Help & FAQ
If you've got a question about your order, our products our delivery service or any other aspect of our service, you should be able to find the answer below.
To view the terms and conditions of sale please visit our Conditions of Sale.
My Account & Subscriptions
What are the terms and conditions of a subscription?
By placing an order and enrolling in our subscription service, you accept our standard terms and conditions of subscritpion.
Can I subscribe to styling products?
Yes. Simply select the styling products and the frequency you would like them delivered.
I only use one product per month, but subscriptions are a minimum of two products - what do you recommend?
We would recommend creating a subscription that is bi-monthly for your favourite product. This means a delivery of two products every other month.
How do I cancel my product subscription?
You can cancel your subscription at any time. Log in to your Account using your email and password. Navigate to the 'My Subscriptions' tab and update your preferences here. Please note that cancelling a subscription will also cancel any promotional rate you are subscribed to.
If I cancel my product subscription, do I loose any exclusive promotion?
Yes. Cancelling your subscription, also cancels the agreement. This means that you will have to set up a new subscription under the promotional prices available at that time. Sadly, we cannot reinstate cancelled subscriptions.
How do I manage my newsletter subscription?
You can subscribe to our emails on the footer of the website or via your Account. Log in to your Account using your email and password, navigate to the 'Newsletter Subscription' tab and update your preferences here. You can unsubscribe at any time - we include a link in all of our marketing and promotional emails. Please note this does not affect transactional emails (order confirmations, dispatch notices etc).
Can I delete my account?
Data Protection & Privacy
Do you share my data with any third parties?
Can I delete my account?
How do I place my Olsson Haircare order?
Find the Olsson Haircare item you wish to order using the search box (top right of the navigation) or by browsing The Olsson Haircare Shop. When viewing the product click ‘Add to basket’. You will see your basket has refreshed to include your item. Add any further items in the same way and when you’ve finished shopping, click on the basket summary in the main navigation to the right.
Proceed to checkout by entering your personal details and payment information. Once you’ve completed all your details, you will be taken to an ‘Order Successful’ page which will include your Order Number and an Order Confirmation will also be emailed to you.
Can I change my Olsson Haircare order?
You can ask, so please get in touch and we’ll do our best to accommodate any amendments. Please bear in mind that your chosen method of delivery will impact our ability to amend any orders, so it may not always be possible.
Can I add an item to my Olsson Haircare order?
We will try, so please contact us as soon as you can. Please bear in mind that your chosen method of delivery will impact our ability to add items to orders, so it may not always be possible.
I forgot to use my promotional code, can I add it now?
Sorry, but you must enter a promotional code at the point you place your Olsson Haircare order. Please refer to our standard offer and promotional terms and conditions.
I forgot to use my promotional code, can I add it now?
What payment methods do you accept online?
You can pay with any of the following credit and debit cards when shopping with Olsson Haircare online:
Can I pay with PayPal?
No, currently we do not allow payment via PayPal on the Olsson Haircare website.
When will the payment go out of my account?
We take payment when you place your order. We will not dispatch your order until payment has been confirmed.
Do your prices include VAT?
Yes. Any items purchased from Olsson Haircare retail website are inclusive of VAT.
How much is delivery?
Standard delivery to the UK is free for orders over £15.00. Orders under £15 are subject to a delivery charge of £3.95. First class delivery is available and costs £5.95. International deliveries start at £7.95.
How long does delivery take?
Standard delivery is usually within 3-5 (working) days and is handled by Royal Mail. However, please wait for 14 days to report any suspected missing packages.
First class delivery is usually the next day for orders made prior to noon Monday to Friday and is delivered via Fedex or Royal Mail. Orders made post noon on Thursday could be delivered the following Monday (and not Saturday). Please note: orders placed after noon Friday or Sat/Sun will be dispatched on Monday.
Does my delivery require a signature?
Yes. All deliveries require a signature upon delivery. For more information please check your tracking details if provided.
Can I choose a different delivery method?
Yes. We can also dispatch your parcel via Collect+ and costs (approximately) £5.95. Please place your order over the phone and we can arrange this for you.
Can you deliver to multiple addresses with one order?
Sadly, no. olssonhaircare.com is only able to deliver to one delivery address per order. If you'd like to deliver to multiple addresses, please place separate orders for each unique address.
Do you deliver at weekends?
We cannot gurantee weekend delivery. Deliveries are (usually) made Monday-Friday, excluding public holidays within the UK.
Do you deliver overseas?
Yes. We deliver to UK and Europe.
Can I select the day I want my Olsson Haircare order delivered?
Sorry, we don’t currently offer named day delivery.
Can I track my Olsson Haircare order?
Yes. If your order includes international delivery or was shipped via Fedex. Please visit your account to locate this and track your order.
Do I need to be in to receive delivery?
Some orders may require a signature upon delivery. If you are not there to sign for your order, Fedex or Royal Mail will leave a card for you to call to make alternative arrangements. If you do wish us to place a request that goods are left in a safe place on your property in your absence, or with a neighbour please note Olsson Haircare cannot be held responsible for any loss or damage to these goods.
I still haven’t received my Olsson Haircare order, where is it?
If your estimated delivery date has passed and you still haven’t received your Olsson Haircare order, please get in touch with our Customer Service Team and they will look into it for you.
I missed my Olsson Haircare delivery, what should I do now?
If you weren't home when delivery was attempted, you should receive a card through your door to let you know where to collect your parcel from or how to rearrange delivery.
Can I change my delivery address?
You can ask, so please get in touch, and we’ll do our best to accommodate any amendments. Please bear in mind that your chosen method of delivery will impact our ability to amend any orders, so it may not always be possible.
Refunds and Exchanges
What should I do if the item I receive is faulty?
If you think your order is faulty, please get in touch with our Customer Service Team.
Part of my order is missing, will it get sent separately?
We’re sorry you haven’t received all of your order, please get in touch with our Customer Service Team stating your order number and they will look in to it for you.
You’ve sent me the wrong item, what should I do now?
We’re sorry, mistakes do sometimes happen. If you’ve received the wrong item, please get in touch with our Customer Service Team stating your order number and they will resolve it as quickly as possible for you.
Can I return opened cosmetics?
No. For hygiene reasons, we can only accept unopened cosmetics in their original packaging. Except in the instances of a faulty product. If you believe your product is faulty, please get in touch with our Customer Service Team.
How do I return my Olsson Haircare order for a refund?
Please securely package the items you wish to return, include a note explaining the reason you wish to return the product and post to: Olsson Haircare. 3 St Georges House, Vernon Gate, Derby. DE1 1UQ. England. UK.
For all returns please retain your certificate of posting until you have received your refund or exchange from Olsson Haircare.
Please note that all returns are at your own expense. Olsson Haircare will not refund the cost of return postage.
How long will it take to process my refund?
We will refund you within 14 days of your receiving your returned order and we will email you when your refund has been processed. The money may take 3-6 working days to show in your account. Unfortunately, these timescales are dependent on your card-issuing bank and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back into your account any quicker.
I’ve purchased a package or multi-buy, but wish to return a single item?
If you have purchased a kit or package of goods, you must return the entire package as sold. Similarly, this applies to any multi-buy discounts or promotions (except for an exchange where products are faulty/defective), alternatively, Olsson Haircare reserves the right to charge you for the goods retained by you at the full price quoted on this site.
In the case of faulty or defective goods being received please contact get in touch with our Customer Service Team to discuss.
Can I cancel my Olsson Haircare order?
You can, but be quick. We aim to dispatch all Olsson Haircare orders the next working day and so we may be unable to stop it from being dispatched to you. If it has already gone, there is nothing we can do.
However, you still have a legal right to cancel your contract with us at any time within 14 days without giving reason. The cancellation period expires 14 days from the day after you receive the products. To cancel your order, you can either inform us in writing or you can call our Customer Service Team. You must also return the products to us within 14 days of receiving it and at your own cost.
You will receive a full refund of the price paid for the products upon their return and inspection.
For all returns please retain your certificate of posting until you have received your refund or exchange from Olsson Haircare. Please note that all returns are at your own expense. Olsson Haircare will not refund the cost of return postage.
Offers and Promotions
What are the latest Olsson Haircare offers?
To receive the latest offers and promotions, please sign up to receive our newsletter at the footer of this website.
How do I use a offer or discount code?
If an offer or discount code is required, this must be correctly entered at the checkout. Please enter your shipping address and preferred shipping method to proceed to payment. The discount codes box is at the bottom of this page. Enter your code, and 'Apply Discount' to redeem your offer or discount.
Why hasn’t the promotion code I used worked?
This could be because your order does not meet the Terms and Conditions of the code you are trying to use. Please refer to your offer terms for more detail. If you think your order meets our Terms and Conditions and the code still hasn’t worked, please check that the code used has not expired. If you are still unsure, please get in touch with our Customer Service Team.
What are the standard Terms and Conditions for offers and promotional codes?
You can find our standard Terms and Conditions that apply to all offers, promotions and discount codes unless otherwise stated: Olsson Haircare reserve the right to withdraw promotions and offer or discount codes at any time. Our Conditions of Sale always apply.
Can codes be used retrospectively?
We cannot apply offer or discount codes to orders retrospectively, similarly, you must enter a promotional code at the point you place your order. Please ensure that you enter your code correctly and check that the relevant offer has been applied before you continue to checkout.
Can multiple codes be used together?
Offer or discount codes cannot be used in conjunction with any other offer, promotion or discount code and so we advise you to choose the promotion best suited to your purchase before you continue to checkout.
Can offer codes be used on discounted items?
Offer or discount codes may be used on full price items only. We may occasionally, from time to time offer a multi-buy discount, if any goods are returned (except for an exchange where products are faulty/defective), we are entitled to either require the return of all goods delivered as part of that multi-buy offer at your cost or charge you for the goods retained by you at the full price quoted on this site.
Can offer codes be used more than once?
Offer or discount codes may be used ONCE per customer unless otherwise stated.
Can I receive more than one free gift?
Afraid not. Where we are offering a free gift with a purchase of a product, we shall only provide one free gift per transaction (irrespective of how many products are purchased). The free gift is subject to availability and we reserve the right to change the free gift for a gift of equivalent value.
What delivery service applies for promotional delivery codes?
Standard delivery is always given with our Free Delivery promotions, if you're in a hurry, we suggest you use alternative methods.
Ingredients and Allergen Information
What Ingredients do Olsson Haircare include?
Please refer to each product for a full and complete list of ingredients. If you have a specific question that isn't answered here, please get in touch.
Which formulations are gluten free?
Is the collection suitable for Vegans?
Yes, with one exception. The styling wax is not considered vegan friendly.
Do you include Balsam of Peru?
Our products are 100% fragrance free, however we do include citric acid in some of our formulas - do check the ingredients for clarity on which.
If you have any queries that are unanswered, please get in touch with our customer service team.