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Frequently Asked Questions (FAQs)

1. I am not a professional in this field, but can i purchase from you as a normal customer?
Ans: Definitely, although our primary buyers are professionals in hair dressing field, but we do sell for normal customer, therefore you can buy products from our website, ebay or you can just step in to one of our physical shop. 

2. What is the procedure to open trade account?
Ans:
If you are working in closely related field or if you are studying in similar field then you may be eligible to have trade account with us, but for this you need to submit online application along with your trade documents or student enrolment, certificate (if you are student). After you submit application we’ll manually verify your details, if everything goes well then we’ll create a new trade account for you and will update you via email. Click here to open trade application form. 
Also, you can upgrade your existing account to trade account by submitting account upgrade form. Click here to open account upgrade form.

3. What are the benefits of having trade account?
Ans:
The main advantage of having trade account is low price, you can get discount on most of the product with trade login beside this there are some product avaliable only for trade customer.

4. Do i need any coupon code to get trade discount?
Ans:
No, you don’t need any coupon code for trade discount. They are activated automatically once you login to trade account. However you can always use coupon during promotions for extra discount 🙂

5. What if i don’t receive my product after making online order?
Ans:
We may be out of stock for some products, at that time we’ll contact you to let you know the timeframe, if you are happy to wait then shipment might me delayed until we receive back stock. Otherwise, we can cancel the out of stock items along with refund from your order and send you rest items. During this process it might take extra 2-3 business days.

6. How long can i expect my online order?
Ans: It depends where you are located, generally our handling time is 1-2 business days if we have stock in warehouse, then there is shipping window of 1-5 business days depending on where you are located. We provide complementary express shipping for all flat rate shipping throughout Australia. For New Zealand we provide standard shipping which will be handled by NZ Post once items clears custom in New Zealand.  

7. How to contact if i am not happy with the items that i received?
Ans:
We try our best to include natural photo of all item but sometimes due to recent package changes from manufacturer we may not be able to upload latest picture or changed description. Well, in such case you can always contact us using our support form to let us know the issues so we can provide you better solution, but this needs to be done within 15 days after you place an order. Click here to open support form

8. What is your policy if i receive wrong product or order?
Ans:
In rear case you may receive wrong product or order, in such case contact us immediately using our support form along with pictures of the item, then we’ll investigate and will help you to get the right product. But please do not loose the original packaging or covers. They are needed for investigation purpose. Click here to open support form.

9. Product was damaged when i opened the packaging?
Ans:
Although we use industry standard packaging materials but some time in-transit, items can be damaged, in such case contact us immediately Click here to contact us and upload pictures of both package and inside items. Also do not throw the outside package until case is solved. In most case we’ll re-send your order if its damaged in transit, but needs to pass investigation before.

10. Where are you located?
Ans:
We have physical store in Preston, Casula and Moorebank. You can buy from these stores and our opening hours are:
Preston – 11/5 lyn parade, preston 2170, NSW
Monday – Friday: 8:30am – 5:30pm
Saturday: 9:00am – 5:00pm
Sunday and Public Holiday Closed.

Casula – 3/605 Hume Hwy, Casula, NSW 2170
Monday – Friday: 8:30am – 5:30pm
Saturday: 9:00am – 5:00pm
Sunday and Public Holiday Closed.

Moorebank – Shop 2/275 New Bridge Road, Moorebank, NSW 2170
Monday – Friday: 8:30am – 5:30pm
Saturday – Sunday: 9:00am – 5:00pm
Public Holiday Closed.

Beside this you can always order online from our website, ebay and amazon store 365 days 24X7.