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Delivery & Returns Policy

Acceptance of your order

Your order (including payment) is an offer to buy from us, so nothing we do or say will amount to any acceptance of that offer until we actually send the product to you. At any point up until then, we may decide not to send the products to you and to give you a full refund. If an item is out of stock, we will let you know and unless you then request your payment be returned we will hold your payment until the product is next in stock. At the moment the goods are dispatched (and not before), a contract will be made between you and us.


General Terms

All Orders will be delivered using the service as detailed here at the time of ordering. City Hair & Beauty has the right to fluctuate any prices in proportion with its costs for shipping. Customers must request any other delivery method at the time of order. We use Dynamic Parcel Distribution (DPD) to safely deliver the majority of our parcels.


Our processing cut-off is 6:00pm UK-Time Monday-Thursday, orders placed prior will be processed same-day with tracking codes generated and sent via email before midnight. Dispatch will be scheduled for the next working day. Orders after Thursday 6:00pm until Sunday 8:00pm UK-Time will be processed with tracking codes generated and sent via email before midnight Sunday. Dispatch will be scheduled for Monday. Orders received after 8:00pm Sunday will be processed with tracking codes generated and sent via email before midnight Monday. Dispatch will be scheduled for Tuesday. During processing we will also look for any issues related to stock availability. In the event that an item is out of stock - we will notify you as soon as possible via email; this also may cause a delay in the shipping time frame specified above.


We have a collection of our parcels daily by courier Monday - Friday 4:00pm. Our last dispatch of the week is Friday. To accommodate the potential for circumstances outside of our control dispatch times are not guaranteed. We do not dispatch orders on the weekends and Bank Holidays.


You will receive your shipping confirmation via email (and SMS if applicable) once we have prepared your shipment. Once our courier has picked up the days collection you will receive tracking information and further updates at every scan point.

For DPD parcels, a one-hour delivery window will be sent via Email/SMS on the morning of delivery.

Please note that it is the recipients responsibility to monitor the progress of their parcel with their tracking number as we do not have the resources to do so.



We offer DPD an Royal Mail 1-2 working day* fully tracked delivery service to all of our customers.

*transit time from the day of dispatch. Not guaranteed and is subject to changes and delays.

UK Mainland orders over £50 | DPD or Royal mail Tracked | 1-2 working days FREE

UK Mainland orders under £50 DPD or Royal Mail Tracked | 1-2 working days| £4.99


£5.99 (+ £6.99*)

*Courier delivery to any of the above locations will require an additional delivery charge of £6.99 which we will contact you separately for. Where possible, for smaller parcels we will attempt to deliver using Royal Mail at the lesser rate of £5.99.

International Orders

We use DPD for orders to be delivered outside the UK. Delivery is between 2-6 working days depending on the location. Orders will be assigned a tracking number so the progress of the parcel can be followed online once the parcel enters the destination country.


We offer DPD 2 working day* fully tracked delivery service to all of our customers.

*transit time from the day of dispatch. Not guaranteed and is subject to changes and delays.

ROI flat rate per order | DPD Tracked | 2 working days| £9.99


Please note: if your order is being shipped outside of the UK, customs charges may apply that you will need to pay directly. City Hair & Beauty accepts no responsibility for these - please check these requirements with the relevant authority before placing an order.

Often attempted delivery by your postal courier won't result in a card being left. We always advise to check with your local post office or specific courier to ensure the parcel isn't waiting on you.


If you have placed an order and received a shipping confirmation; you have until 12noon the next day (your dispatch day) to request a cancellation before you are charged for shipping fees (if paid). If your cancellation is received after 12noon on the dispatch day - your parcel will have entered the delivery network and it may be too late to retrieve the parcel and you will be charged for the cost of shipping (if paid).

Cancellations which are not due to a defect or discrepancy are only accepted if the Customer complies with the following cancellation procedure and then follows the Returns Procedure outlined in Section 4.

Within 14 days after receipt of the goods, you must contact City Hair & Beauty in writing via the contact us form on our webiste and, following which, they must be returned to us within 14 days of you telling us you want to change your mind. The goods must be ‘as new’ and unused, in original undamaged packaging, including all items and free gifts received. It is the your responsibility to take reasonable care of the products until their return to City Hair & Beauty. City Hair & Beauty will consider that you have not taken reasonable care if the goods have been used in a way or extent, exceeding what a customer would similarly examine the goods in a retail shop prior to purchase and will be entitled to deduct an amount reflecting any such reduction in value due to your use. Any refund will be made within 14 days of receipt of the Customer’s returned products.

If the products have already been posted to you (or on your behalf to any other person), you (or the other person) must return the products to us at the time of cancellation and we will credit your credit or debit card with the price of the products within 14 days beginning with the day on which notice of cancellation was given. In case of any refund, the amount can only be refunded back to the same credit/debit card that was used to make the purchase.


If the goods are to be rejected, the Customer shall comply with the return procedure as defined in this section. City Hair & Beauty will not accept any returned goods should the return not follow the return procedure.

To initiate a return in a few simple steps please click here

In cases where the rejection of the goods is due to a defect or discrepancy in the order, you are entitled to a full refund within 14 days of the date of delivery of the products. You must notify us within 14 days of delivery and return the product to City Hair & Beauty before the refund can be issued. We will examine the returned product and will notify you of and process your refund within a reasonable period of time and, in any case, within 14 days of the day we confirm to you that you were entitled to a refund for the defective product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

In cases where the rejection is due to an incorrect order from the Customer or to dissatisfaction (where we are not at fault), the Customer is entitled to a partial refund (full refund of the goods less any postage costs), unless the order is cancelled within the cooling off period in accordance with section 3, in which case a full refund will be given. However, the Customer will be responsible for the cost of returning the item to City Hair & Beauty. Goods must be returned to City Hair & Beauty before the partial refund can be issued. Where you wish to return a Product you must either return them in person, post them back to City Hair & Beauty or (only if they are not suitable for posting) allow us to collect them from you. Where you are returning products pursuant to defect, discrepancy or mis description, then we will pay the costs of postage or collection. If your parcel is being returned to sender due to any reason such as:

  • Unclaimed
  • Denied Due to Customs Charges
  • Incomplete/Insufficient Address
  • Undeliverable as Addressed
  • Prohibited Import / Denied Entry by Customs
  • Refused, etc...

only once the parcel arrives back to our facility and is checked in will a refund for the purchase price of the products minus the shipping cost be issued. You may be responsible for return shipping fees.

Unfortunately, unless the order is returned back to our warehouse in an undamaged and resalable condition, we cannot issue a refund. We cannot be held responsible for delays and transit times if your parcel is being returned.

NOTE : When a parcel is sent back, as no one is essentially covering the return shipping, the destination carrier will send the item back the slowest and cheapest shipping method to incur the least amount of cost. With that being the case, they will typically hold the parcel until they have enough items to send back at once to make it worth their money. This typically results are longer return transit times.

Incorrect Address

If the shipping address on your order is incorrect or incomplete, please note that we cannot change the delivery address after an order has been shipped. We cannot be held responsible for any :

  • transit delays
  • fees
  • loss of package
  • other delivery issues

if you've made an error in the shipping information on your order. If such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind.

NOTE : Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. If your parcel is returned to our facility and we are charged a fee to receive the order back, the amount we are required to pay will be deducted from your total refund. If the amount we are charged is greater than the refund amount of the purchase price, no refund will be issued for the order.


If a refund is for any damaged or lost parcels, the refund will not take place before the shippers provide us their feedback of the investigation. If a refund is based on a faulty product which covers a manufacturer’s warranty, the refund will not take place before getting a feedback from the manufacturer. If you do not return the goods within 14 days of your notice of cancellation, you will be deemed to have accepted the goods, at which point a new purchase contract will be made and you will be charged for your order at the price set out on the web site.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss for any item(s) you have chosen to send Please note that we can only refund the postage costs for returning an item where:

  • we sent you the wrong item, or
  • the item is damaged or faulty; or
  • where you are returning a substitute or replacement item which you do not want to keep.

We will not refund returning postage for items found to be in good working order.