FAQs

Click/tap on the FAQ's listed below to learn more. If you can't find the answer you are looking for, please do contact us for assistance.

How long does it take to receive my order?

For full details on the various delivery options, please visit our Delivery Information page.



We do endeavour to ensure all deliveries are to the timescales stated on the Delivery information page,
however from time to time there can be unexpected delays during transit that are beyond our control.

There is an item missing from my order. What do I do?

If there is an item missing from your order, please report this to our customer services department by completing the contact form below and we will investigate the issue further for you.


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).



If this has not answered your query, please email us to get in touch with our customer services department.

If there is an item missing from your order, please report this to our customer services department by emailing contact@quartzhairandbeauty.co.uk and we will investigate the issue further for you.


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).



If this has not answered your query, please email customer services at contact@quartzhairandbeauty.co.uk and we will look into it for you.

I have received a damaged item. What do I do?

We do endeavour to package items as securely as possible but if handled roughly during transit, damages can occur.
Please report this to our customer services department by email and we will assist you further with the issue.

There is an error on my order. What do I do?

We apologise if we have made an error regarding your order. Please report this to our customer services department by email at contact@quartzhairandbeauty.co.uk and we will do our very best to rectify any mistakes made as soon as possible.

Where is my package?

If your order has not arrived within the normal delivery timescales as detailed on our Delivery Information, we strongly recommend that you contact your local Delivery Office before contacting Customer Services, as unfortunately, calling cards are not always left.

UK

For UK Customers, to locate your local delivery office please visit www.royalmail.com or call Royal Mail directly on 08456 050 767. 



Recorded and Special Delivery items can be tracked using the tracking tool at http://www.royalmail.com. UK Standard packages cannot be treated as missing until 15 working days have elapsed from date of dispatch. For UK standard deliveries, please allow 20 working days from the date of dispatch. We ask that such time is allowed before contacting Customer Services and reporting your order missing due to Royal Mail postal regulations. 



INTERNATIONAL 


For International Express deliveries, please allow 3 to 4 working days to receive your delivery. Tracking details will be emailed to you on dispatch so you should be able to track the parcel online yourself.



For International Saver deliveries, please note that a package cannot be treated as missing until 20 working days have elapsed from day of dispatch. 


These are International Postal Services procedures which we are forced to adhere with. If you require your items urgently it is advised that you re-order them through our website.



In the meantime, we strongly recommend that you contact your national postal services, local delivery/post office to check if your package is being held for you. Unfortunately, in our experience, calling/notification cards are not always left if the postal services missed you on the first delivery attempt.

How will Royal Mail’s Delivery to Neighbour program affect my delivery?

Following a consultation exercise, the communications regulator OFCOM has granted permission to Royal Mail to leave items with a neighbour should nobody be at home at the time of an attempted delivery. Therefore, from Monday 1 October, items sent by our UK Saver and UK Standard service may be left with your neighbour if you are not available to take delivery of the item. In this situation, a standard Royal Mail Calling Card would be posted at your
address advising you of where the parcel has been left. 



Items will not be left with a neighbour should either you or your neighbour have opted out of the scheme (please note that participation in the scheme is on an opt-out basis). If you have any further queries regarding this please see Royal Mail’s website at http://www.royalmail.com/delivery-to-neighbour or contact Royal Mail directly.

How do I return an item to Quartz Hair & Beauty?

If for any reason you are dissatisfied with your purchase, you may return any unopened and unused items to us within 7 days of receipt.


All packaging and/or cellophane wrapping and tamper resistant seals must be intact; otherwise the item will be considered unfit for re-sale and will not be accepted by our returns department.

  • Please notify us of your intent to return by emailing us at contact@quartzhairandbeauty.co.uk. Your email should contain all references that are on your receipt together will a full explanation of your reason for returning the goods. You should also advise us whether you’d like an alternative product/replacement or a refund
  • Goods must be returned in its original packaging with any seals intact and in a saleable condition. Please also enclose a copy of the original receipt with the parcel.
  • Re-package the parcel using strong packaging and ensure it is sealed securely.
  • Take the parcel to your local Post Office and request a proof of postage. Without this, you will be unable to make a claim, should the parcel go missing. (Please note: Quartz Hair and Beauty will not be liable for lost returns.)
  • Please return your item to:
  • Quartz Hair and Beauty
    116 Witton Street
    Northwich
    Cheshire
    CW95NW
    
UNITED KINGDOM

For orders outside the UK, please follow the above procedure but please pay the appropriate shipping costs. Any underpaid returns will not be processed. 
Please note: Quartz Hair & Beauty will only reimburse the cost of the products and not any postage or shipping fees.

Have you received the packaged I have returned?

Please allow up to 14 working days for action of your return.



If 14 working days have passed since you posted a returns package to us, please get in touch by email.

How do I return a faulty electrical item / hair appliance/ ghd straightener?

All ghd hair straighteners are covered by a 24 month manufacturer’s warranty, held by Jemella Ltd.

The warranty entitles you to a repair or replacement of your faulty product.

Please return them with a proof of purchase and covering note explaining the nature of the fault to:

Jemella Ltd

PO Box 397
Keighley
West Yorkshire

BD20 0WX

UNITED KINGDOM

If you have any queries, please contact Jemella customer services on 08453 301 133.

For all other electrical items please contact us by email at contact@quartzhairandbeauty.co.uk for the appropriate return procedures.

We strongly recommend that all returns are sent via recorded delivery to ensure safe delivery.

Which payment methods and currencies are accepted?

Quartz Hair & Beauty will accept payment by the following credit and debit cards:

  • Visa,
  • Visa Debit,
  • Delta,
  • MasterCard,
  • Maestro,
  • Switch,
  • American Express,
  • Visa Electron.
  • Checkout with Amazon payments
  • Checkout with Paypal



All charges will be made in Pounds Sterling and this will be displayed clearly at the checkout before payment also on the order confirmation email


.

If you have any questions or queries, please contact our customers services team at contact@quartzhairandbeauty.co.uk or by phone on 01606330866 before placing an order.

International customers please call us on 00441606330866

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