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Frequently Asked Questions

Shopping Guide

Question : What is the 3d secure box on the payment page ?

Answer : 3D secure is a new anti-fraud system setup by Mastercard / Maestro and Visa. It will protect you from online credit card fraud and is used by a number of major online retailers such as Harvey Nichols, John Lewis, British Airways, Dixons, Currys, Dabs.com and Tesco.com. For more information please see the 3D Secure information page.

Question : How do I start shopping on your site ?

Answer : Simply press the "BUY NOW" button next to the products you require and they will be added to your shoppng basket. You can view your shopping basket at anytime and when you are ready to pay, click on the 'Checkout' icon. You will then be asked to enter an email address and the site will guide you through setting up a new account and paying for your products.

Question : I am a new customer how do i get an account ?

Answer : If you do not currently have an acoount with us do not worry, just follow the steps on the above question.

Question : Do you sell to the trade only?

Answer : NO, Our online store supplies mainly to the retail consumer as well as the Trade. You do not need to own a Salon or beauty store to purchase with us, you can simply be a customer who wishes to purchase from the comfort of their own home.

Question : Is internet shopping SAFE ?

Answer : Our payment server offers 128-bit SSL encryption, meaning your credit card details are safe from interception whilst placing your order. Hairtrader does not see or store the credit card numbers when you transact your order and you can rest assured no details are printed on the delivery note or invoice. Our customers security is top priority and we guarantee to keep your details confidential.

Question : How do i change my email address ?

Answer : For added security you cannot change your email address by logging in. You will need to contact us by email stating your old and new email address and we will change it for you.

Question : No confirmation Email after ordering ?

Answer : This problem is usually caused by having your email account, or Anti virus settings to high. The spam filter will identify it as spam and delete it, or remove it to the trash can. HOTMAIL email accounts are notorious for this problem, so please check your trash can before contacting us. Please note, if you had the order confirmation screen appear after ordering , there should not be a problem with your order.

Question : Items do not appear in my shopping basket after I add them ?

Answer : This problem is usually caused by having your security settings too high. We only use "per session cookies" to store your shopping basket products whilst you are using the site. To switch cookies on check your options in Internet Explorer under TOOLS, INTERNET OPTIONS, PRIVACY and ensure that "Always Allow Session Cookies" is checked in the ADVANCED Privacy Settings or the sliding bar is set to "MEDIUM", these are standard windows settings.

Question : I’ve forgotten my customer code ?

Answer : Simply checkout and enter your email address in the” Forgotten your Customer Code?” box, or click here "Account" and do it now. You will be informed by e-mail of your number.

Question : I want my products delivered to a different address than my home (e.g. to a work address).

Answer : You will have the opportunity on the checkout screen to enter a different shipping address if required. Please note that the address must be in the UK.

Question : How do i Exchange or cancel my order ?

Answer : As a member of SAFEBUY internet trading we have certain guidelines and rules that we adhere too. If you would like to return your product or exchange it must be done at your own cost, but we will refund the item or exchange as you wish upto a period of 14 days after delivery. For full details and conditions please refer to our Terms page.

Question : My order has not arrived ?

Answer : If your product has not arrived after 7 days then please email us at admin@hairtrader.co.uk notifying us of your order number, name and date of order. We will track your item if sent by Courier, Special or recorded delivery and update you as soon as possible.

Question : How do i complain ?

Answer : On the rare occasion somethng may go wrong please feel free to contact us via the contact page including the nature of the complaint, your name and order number. We will always try and work with you to resolve the situation to both parties satisfacion.