Ask for: • Order number • Photo of what they received • Ideally a photo of the parcel/packing label • Check Shopify against what was ordered. • If it was our error: • Send the correct product. • Arrange a return of the incorrect product if...

Ask for: &#x2022; Order number &#x2022; Photo of what they received &#x2022; Ideally a photo of the parcel/packing label &#x2022; Check Shopify against what was ordered. &#x2022; If it was our error: &#x2022; Send the correct product. &#x2022; Arrange a return of the incorrect product if required. &#x2022; Customer should not pay return postage.

Wrong item sent

Missing item

If the warehouse sent the correct item according to the actual product listing/SKU, but the website image was misleading, treat it as a website/listing issue rather than a warehouse picking error. • Escalate the image/listing for correction and...

If the warehouse sent the correct item according to the actual product listing/SKU, but the website image was misleading, treat it as a website/listing issue rather than a warehouse picking error. &#x2022; Escalate the image/listing for correction and assess the customer&apos;s case fairly because they may have ordered based on incorrect information.

Incorrect product image/listing

Back to the Shop

keratinrevolution.co.uk

WRONG / MISSING PRODUCTS

What are your dispatch cut-off times?

Do you dispatch on weekends?

I paid for next-day delivery. Why wasn’t my order delivered the next day?

My parcel is delayed. What should I do?

My parcel has been delivered to a Pickup Shop.

My order is missing an item.

My order arrived damaged or leaking.

ORDERS & DELIVERY

What is your returns policy?

Where do I send returns?

Who pays return postage?

How long do refunds take?

Standard retail returns

Customer doesn't like the result

Return postage

Returns address

Do not refund before the return is inspected

Standard refund amount

Refund processing time

RETURNS & REFUNDS

Who can apply for a Pro Account?

Do I need to buy products to complete training?

I can’t see Pro prices.

I have a Pro Account but can’t log in.

PROFESSIONAL ACCOUNTS

Is the treatment formaldehyde-free?

Does the treatment contain harsh chemicals?

Can the treatment be used during pregnancy?

Can the treatment be used on Afro hair?

Can the treatment be used on coloured hair?

Can I colour hair after the treatment?

Can I perform a keratin treatment on henna-treated hair?

Is the treatment permanent?

Can clients wash their hair immediately after treatment?

Can clients tie their hair up after treatment?

Why does my client’s hair smell after treatment?

My client’s hair feels sticky when wet.

My client’s hair feels dry after treatment.

Can I reapply the treatment?

KERATIN TREATMENT FAQ

How long should the treatment be rinsed?

Is straightening required after application?

What heat should I use?

APPLICATION FAQ

What is Formula.Five?

Do you rinse Formula.Five out?

Can Formula.Five be used on hair extensions?

FORMULA.FIVE FAQ

What is Silk Coat?

Can Silk Coat be used on extensions?

SILK COAT FAQ

Are your shampoos sulphate-free?

Is Smooth & Moisture safe for keratin-treated hair?

What happened to the Care Line?

What happened to Volume & Bounce?

What is Detox Shampoo used for?

AFTERCARE PRODUCTS

Do you offer training?

Will I receive a certificate?

TRAINING

Do you ship internationally?

How much is shipping?

INTERNATIONAL SHIPPING

Are your products cruelty-free?

Are your products safe?

PRODUCT SAFETY

Product arrives damaged or leaking

Faulty products

Return postage for faulty/wrong products

DAMAGED / LEAKING / FAULTY PRODUCTS

Customer orders twice by mistake

Customer changes their mind before dispatch

Customer ordered the wrong quantity

ORDERS & CANCELLATIONS

Parcel appears lost

Parcel delivered to the wrong place

Original arrives after replacement

LOST / MISDELIVERED PARCELS

Pro order returns policy

PRO ORDERS

Quick decision guide notes

Unopened, unused, within 14 days – retail

Customer changed mind – unopened retail product

Customer opened it and doesn't like it

Product didn't suit their hair

Product arrived leaking

Faulty pump/spray

Wrong product sent

Courier lost parcel

Duplicate order caught before dispatch

Duplicate order already dispatched

Returned product used/opened

Pro customer changes mind

Pro damaged/wrong item

QUICK DECISION GUIDE