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 Frequently Asked Questions (FAQ’s) 

 

 

Products

Where are Jamie Holgate products made?

All of our products are made, tested, packed and delivered in the UK. We work hand-in-hand with a chemistry lab in the UK to create specific formulas to keep your hair looking perfect.

Do you test your products on animals?

No, Jamie Holgate is committed to the elimination of animal testing.

 

Distributors/Wholesalers

How can I become a Jamie Holgate distributor/wholesaler?

For distribution enquiries, please contact info@jamieholgate.com

 

Is there a price list for distributors?

Yes, once one of our representatives contacted you back regarding your distribution enquiry, we will send you a price list specific for our distributors.

 

Refund policy

When can I get a refund?

A product bought from Jamie Holgate can only be refunded if it is intact and unused.

How much can I be refunded?

We can refund the full amount of your order; if all products are returned intact and unused. Notice that you’ll have to pay for the returning shipping expenses.

How long does it take to get a refund?

It’ll take us from 7-10 working days to make refund, counting from the reception of the products (intact and unused).

Where will I get the refund?

In case of refund, the money will be sent to the same payment method used for placing the order.

Who should I contact to get a refund?

Contact us to info@jamieholgate.com, and write your order number and the problem on the subject line. You must contact us within 14 days from the reception of the package.

 

My Account

How can I make changes to the details on my account?

You can change your details at any time using “My Account”. Once you’ve got logged in you change:

  • Name
  • Password
  • Email address
  • Delivery address
  • Billing address

 

Returns & Exchanges

I want to exchange one or more products from my order

If you want to return the whole purchase (or part of it) once the package has been opened, with the products being intact and unused, you are to contact us within 14 days after the reception of the package, and before returning the products.

I received the wrong product

If you receive a wrong product, it’s very important that you don’t throw anything away. Please, keep all the delivered products, the box, the packaging, and the invoice together.

Then, contact us within the 14 days after the reception of the package at info@jamieholgate.com, and tell us your order number and the issue on the subject line.

We will soon get back to you with a solution.

I didn't receive all my products

Please, don’t throw anything away, and keep the products (intact and unused), the box, the packaging, and the invoice together.

Then write to us within the 14 days after the reception of the package at info@jamieholgate.com, writing the order number and the issue on the subject line.

We’ll get back to you as soon as possible.

I've received a defective product

You have to contact us within the 14 days after the reception of the package at info@jamieholgate.com, writing the order number and the issue on the subject line.

We’ll get back to you as soon as possible.

For more information, please go our Returns & Cancellations page.

 

Payment

How can I pay for my order?

We accept payment with Visa, Visa Debit, Mastercard, Solo, Maestro, Electron and Laser Card. We also accept payments via Stripe.

Do I have to pay customs?

Our packages don’t include customs clearance, so you might have to pay customs upon reception. Nevertheless, orders under a certain amount could be customs free.

Please contact your country’s customs authorities to know what these fees could be (if any), and if cosmetic products are allowed within your country.

Are my card details and personal information safe?

Yes, we guarantee that your details are safe with us. All information is sent encrypted to ensure total security of any sensitive information.

 

Orders

How will I know if my order has been shipped?

You will receive an email confirmation that your order has been received. Once been packed and ready to delivery, you will get a second and last email to confirm that your payment has been received and your order will be sent within 24 hours (weekend and British bank holidays excluded).

Can I cancel/amend my order after I have placed it?

We are really quick at packing your order up, which means that it is very difficult to make any changes once you have placed it. We cannot change payment method nor transaction amount, but we may be able to help you change the shipping address or cancel it before dispatch.

You’ll have to get in touch with us as soon as possible, indicating the issue on the subject line of your email. Whichever the case may be, we’ll be glad to help you, if it’s on our hands.

 

Shipping & Delivery

How long does delivery take?

UK – 3-5 working days

Europe – 5-7 working days

Rest of the world  – 7-20 working days

What should I do if my order hasn’t arrived yet?

If the estimated delivery date has passed, we kindly ask you to wait a few extra days in case there are any local postal delays, as your parcel is due to be delivered by your local postal service.

If you still haven’t received your parcel after waiting a few extra days, then please get in touch with Customer Service, letting us know your order number, and we’ll be happy to help.

Do you ship to my country?

Yes! We offer worldwide delivery to all countries.

Do we offer a quicker delivery service?

We have a standard delivery timescale and unfortunately we do not offer an alternative.

How much shipping cost to my country?

We offer free delivery on all UK orders over £35. If your order is under that amount, please head to the Shipping & Delivery page for more information.