FAQs
I would like to change my order.
Our aim is to process and pack your order as soon as possible, to get iton its way to you. There is a small amountof time where we may beable to amend your order, however, we are only able to amend certain things.
We might be able to amend your order slightly or cancel an item that you have ordered, but we will not NOT ableto swap items, add items or change the shipping option at this stage. We will not be able to swap address for security reasons.
If your order has been picked and packed in our warehouse or you have received 'Your order has been despatched' email, then unfortunately,we will not be able to amend the order.
I would like to cancel my order.
Our aim is to process and pack your order as soon as possible, to get iton its way to you.
There is a very small amount of time after an order has been placed, when we may beable to cancel your order, but this is not guaranteed.
If your order has been picked and packed in our warehouse, or if you have received our email to confirm that your order has been despatched, then unfortunately we will not be able to cancel theorder at that stage.
If you wish to cancel an order, contact us via the contact us form, and we will make every endeavour to meet your request.
Damaged Item
We endeavour to package items as securely as possible.
Please report any damages within a reasonable timescale to our customer service team by emailing customerservice@rosserhair.com.
Please specify the item(s) affected and the damage that has occurred.
Attach images of the damaged item(s) as this will help our customer service team resolve this for you without delay. If your parcel contains broken glass, please do not handle the goods for your own safety.
Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.
Missing Item
If there is an item missing from your order, please report this to our customer services department within a reasonable time scale by emailing customerservice@rosserhair.com and we will investigate the issue further for you. All our orders go through a strict process which is monitored to ensure parcels are correctly packed. If an item is missing, please check the parcel that it has arrived in for any damage or any signs that this has been tampered with. Upon receipt of the parcel, if you see that there is any damage to the packaging or it appears to have been tampered with, please check the contents before signing for the parcel. If a parcel is left without you signing for it, please take photos of any damage. Please ensure the item is not marked‘ to follow’ on your invoice (if this is the case, the item will be posted to you in a separate package). Please check that the item has not become caught within the package, as small items can sometimes become entangled in the inner paper of void fill packaging.
Wrong Item
We endeavour to package items as accurately as possible.
Please report any wrong items within a reasonable timescale to our customer service team by emailing customerservice@rosserhair.com.
Please specify the item(s) that has and hasn’t arrived.
Attach images of the item(s) as this will help our customer service team resolve this for you without delay.
Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.
