Frequently Asked Questions

Orders placed will be processed and dispatched within 48 hours unless advised otherwise. No orders are picked up over the weekend or on public holidays. You will receive confirmation as soon as your delivery has been dispatched by email.

• UK Royal Mail 48hr Tracked  – £3.95
• UK DPD Next Day Delivery – £7.74 (Order before 2pm Monday to Friday for next day)
• Jersey Express Tracked DHL (2-3) Working Days After Dispatch £12.00
• Republic of Ireland – Express Tracked DHL (2-3) Working Days After Dispatch £15.00
• International tracked and signed DHL (Europe) (3-5 Working Days After Dispatch) – £20.00
• USA International tracked and signed DHL (5-7 days Working Days After Dispatch) – £25.00

We currently ship to the UK, Ireland, mainland Europe and USA

No, we are an online store only. Products can only be bought through our website and shipped with our couriers.

Goods shipped internationally are subject to customs charges and fees, dependent on the contents and value, which the recipient will be required to pay prior to the parcel being released. The customs authorities in the country of destination determine whether charges are due on imported goods and the thresholds applicable will vary in each country. We cannot advise as to what these charges may be, if they are to be applicable or not and how long it will take for them to be applied, however the relevant foreign embassy or the customs administration of the overseas country should be able to assist on any customs related queries you may have. If you track your parcel via the tracking number we send you and you can see it has arrived in your country, it’s very likely being assessed by customs. Please wait for them to complete this process or contact them directly to check the status of your parcel.

Please see our dedicated European shipping page for full information https://www.houseofcurls.co.uk/european-shipping-update/

My Order

We pick and pack all orders with the utmost care however, as each parcel is prepared manually, errors can occasionally occur.

If you have received the wrong product or parcel, please email hello@houseofcurls.co.uk as soon as you receive your order. If you do not notify us with 14 days of your order being made, we will be unable to look into queries raised after this time.

When emailing please ensure you’ve included the following information:

• The email address you used to place your order
• Your order number
• Details of the item(s) missing from your order
• A clear picture of the invoice and products received.

We pick and pack all orders with the utmost care however, damage can occur in transit.

If this happens please email hello@houseofcurls.co.uk as soon as you receive your order. If you do not notify us with 7 days of your order being made, we will be unable to look into queries raised after this time.

When emailing please ensure you’ve included the following information:

• The email address you used to place your order
• Your order number
• Details of the item(s) damaged
• A clear picture of the invoice and damaged products received.

We are happy to offer a refund/exchange for an unwanted item returned within 14 days of your order being delivered to you.

Please note that all items must be returned in a saleable condition:

Unopened, with all original product packaging and hygiene seals untouched. We are unable to offer a refund, replacement or exchange on items that are not re-saleable.

Due to hygiene reasons we do not accept returns on accessories. Please note, postage on returned items cannot be refunded.

Electrical Items:

Please note all electrical items that are thought to be faulty are sent off to the UK distributor for testing due to warranty being undertaken by the manufacture, this procedure must be followed before a refund or exchange can be made. This process may take up to 28 days from the date the product is returned and received.

We cannot refund items that have already been opened and/or used. Not all products work for all hair types so we can’t guarantee they will work for your hair. There are many groups of social media platforms where you can swap used products.

Once we have received your package, providing the items have been returned in a re-saleable condition your refund will be issued without delay.

Your refund will be confirmed by email, and funds will be returned to your original payment method. This can take up to 10 days to show on your statement from the time of issue. Please be aware that this varies by bank and payment methods.

If your card has expired since placing the order, please contact hello@houseofcurls.co.uk to make alternative arrangements.

Absolutely!! House of Curls can guarantee that each and every product you order from us comes directly from the brand itself, unopened, undiluted and 100% genuine!

Our products have not been used and then returned by other customers and inadvertently re-sold.

Our products are in the original manufacturer’s box / packaging and sealed (where appropriate).

Not all brands offer samples of every product if any, we always reach out to brands for samples and will include these free of charge when possible with an order.

We do our utmost to ensure all ingredients listed on our website are up to date, however some brands may tweak their ingredients without notifying us. If you are unsure of a product in any way please email hello@houseofcurls.co.uk where we will be able to check ingredients and answer any questions you may have. We can also provide you with a full ingredient list of the product in question.

Very occasionally people have allergic reactions to certain ingredients within products they haven’t used before.

Please read the manufacturers’ leaflet or the information on the product itself to see if they are likely to cause you any problems before using.

Allergic reactions vary from customer to customer, however if you do have an allergic reaction to a product purchased from us we recommend you visit your doctor in the first instance.

Please then email hello@houseofcurls.co.uk within 28 days of receiving your product with the below information:

– The product you had the reaction to
– Type of reaction you experienced
– How long after applying the product did the allergic reaction occur
– Did you consult a healthcare professional since having the reaction

As a gesture of goodwill, we will refund the value of the product by a House of Curls voucher, once your return has been received.

House of Curls reserve the right to request a Doctors’ letter and/or photo of the reaction. Please read the manufacturers’ information on the product to see if they are likely to cause you any problems.

All descriptions, ingredients, instruction of use regarding products on our site have been provided by the manufacturers and/or distributors. If you have any concerns regarding the safety of certain ingredients, please contact your doctor or the brand directly for further information.

While we have a good understanding of all the products we stock, the honest answer is we don’t know if it will work for you. We can recommend a product for a hair type or concern, however all products react differently to different hair types.

If there’s a product you’re dying to get your hands on that isn’t in stock, you can enter your email on the product page to be notified via email as soon it’s back on our shelves!

We accept all major credit cards and debit cards.

Yes payment can be made via PayPal.

We do not accept payments over the phone.

Yes! We are always on the lookout to expand our range of products and discover new brands to add to our House of Curls community, please email us at hello@houseofcurls.co.uk we would love to hear from you.

Yes, all of our packaging is environmentally friendly and 100% recyclable, Looking after our planet as well as our hair is important to us!