FAQ

Orders & shipping

How long does delivery take?
We dispatch from our UK warehouse within 1 working day of you placing your order. Most UK orders arrive within 3-5 working days.

How much is shipping?
UK shipping is free on every order. There is no minimum spend.

Do you ship outside the UK?
No. We currently ship only within the United Kingdom.

Will I get a tracking number?
Yes. As soon as your order leaves our warehouse, we'll email you a tracking link. You can also check the status of any order from your account.

Can I change or cancel my order after placing it?
If you contact us within an hour of placing the order, we can usually amend or cancel it. After that, the order is with our warehouse and we can't change it — but you're still covered by our 14-day returns policy and 90-day guarantee.

Subscriptions

How do your subscriptions work?
You pick the supply size (1, 3, or 6 months) and we'll send you a fresh order at the same frequency. Subscription orders are automatically billed and dispatched on the same day of each cycle. You save 10-20% versus the one-time price depending on the product.

How do I pause, skip, or cancel my subscription?
You can manage everything yourself from your customer account on hairstockists.com — pause, skip a delivery, change the next charge date, swap products, or cancel. We'll also email you 3 days before each renewal so nothing is a surprise.

If you'd rather we handle it for you, email us at support@hairstockists.com and we'll sort it within one working day.

Will I be charged extra for being on a subscription?
No. The subscription price is lower than the one-time price — the discount is shown on every product page next to the supply options.

What happens if my card expires?
We'll email you ahead of any failed renewal so you can update your card. If a renewal payment fails, we automatically retry over five days. If we still can't take payment, the subscription is paused (not cancelled) until you update your card.

Returns & guarantee

What is your returns policy?

Two things sit on top of each other:

  1. 14-day statutory return. Under UK consumer law, you can return any unopened product within 14 days of receiving it for a full refund.
  2. 90-day satisfaction guarantee. If the product doesn't work for you within 90 days, get in touch and we'll work with you on next steps.

How do I start a return?
Email us at support@hairstockists.com with your order number and we'll send you return instructions. We aim to respond within 1 working day.

Who pays for return shipping?

  • If the product is faulty or we shipped the wrong item, we cover return shipping.
  • For change-of-mind returns within 14 days, you cover return shipping.

When will I get my refund?
We refund within 5 working days of receiving the returned item. UK card refunds typically appear within 5-10 working days from there.

Products

Are your products vegan / cruelty-free / suitable for [X]?
Each product page lists the full ingredients and any relevant suitability information. If you have a specific question — pregnancy, allergies, medication interaction — please email us and we'll get back to you.

Where are your products made?
Our products are formulated and manufactured by Growplex in the United States. We are the authorised UK reseller and we hold UK stock, ship from a UK warehouse, and provide UK customer support.

Are these products medicines?
No. Our products are cosmetic and supplement products, not licensed medicines. They are not intended to diagnose, treat, cure, or prevent any disease. If you have a medical condition, please consult your GP or a pharmacist before starting any new hair care or supplement regimen.

Account & payments

What payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Shop Pay, Apple Pay, and Google Pay. See our Payment Policy for the full breakdown.

Is my payment information secure?
Yes. Payments are processed by Shopify Payments (PCI-DSS Level 1) or PayPal — we never see or store your full card details.

Do I need an account to order?
No. You can check out as a guest. Creating an account makes it easier to track orders, manage subscriptions, and start returns.

Getting in touch

How do I contact you?

We aim to respond to all emails within 1 working day.