Frequently Asked Questions
Royal Mail Industrial Action
Please note: Due to the Royal Mail Strike there may be some further delays with deliveries. To find out more please see the Royal Mail Website. https://www.royalmail.com/latest-news
What are your delivery rates?
- FREE UK Standard Delivery on orders over £30 Please note Next Day Delivery is currently unavailable.
- UK Standard Delivery for orders up to £30 is £3.95
- International Delivery (Up to 12 working days)
Delivery charges outside of the UK will be calculated at the checkout.
How will it be delivered?
All items destined for UK addresses are dispatched by Royal Mail 48 Hour Tracked courier service. We will send you an email after your order has been dispatched, confirming your order and providing you with an order tracking number so that you can trace the progress of your parcel. Orders outside of the UK will also be sent by a tracked courier service.
How long will it take for my order to arrive?
- UK Standard Delivery (Up to 7 working days)
- International Delivery (Up to 12 working days)
We are sorry to advise that we are not currently selling online to customers in the EU. If you still wish to buy label.m products from us, please email us at email@example.com. Alternatively, please contact your local stockist. We expect this to be a temporary measure and look forward to selling online into the EU in the near future.
Delivery charges outside of the UK will be calculated at the checkout
My order has not arrived what shall I do?
First, please go to the relevant courier's website and input the order tracking number included in your order despatch email to track its progress. If your order has not arrived within 7 working days of placing your order, please email us at firstname.lastname@example.org and we will do our best to locate it.
If no one is in to sign for a delivery, the carrier will leave a card with a contact number. Please contact the courier to arrange an alternative delivery day. The carrier may make further attempts to deliver your order, but if you do not contact them using the information on the card then they will return the delivery to us. We will then refund the purchase price but not the delivery cost.
Our Returns Policy
We hope you are pleased with your purchase. Should you wish to return any item(s) purchased from the TONI&GUY online shop, we will be happy to refund or exchange a product provided it has not been used and it is in a fully resalable condition. If you qualified for any free gift(s) on your order, these must also be returned in order for a refund to be processed. If the free gift(s) are not returned, you may be charged for the item(s) as well as your refund put on hold until the item(s) are received. Returns should be made within 14 days of the day after the date the item is delivered and in original, undamaged packaging. This applies to all of our products with the exception of digital items where the item has been downloaded and video or DVD products where the item has been unsealed.
If the item(s) returned is/are not in a fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund. This does not affect your statutory rights.
Please note that you will be responsible for the costs of returning the item(s) to us unless we delivered the item(s) to you in error, or if the item is damaged or defective. If we ask for a receipt to be included with your return, please ensure you only include the receipt. You should retain all the tracking information, proof of postage etc. If we do not receive the item back from you, we may arrange for collection of the item from your residence at your cost.
For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than £50.
To cancel your purchase within the 14 working day cooling-off period, please email us at email@example.com Please package the relevant item(s) securely and send it to us so that we receive it within 14 days of the day after the date that the item was delivered to you.
As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item's normal delivery charge. For more information on your right to withdraw from your purchase within the 14 working day cooling-off period, visit the Department for Business, Enterprise and Regulatory Reform's website at: http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html
Christmas extended returns policy from the 01-11-2022 to 31-12-2022. Customers have the right to return any pristine product bought in-between these dates, until the 31-01-2023
Return a Damaged, Defective or Incorrect Item
To return a faulty product or product delivered in error, please email us at firstname.lastname@example.org within 30 days for a returns authorisation number before posting the goods. Simply indicate the reason for your return, include the invoice with your return, and wrap the package securely.
IMPORTANT: YOU MUST RECEIVE A RETURNS AUTHORISATION NUMBER BEFORE SENDING ANY GOODS BACK TO US.
We will replace faulty products with the same, or refund your credit/debit card if the product is no longer available.
Please note that our returns policy is only valid for 30 days from receipt of goods. If goods are not sent to us by recorded delivery and/or in cases where goods are lost or not received, we cannot be held responsible for any loss sustained.
In the event of a replacement being issued for a damaged, defective or incorrect item, you must, if requested, return the original item to us within 14 days of our e-mail confirming the issue of the replacement item. Provided you return this item to us within the 14 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 14 day period, we reserve the right to charge an amount equal to the price of your original order to the payment card that you used for the order.
We will check all items returned as damaged or defective. In the event that we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.
How do I review a Product?
After purchasing goods online, you may be sent an email inviting you to leave a review for each product purchased. If you choose to provide a review it may be published on our site under the Reviews tab of the product it refers to. All reviews will be checked to ensure they do not:
- Include hate speech, threats of violence, cursing, or libel
- Include contact or personal information about another individual (phone number, name, etc.)
- Include pornographic content
- Harass another reviewer
- Include references or links to other websites
- Include content that does not relate to the product purchased
- Include any copyrighted material
- In the event that a review contravenes any of the above, the review will not be published. We reserve the right to expand or edit these guidelines at any time as well as replicate any reviews outside of the website. We will also exercise our sole discretion in the interpretation and enforcement of these guidelines. Customers can request the deletion of their own reviews if they feel that they are no longer accurate depictions of their experiences; in these instances please email full details of your request to: email@example.com
Promotions N.B Free gifts will be automatically added to the basket at checkout unless otherwise stated, i.e. requires a promotional code to be entered at checkout. All free gifts are while stocks last and may be withdrawn at any time and without notice.
Gift Cards Give the gift of style with our Gift Card redeemable against any favourite hair product, hair treatment or salon service. Available for purchase online. Only redeemable in TONI&GUY and essensuals salons in the UK. For full Terms & Conditions click here. Gift cards do not qualify for site-wide free gift. Gift cards are excluded from the site wide Flash Sale
Problems and Questions If you have any problems with your order, please do not hesitate to contact us at firstname.lastname@example.org