Shipping policy
Shipping Policy
At Direct Hair Products, we aim to process and dispatch orders as quickly as possible.
Delivery Area
We currently deliver to UK Mainland addresses only.
If we are unable to deliver to your address, this will normally be shown at checkout or we will contact you after your order has been placed.
Order Processing and Dispatch
We aim to dispatch orders within 1 business day of receiving your order.
Business days are Monday to Friday, excluding UK bank holidays.
Orders placed on weekends or bank holidays will normally be processed on the next business day.
During particularly busy periods, including promotional events, sales or the Christmas period, dispatch may take slightly longer.
Delivery Service
Orders are normally sent using DHL's next-day parcel service.
Once your order has been dispatched, DHL will usually aim to deliver it on the next business day.
Please note that next-day delivery refers to the courier service used after dispatch and is not a guarantee that your order will arrive the day after you place it.
For example, an order placed on a Friday may not be dispatched or delivered until the following business days.
Delivery Times
Our normal delivery process is:
- Dispatch: We aim to dispatch within 1 business day.
- Delivery after dispatch: DHL normally aims to deliver on the next business day.
Delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control, including courier delays, severe weather, transport disruption or unusually high parcel volumes.
We will not be responsible for delays caused by the courier or other circumstances outside our reasonable control, but this does not affect your statutory consumer rights.
Tracking Your Order
Where tracking is available, you may receive tracking information or delivery updates from DHL once your order has been dispatched.
DHL may also provide options to manage your delivery, such as rearranging delivery, nominating a neighbour or selecting an approved safe place.
Safe Place and Delivery Instructions
If you instruct DHL to leave your parcel in a nominated safe place, with a neighbour or at another location, please ensure that the location is suitable and secure.
Where a parcel is delivered in accordance with delivery instructions you have provided, responsibility for the parcel may pass to you once the delivery has been completed in accordance with those instructions.
Missed Deliveries
If nobody is available to receive your parcel, DHL may:
- attempt delivery again;
- leave the parcel with a neighbour where appropriate;
- deliver it to an approved collection location; or
- provide instructions for rearranging delivery.
Please follow the information provided by DHL to arrange any necessary redelivery or collection.
Incorrect Delivery Address
Please check your delivery address carefully before submitting your order.
If you notice an error, contact us as soon as possible at info@directhairproducts.co.uk.
We will try to amend the address before dispatch, but we cannot guarantee that changes will be possible once an order has entered the packing or delivery process.
If an order is returned to us because an incorrect or incomplete address was provided, we may contact you to arrange redelivery.
Split Deliveries
In some circumstances, an order may be sent in more than one parcel.
Where this happens, parcels may arrive separately even if they form part of the same order.
Delayed or Missing Parcels
If your parcel has not arrived within the expected delivery timeframe, please check your DHL tracking information first.
If you still require assistance, contact us at:
Please include your order number so we can investigate the delivery with the courier.
Damaged Parcels
If your order arrives damaged, please contact us as soon as reasonably possible at info@directhairproducts.co.uk and include:
- your order number;
- a description of the problem; and
- photographs of the parcel and damaged item where possible.
Prompt notification helps us investigate the issue with the courier, but your statutory rights are not limited by a short reporting deadline.
For more information about faulty, damaged or incorrect goods, please see our Refund & Returns Policy.
Our Responsibility for Delivery
We remain responsible for the goods until they are delivered into your physical possession, or to a person you have identified to receive them on your behalf, except where the law provides otherwise.
Nothing in this Shipping Policy affects your statutory consumer rights.
Contact Us
If you have any questions about delivery or an existing order, please contact:
Direct Hair Products
A trading name of BLACKLAKE SUPPLIES LTD
Company number: 11964791
Email: info@directhairproducts.co.uk