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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.

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 as a security measure. 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 a website voucher issued to the amount paid for the order. The user will place a new order, apply the voucher in checkout and cover any difference in the grand total amount.
  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 a voucher 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 right 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 three 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.

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 website at this link: https://www.hairhousewarehouse.co.za/banking-details

 

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 a payment to us. 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 i-Pay instant EFT as your payment option during checkout
2. Select your bank from the list presented
3. Login to the i-Pay portal using your internet banking credentials as you would on your bank's website (credentials 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 I-Pay sends notification to the seller on the outcome of the transaction and inturn, the seller will process your order immediately. There is no need to send through a proof of payment and no need to wait for the funds to reflect in the seller’s bank 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 R500.00. For orders less than R500.00, a R78.00 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

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.

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.