FAQs

Track my orderRead the returns policy

Contents

General

Question: What time does your customer service team operate?

Answer: Our dedicated customer support team is available between Monday – Thursday 8.30am – 5.00pm and Friday 8.30am – 4.00pm. 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. 

Question: Can anyone purchase from Ellisons?

Answer: 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. 

Question: What does the 'Eligibility' button mean on a product page?

Answer: As part of our commitment to ensure that clients are treated safely by trained therapists, certain items need proof of eligibility in order for customers to place an order. 

Question: How do I prove my eligibility so I can purchase professional supplies? 

Answer: 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.

Question: What does the 'Pre-order' button mean on a product page?

Answer: 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. 

Question: What does the 'Contact sales advisor' button mean on a product page?

Answer: For products that are special order, custom made or bespoke goods, the 'Add to basket' button is replaced with 'View product' or 'Contact sales advisor', 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. 

Question: Do you offer finance options?

Answer: 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. 

Question: Do you have a retail store?

Answer: Yes, we have a professional retail store in Coventry, where you can view our extensive collection of professional products, furniture and equipment. 

Question: I don’t like shopping online, how else can I purchase from Ellisons?

Answer: If you don't like shopping online, don't worry. Youcan place an order through our dedicated customer support team on +44 (0)345 222 8080 or shop at our Coventry professional retail store

Question: How do I order an Ellisons directory?

Answer: 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. 

Question: Do the prices on the website include VAT?

Answer: All prices shown on the website are excluding VAT unless stated otherwise. VAT will be added to the subtotal of your order at checkout.  

Question: I'm looking to purchase some furniture and I need some help with ordering, is there a service you offer?

Answer: If you need help with ordering or want any extra information about our furniture items, please get in touch with our furniture team. They are on-hand to understand your exact requirements and offer support throughout your purchasing decision.


My account

Question: What if I forget my password?

Answer: 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. 

Question: How can I subscribe to receive e-mails from Ellisons?

Answer: 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. 

Question: How do I update my email preferences?

Answer: 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'. 

Question: How do I update my contact details?

Answer: To update your contact details, please login to your Ellisons account.


My order

Question: Why am I being charged for delivery when my order is over £50.00?

Answer: In order to qualify for free delivery, your order subtotal must exceed £50.00, excluding VAT and any promotional offers. 

Question: How do I track my Ellisons order?

Answer: Please take a look at our track your order page, where you will be able to see the status of your order. 

Question: Which payment methods do you accept?

Answer: 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. 

Question: Can I change my Ellisons order?

Answer: 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].

Question: Can I cancel my Ellisons order?

Answer: Please take a look at our terms and conditions .For further information, please contact our customer support team on +44 (0)345 222 8080 or email [email protected].

Question: What should I do if I have a problem with my Ellisons order?

Answer: If you haveany queries or problems with 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 help.


Offers

Question: When is the next VAT-free day?

Answer: We always post our VAT free* events on our social channels and website. Please visit our vat free* page for further information and the terms and conditions. 

Question: It’s VAT free* - why does VAT still show at the checkout?

Answer: 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. Read VAT free* explained for more information. 

Question: It’s VAT free* and my order is over £50, why don't I qualify for free delivery?

Answer: In order to qualify for free delivery during our VAT free* events, your order subtotal must be over £60.00. The VAT free* discount is deducted from the subtotal of your order, this price excludes VAT. If your order subtotal is £50.00 this total will then be discounted to £41.67 which consequently disqualifies you from free delivery. For more information, read VAT free* explained.

Question: How do I use an offer code?

Answer: If you have an offer code, simply enter the code into the relevant box on the checkout page and this will automatically be applied.

Question: Why is my discount not working at checkout?

Answer: 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, OLAPLEX, REM, student kits and academy courses. If none of these apply, please contact +44 (0)345 222 8080 or email [email protected].


Delivery

Question: What delivery methods do you offer?

Answer: 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

Question: My order is due for delivery today what time will it be delivered?

Answer: 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. 

Question: My order did not arrive the next day, what should I do?

Answer: 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. 

Question: How much is delivery?

Answer: Take a look at our delivery page for all costs on delivery. 

Question: If I am ordering large or heavy items, will I be offered assistance? 

Answer: When ordering large or heavy items, you will be offered our White glove salon assembled service where a specialist carrier will:

  1. De-box, unwrap and assemble
  2. Position the goods to your desired location
  3. Clear all bulky packaging for your convenience

For further information, visit our White glove page or contact +44 (0)345 222 8080 or [email protected].

Question: I need my order for tomorrow. Do you offer next day delivery?

Answer: We offer UK mainland 24 hour delivery service on orders received before 6pm Monday to Friday only. This excludes large items of equipment or furniture. For free 24 hour delivery service, your subtotal must exceed £50.00. 


Returns

Question: What is your returns policy?

Answer: Please take a look at our delivery and returns page, which will provide you with information about our returns policy. 

Question: Which items cannot be refunded?

Answer: 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

Question: How do I return a faulty item?

Answer: 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.


Academy

We are following the Government’s Working safely during coronavirus guidance, to help to keep our colleagues and customers safe. Therefore, our Academy will remain closed until further notice.

Contact our helpful team for more information via email or phone.
+44 (0)24 7636 9516 E [email protected]

Launching soon – a world of online learning for new and experienced beauty professionals

Whether you are just starting out in beauty therapy or developing existing skills, be the first to discover our innovative platform to help you realise your potential and gain nationally recognised qualifications.

 

Does your question still need answering?

If you need more information, contact our friendly team below.

T+44 (0)345 222 8080
E [email protected]

Use our contact form to request a call back, we will be happy to help. 

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