FAQ

There are a couple of reasons as to why you may be unable to add an item to your cart.
If you are seeing a message such as "restricted to trade" this means the product can only be purchased by trade professionals. If you are a trade customer please login to your account to enable your access to purchase. If you haven't yet registered a trade account you can do this via our website. 

If you are seeing an option to "Join waitlist' this means the product is currently out of stock.
By joining the waitlist, you will automatically be notified via email once the item is back in stock. 

If you are still experiencing technical issues please contact our team

Our team are committed to dispatching orders quite quickly, if a delivery address needs to be updated please contact our team ASAP on 1300 789 913 Please note: if the order has already been sent, a change of address may not be possible/may cause an additional delay in delivery times. 

Unfortunately, a product/item may become unavailable/out of stock at the time of picking your order, however you should have been notified of this via email prior to receiving your order and received a refund. Your packing slip should also reflect the products/items picked. If you believe something has been missed please contact our team on 1300 789 913 or submit a ticket via our website (have your order number ready) so we can further investigate this for you.

Unfortunately, once an order is placed we are unable to make any amendments.
If you need to order more items please contact our team on 1300 789 913
Depending on the status of your previous order, we may be able to send the additional items together to avoid a second postage charge however if the order has already been picked/packed a second postage fee may be applicable.

Firstly, thank you for ordering with us!
Once your order is dispatched from our warehouse (generally within 2 business days) you will receive an email with tracking information. If 2 business days have past and you haven't received an email with tracking information, please contact our sales team on 1300 789 913 or you can submit a ticket via our website.

If you would like to request a refund, please submit a ticket via our website.
Alternatively, you can contact our team directly on 1300 789 913.

We are sorry to hear this, depending on the status of your order cancellation is possible however if the order has already been picked/packed we are unable to process the cancellation.
Please contact our team ASAP on 1300 789 913 to request a cancellation (have your order number ready)

Your refund will be processed back to the original payment method with 2-5 working days.

Once you are at checkout, you will see an option at the top of your screen  "click here to add coupon"
You can enter your coupon in that area.

To use your discount you must be logged into your trade account, try refreshing your browser and if this still isn't working please call 1300 293 277, Please note that our starter kits are already heavily discounted. Unless otherwise stated, coupons or promotions are unable to be applied to packages.

A coupon will always apply the correct discount amount.
The only reason a discount may not be fully applied is if an item/product in your cart isn't applicable. 

For example, if the coupon is entered and there are products in your cart that are already on sale, these particular products will not be further discounted. 

The most common reasons a coupon will not work/apply correctly are listed below:
- Coupon has expired
- Minimum spend for that particular coupon hasn't been reached
- Coupon has already been used and has a usage limit per user
- Coupon may not be applicable with some/particular products in your cart
- The product(s) in your cart are already on sale in which case further discounts are not available

If a coupon isn't applying to your order a red box should appear advising you of the reason why.
If you are still unsure and need help using your coupon please contact our team.

At this stage, we only ship orders within Australia and New Zealand.

If you are seeing a message such as, "no billing option available, please check address"
Please ensure all spelling is correct, please also check that the postcode you are entering matches the suburb.

In some cases the way the address is entered can cause issues, for example:
Instead of entering "234 Main St" try entering 234 Main Street

If you believe you are entering everything correctly but are still unable to process your order please contact our team.

Credit Card
Afterpay
Zip pay and Zip Money
Laybuy
AMRPay
Humm
Klarna 
Latitude Pay 
Wizpay

All orders are capped at $9.95 for orders under $200.00 and $7.95 for orders over $200.00 in a single purchase.

In some cases, an error may occur whilst payment is being processed. 
If a confirmation email has not been received (be sure to check your junk mail) it is more than likely the order was not successful.

In some cases, a pending payment may show up on your transactions even though the order was unsuccessful. This amount should be returned/the transaction should disappear within 48hrs.

If 48hrs has passed and the pending transaction is still showing on your statement please contact your bank directly.

If you are unable to complete your payment or your transaction is declined. We recommend contacting the merchant for the payment method you are trying to use. For security reasons, we see very limited information and are unable to provide you with the reason for an order being declined. Its best to contact the company you are trying to make payment through directly. Below are the contact numbers for our merchants. Be sure to have your order number handy before you call.

Afterpay: 1300 100 729
Paypal:  1800 073 263
Zip Pay/Zip Money: 02 8294 2345
AMR PAY - 1300 789 913
Visa/Mastercard - please contact your bank directly

This can vary depending on the payment method used.
Refunds will be processed back to your original payment method, generally, this is received on your end within 2-5 working days.

To change your password please log into your account, once you are logged in go to, “My Account” and then “Account Details” From here you will have the ability to change/update your password.  

You can register as a trade account via our website. 
Please note, you will be required to upload documentation to prove you are currently studying or have completed your apprenticeship within the hair and beauty industry.

Oh no, we are sorry to hear this!
Please take photos of how your order/items have been received and contact our team on 1300 789 913
Alternatively, you can submit a ticket via our website and we will be more than happy to rectify this for you.