FAQs

 I’ve received a faulty item, what should I do?

  • Contact via email at info@hugstylist.com with your invoice number, a description of the fault and if possible a picture.
  • It may take us a longer than normal to respond then we would like due to current circumstances but we will reply as soon as we can – ideally within 1-2 working days depending on the query.

Am I able to amend my order?

  • Unfortunately once an order has gone through on our website we cannot add or amend items. As Customer Service are working remotely they are unable to retrieve your order from the warehouse.

Can I change my delivery address?

  • Many of you will need to change your delivery address from your salon to your home. You can do this during the checkout process by clicking on ‘Add New Address’.
  • Alternatively, if you have already placed your order you will be given the opportunity to change your address once you receive tracking details from the courier. There will be a link where you can leave delivery instructions or choose an alternative address.

When will I receive my order?

  • Once placed, your order will be in a queue waiting to be picked & packed at our distribution warehouse.
  • When it is ready for dispatch you will receive an email from us.
  • Then when the courier has collected your parcel you will receive tracking information from them via email/text message.

How do I track my order?

  • You will be sent tracking details from the courier via email/text message.
  • Tracking information will only be sent once the parcel has been dispatched and collected by the courier.