orders

where is my order?
All orders will ship within 2-3 business days from purchase. You will receive an order confirmation email. Once your order ships, you will receive an alert via email with the tracking information. Please NOTE: Due to the current pandemic, ROYAL MAIL has been impacted with some delays. Please reach out to sales@k18hairscotland.com for assistance. We appreciate your patience through these trying times and your continued support.
how do i change or cancel an order?
If you would like to cancel your order, please call us immediately at +44 (0)1389 717654 or contact us at sales@k18hairscotland.com. Please keep in mind our system is designed to fulfill orders as quickly as possible. We will make every effort to accommodate your request. Once your order enters the shipping process, we cannot cancel or make any changes to your order.
when will my credit card be charged?
Your credit card will be charged at checkout. When your order is placed an email confirmation will be sent.
what are my payment options?
We accept Visa, Mastercard, American Express, Google Pay, Apple Pay, Clearpay and PayPal.
is my personal information and credit card information safe?
We’ve taken steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

shipping & returns

do you offer free shipping?
We happily offer free shipping on all Orders over £40.00 within Scotland. Your order will ship via ROYAL MAIL.
how quickly can you ship my items?
All orders will be processed and shipped within 2-3 business days after your order is placed. Delivery times may vary for Scottish Highlands postcodes. Our business hours are Monday through Friday from 9am-5pm. If you place an order on a Friday, your order will ship by Tuesday the following week, given Monday is not a holiday.
what shipping methods do you use?
We ship all K18 products via ROYAL MAIL. We also offer expedited shipping at an additional cost. Please NOTE: Allow 2-3 business days for processing before your package is shipped per the expedited shipping selected.
what is your return/exchange policy?
Changed your mind? No problem. Our returns policy means you can return an item within 14 days of when you received it. If the item is unused and in its original packaging, we’ll offer an exchange or a full refund. Please NOTE: We only process returns for products purchased directly through our website. Any K18 products purchased at our partnering salons must be returned to the store it was originally purchased from.
how do i process a return?
To return your item, please contact a customer service representative at +44 (0)1389 717654 or via email at sales@k18hairscotland.com. Our business hours are Monday- Friday from 9am-5pm. We will refund your purchase within 5 working days on receipt of goods. Please include your name, address, telephone number or email address with the package. Returns address Warehouse5 Ltd, Unit 6, Levenside Business Court, 21 Levenside Road, Dumbarton, G82 2HP.