Shipping & Delivery Policy
At Josh Hair and Beauty, we’re committed to ensuring that your order is delivered safely, efficiently, and with full transparency. Please review our shipping policy below before placing your order.
Shipping Options
We currently offer the following delivery methods:
UK Standard Shipping
Delivery Time: 3–7 working days
Cost: £5.99 (flat rate)
Free Shipping: Orders over £150 qualify for free standard delivery
Tracking: Included and sent via email upon dispatch
International Shipping
Delivery Time: Varies by location (typically 7–14 working days)
Cost: £19.99 (flat rate)
Tracking: Included and sent via email upon dispatch
Customs & Duties: Customers are responsible for any import duties, VAT, or taxes upon arrival in their country
In-Store Collection (UK Only)
Available for customers who need their items urgently
Select “In-Store Pickup” at checkout and collect from our Croydon location during opening hours
You’ll receive a notification when your order is ready for collection
Processing Times
All orders are processed within 1–3 working days from the date of payment
Orders are not shipped or processed on Sundays or public holidays
You’ll receive a confirmation email once your order has been dispatched, including your tracking number
Tracking & Delivery Responsibility
Once your parcel has been dispatched and tracking information issued, responsibility for delivery passes to the courier
We currently use Royal Mail and UPS for UK and international shipments
If your parcel is marked “delivered” but you have not received it, you must raise the issue directly with the delivery provider
We will provide contact details for Royal Mail or UPS upon request to assist with delivery disputes
Lost, Stolen, or Delayed Packages
Josh Hair and Beauty is not liable for lost, stolen, or delayed parcels once they have been handed over to the courier
We recommend customers use their tracking number to follow up directly with the shipping company
If your order does not arrive within the expected time frame, please contact the courier service for an investigation
Customs, Duties & Import Taxes
For all international orders:
You, the customer, are responsible for paying any applicable customs fees, import duties, or taxes
These charges are not included in your purchase or shipping cost and are set by your country’s customs agency
Need Help with a Shipment?
If your item has not been shipped yet, or you need help understanding tracking updates, feel free to contact us at:
info@joshhairandbeauty.com
Returns & Exchanges
Josh Hair and Beauty is committed to providing high-quality products and services.
This policy applies to online purchases only. For salon service issues, please see the “Refunds for Services” section below.
What Can Be Returned
We accept returns for:
Incorrect items (e.g. wrong item sent)
Faulty or damaged goods upon delivery (must be reported within 48 hours)
Returns must be requested within 14 calendar days of receiving your order. Items must be:
In their original condition
Unworn, uninstalled, and unaltered
In original packaging, including all tags and labels
What Cannot Be Returned
For hygiene and safety reasons, we cannot accept returns on the following:
Wigs or bundles that have been worn, installed, cut, coloured, or altered in any way (e.g. lace cut, hair styled)
Custom-made, coloured, or personalised wigs
Hair products that have been opened or used
We do not offer refunds for customer dissatisfaction where the product has been accurately described and delivered as advertised. All essential information, including texture, length, colour options, and care is clearly provided before purchase.
Exchanges
We offer exchanges (not refunds) on eligible products excluding wigs. The product must meet the same return criteria listed above.
Return Instructions
If you are eligible for a return:
Email us at info@joshhairandbeauty.com within 14 days of receiving your item.
Await approval and return instructions.
Send the item back to the provided address.
Please note:
Customers are responsible for return postage and ensuring items are returned securely.
We recommend using a tracked postal service, as we are not liable for lost or damaged returns.
Refunds
Refunds are issued to the original payment method.
We also offer store credit upon request.
Delivery charges are non-refundable.
Refunds are processed within 5–10 working days after we receive and inspect the item.
Refunds for Services (In-Salon)
Refunds, complaints, or concerns relating to salon services (e.g. hair colouring, styling, treatments) are handled in-store or over the phone and are not covered by this online policy.
Please contact the salon directly or email info@joshhairandbeauty.com if follow-up is required
Faulty or Incorrect Items
If your item is damaged or incorrect:
You must notify us within 48 hours of receiving the item.
Email info@joshhairandbeauty.com with your order number, a description of the issue, and clear photos.
We will offer a refund, replacement, or store credit based on the situation and stock availability.
Disputes & Complaints
All customer service queries, disputes, and complaints must be sent to:
info@joshhairandbeauty.com
We aim to resolve all issues fairly and efficiently within 5 business days.