Frequently asked questions
Track my order
Find out the status of your Ellisons order.
Manage my email preferencesManage your Ellisons email preferences based on your interests.
Returns policyFind all information about our returns and refund policy.
What time does your customer service team operate?
Our dedicated customer support team is available Monday to Friday from 8:30am until 5:00pm. Whether you want to enquire about orders, training courses or require college information, they will be happy to help you. Please visit our contact page, if you would like to get in touch with a member of our team.
Can anyone purchase from Ellisons?
Ellisons operates exclusively as a wholesaler, so it does not sell directly to the general public. All sales are to the trade, so you need to be qualified (or in training) in the beauty or hairdressing industry in order to purchase from Ellisons.
What does the 'Eligibility' button mean on a product page?
As part of our commitment to ensure that clients are treated safely by trained therapists, certain items such as CND™ need proof of eligibility in order for customers to place an order.
How do I prove my eligibility so I can purchase professional supplies?
As part of our commitment to ensure that clients are treated safely by trained therapists we will require written or visual proof of your qualification to purchase certain products. To upgrade your eligibility, please send proof of your professional qualifications, along with your name, salon name and full address including postcode, to [email protected] or call +44 (0)345 222 8080.
What does the 'Pre-order' button mean on a product page?
For some products, the ‘Add to basket’ button is replaced with ‘Pre order,’ this means you can place your order before the item is available for purchase. An approximate date will be indicated on the product page and at checkout, showing when the item will be due back in stock. This will be dispatched as soon as it becomes available.
What does the 'Contact support' button mean on a product page?
For products that are special order, custom made or bespoke goods, the 'Add to basket' button is replaced with 'View product' or 'Contact support', which means the item is designed to your specification. You will be given the option to contact our customer support team for more information and to place your exclusive Ellisons order.
Do you offer finance options?
Yes, we offer a range of leasing solutions that will help spread the cost and enable you to furnish your salon with the furniture and equipment you desire. For more information, please contact +44 (0)2476 365 187 or email [email protected] who will be happy to assist further.
Do you have a retail store?
Yes, we have a professional retail store in Coventry, where you can view our extensive collection of professional products, furniture and equipment.
I don’t like shopping online, how else can I purchase from Ellisons?
How do I order an Ellisons directory?
You can currently request a copy of the 2019 directory, which features a host of new products, exciting brands and innovative treatment ideas. Simply, fill out the personal contact form and your directory will be delivered to your door.
Do the prices on the website include VAT?
All prices shown on the website are excluding VAT unless stated otherwise. VAT will be added to the subtotal of your order at checkout.
What if I forget my password?
If you have forgotten your password, don’t worry. Please click on the forgot your password link on the sign in page. This will require entering the email address associated with your account, you will then receive an email with a link to reset your password.
How can I subscribe to receive e-mails from Ellisons?
Subscribe to Ellisons emails, where you can tell us a little bit about what you would like to receive so we can send you some great emails that you will love.
How do I update my email preferences?
At the bottom of all Ellisons emails, there is a 'Manage my preferences' link, where you can update your preferences. You can also fill out this form with the email address linked to your account and hit 'subscribe'.
How do I update my contact details?
To update your contact details, please login with your Ellisons account details and go to https://www.ellisons.co.uk/customer/account/ to edit your information.
Why am I being charged for delivery when my order is over £50.00?
In order to qualify for free delivery, your order subtotal must exceed £50.00, excluding VAT and any promotional offers.
How do I track my Ellisons order?
Please take a look at our track your order page, where you will be able to see the status of your order.
Which payment methods do you accept?
Payment for your Ellisons order will be taken once your order has been processed. We accept the following methods of payment: Visa, MasterCard, Maestro, PayPal and Apple Pay.
Can I change my Ellisons order?
The picking, packing and processing of your order with us is really fast, which means we are unable to make any amendments to your order, including changing delivery address, removing or adding items to your order. For further information, please contact our customer support team on +44 (0)345 222 8080 or email [email protected].
Can I cancel my Ellisons order?
What should I do if I have a problem with my Ellisons order?
When is the next VAT-free day?
In order to be notified when our VAT-free events are running, sign up to be the first to be notified about our exclusive offers. We always post our VAT free events on our social channels and website. Please visit https://www.ellisons.co.uk/vatfree for further information and the terms and conditions.
It’s VAT free - why does VAT still show at the checkout?
To comply with the law we must still charge and show VAT. VAT is still applied to the order at the current rate but the discount is equivalent to not paying VAT.
How do I use an offer code?
If you have a offer code, simply enter the code into the relevant box on the checkout page and this will automatically be applied.
Why is my discount not working at checkout?
There may be a few reasons why your discount is not working at checkout. Promotions exclude existing discounted products, multibuy deals, customers with special terms, student kits, academy courses and the following brands: CND™, Lecenté, BC Softwear, Minx, Lava Shells. If none of these apply, please contact +44 (0)345 222 8080 or email [email protected].
What delivery methods do you offer?
We offer the following services: UK mainland, UK offshore, White glove and worldwide. For further information and relevant fees, please visit our delivery and returns page.
My order is due for delivery today what time will it be delivered?
You should receive a text message from DHLParcel with your estimated delivery hour slot. Alternatively, please visit the track your order page to find out the expected delivery time.
My order did not arrive the next day, what should I do?
Ellisons can accept no responsibility for transport delays or circumstances outside of our control causing late delivery. If you have any problems with the delivery of your Ellisons order, please contact our customer support team on +44 (0)345 222 8080 or email [email protected] and they will be happy to assist you further.
How much is delivery?
Take a look at our delivery page for all costs on delivery.
If I am ordering large or heavy items, will I be offered assistance?
When ordering large or heavy items, you will be offered our White glove salon assembled service where a specialist carrier will:
- De-box, unwrap and assemble
- Position the goods to your desired location
- Clear all bulky packaging for your convenience
I need my order for tomorrow. Do you offer next day delivery?
We offer UK mainland 24 hour delivery service on orders received before 8:00pm Monday to Friday only. This excludes large items of equipment or furniture. For free 24 hour delivery service, your subtotal must exceed £50.00.
What is your returns policy?
Please take a look at our delivery and returns page, which will provide you with information about our returns policy.
Which items cannot be refunded?
For hygiene purposes and the benefit of our customers, the following items cannot be refunded:
- Any sealed product which has been opened or unsealed
- Manicure and pedicure tools, cosmetics, hairbrushes and combs
- Scissors and blades, ear piercing supplies and hair colours or any other chemical products
For more information on our returns policy, please visit our delivery and returns page.
How do I return a faulty item?
If you think an item is faulty please contact +44 (0)345 222 8080 or [email protected] for advice before returning the item. Faulty items must be accompanied by a proof of purchase. Any faulty goods returned within 30 days of purchase with minimal wear and accompanied by a proof of purchase will be exchanged for an identical item or refund. Any faulty goods returned more than 30 days from purchase and accompanied by a proof of purchase may be sent for repair or replaced or refunded at our discretion. Where a fault or the cause of a fault is not apparent we reserve the right to send the item for testing before deciding on any action to be taken. This should take no longer than 10 working days, depending on the item.
Where will the training courses be held?
Training is conducted in our fully equipped Academy based in Coventry, which is easily accessible from the motorway and has good transport links. Please visit the Ellisons academy page for the location, dates and courses we offer. Some of our courses are available at other venues, please call +44 (0)24 7636 9516 or email [email protected] for further information.
What training courses do you offer?
We offer various courses suitable for beginners right through to advanced technicians. The courses are designed to help you gain professional qualifications to give you the best possible opportunity to progress your career.
Are there any pre-requisites to be aware of before I book onto a course?
For some courses there are no pre-requisites other than an interest in the subject, these are ideal for anyone starting out on a career in beauty. Other courses are more advanced and we explain what level of experience and qualifications are needed to enrol on them. Our training advisors are always on hand to explain and help you to book the right course for you.
Will I receive a confirmation of my course booking?
Yes, you will receive a letter to confirm your booking giving full details of the course date and venue.
When do I need to pay for my course?
Full payment of course fees is required 14 days before the start date. A 50% deposit may be taken to reserve your place but full payment is required 14 days before the start date.
What do I do if I can’t attend my course?
What certificate will I get when I successfully complete my course?
Our courses are all accredited through the Hair and Beauty Industry Authority (HABIA) who set the standards for training for the UK. You can be assured that when you successfully complete your chosen course you will have a nationally recognized qualification. You will receive your Ellisons Academy certificate when you successfully complete your course.