What happens once I place an order?
Once you have picked what you would like in your box of self-care an order summery is sent to our warehouse where it is picked and packed ready for our courier driver to deliver.
If you place your order by 11am it will be picked up by a courier driver on the same business day.
If you place your order after 11am it will be packed and ready for pick up the following business day.
Depending on your location and how far your package has to travel it can take anywhere from 3-14 business days.
What happens once I have placed a click and collect order?
Once you have placed your click and collect order it will be sent to our warehouse for packing. Please note click and collect orders can only be local Brisbane area.
Once your order is ready for collection you will receive a text message from @hairbyu.
Pick up times are anywhere between 10am and 4pm Monday to Friday.
- Upon pick up you will be asked to show proof of click and collect invoice.
- You will be asked to sign a click and collect record sheet and provide us with your licence number.
Do you stock cruelty-free and/or Vegan Products?
We stock a wide range of cruelty free and vegan products such as top brands like Arvo, Davroe, De Lorenzo, Hi Lift, Juuce, Nak, OriLab, Pure & many more.
Please check our website for all our brands & products that are clean & natural: https://www.hairbyu.com.au/all-hair/clean-natural/ and feel free to contact us: https://www.hairbyu.com.au/form/contact-us/ for recommendations as we are more than happy to help!
What is your returns policy?
At @Hairbyu, your satisfaction is our top priority. If you're not 100% satisfied with your purchase, we offer easy returns and refunds, ensuring a smooth shopping experience.
How to Return an Item:
If you wish to return an item, simply contact our customer support team within 30 days of your order date. You can reach us via email at info@hairbyu.com.au, and our team will guide you through the return process.
We accept returns for the following reasons:
- Change of Mind
- Faulty Item or Electrical Appliance
- Skin Reactions or Allergy Issues
- Incorrect Item or Damaged on Arrival
For your convenience, we offer store credit or a refund for eligible returns.
Note: To read our full returns policy, please visit: Returns Policy
What happens if my item is incorrect/missing or comes damaged on arrival?
If you are missing an item or received an item that is not what you ordered, or it arrived damaged, please take a photo of the product and your invoice and send through to our customer support team within 7 days of delivery.
PLEASE NOTE: don’t dispose of the item until we have had a chance to chat with you.
“You can read our full returns policy https://www.hairbyu.com.au/returns-policy/
What Payment Methods Do You Accept?
Payment methods available at checkout include:
- PayPal
- ZipPay
- Afterpay
- Direct Deposit
- American Express
- MasterCard
- Visa
- Apple Pay
- G Pay
There is a small fee associated with some of our payment methods starting from 1.25%
Do you have Gift Cards Available?
We offer eGift Vouchers as we think it’s the perfect gift guaranteed. Simply choose the amount you wish to purchase, write your personalised message & we'll deliver it directly to your special someone's inbox on the date & time you choose.
Our eGift Vouchers don’t come with an expiry date, therefore your special someone has all the time in the world to redeem it.
Shop eGift Vouchers via: https://www.hairbyu.com.au/value-packs-gifts/egift-vouchers/
What Shipping Options Are Available
We offer standard FREE shipping on orders $99 or more unless there is a sale promoting free standard shipping of a different dollar value. If your order total is below $99, a flat rate of $13.95 will be charged at checkout. Our couriers for standard shipping are either Sendle or Australia Post.
We also offer an Express Shipping option for a flat rate of $17.95 on non-dangerous goods. This shipping option is through Australia Post only.
We use recycled packaging for our parcels as we work towards our goal of becoming Carbon Neutral.
For more information on Shipping & Delivery information page via: https://www.hairbyu.com.au/shipping-delivery/
What Should I Do If There’s an Issue with My Order?
At @Hairbyu, we understand that sometimes things don’t go as planned. If there’s an issue with your order, we're here to help and ensure its resolved quickly.
How to Get Help:
If something's gone wrong with your order, please contact our customer support team as soon as possible. You can reach us via our contact form here: Contact Us
Our customer support team is available to assist you Monday to Friday, from 10:00 AM to 3:00 PM (AEST).
Helpful Links Before Contacting Us:
We encourage you to check out the following resources that may answer your questions or help resolve the issue:
- Returns Policy – For information on how to return or exchange an item.
- Resolution Centre – For issues related to warranties, faulty items, or product support.
Our goal is to provide exceptional service, so if you're facing any difficulties, don’t hesitate to reach out – we’re here to help!
