Frequently Asked Questions

• I have received a damaged item what do I do?
• How long will my order take to arrive?
• Can I return a product that I have purchased from HEAD to TOE Shop?
• Is HEAD to TOE Shop authorised to sell all of the brands on the site?
• I cannot find the size I would like.
• What is your Privacy Policy?
• What are your Terms and Conditions of sale?
• I am having trouble placing an order.
• How do I qualify for the best prices and offers.
• What happens if I haven't received my order?
• How do I find the product I am looking for?
• Can I buy products if I am under 18 years old?
• Can you ship anywhere in the world?
• How do I change my e-mail address.
• How do I change my password.
• How do I change my address details.
• How do I view orders that I have placed.

I have received a damaged item what do I do?

Unfortunately some parcels do receive rough treatment in transit. Please contact us at sales@HEADtoTOEShop.co.uk and we will arrange for a replacement to be dispatched to you as long as you contact us within 10 days of placing your order. We will generally request that the damaged product is returned to help us improve our quality control systems, in this event we would credit you the postage cost to return the goods via recorded first class mail.

How long will my order take to arrive?

Within the UK

Our orders are sent via Royal Mail 1st Class post or via courier and are normally delivered within 48hrs. Please note that this is not guaranteed and some parcels can take slightly longer due to postal delays especially during busy periods such as Christmas. Occasionally Royal Mail deliveries are not reaching customers as quickly as we would like, therefore please allow up to 7 working days for your delivery to arrive. Please note: On most occasions you will be required to sign for the package, therefore please ensure that there will be someone present at the delivery address you have selected.

Outside the UK - Not currently available

Our international orders are normally shipped via Airmail to the destination country and then via your local postal service. Within Europe orders normally arrive within 5-7 days. As with parcels sent within the UK, some parcels can take slightly longer due to postal delays. Parcels may also be delayed by customs procedures.

Please note that we cannot be held responsible for items delayed in the postal system as this is beyond our control.

In some instances it is prohibited to send pressurized containers via Air Mail, so orders with pressurized products will be sent surface mail, which can take considerably longer to arrive. If you would like to order pressurized products along with other products, but would like the shipments separated to speed up delivery of the non pressurized items, then please e-mail us at sale@headtotoeshop.co.uk, so that we can advise you of the cost to do this.

What will the Postage and Packaging costs be?

• Standard delivery UK (2-5 days) £2.50, Free for orders over £30.00.
• First Class Delivery UK (1-3 days) £3.50.
• Europe Not currently available

Can I return a product that I have purchased from HEAD to TOE Shop?

We do accept goods back at HEAD to TOE Shop on the basis that the goods have been un-opened and unused and are in a re-saleable condition. By this we mean that all packaging and or cellophane wrapping and tamper resistant seals must be intact. Sometimes manufacturers will apply a security seal to the outside of a box, for example GHD irons, if this seal is broken the item cannot be re-sold and will not be accepted by our Returns Dept. If the item(s) you wish to return meets our returns criteria then please return it to us using the following address:

We will refund the value of the goods upon receipt of them or exchange them if requested. Please see our Returns Procedure section under 'HELP' for further details. When returning items to us please ensure that you include a brief explanatory note which must include your name, order number and the reason for the return.

Is HEAD to TOE Shop authorised to sell all of the brands on the site?

HEAD to TOE has been trading for over 20 years, and is recognised as a leading business within the hair and beauty industry. We will only sell products that we are fully authorised to sell, and that have full original manufacturer backing and support. You can also be assured that we are extremely selective of the ranges and brands that we offer, to ensure our customers can buy in confidence. If you wish to visit our salon website please go to www.httsalon.com.

I cannot find the size I would like.

We try to offer a range of product sizes to meet most customers requirements. You will find the different sizes of the same product next to each other in their appropriate catagory. If you cannot find the size you would like, it maybe we do not stock it, or that it is not available in that size. To make this easier, we have tried to include the product size in the name of each product so that it is easier to find.

What is your Privacy Policy?

We guarantee that every online purchase you make from our store is a secure transaction. Our site uses the strongest commercially available level of encryption, 128-bit Secure Socket Layers (SSL). This ensures that your transactions are secure and your information cannot be hi-jacked or redirected to anyone but HEADtoTOEshop.co.uk and Sagepay who process your payment. Your financial information is not stored at HEADtoTOEShop.co.uk as that information is only required by Sagepay.

What information we hold about you

If you have bought something from us we will have your email address, phone number, address and credit card details (Sagepay only). If you choose to deliver items to a third-party (such as a friend) we will have their name and address. Information is only used to help us deliver the parcels and contact you. You may also optionally decide to receive our newsletter and special offers. You can opt-out of this at any time by using ‘My Account’. We also maintain an order history of your purchases. This allows you and us to track your deliveries and review your past purchases. We may offer you a reward for purchases or make an offer we think you might like based on your order history. We also collect information of a general nature about how many hits our website gets. And we monitor the site traffic patterns; this tells us which areas of the site are being visited more than others. It also helps us build a more useful site in subsequent re-designs. We do not track individual users pathways through the site. Our site may also use cookies.

What are your Terms and Conditions of sale?

Our full Terms and Conditions are on the 'help' page that can be found in the top navigation bar on the home page.

I am having trouble placing an order.

We do have anti-fraud measures that will automatically fail any credit card if it fails certain security systems. If your card has failed please try the following:

• Check that we accept the card you are trying
• Make sure that there are no spaces in the credit card number
• Check that you have entered the correct expiry date of the card (you do not need to enter a start date or issue number if your card does not have one)
• Ensure that you have entered the 3 digit Card Security Code from the back of your card.
• Try another card

If you are still experiencing problems placing your order, then please contact us at sales@HEADtoTOEShop.co.uk with your order details where we will be able to manually process your order. Alternatively, you can fax your order through on +44 (0)1865 326100 (24hrs).

How do I qualify for the best prices and offers.

You will need to become a member by registering at HEADtoTOEShop.co.uk, registration only takes a couple of minutes and once you are a member, you will be able to access all the offers advertised on the site, along with our best prices listed next to each product, you will also be entitled to special offers that are made from time to time in our newsletter.

What happens if I haven't received my order?

The parcel has been delayed in the postal system. If your parcel has been recorded we may be able to view its delivery status, or forward the tracking number so that you can make enquires at your local Post Office, however, recorded delivery is not a tracked service. Parcels sent via standard 1st Class Post or via Airmail do not carry tracking numbers so cannot be tracked once they have left us. Royal Mail will not deem a parcel to be lost until it has been in the postal system (national or international) for a period of 10 working days. It is very rare for a parcel to take this length of time to arrive but we are unable to dispatch a replacement until this period of time has elapsed. If your order still has not been delivered after 10 working days, please contact us at sales@HEADtoTOEShop.co.uk and we can arrange for a replacement to be dispatched to you.

How do I find the product I am looking for?

If you know the name of the manufacturer of your product, simply look it up using the 'Brand' tab, on the left hands side of the navigation bar of the home page, or by selecting the company name in the brands panel at the bottom of the home page. Alternatively, select the product type you are looking for in the top navigation bar of the home page, and you will be guided to the product. If you wish to find a product that solves a specific problem, then search on the attribute of interest to you on the left hand side menu of the brand or product type you have selected. Follow the attribute selection that most suits your requirement, and you will be guided to suitable products. Alternatively, if you know the name, or part of the name of the product, enter it into the search box at the top of the left hand column on the home page, press 'search' or your return key, and the closest name matches will be shown to you.

Can I buy products if I am under 18 years old?

If you are under 18, you must ask your parents or a guardian before you:

• E-mail the website, or ask HEADtoTOEshop.co.uk to e-mail anything to you;
• Send in any information to HEADtoTOEshop.co.uk;
• Buy anything online from HEADtoTOEshop.co.uk .

By continuing to use this website and any of the services offered, you are confirming that you have received the consent of your parents or a guardian. PLEASE NOTE that all minors are recommended to discuss our terms and conditions with their parents before they complete the registration process.

Can you ship anywhere in the world?

We currently ship to the UK only.

How do I change my e-mail address.

To change your e-mail address, you will need to log in to the site via 'My Account' at the top right hand side of the home page. Once you have logged in select 'Account information.' You can change your e-mail address there. Don't forget to press SAVE to save your changes.

How do I change my password.

To change your e-mail address, you will need to log in to the site via 'My Account' at the top right hand side of the home page. Once you have logged in select 'Account information.' You can change your password there. Don't forget to press SAVE to save your changes.

How do I change my address details.

To change your home address, you will need to log in to the site via 'My Account' at the top right hand side of the home page. Once you have logged in select ''Address book. You can change your home address there. Don't forget to press ‘Save address’ to save your changes. You can add a number of addresses in this section.

How do I view orders that I have placed.

Log into the site via 'My Account' and select 'My Orders'. This will give you a list of the orders you have placed, the date you placed it, and the order status. It also allows you to see the order, by clicking on the order.