About Us

FAQ’s

 

I am unsure whether a product is right for me, where can I get the best advice?

Call our Helpline: 0800 990 008

You will speak to a real person and receive expert and friendly advice on all our professional salon products.

How do I reset my password?

Click ‘Login’ in the top right-hand corner of the website will bring up the login box. 
This box includes a hyperlink ‘Forgot Password?’ which prompts you to enter your email address.
You will then receive an email with instructions on how to reset the password to your account. 

As this is an automated email, please be aware that it could go into your spam/junk folder.

I have not received a confirmation email?

Depending on your spam filters, it is possible that your confirmation email has been forwarded to your junk folder – we would recommend double-checking your junk folder.

IMPORTANT: Check the email address that has been USED for your order.

How long do I have to wait for my Order?

We are dispatching daily Monday to Friday. Usually your order will be dispatched the same day it is received or Monday if ordered Saturday or Sunday.

Sometimes you need to allow for a couple of extra days for delivery because of Courier overloads in some areas.

How will my products be packaged?

We take pride in ensuring that your delivery experience is the best possible. All items are sent in our special heavy duty cardboard boxes, all products are bubble wrapped and securely packed tightly, with heavy paper packaging.

We DO NOT use Satchels!

Are the items in my cart reserved?

Adding items to your cart does NOT reserve the stock. To avoid missing out, complete the checkout to secure your items.

Where do you Ship to?

At present we are shipping to New Zealand and Australia. If you require shipping further afield please contact us for available options.

Can I Click and Collect my order?

Available for our Auckland Customers only. Just select Click & Collect option at Cart or Checkout. Orders are collected from our Warehouse in Hobsonville. We will send you an email when your order is ready to collect.  Collection times are between 10.30am and 12.00pm Monday to Friday. Saturday by Arrangement.

Am I able to pay in person by EFTPOS?

Unfortunately we do not have counter service available. All purchases must be made online.

Can I place an order over the phone?

All orders can be processed online through our website checkout.

If you need any assistance in doing so, please feel free to give us a call on 0800 990 008

What Payment methods can I use?

Credit cards accepted are Visa, Mastercard and American Express. You can use your Visa Debit Card. Ordering on your phone? Use Apple Pay or Google Pay. You can also buy now and pay later with Afterpay, Zip, Laybuy.

What is a ‘CCV’?

The Credit Card Verification Code (CCV) is the three- or four-digit code on your credit/debit card used as a security measure for all online transactions. It only appears on the card itself, which verifies that you, the buyer, have the credit/debit card with you during the purchase. The CCV is printed on your credit/debit card, not embossed like the account number is. Where the CCV is located depends on the type of credit/debit card you’re using. On Visa/MasterCard, the CCV is the last three digits on the back. With American Express, it’s the last four digits on the front.

How will I know when my order has been dispatched?

As soon as your order has been dispatched from our warehouse you will receive an email notification from the Courier Company that your order has been picked up. And a Tracking Number. You can use this number to track and follow your order and its delivery progress.

I entered all of my details at the checkout and it will not process?

Check whether you have  ticked “Deliver to another address” and not entered a delivery address.

I entered my introductory discount coupon at checkout and it did not give me my discount?

Coupons can only be used once by each new customer. A minimum spend of $60 applies.

Check that you have entered the Coupon Code in the right place.  It will NOT work if you enter it as a GIFT CARD.

Coupons should be entered on the CART page.

I forgot to enter my coupon code at checkout. Can I still get my discount?

Once your order has been placed we are unable to change the purchase price or refund the discount. As long as the coupon hasn’t been used, it will be still available for your next purchase.

I have a balance left on my Gift Card Voucher. Can I get a refund?

All Gift Card vouchers are redeemable for online purchases only. Any available balance can be applied against any future order. We do not refund Gift Card Balances under any circumstances.

How do I know if you carry a specific brand?

Click on the BRANDS located in the main navigation menu. From there you can view all the brands that we stock. To find out about any new brands coming subscribe to our newsletter and follow us on Instagram and Facebook.

How do I know if I am purchasing a genuine product?

All our salon products are guaranteed genuine sourced from the official brand manufacturer or distributor. 

What do I need to do if I receive the wrong product?

Take a photo of the incorrect item and email us at: [email protected] with your order number.

Occasionally there are errors. Please let us know ASAP so we can get it sorted for you straight away.

What happens if the item I’ve ordered is Out of Stock?

You will be notified immediately of any delay, with all available options including a refund.

Are my Credit Card details confidential?

We take credit card security very seriously. All transactions are transmitted via a secure certificate using Stripe payment gateway. We never see or store your credit card details.

Can I change or cancel my order?

We take pride in our fast delivery which means that most orders are packed and dispatched within a short period of time. You will need to contact us immediately. If your order has not yet been dispatched we will be able to cancel your order and a $10.00 Administration fee is taken from the refunded payment, Once your order has been dispatched we are unable to make any changes or cancel your order.

I can’t see my order in my account?

If you checked out as a guest, please note that your order won’t show up in your ‘order history’ if the account was created after placing the order.

What are the benefits of having an account with you?

You will be able to access the following: 

  • Your account details/update
  • Your saved addresses/update
  • Your payment methods/update 
  • Your orders
  • Your wishlist 
  • Your Loyalty Rewards Points
  • Your gift card balance 
  • Receive order updates

If I return a product because I have changed my mind do I have to pay the freight?

Freight charges are the customer’s cost and are not refundable.

How do I report an issue I’m having with the website?

If you have any difficulties using our site, please let us know! You can email or call us on 0800 990 008
Please let us know the device and browser you are using to access the site to help us troubleshoot the problem.

I have experienced an Allergic Reaction to one of your products? 

Your input will help us communicate to the brand involved and find an appropriate solution! 

Please include the following information:

  • Your order number
  • The name of the product that caused an allergic reaction
  • A detailed description of the symptoms experienced
  • Photos of the product 
  • Photos of the affected area

Since different skin types and conditions may react differently to a particular product, we always suggest reviewing the listed ingredients of products to help you identify any sensitivities with certain ingredients.

How do I add Beauty Hair Warehouse website to the home pages on my mobile?

iPhone, iPad, & iPod Touch

Launch the Safari browser on Apple’s iOS and navigate to the website or web page you want to add to your home screen. Tap the Share button on the browser’s toolbar — that’s the rectangle with an arrow pointing upward. It’s on the bar at the top of the screen on an iPad, and on the bar at the bottom of the screen on an iPhone or iPod Touch. Tap the Add to Home Screen icon in the Share menu.

Android

Launch Chrome for Android and open the website or web page you want to pin to your home screen. Tap the menu button and tap Add to homescreen. You’ll be able to enter a name and then Chrome will add it to your home screen.

Our BHW icon will appear on your home screen like any other app. Just drag it around and put it wherever you like!

How does Apple Pay work?

For more information about Apple Pay: click here

How does Afterpay work?

For all information about Afterpay: click here

How does Zip work?

For more information about Zip: click here

Laybuy

We are no longer able to offer Laybuy to our customers, please select from Afterpay or Zip for pay later options.

Genoapay

We are no longer able to offer Genoapay to our customers, please select from Afterpay or Zip for pay later options.

Can’t find the answer you are looking for?

Phone us now on 0800 990 008 and speak to a real person, no silly answering system!