We pride ourselves on our great customer service. We're here to answer any questions or help with any issues. We want you to be 100% happy with your order.
Most issues can be avoided by reading the product description and the FAQ before placing your order.
We always provide all information up front so that you are aware of shipping times and item specifications prior to placing your order.
How do I place an order?
Simply select the item and click the add to cart button. When you are ready to check out, Click on 'Cart' in the top right. You can view your cart there and adjust quantities or remove items before checking out.
Can I phone you with my order?
No, we only accept orders via the website at this time.
How do I cancel my order?
Send us an email to email@example.com with your order number, stating that you would like to cancel. This must be done before 2pm on the date of ordering to ensure your order has not been processed already.
Can I add items to an order I have already placed?
You are welcome to email us to check, but in most cases your order may already be in the process of being packed or shipped and therefore it won't always be possible to add to it. Get in touch with us and we will let you know what we can do to help.
What do I do if I have received the wrong item/s in my order?
In the unlikely event of receiving the wrong items, please contact us via email to firstname.lastname@example.org with your order number, stating what you received in error and we will forward you details for returning the goods for exchange or refund.
Can I return goods if they are no longer wanted?
Please ensure your order details are correct before submitting your order. If you are unhappy with your purchase for any reason, please contact us via the email as above within 14 days of receiving your order.
How long will my order take to arrive?
We ship all orders received by 2pm the same working day, Monday to Friday. We do not ship orders on weekends.
When the item ships relates to when it leaves our warehouse, and does not include shipping times, which can vary depending on which shipping method you choose along with outside influences out of our control.
Where is my order?
Whilst we ship same day if orders are received before 2pm Monday to Friday, there will occasionally be delays due to weather conditions, seasonal backlogs at Royal Mail such as Christmas, or public holidays. The shipping estimates are those of Royal Mail or your chosen delivery company and are estimates. If you require a guaranteed delivery date then email us to check if this is possible before you order.
We also ask that if you are checking up on an order with us that you give us enough information to look into it for you. Please give us the name you ordered under, the email address associated with your order and your order number.
Occasionally Royal Mail or a courier may attempt delivery when you are out, in this case you should receive a card, however this isn't always the case. Even if there is no card left for you please check with your neighbours and local Mail Collection Office before contacting us, as in a lot of cases the item will be there waiting for you.
How much is Shipping?
Shipping costs will vary depending on weight and destination and which shipping method is chosen. You can can get a shipping quote by clicking 'My Cart' and following through the checkout process. You will see the shipping options available for you. You can then either select your preferred option and progress through checkout to pay for the order, or go back to make adjustments, or discard.
Do you offer wholesale prices?
Please get in touch with us to enquire and let us know what products you would like to order and the quantity you need and we will advise about any possible wholesale pricing.
What payment methods do you accept?
Debit, Credit cards and Paypal.
Can I set up an account?
Yes, when you make your first purchase, you will be asked if you would like to create an account with Diversity Hair. This will make ordering in the future a lot quicker for you. Please note for your security, we do not store any payment information.
What is Paypal? How do I get a Paypal account?
Paypal is a secure online payment facility. You can learn more or create an account at www.paypal.co.uk if in the UK or www.paypal.com for the rest of the world. If you do not have a Paypal account, you can still checkout without an account. Simply choose the 'pay with credit or debit card' option.
My order was this amount when I went through checkout, but Paypal says more. What is going on?
Please check your Paypal confirmation email, as you will see a currency conversion. Orders made on our site are in UK pounds sterling. When converted into US dollars for example, this will appear as more. It is simply the same amount converted into your currency. For current currency conversion rates, check xe.com.. though please note Paypal exchange rates may differ slightly.
If you are unsure of anything, please send an email to us at email@example.com and we will be happy to advise you as quickly as possible.