can a parcel be left safe?
Unfortunately all parcels are required to be signed for. We offer the opportunity for you to change the delivery address from that of the billing address via the order process. This will enable you to ensure that someone will be available to sign for the goods.

How to Redeem your Voucher Code
Please read the following terms and conditions relating to the use and redemption of all voucher code offers at hairact.co.uk
VOUCHER CODES ARE NOT VALID IN CONJUNCTION WITH ANY OTHER OFFER OR ON SALE ITEMS
How to redeem your voucher code:
1. Simply enter the code into the promotional code box on the basket page.
2. Click update.
3. Proceed to checkout.

WHAT DO I DO IF I HAVE FORGOTTEN TO ENTER MY PROMOTIONAL CODE?
All promotional codes must be entered at the time you place your order and can not be applied after the order has been received by us.

If this has not answered your questions please email us enquiries@hairact.co.uk call us on 01383 889215 or write to us at Hairact, Unit 4, Turnstone Road, Dunfermline, Fife, KY11 8JZ, Scotland, United Kingdom