- My Order
I would like to know where my order is?
It is quick and easy to check the status of your order if you have registered with us, simply login to your ShopSupercuts account and check the My Orders section under My Account. If you have chosen to get your order delivered by courier as you can't wait to try out the products then you will have been provided with a Tracking Reference in your Despatch Confirmation email.
What happens if I decide to cancel my order?
We are sorry if our customers want to cancel their order but do understand that sometimes we all change our minds. To cancel an order please contact ShopSupercuts Customer Services by filling out the Contact Us form. If you have decided after we have already despatched your order that you would like to cancel it you will need to follow the Returns Policy to return the order and receive a refund.
Can I amend my order?
Once you have placed your order and it has been confirmed it is not possible to amend it. However it does give you a good excuse to place another order!
My order has still not arrived and I am worried that it may be missing - what do I do?
Don't panic just fill in our Contact Us form and one of our friendly customer service advisors will be in touch.
My order has arrived damaged - what do I do?
Please contact the ShopSupercuts Customer Services by filling in the Contact Us form and we will help sort this out for you.
Can I place an order by telephone?
Currently the only way to place an order with ShopSupercuts is via our website so you cannot place an order by telephone.
Why am I limited in the number of a particular item that I can purchase?
In order to ensure that as many consumers as possible can purchase our products and to prevent bulk buying by retailers as this site is intended for consumers there is a limit on any non-sale item that can be purchased at any one time or in any series of consecutive or linked orders. This limit applies per household and we reserve the right at our discretion to decline orders we believe have been placed by or on behalf of the same household.
What are the limits on the number of a particular sale item that I can purchase?
Where a product is on sale or subject to a special offer, customers are restricted to purchasing a limited number of that item. The reason for this is that we want to ensure that as many customers as possible can take advantage of our sale and special offers and also to prevent retailers bulk buying and preventing consumers from taking advantage of our great deals. This limit applies per household and we reserve the right at our discretion to decline orders we believe have been placed by or on behalf of the same household.
- My Delivery
How much will the delivery cost?
If you just want your order sent out on standard delivery (which is 3-5 working days) then it will cost you £3.75. However if you spend over £45 with us, we will give you free standard delivery. If you want your items in a hurry then Next Day Delivery is available for £5.95, but if you spend over £80 with us we will give you the next day delivery service for free. Please note that ShopSupercuts only process orders on working days. Working days are defined as Monday – Friday, excluding bank and public holidays.
When will I get my order?
Standard deliveries will arrive with you within 2-4 days. Express deliveries will be with you the next working day. Orders are dispatched from our warehouse Monday to Friday, and our order cut off time is 2pm.
What delivery services will you use?
We currently use Royal Mail for standard delivery orders, but for large and heavy orders we sometimes use a courier. If your order is over £80 or you have chosen ghd electrical items then your item will be delivered by courier. For Gift Card orders we use Royal Mail Signed For™ 1st Class
Do you deliver outside of the UK?
Currently we only deliver to the United Kingdom.
Do you deliver to BFPO or PO Box Addresses?
Please contact ShopSupercuts Customer Services for more information.
- Returning My Order
Can I return my order if I change my mind?
You may return any unopened, sealed and unused products which you have ordered through this website within 14 days of delivery. Due to hygiene reasons we cannot accept returns of opened and used electricals and hairbrushes. We will refund you in full for the products, but you need to be aware that you will be liable for any applicable delivery charges. We aim to process the refund due to you as soon as possible and, at the latest within 30 calendar days of the day on which you return the products to us.
If you have returned the products to us because they are faulty or mis-described, we will refund the price of a defective product in full and any applicable reasonable delivery charges you incur in returning the item to us.
What is the process for returning my order?
If you decided you want to return a product in accordance with this policy please follow the instructions provided with your delivery. These will either be with the Order Delivery form, or on the reverse of the form.
Can I return ghd electrical products?
If the product you are returning is a faulty electrical product manufactured by ghd, then it is more effective and efficient for you to contact ghd and return the Product directly to ghd.
I live close to a Supercuts salon can I return my order there?
All order purchased online at ShopSupercuts needs to be returned to our warehouse so unfortunately you can not return it to your local salon.
Can I return an an item I bought from clearance?
Unfortunately, we are unable to accept returns of our clearance products. However please note this does not affect your statutory rights.
- My Payment
How can I pay for my order?
At ShopSupercuts you can use the following card types: Visa, Mastercard, Visa Debit, Visa Electron and American Express.
How do I use Klarna?
Klarna can be used to buy now and pay later, with no extra costs! Just complete your purchase by selecting 'pay later with Klarna' as your payment method. You will receive an email with your invoice which can be paid within 30 days of receiving your order. Don't worry if you return, your Klarna balance will be updated accordingly.
It is asking for me to fill in a CV2 or security code - what is that?
This is the last three digits on the signature strip on the reverse of your card. The CV2 number enhances fraud protection and helps to validate that the card is in your possession and card number is legitimate.
Will I be charged VAT?
Yes we include VAT at the current rate in all of our product sales.
When will payment be taken from my account?
We do not charge your payment card until we have despatched your order.
- My Account
I can't sign into my account - help!
If you are struggling to login to your account and get shopping then don't worry - help is at hand. Firstly double check the spelling of your email address and password and if that seems correct simply follow the forgotten password link at the sign in screen and instructions will be emailed you on how to change your password so you can get back to shopping with us in no time.
Can I change my account details?
Login to your account and visit the My Account section for further information on how to change your password, email address and any other personal details.
How do I tell everyone about a great product I have tried?
We love it when our customers want to share their opinion about products they have bought and tried from ShopSupercuts. It will only take you a minute or two to share your opinions, simply select the product you would like to review and click on Write A Review and then off you go.
Will my review be monitored?
We care about what our customers think so we want you to be honest with your review.It is important that you do not include any pricing, promotions, references to other retailers, personal information or any profane or copyrighted comments as by doing this will it can lead to your review being rejected
Why can I not see my review?
When you submit your review it goes through our moderation process which can take up to 48 hours.If you want to check the reviews you have made you can see these any time by looking within the My Account section.
Why do I need to allow cookies on your site ?
In order to improve our service we may use a device known as a cookie. This is a piece of information that is stored on your computer’s hard drive. It is normally sent by a web server to you and enables the server to collect information back from your site visit. Cookies also help to distinguish you from other users of our website.
BY CONTINUING TO USE OUR WEBSITE, YOU CONSENT TO COOKIES BEING STORED ON YOUR COMPUTER.
- EU Consumer Policy
My complaint hasn't been resolved to my satisfaction, what can I do?
We're sorry if we haven't been able to solve your problem through our Customer Services operation (firstname.lastname@example.org). For customers who have bought goods or services online and subsequently have a problem with that online purchase, EU Consumer Policy has specifically designed an Online Dispute Resolution (ODR) platform to help. The ODR platform can be found at: http://ec.europa.eu/consumers/odr/. (This EU Directive came into force 15th February 2016)