Frequently Asked Questions

Company Information

What is Mad hair?

Madhair.co.uk is a online shop for professional salon products at discount products online delivered to your door. Mad hair.co.uk, Madhair, Madhairday and MadHairUK are trading names of Mad Hair Ltd. Mad Hair and its parent company Java Group Ltd have been working in hair dressing industry for 18 years. We use all of the products in are salons. We aim to provide top quality products at discount prices.

By e-mail : madhairlimited@yahoo.co.uk
By phone : 01752 341934
By post : Mad Hair Limited, Java house, 15 Branson Court, Plymouth, PL7 2WU

Products

Product Information

Unfortunately, from time to time, some items will be temporarily out of stock or will be removed from the site altogether if discontinued. We would recommend that you regularly check the site to see if your desired item becomes available again.

A value pack, no matter how many items it includes, counts as only one item for delivery.

Please note: because value packs only count as one item, they do not qualify as a multiple purchase required for many special offers. See individual offers for details.

Please be advised that our Customer Service Team cannot tell you where else products featured on site can be purchased.

Unsatifactory Goods

In the unlikely event that your product is faulty, we will happily exchange it within 30 days, provided that you have notified us in writing within 7 days of receipt of the goods.

All returned items should be sent insured via recorded delivery to Mad Hair Limited, Java house, 15 Branson Court, Plymouth, PL7 2WU. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. We do not collect goods.

Madhair.co.uk advises you for your own protection to retain your proof of postage as we cannot be held responsible for packages which are damaged or lost in transit. Madhair.co.uk requests that goods should be returned in their original sealed packaging where possible, with labels in-tact. Goods must be unused and in re-saleable condition. (This does not affect your statutory rights)

Madhair.co.uk is entitled to make a charge for damaged or missing items. This may affect the total amount credited to you.

The consumer protection (distance selling) regulations require that the consumer will provide written notice of a cancellation within 7 working days. The 7 working days start from the day after the day the consumer receives the goods. Goods do not have to be returned within this period for the consumer to secure a refund. A refund will be made within 30 days of cancellation, irrespective of whether goods have been returned at this stage. If goods have not been returned, the supplier Madhair.co.uk is entitled to make a charge to reflect the cost of collecting the goods from the consumer and deduct this from the refund. If the packaging is damaged or items are missing this may affect the total amount credited to you. Madhair.co.uk retains the right to levy a charge of 20% of the order value on cancelled orders to cover delivery and handling costs.

Once Madhair.co.uk receives notification from you that you wish to withdraw from the contract (in accordance with these terms) any sum debited to Madhair.co.uk from your credit card in relation to your order will be re-credited to that credit card account as soon as possible and in any event within 30 days of your order.

Product Ordering

How do I make an order?

Ordering is made through our easy to use website. By following the simple registration process you can be ordering within minutes. Click on the customer log-in link to get started.

How do I know my order has been received?

Once your order goes through, you will receive an email notification order with a order number.

How do I cancel or change an order?

Once your order goes through and you receive your confirmation email you can not stop the order via the check out process but instead you must contact one of our advisers through our contact details.

Delivery

Is there a charge for delivery?

Our postal/shipping charges are fixed at £3.50 and up for UK customers, £7.95 for customers from the EU and £14.95 for rest of the world orders. Whether you buy a single item or multiple items in an order, the postal charge remains the same; Madhair.co.uk may inflate the price of a delivery charge if a number of various products in one order increases the size of parcelled packages.

When and how quickly do you deliver?

Most UK orders are dispatched via Royal Mail 1st class recorded delivery. Heavy or valuable orders are dispatched via Interlink Express. The decision of which carrier to use is made at our discretion. From the time you receive an email confirming your order has been dispatched, you can expect your order within 3 - 5 working days time.

All international orders are sent via Royal Mail. As with orders from within the UK, you will receive an email confirming your order has been dispatched. Please be aware that we have no control over the speed of delivery once your items have left the UK. All delivery times are dependent upon the efficiency of the postal service within the country from which you have ordered. Most international orders take 1-2 weeks to arrive, but can take up to four weeks. We cannot send aerosols overseas.

Can I pick up my order?

Yes, by prior arrangement only.

Who do I contact if my delivery hasn't arrived?

In the unlikely event that your order hasn't been delivered on your selected day and approximate time, please contact: madhairlimited@yahoo.co.uk or call us on 01752 341934

Returns

What happens if I am not happy with my goods?

In the unlikely event that your product is faulty, we will happily exchange it within 30 days, provided that you have notified us in writing within 7 days of receipt of the goods.

All returned items should be sent insured via recorded delivery to Mad Hair Limited, Java house, 15 Branson Court, Plymouth, PL7 2WU. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. We do not collect goods.

Madhair.co.uk advises you for your own protection to retain your proof of postage as we cannot be held responsible for packages which are damaged or lost in transit. Madhair.co.uk requests that goods should be returned in their original sealed packaging where possible, with labels in-tact. Goods must be unused and in re-saleable condition. (This does not affect your statutory rights)

Madhair.co.uk is entitled to make a charge for damaged or missing items. This may affect the total amount credited to you.

The consumer protection (distance selling) regulations require that the consumer will provide written notice of a cancellation within 7 working days. The 7 working days start from the day after the day the consumer receives the goods. Goods do not have to be returned within this period for the consumer to secure a refund. A refund will be made within 30 days of cancellation, irrespective of whether goods have been returned at this stage. If goods have not been returned, the supplier Madhair.co.uk is entitled to make a charge to reflect the cost of collecting the goods from the consumer and deduct this from the refund. If the packaging is damaged or items are missing this may affect the total amount credited to you. Madhair.co.uk retains the right to levy a charge of 20% of the order value on cancelled orders to cover delivery and handling costs.

Once Madhair.co.uk receives notification from you that you wish to withdraw from the contract (in accordance with these terms) any sum debited to Madhair.co.uk from your credit card in relation to your order will be re-credited to that credit card account as soon as possible and in any event within 30 days of your order.

Payments

How Do I pay?

You can pay with your credit or debit card on our website at the time of your order.

Is my payment secure?

All our online payments are taken through NOCHEX who achieve the highest level of compliance under the Payment Card Industry (PCI) Data Security Standard

Website

What happens if I have forgotten my password?

This seems to happen to most of us at one time or another, so don't worry if you occasionally forget your Mad Hair password ! There's a 'password forgotten' link under the normal log-in box. Click on this and a replacement password will be emailed to your selected email address.