The Official Simply Hair Organic and Mineral Haircare Shop
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Shop Assistance
SHOP ASSISTANCE

We care passionately about customer service and will do everything we can to ensure that you enjoy an exceptional shopping experience with us. If you need any assistance using our site, or if you have any questions or concerns, we’re here to help. We’d also love to hear any suggestions too! We’ve listed below answers to your most frequently asked questions. If none of these answer your query... please get in touch!

1. How do I contact you?
To contact us you can:

    Call our helpline on 01709 209039 or +44 1709 209039 from overseas. Lines are open 10am - 5:30pm Mon - Fri and 10am - 2pm Sat.

    Email us at info@simply-haircare.co.uk

    Write to us at The Official Simply Hair Organic and Mineral Hair Care Store,
    Simply Hair Ltd, Studio 3, The Storeroom. Eastwood Trading Estate,Fitzwilliam Road, Rotherham, S65 1SL.

    We endeavour to respond to queries within 48 hours.

2. What are your charges for postage and packing?
Royal Mail Second Class post is included in the price. You can select Royal Mail Recorded or Special Delivery during checkout at the standard rate if required

3. Do you accept orders from overseas customers?
Yes, we welcome orders from overseas customers. All prices shown on our web site are inclusive of UK VAT at 15%. If you are ordering from outside the UK, we advise you to check exchange rates with your bank. You will be charged in pounds sterling and the amount you are charged in other currencies will depend on the exchange rate which your bank uses.

4. How can I pay?
We accept most major credit cards and debit cards Visa, Visa Delta (debit card), Mastercard, Maestro, Electron and Solo in British pounds.
Please note that if you are paying in another currency, the exact price you pay will depend on the exchange rate set by your card provider.
We can take orders online, by telephone or by post. UK customers can also pay by cheque or postal order, made payable to Simply Hair Ltd. Please write your full address on the reverse of the cheque and please send postal orders by recorded delivery. Where goods are paid for by cheque, the goods will not be dispatched until the cheque has cleared.

5. If paying by debit or credit card, can I be sure that the system is secure?
All credit and debit card payments are processed by the market leading secure payment system, Worldpay.
At checkout you are transferred via a secure server to Worldpay ePayments, a 128bit SSL encrypted secure page where you complete your order by providing your credit card details. Your browser encrypts the information that you type and the Worldpay server decodes it. Systems which encrypt potentially sensitive information by Secure Sockets Layer (SSL) technology provide the best possible protection on the internet.
All card details are encrypted using 128-bit encryption; they are not held in clear text on any website. When you choose to pay online, your card details will not be available to Simply Hair Ltd’s staff, we do not have access to them at any time. Your card and address details are security checked and verified with the relevant card issuer and your payment is pre-authorised. You will receive a message in your internet browser window to tell you that payment has been authorised, and we will receive confirmation from the payment provider.
However, if you would prefer not to send your credit or debit card details over the internet, you are still able to purchase the goods you have chosen using our shopping cart facility by opting for payment by cheque or postal order.
At checkout you simply choose your preferred payment option, payment by credit card online, cheque/Postal order or you can call us directly for telephone ordering. We will be delighted to take payment for your order by telephone. Lines are open Monday to Friday, 10am to 6pm, 10am - 2pm Sat on: 01709 209039 (+44 (0) 1709 209039 if calling from outside UK).

6. I want to pay by cheque or postal order - where can I obtain an order form?
After you have selected your preferred payment method as Cheque or Postal Order and confirmed your order in the Shopping Cart, return to your Account page and select "My Orders". This will list the order and at the bottom of the page you will find a link which will generate a .pdf copy of the invoice. Please print this off and send to us with your cheque or postal order. If you would like us to send you an order form, just drop us an email or call us and we will post one out to you.

7. When will my order arrive?
Orders are usually dispatched within 24 hours once your debit or credit card payment has been processed or in the case of cheque payments after the cheque has cleared. Normally, First Class post arrives within 2 days of posting to UK addresses and 5 days of posting to EU addresses. Please allow 14 days for delivery to international addresses.
As soon as your order has been dispatched we will send you an email to let you know its on its way.
Please note that delays in payment processing or product availability may occasionally affect delivery times. If your order looks likely to be delayed, we will email or telephone you as soon as we can and you will have the option to cancel your order if the delay is unacceptable to you

8. My order hasn’t arrived – what should I do?
In the unlikely event that your order does not arrive within 7 days of dispatch, please call us on 01709 209039 or email us info@simply-haircare.co.uk.

9. How do I return an item to you?
In the unlikely event that you are not happy with part or all of your order, please return it to Simply Hair Ltd, Studio 3, The Storeroom. Eastwood Trading Estate,Fitzwilliam Road, Rotherham, S65 1SL.. We will refund you within 30 days of our receipt of your returned order.
The goods must be in their original packaging, with any labels and tags intact and any accessories or incentives/gifts that were included with the goods should also be returned.
You must take reasonable care to ensure the goods are not damaged in the meantime or in transit. Goods which have been used, opened or are not otherwise in their original condition are not eligible for cancellation or a refund. Please refer to our Terms and Conditions.

10. What if an item is faulty?
All goods supplied by Simply Hair Ltd are warranted free from defects. If you find an item is faulty within 30 days, please call our helpline on 01709 209039, e-mail us at info@simply-haircare.co.uk, or write to Simply Hair Ltd, Studio 3, The Storeroom. Eastwood Trading Estate,Fitzwilliam Road, Rotherham, S65 1SL.. Please supply details of the goods you ordered, your order reference and the batch number when you contact us. This warranty does not affect your statutory rights as a consumer.

11. Are the products I buy insured if they are  lost or damaged in the post?
Goods dispatched using Recorded Delivery or Special Delivery are insured. In the event that your order is incorrectly shipped or found to be damaged or defective, please contact us within 2 working days of receipt of Goods. The Goods should be promptly returned to us including the original invoice and packaging. We will then offer you a full refund or replacement including postage. We will not accept any responsibility for loss or damage to Goods returned until they are received at our address (Simply Hair Ltd, Studio 3, The Storeroom. Eastwood Trading Estate,Fitzwilliam Road, Rotherham, S65 1SL.). We strongly recommend that returns are sent by ’insured registered delivery’.

12. Can I have a delivery address that differs from the invoice address?
Yes of course! Please supply the full delivery address you require your order to be sent to including the full postal code (PO Box addresses are not acceptable for delivery) and a contact telephone number at the checkout. You can add additional addresses to your Address Book on your Account page.

13. I am purchasing an item as a gift, will you gift wrap it for me?
Yes of course! Please contact us on 01709 209039 for more details.

14. I am ordering from overseas. Will I have to pay any Customs Duty or taxes?
If you reside within the EU, any duty due on the goods we sell has already been accounted for.
Outside the EU certain import taxes or duties may levied by authorities in the destination country. If you have any queries regarding duty on imports we suggest you contact your local customs office.

15. Can I choose not to have any  direct marketing sent to me?
You will only receive promotional information from us if you have opted for the Newsletter by ticking the appropriate box during the registration process.
You can unsubscribe from our contact list at any time either by replying to a promotional e-mail with the word "unsubscribe" in the subject line, by e-mailing us at info@simply-haircare.co.uk or by telephoning us on 01709 209039 or +44 (0)1709 209039 for overseas customers. You can also register or de-register for our Newsletter by ticking the relevant box in the Email Notifications section on your Account page. For more information see the Privacy Policy section of our Terms & Conditions.

16. Can I be assured that my details won’t be passed on to anyone else?
We use industry standard security to safeguard the confidentiality and storage of your personally identifiable information in accordance with current UK Data Protection legislation and guidelines. We never pass, disclose or sell our customers’ personal details to any marketing lists. For more information see the Privacy Policy section of our Terms & Conditions.

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Copyright © 2014 - 2018 Simply Hair Ltd.
32 Wellington Street Retford DN22 6PT
Tel: +44 (0) 1709 209039

Registered in England 32 Wellington Street Retford DN22 6PT No: 08845161.

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