- How long will my order take to arrive?
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Packages are sent via a combination of carriers including Special Delivery. Standard UK and overseas deliveries are sent via Royal Mail. Delivery times within the UK are usually 24 - 48 hours. Standard overseas deliveries, depending upon how distant, usually take 4 - 10 days, or a faster FedEx delivery upgrade is available for selection during checkout.
Please note that whilst we endeavour to deliver within these timescales, delays beyond our control can occur during transit. An international parcel is not classed as lost with Royal Mail until 21 working days after posting. We ask that such time is allowed before contacting customer services and reporting your order lost.
If you have upgraded to Special Delivery your order will arrive the next working day provided your order is placed early afternoon. You will be sent an email with your tracking number as soon as your order is dispatched.
If you have upgraded to FedEx your order will reach you within 24 - 48 hours depending on the country. You will be sent an email with your tracking number as soon as your order is dispatched.
Please note that aerosols are no longer able to be shipped outside the UK, to avoid delay in processing your order please do not add aerosols to your basket if ordering for delivery overseas.
- Where is my order?
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Orders within the UK
If you have not received your order within 48 hours, we strongly recommend that you check with your local Royal Mail sorting office before contacting customer service, as calling cards are not always
left. To locate your local Royal Mail delivery office please go to: www.royalmail.com or call them directly on 08457 740740
Orders within the UK sent Special Delivery:
Please track your order using the tracking number provided to you at www.royalmail.com
International Orders
We aim to delivery internationally within approximately 4 - 10 working days, so please allow at least 10 working days prior to contacting customer service.
International Orders sent via FedEx:
Please track your order using the tracking number provided to you at www.FedEx.com
- Returning a faulty GHD Hair Straightener
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Your GHD hair straighteners are covered by a 24 month manufacturer's warranty held with Jemella (GHD).
This warranty entitles you to a repair or replacement of your faulty hair straighteners. Simply return them with proof of purchase and a covering letter including your own address and a brief note explaining the nature of fault to:
Jemella Ltd
PO BOX 397
Keighley
West Yorkshire
BD20 0WX
If you have any queries please contact the Jemella customer service department on: 0845 330 1133, or for when dialing from outside the UK: +44 845 330 1133.
We strongly advise that all returns are sent via a method of recorded delivery in order to ensure safe receipt. Jemella will provide you with a Special Delivery envelope to return them if you contact them prior to the return.
Please allow approximately 1 - 2 weeks for the return delivery of your GHD's.
- Returning an item
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Any unwanted item may be returned within 7 working days from the day it was received if it is in new, unused, unopened and re-saleable condition.
Please send your item, with a copy of your invoice and covering letter stating the reason for return to:
HQhair.com or HQman.com
Returns Department
Warehouse K
2 Western Gateway
Royal Victoria Docks
London
E16 1DR
HQuk Ltd. strongly advise that all returns are sent via a method of recorded delivery in order to ensure safe receipt. We cannot be held responsible for any undelivered items.
Refunds & Credit Notes
Your return will be processed within 14 working days of receipt, whereupon we will contact you directly regarding the issue of either a refund or credit note.
Please allow a further 3 - 5 working days for the refund to appear in your account.
Items damaged in transit
If your item has unfortunately been damaged in transit, we ask that you return it to us and we will send out a replacement immediately.
Please return any such item with a copy of your invoice and covering letter to:
HQhair.com or HQman.com
Returns Department
Warehouse K
2 Western Gateway
Royal Victoria Docks
London
E16 1DR
HQuk Ltd. strongly advises that all returns are sent via a method of recorded delivery in order to ensure safe receipt. We cannot be held responsible for any undelivered items.
(Please note that you will be reimbursed for the cost of returning the item, this will be issued back to your original method of payment).
- Have you received the item I returned?
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Please allow us up to 14 working days to process your return.
We will contact you via email when your return is being processed, meanwhile if you sent it via recorded delivery please refer the carrier with the reference number they provided to you.
- I have not received my refund?
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Please allow 3 - 5 working days for your account to be credited starting from the date that we have contacted you regarding the return.
- What if I have received my order but an item is out of stock?
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If an item is out of stock we will notify you via email, please note that you will not be charged for an item until it is ready to be dispatched. We will endeavour to keep you informed regularly regarding expected stock arrival date.
If you wish to cancel an item that has already been dispatched you will have to return it in accordance with our usual returns procedure in order to receive a refund.
- What if I have received my order but an item is incorrect or missing?
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If there is an item missing from your order, please ensure firstly that the item is not marked 'to follow' on your invoice and if it is not the please contact us through our customer service form
If you have regrettably received an incorrect item then please return it to us and we will send out the correct item immediately.
Please return the item with a copy of your invoice and covering letter to:
HQhair.com or HQman.com
Returns Department
Warehouse K
2 Western Gateway
Royal Victoria Docks
London
E16 1DR
HQuk Ltd. strongly advises that all returns are sent via a method of recorded delivery in order to ensure safe receipt. We cannot be held responsible for any undelivered items.
(Please note that you will be reimbursed for the cost of returning the item, this will be credited to the card used for the original purchase).
- What do I do if I have forgotten to enter my promotional code?
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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.
Please note that promotional codes should be entered into the promotional code box found during checkout where you must press the 'click' button for the code to be accepted and reflected in your order summary.
If you experience difficulty when entering your code please contact customer service before submitting your order.
- I have a product query
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If you have a query on a product, or would like further advice our team of in-house advisors are here to help:
Beauty & Skincare Product Advice : AskJasmine
Hair Care Product Advice - AskJayne
Grooming & Men's Product Advice - AskBen
- The Waste Electrical and Electronic Equipment (WEEE) Directive
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The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of disposal charge.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
• Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
• Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
We at HQ are obliged under these regulations to offer our customers free disposal of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.
For example, if a customer bought a new hair straightener from us we would accept their old hair straightener and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us at their own cost to us within 28 days of purchasing their new item.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled
- What do I do if I have not received a response to my query?
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All customer service queries should be made strictly via our customer service form to ensure that they are appropriately delivered. Please refrain from emailing individual addresses as we cannot guarantee receipt or replies.
We aim to answer your query within 2 working days, we ask you to respectfully make reasonable allowances for weekends and public holidays.