Frequently Asked Questions
1. Why are your products so cheap?
Due to our volume discounts, our unit costs are slightly less than those of most physical stores. More importantly, we save even more by not having to maintain a brick and mortar store. In addition, once in a while, we get some closeout merchandise at less than cost and we pass those savings onto you also.
2. I found the goods you sell a bit cheaper elsewhere. Why should I buy from you?
i) Our products are 100% authentic, new, undamaged, properly paid for and we are licensed to sell them. If someone can undercut us significantly, it would not be unreasonable to suspect that they are selling fakes, factory seconds or stolen merchandise.
ii) We have a 100% satisfaction guarantee. As long as you return merchandise quickly and without damaging it, you will get a full refund for each article your ordered.
iii) We deliver quickly – within a week generally within the US and Canada and in about 2 weeks to most other countries.
iv) We do guarantee the best prices for our top of the line merchandise. However, for example, please don’t compare our brand name flat irons made with titanium with a ceramic coating with a base model, no-name flat iron.
3.Do you ship to my country? How much does shipping cost?
We ship to virtually every country in the world. Unfortunately, you may find the shipping fees exorbitant if you live in the Far East, Southern Africa, South America or Antarctica. Please consult our shipping page.
4. How long will it take for me to receive my order?
Delivery in the US and Canada rarely takes more than a week and to most of the rest of the world no more than 2-3 weeks. If an item of your order is out of stock, we will inform you immediately and give you the choice of waiting a bit longer, or cancelling your order and receiving a refund or a store credit.
5. I need a hair product which isn’t on your website. Can you order it for me?
We probably can order it for you, but please contact us at [email protected].
Our goal is to sell high quality salon products. It is not practical for us to offer the products found in discount stores. Most of our products are relatively heavy and bulky and therefore expensive to ship. Neither you nor we would want to pay (at least) $10 to ship a $5 bottle of shampoo.
6. Can I use my credit card to buy your merchandise online?
We accept Visa and Mastercard from the U.S., Canada, Australia and most of Western Europe. If you do not live in a country from which we accept credit cards and/or you wish to ship to an address other than your billing address, you may employ verified PayPal, Western Union or a wire transfer.
7. How much duty, VAT etc. do I have to pay?
While we would like to help you, we simply can’t keep track of the policies of the more than 100 countries to which we ship. We can understate the value of the products we send you, but not to a ridiculous extent. We don’t want our packages seized and our business threatened if we acquire a bad reputation with the Customs officials of your country.
8. Why was my order cancelled?
Firstly, check the addresses you entered when you registered. In order to combat fraud, we only ship to the billing address for credit card orders. Please use verified PayPal, Western Union or wire transfer if you absolutely must have your purchase shipped elsewhere than your billing address. We do make exceptions for established customers.
As we are based in Canada, it happens (rarely) that American credit card companies initially refuse to authorize a payment. We will inform you if that happens so you can call your credit card company to pre-authorize the payment.
If you live in a country which does not support AVS (address verification for credit cards), then, unless you are an established client, we reserve the right to void your credit card payment and ask you to pay by Western Union, certified PayPal or wire transfer.
Our credit card processor doesn’t permit transactions of more than $1500 US. Please contact us if you wish to make an order larger than that. Anyway, you would probably want to contact us to request a volume discount in that case.
9. Is my personal information safe with you?
We keep only the information we need to deliver your order. Your credit card information is automatically passed to our payment processor using an encrypted 128-bit connection. We do not store this information on our servers.