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Frequently Asked Questions

Orders

How do I place an order?

To place an order with us, start by browsing our site to find the item/s you wish to purchase, then simply click the “Add to Bag” button. If you’d like to add more items, click on “Continue Shopping” in the pop-up window. Or if you’re done, click “View cart and checkout”. You’ll be taken to a “Shopping Cart” page where you can view everything in your bag, as well as the shipping cost and overall order total. Hit “Begin Secure Checkout” - where you’ll need to fill in all your required details. Please proceed then to the "Delivery Details" page where you may fill in your delivery address. Once completed you may proceed to the "Payment Option" page. You’ll be directed to a page to select your chosen payment details. Once done, hit the “Place Order and Pay” button. Now you’re on your way to receiving your very own Hairhouse Warehouse parcel.

Should you get stuck along the way or have any questions, please feel free to send us a message on the live chat or drop us a mail [email protected] and we can talk you through placing your order. Happy shopping!

How do I check my order status?

To check the status of your order, simply log in to your account and navigate to "Customer Account" found at the bottom of the page. Once in, click on "My Orders" in the left hand side menu. Alternatively send us an email to [email protected] or send a message through live chat and we will be happy to assist you with providing the status of your order. Just make sure to have your order number ready.

If you placed and order as a guest and do not have an account with us, you can send us an email or live chat message or wait until the tracking information email is emailed to you which will confirm the order has been processed.

How do I know my order has been processed?

Once your order has been processed, packed and ready to be collected by the courier, you will receive a tracking information email that will guide you how to track the parcel's location.

How do I get my order as quick as possible?

The cut-off time for same day order processing is 12pm so make sure to get your order in before that time for quicker delivery time. Orders placed before that time (excluding ones placed with Manual EFT) will be processed, packed and collected by the courier on the same day.

Can I change my order once it been placed?

Once an order has been placed in checkout, it cannot be changed or altered. Products or quantities cannot be changed once the transaction has been completed.

For an order to be changed, the placed order will need to be cancelled and a new order placed with the correct products and quantities.

The process of cancelling and placing a new order will depend on the chosen payment method. These are listed below:

  1. Orders placed by debit/credit card or Instant EFT with i-Pay will require the order to be cancelled and an in-store credit issued to the amount paid for the order. A new order will then be placed and the in-store credit can be applied to that order.
  2. Orders placed by Manual EFT can be cancelled immediately if payment has not been completed by the user and a new order created immediately after. If payment has already been completed, the payment will need to be found in our statement first before the order can be cancelled and an in-store credit issued to place a new order.

If you are still unsure how to change your order, send us an email to [email protected] or send a message in our live chat message box.

Can anyone purchase on this website?

Yes! We are a consumer online retail store and supply products to the public. All our products are professional and salon-grade.

How do I make contact if there is an issue with my order?

You can let us know if there is an issue with the order you placed by sending an email to [email protected] or by sending a message through our live chat box at the bottom left of the screen.

You can also visit our Contact Us page for more information.

Payment

How do I pay for my order?

Payment for goods on Hairhouse Warehouse can be made in one of four ways: Debit Card, Credit Card, Instant EFT or Manual EFT. Payment pages on Hairhouse Warehouse are secured and it is completely safe to enter your details. This is indicated by the secure connection lock symbol shown on the URL bar.

If you select Manual EFT as your payment option, please note, banking details will be at the bottom of the order confirmation email you receive. Your payment may take up to 3 days to reflect in our account and once received your order will be processed.

In case you miss our banking details, you can find them on our Banking Details page.

What is Instant EFT and how does it work?

Instant EFT differs from manual EFT in that, with manual EFT, you would need to go to your bank or online banking site and, using our bank account details, make the payment in your own time. This payment could then take up to 3 days to reflect on our end. With Instant EFT, payment is well, instant. Here's how to use it:

1. Select Instant EFT with OZOW as your payment option during checkout
2. Select your bank from the list presented
3. Enter the relevant details in the OZOW portal (details are not stored)
4. Select an account to pay from e.g. Cheque, Savings (If you only have one account, it will be automatically selected for you and this step will be skipped) The automated process will navigate and populate the relevant fields on your behalf in the background
5. Your bank will send you a form of payment authentication either by means of SMS, USSD Push message or In-App 6. Once you have successfully authorised your payment, the transaction is marked as complete. You will then receive a notification that the transaction was successful and the order can then be processed. There is no need to send through a proof of payment and no need to wait for the funds to reflect in our account. Hairhouse Warehouse does not store or capture any of your banking details.

Are my details secure?

Our website is highly secure with a private, secure connection present on every page including checkout. You can verify the security with the lock symbol shown on the left side of the URL bar.

We do not store any card or private bank information as only payment portals are present in checkout.

Do you offer payment upon delivery or purchasing terms?

We do not offer the option to pay for orders upon delivery as a security concern. We also do not offer purchasing terms for any orders. Delivery is only made once orders are paid in full using one of our payment methods available in checkout.

Delivery

How is delivery made?

All orders placed on the website will have delivery arranged to be delivered by RAM Couriers service.

Deliveries are made during work works on week days. No deliveries are made on weekends.

For more info on deliveries, click here.

Are there delivery charges?

Hairhouse Warehouse offers free delivery for orders over R599.00. For orders less than R599.00, a R99.00 delivery charge will apply. This applies for all valid addresses country-wide.

How long until I receive my order?

All parcels begin delivery in Gauteng at RAM Courier's headquarters:

  • Addresses within Gauteng receive orders within 1-2 working days
  • Addresses outside Gauteng receive orders within 2-4 working days
  • We do not offer a same day order delivery service and parcels cannot be delivered to PO boxes or post offices
  • Deliveries to rural or remote areas can take longer as RAM Couriers may only service these areas on certain days of the week
Can I collect my order?

Collections are unfortunately not offered. All orders have courier delivery arranged to your specified location.

Returns

How do I organise a return for a product I ordered?

Hairhouse Warehouse offers returns terms intended to provide flexibility and convenience for all customers.

Returns can be completed for items that are unwanted, damaged, faulty or not the same as what you ordered on the website.

If you placed the order under a registered account and it is within 10 days of receiving the parcel, log in to your account, navigate to your account dashboard, click on the "MY RETURNS" tab on the left side of the page and then click on the "Request New Return". Fill out the necessary details and attach any relevant images and submit the form. We will get back to you as soon as possible. If the order was received longer than 10 days ago, you can request a return by using the contact details on our Contact Us page.

If you placed the order as a guest, you can submit a return using our Guest Purchase Returns page.

For specific information about a returns situation that best applies to your situation, please consult our Returns Policy information page.

Can I exchange one product for another?

Exchanges are available for certain products. For specific information about our product exchanges policy, please consult our Returns & Exchanges Policy information page.