Frequently Asked Questions
We understand when making a purchase many questions arise in regards to the process going forward. We have listed below a series of frequently asked questions which may help you.
My Account FAQs
Please follow the password Reset instructions on the Login Page. Any further issues please visit our contact us page filing out all relevant information & one of our agents will be in touch within 48 Hours.
Don't worry, if you visit our log-in page and select Forgotten your password? then you can enter the email address registered and we'll send you instructions on how to get this reset.
It's easy to make changes to your details, whether it's your payment information, password or address book.
Log-in to your account and you'll see a range of categories at the bottom of the page under "Account Settings"
Log-in to your account and you'll see a range of categories at the bottom of the page under "Account Settings"
You’ll need to register here before you can place an order with GRD Hair. (Look for the icon resembling a person) As long as you have a valid email address, then you can head over to our sign up page, enter your details and then you will be good to go. Or You can do a guest checkout without keeping your order history.
We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.
If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.
If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.
If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the ‘Email Preferences’ option to make this change.
Delivery FAQs
First Check the delivery times on the question below
Royal Mail will send you an email if its tracked as soon as your order is on the way, so that you can find out when it will arrive. Search emails for @royalmail.com
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Royal Mail will send you an email if its tracked as soon as your order is on the way, so that you can find out when it will arrive. Search emails for @royalmail.com
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
All Orders are tracked
Your order will reach you as per the Estimated Delivery Times provided, aside from in times of severe weather conditions and exceptional circumstances.
United Kingdom
Standard Delivery: £3.95 or free over £50 up to 25KG
Estimated Delivery Time: 3-4 working days (after order date).
Europe
Standard Shipping: £6.70 under 1KG , £9.50 for over 1KG
Estimated Delivery Time: 7-10 working days (after order date).
United States / CA
Standard Shipping: £6.50 under 1KG , £9.95 for over 1KG
Estimated Delivery Time: 7-12 working days (after order date).
Your order will reach you as per the Estimated Delivery Times provided, aside from in times of severe weather conditions and exceptional circumstances.
United Kingdom
Standard Delivery: £3.95 or free over £50 up to 25KG
Estimated Delivery Time: 3-4 working days (after order date).
Europe
Standard Shipping: £6.70 under 1KG , £9.50 for over 1KG
Estimated Delivery Time: 7-10 working days (after order date).
United States / CA
Standard Shipping: £6.50 under 1KG , £9.95 for over 1KG
Estimated Delivery Time: 7-12 working days (after order date).
Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
If the calling card is missing, locate your tracking number in your account or email and contact your counties main delivery service for example the UK is RoyalMail.com and USA is Usps.com
This card is from the courier and lets you know where your parcel is and how you can collect it.
If the calling card is missing, locate your tracking number in your account or email and contact your counties main delivery service for example the UK is RoyalMail.com and USA is Usps.com
While most of our orders are free of any Import Taxes or Duty Fees as our products are made in the UK, we cannot be held responsible for any taxes, seizures or fees from importing our product. By complying with all local standards and regulations, we do our very best avoid any possible charges your country may assess your shipment.
1. Your order may be subject to import duties and taxes which are applied when it reaches the delivery destination. Please note that We have no control over these charges and we cannot predict their amount.
You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. We will not be liable or responsible if you do not pay any such import duties or taxes.
2. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.
3. If you return any products to us from a destination outside the UK, please ensure that the return parcel is marked clearly with the wording “Return to supplier” or wording having similar effect.
1. Your order may be subject to import duties and taxes which are applied when it reaches the delivery destination. Please note that We have no control over these charges and we cannot predict their amount.
You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. We will not be liable or responsible if you do not pay any such import duties or taxes.
2. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.
3. If you return any products to us from a destination outside the UK, please ensure that the return parcel is marked clearly with the wording “Return to supplier” or wording having similar effect.
Orders are processed for shipment within 36 hours, Monday to Friday morning. Processing may take longer if the order was placed around the Holidays or on a weekend.
Orders placed Friday, after 2 pm will be processed Monday morning evening. If Friday or Monday was a Holiday, please add an additional day for processing.
Orders placed Friday, after 2 pm will be processed Monday morning evening. If Friday or Monday was a Holiday, please add an additional day for processing.
Please use our contact form to confirm your order was placed.
Our emails could be ending up in your spam box or an incorrect email was entered at the time of checkout.
Search your emails for grdhairfolicscience.com
Our emails could be ending up in your spam box or an incorrect email was entered at the time of checkout.
Search your emails for grdhairfolicscience.com
GRD will provide refunds ONLY on unopened bottles (as inspected and determined by us) in situations deemed appropriate by GRD Hair UK
Orders FAQs
All items ordered with GRD Hair UK* depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.
Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.
How do I place an order?
It’s easy to place an order with us. Log-in to your account to begin browsing our range.
Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.
Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.
It’s easy to place an order with us. Log-in to your account to begin browsing our range.
Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.
Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.
Yes, click on the ‘My Basket’ icon at the top of the page and you’ll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.
Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to help you do so.
Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking ‘Add a new address.
Make sure your billing address matches your bank card
Make sure your billing address matches your bank card
We’ll send you an email (check junk folder) as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
We may ship items separately in the event of one or more of the items being delayed.
Your account will show any previous orders you’ve placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
All Orders are tracked
Your order will reach you as per the Estimated Delivery Times provided, aside from in times of severe weather conditions and exceptional circumstances.
United Kingdom
Standard Delivery: £3.95 or free over £50 up to 25KG
Estimated Delivery Time: 3-4 working days (after order date).
Europe
Standard Shipping: £6.70 under 1KG , £9.50 for over 1KG
Estimated Delivery Time: 7-10 working days (after order date).
United States / CA
Standard Shipping: £6.50 under 1KG , £9.95 for over 1KG
Estimated Delivery Time: 7-12 working days (after order date).
Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
All Orders are tracked
Your order will reach you as per the Estimated Delivery Times provided, aside from in times of severe weather conditions and exceptional circumstances.
United Kingdom
Standard Delivery: £3.95 or free over £50 up to 25KG
Estimated Delivery Time: 3-4 working days (after order date).
Europe
Standard Shipping: £6.70 under 1KG , £9.50 for over 1KG
Estimated Delivery Time: 7-10 working days (after order date).
United States / CA
Standard Shipping: £6.50 under 1KG , £9.95 for over 1KG
Estimated Delivery Time: 7-12 working days (after order date).
We’re sorry to hear you want to cancel. (Before you leave check out this page)
If there is anything that we might be able to do that means you don’t have to cancel.
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
You can visit our Returns Policy to help you get the order back to us instead.
If there is anything that we might be able to do that means you don’t have to cancel.
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
You can visit our Returns Policy to help you get the order back to us instead.
Once you’ve placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.
Select the relevant order and you’ll see that you can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.
Select the relevant order and you’ll see that you can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
Don’t worry we understand that this can happen; you can try and cancel the item in your account.
You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.
You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.
We’re really sorry that happened as we aim to provide high quality items to all of our customers.
To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.
Order Number
Product Name
Details of the fault
Images that support the fault, if applicable
As soon as we’ve looked into the fault we’ll let you know what we plan to do next by sending you an email.
To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.
Order Number
Product Name
Details of the fault
Images that support the fault, if applicable
As soon as we’ve looked into the fault we’ll let you know what we plan to do next by sending you an email.
We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help.
We’ll need to know the following information so that we can fix this for you:
Order Number
Incorrect item received
The correct item ordered
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
We’ll need to know the following information so that we can fix this for you:
Order Number
Incorrect item received
The correct item ordered
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
We take pride in our products so we’re sorry to hear you’ve received your order damaged.
Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.
Locate your original order confirmation and hit reply to email our support staff.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.
Locate your original order confirmation and hit reply to email our support staff.
