My Account

Q. How do I register?

A. As long as you have a valid email address, then you can head over to our sign-up page to create an account. You may also check out as a guest.

If you are a Stylist, sign up for a Pro-Stylist account to receive stylist-pricing.

Q. How do I register to receive special offers?

A. Sign up to our Newsletter on our Home Page so that we can make sure you're in the know regarding all our special offers and promotions.

Q. How do I change my account details?

A. It's easy to make changes to your details, whether it's your payment information, password or address book.

Log-in to your account and you'll see a range of categories at the bottom right of the page under 'Settings'.

Q. Are my personal details safe if I create an account?

A. You can rest assured that shopping with Beauty Route is safe.

We're fully compliant with the data protection act so we care about keeping your details secure.

For further information, please visit our Privacy Policy page.

Q. I have forgotten my password. What should I do?

A. Don't worry, if you visit our Log-in page and select 'Forgotten your password?' then you can enter the email address registered and we'll send you instructions on how to get this reset.

Q. How do I unsubscribe?

A. If you no longer want to receive our exclusive offers and promotions then at the bottom of our Newsletter click 'Unsubscribe'.


Ordering

Q. The item I ordered is out of stock. Why is it on the website?

A. All items ordered with Beauty Route depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we'll always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we'll get in touch to let you know.

Q. How do I place an order?

A. It's easy to place an order with us. Log-in to your account to begin browsing our range.

Once you've found the product you want, you'll need to click 'Add to Cart'. You can either carry on shopping or click 'View Cart', if you've got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you'll need to enter the details manually.

Check everything is correct and you're good to go. We'll send you an email as soon as the order is on its way.

Q. Can I make changes to my Cart?

A. Yes, click on the 'View Cart' button at the top of the page and you'll be able to see the item(s) you have in there so far.

Enter the quantity of a certain product you want and to change it just press 'Update'. If you want to remove an item completely then click the 'x-Remove' button.

Q. Can I place an order to a different address?

A. Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by re-entering the information.

Q. How will I know when my order has been processed?

A. We'll send you an email with the tracking number as soon as it's on it's way, and you can also view it at any time on your account on our website.

We may ship items separately in the event of one or more of the items being on backorder.

Q. What is the status of my order?

A. You can track your package using the tracking number we have provided to your order, or by visiting our 'Track Order' page on our website.

Click on the order you want to view to find out more. If the order has been sent then you'll be able to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

If you can't find the information that you need, click on Contact Us at the bottom of the page to contact our Customer Service team.

Q. I have received the wrong item. What should I do?

A. We apologize for this inconvenience, sometimes things can go wrong but we will do our best to fix this. Please Contact Us immediately in order to resolve this issue.
We'll need to know the following information so that we can fix this for you-

1. Order Number

2. Incorrect item received


Payments and Discounts

Q. How can I pay for my order?

A. We offer a variety of online payment methods to ensure our customers can place orders with ease.

Visa

Mastercard

PayPal

Q. I have a payment problem on my order. What should I do?

A. If you're seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct.

If you've done all that and still can't fix the problem then please contact our Customer Service team who'd be happy to help.

Q. How do I use a voucher code?

A. Once you've found all the items that you want then click 'My Basket', enter your shipping and billing address then Continue. Enter the coupon/voucher code and watch your savings magically appear!

If you have any problems entering the code then you can contact our Customer Service team through your account.

Q. Why is my voucher code not working?

A. We're sorry to hear your code isn't working, you'll need to check that you're not trying to use more than one code per order.

If the code isn't being affected by one of the issues above then please contact our Customer Service team through your account.


Delivery

Q. What do I do if I have not received my order?

A. We send you an email with the tracking number so that you can find out when it will arrive.

Have you checked for any delivery cards? Your parcel may have been taken to a local depot. Please contact the shipping company before contacting us.

Our Shipping and Returns Policy page can give you more information and timescales.

Q. What delivery options do you offer?

A. Standard and Express Shipping.

Q. How long will it take for my order to be delivered?

A. Our Shipping and Returns Policy page can tell you the timeframes associated with our different delivery options alongside their costs.

Q. Will I be charged customs and import charges?

A. Import duties, taxes, and charges are included in the item price listed on the website.


Returns and Refunds

Q. What is your returns policy?

A. In order to ensure utmost customer satisfaction, we offer a 30 day exchange warranty on manufacturer defective units. If the same merchandise is unavailable at the time of the return claim, Beauty Route reserves the right to send a substitute item of equal quality and/or value.

Please refer to our Shipping and Returns Policy page for more information.


RETURNS

Q. Defective electrical appliances, under warranty

A. If you experience problems with an item within its warranty period, please follow these steps:

Q. REPLACEMENT REQUEST
A. Contact to us at orders@beautyroute.com and include the following informations and documents:
> your full name
> the date of your purchase
> your order number
> the name of the product
> the nature of the defect
> a picture of the product

For hygiene and quality assurance purposes, all purchases of hair care products, color tubes, hair extensions are FINAL.