FAQ & POLICIES

Frequently Asked Questions

I've placed an order, where is it and when will I get it?

After your order is shipped from our facilities, you will receive an email from our shipping carriers with tracking details. To follow the progess and whereabouts of your order, please follow the links in these emails. Should you not have received the tracking email by 6pm EST, please check your Spam/Trash folder as some email programs flag these emails incorrectly.

Where are you based?

We are a proudly Australian owned and operated company. Our operations are based in Adelaide, South Australia - which means your products will arrive much quicker than overseas based operations.

Are your products geniuine and do they come with a warranty?

Absolutely! We do not stock imitation or replica brands in any shape or form. You can rest assured; a product from Salon Style is the real thing! For peace of mind, purchases of Cloud Nine products and GHD irons can be verified as authentic once you receive them by registering them with the respective company.

Cloud Nine Irons, Wands and TheO all have a unique RFID chip and code. You can call Cloud Nine Australia on 1300 437 436 to confirm authenticity. Cloud Nine Irons come with a 1yr manufacturers warranty.

GHD Irons can be registered by following this link and entering the hologram code found on your iron. GHD Irons come with a 2yr manufacturers warranty.

Parlux, Babyliss and Silver Bullet electrical items come with a 1yr manufacturers warranty. Please note we are not able to cover any warranty shipping costs. Please note Parlux Dryer warranties do not cover damage caused by dropping the unit.

Do I need to be a member to buy from your site?

No you can place an order as a guest, however it's quick and easy to sign up for an acount and you only need to do it once. By signing up you will be able to manage your account details for future orders and view previous order history. Ordering as a Guest will mean you are not able to view your order history on our site.

Do you have wholesale services?

Whilst we offer discounts and do not have limits as to what you can order, prices are as they appear on the site. We do not offer a wholesale service.

How long will it take my order to get to me?

Most orders placed before 2pm EST will be shipped the same day. Arrival times depend on your location, however generally you can expect your order to be with you within 2-4 working days. For further details on the process, please see our Shipping page.

NZ orders are also shipped Express and can be expected in 3-5 business days.

I have a Coupon Code, how do I use it?

Your coupon code can be entered during the checkout process. Codes must be entered in CAPITAL LETTERS. The coupon box to enter your coupon can be found in your Shopping Cart. As per the following image, there will be a questions asking you "What would you like to do next?" followed by a select button to "Use Coupon Code" - press the button and the box to enter your coupon will appear:

Please note, Coupon Codes cannot be used in the Guest Checkout - you will need to register an account.

Current coupon codes include:

• ALTERNA for orders containing Alterna products.
• DAVROE or orders containing Davroe products.
• GKHAIR for orders containing GK Hair products.
• KEVIN for orders containing Kevin Murphy products.
• MOROCSHIP for orders containing MoroccanOil products.

What payment methods do you accept?

For your convenience, we accept a numbder of payment methods:

• All major credit cards including Visa, Mastercard and American Express. We do not add surcharges.
• PayPal.
• Bank Transfer - please note this does NOT mean a debit credit card from your bank. For debit cards, select "Credit Card" during the checkout process.

If you have selected Bank Transfer as your method of payment, your order may take an extra day of processing time before despatchment. If payment has not been made within 3 working days, the order will be automatically cancelled and deleted from our system. In this case your order will need to be placed again.

Is my payment information secure?

Yes,our payment server uses Rapid SSL encryption to protect your details at all times. We do not store your payment information on our servers. Upon completion of your payment, you will receive an order confirmation via email and be able to review your order in Your Account page. You can also view your previous order history in Your Account page.

How can I save on shipping costs?

We offer free shipping on orders over $100.00 - for more details see our Shipping page. Even with the free shipping option, your order will still be sent Express where possible.

Can I send a product to someone else?

Yes, you can send a product to a friend by changing the shipping address for the particular order you would like sent to them. If it is a gift, you can also instruct us in your order comments not to inlcude an invoice in the parcel. We are also happy to include any message you would like sent with the gift.

Can I order over the phone?

Yes, we’re happy to take phone orders. Give us a call on 1300 SSTYLE from 9am-5pm EST Mon-Fri. Please note during busy times that phone orders may take an additional business day to process.

Do you accept international orders?

At this stage our site only accepts orders from Australia and New Zealand. 

If you live in another country and wish to place an order, we may be able to accomodate your request, however you will need to contact us first for a quote on shipping fees. Please note we do not ship flamable goods such as nail polish and aerosol cans overseas.

For New Zealand customers, prices appearing on the site will include GST until you create an account with your NZ shipping address. Once you browse the site with your NZ account information - prices will be displayed without GST.

RETURNS POLICY

To ensure your satisfaction, we pack and ship your items with the greatest of care. We  offer optional shipping insurance for all orders at a cost of $2.00 - this insurance will cover you for any loss or damage to your goods during transit. If you do not select shipping insurance, we will not be held responsible for any loss or damage that occurs and products will not be reshipped or replaced. Please note, insurance does not cover your parcel for theft from your premises after delivery has been made - once our drivers drop your parcel, it is beyond our control what happens after this point. If this is of concern, please make note in your order comments not to leave the parcel if no one is present to sign.

Should an item you have ordered arrive damaged and you have paid the optional Insurance for your order, please email our customer service team including your Order ID so we can begin the return process for you and get your replacement product out to you as quickly as possible.

Unfortunately we cannot accept return of goods if you have simply changed your mind. We also urge you to choose your products carefully as we are unable to accept returns for some wrongly chosen items, especially with 'wet' items as we have no way to ensure they are uncontaminated. Approved returns will not be refunded shipping charges and a 10% restocking fee applies.

When returning a damaged product, it is your obligation to satisfactorily pack the item to ensure it arrives back with us intact. We urge you to use a recorded method of delivery to ensure safe transit, we cannot be held responsible for undelivered items.

It is your choice as to whether you would like your purchase amount refunded for the damaged item, or a replacement item sent. Please note we cannot refund shipping charges.

Incorrect product / Packaging

We urge you to thoroughly read item descriptions before placing an order, we cannot refund items ordered incorrectly if you believe they are not suitable for your needs upon arrival.

Our team pick then cross check all orders before shipping however occasionally we can miss something. In the event you have received the wrong item, please contact us and we will arrange for a Reply Paid Air Satchel to be sent to you in order for you to send us back the incorrect item. Please ensure the item is still unopened, in it's original packaging, and securely packed for shipping. Once we have received the return, we will ship the repelacement item.

At our discretion, for low value items we may choose to refund/credit the value instead of replace.

Please note that companies change packaging of their products frequently, from different colours on bottles, different wording to total facelifts of entire ranges. We endeavour to update the images on our site as soon as possible, but from time to time you may notice slight changes in appearance from the web image or the last time you purchased the item. Old images are left up for illustration purposes - item names and descriptions are updated immediately and are correct at time of order. If you specifically wish to receive old packaging, you will need to contact our customer service team prior to ordering. 

OTHER INFORMATION

Security & Fraud Prevention

To ensure the safety of our customers, on occasion - certain orders may require further information before  products can be released for shipment. In most cases this will only delay an order despatchment by a matter of hours depending on when you can get back to us with the extra information we require.

Cancelling Orders

We urge you to double check your order before submitting. If you need to cancel an order you have placed, please email or call us as soon as possible. Once your order has entered the "Processing"  stage (you can see this in your account and will also be sent an email by our system), it is generally too late.  Orders cancelled after this point will incur a 10% restocking fee and shipping fees will not be refunded.

Discontinued Products 

Unfortunately as haircare companies are continously expanding and updating their ranges - at times, we may not learn of a products deletion until after supplies have already been exhausted. If you have ordered a product that is deleted and we are not able to secure any supply for you, we will contact you and offer you the choice of a replacement item(s) or a refund for the particular product. We will offer suggestions on products that we believe will work for you in a similar way to the original product. If we have not received instructions from you after 24hrs, we will issue a refund for the unavailable item and ship the remainder of your order so you are not left waiting for the rest of your goods.

Parcels Not Accepted/Delivered

You can include in your order comments "Authority To Leave", however at our or our drivers discretion, certain orders of higher value may not be left at unattended premises. If your delivery is not handed to you, or left at your address - a card will be left for you to collect your parcel at the local Post Office or Star Track depot. Generally orders will be held at this location for 2 weeks before being returned to us. You can organise for a 2nd delivery attempt of your parcel for a $10.00 fee.

In the event you do not claim your package or organise a 2nd delivery and it is returned to us we will refund the order to you less a re-stocking fee of 10% of the total order. Shipping fees will not be refunded.

It is your obligation to ensure the shipping information you have supplied us with is accurate. Should a parcel not be able to be delivered to you with the supplied details and therefore returned to us, you will be obliged to pay for re-shipping of the parcel a second time. Alternatively you can choose to cancel your order and refund the funds less a 10% restocking fee - note shipping fees will not be refunded.

Order Cancellation

We reserve the right to cancel and refund any order we see fit with or without reason. If this occurs, all funds will be refunded.