Frequently Asked Questions

All orders are dispatched via Royal Mail 48-Hour Tracked Shipping.

While we do our utmost to ensure timely delivery, please note that Royal Mail is responsible for final delivery.

All items destined for UK addresses are dispatched by Royal Mail with their 48 hour tracked service. We will send you an email after your order has been dispatched, confirming your order and providing you with an order tracking number so that you can trace the progress of your parcel.

We aim to dispatch your orders by the following business day. During peak times, please allow up to 7-10 working days (inclusive of processing and delivery) to receive your order.

We are sorry to advise that we are not currently selling online to customers outside the UK. If you wish to purchase LABEL.M products, please visit our Salon Finder to locate your nearest authorised stockist:
https://labelm.com/salon-finder

We expect this to be a temporary measure and look forward to resuming online sales into the EU in the near future.

We're thrilled so many of you have been shopping our Summer Sale! Due to exceptionally high demand, alongside the upcoming Bank Holiday period, orders are taking a little longer than usual to process.

Please allow up to 7 days for your order to arrive.

Our team is working hard to dispatch every order as quickly as possible, and we'll send you a confirmation email as soon as your order is on its way.

First, please go to the relevant courier's website and input the order tracking number included in your order despatch email to track its progress. If your order has not arrived within 7 working days of placing your order, please head to our Contact us page and we will do our best to locate it.

If no one is in to sign for a delivery, the carrier will leave a card with a contact number. Please contact the courier to arrange an alternative delivery day. The carrier may make further attempts to deliver your order, but if you do not contact them using the information on the card then they will return the delivery to us. We will then refund the purchase price but not the delivery cost.

Please note that any delivery made to non-residential addresses, properties with multiple occupants, student or temporary accommodation, or locations where mailrooms or concierge services receive items, is carried out at the customer's own risk. This also applies where courier account settings or delivery preferences allow for items to be left in a safe place or with a neighbour. TONI&GUY will not accept liability for any loss or damage to products delivered under these circumstances.

Please note: All missing or damaged parcels, as well as any courier related issues, must be reported within 28 days of dispatch. Unfortunately, we are unable to offer a replacement or refund for issues reported after this timeframe

We hope you are pleased with your purchase. Should you wish to return any item(s) purchased from the TONI&GUY online shop, we will be happy to refund or exchange a product provided it has not been used and it is in a fully resalable condition.

We now process all returns through our online returns portal. To start your return, simply click the link and follow the steps here.

If you qualified for any free gift(s) on your order, these must also be returned in order for a refund to be processed. If the free gift(s) are not returned, you may be charged for the item(s) as well as your refund put on hold until the item(s) are received. Returns should be made within 14 days of the day after the date the item is delivered and in original, undamaged packaging. This applies to all of our products with the exception of digital items where the item has been downloaded and video or DVD products where the item has been unsealed.

If the item(s) returned is/are not in a fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund. This does not affect your statutory rights. Please note that you will be responsible for the costs of returning the item(s) to us unless we delivered the item(s) to you in error, or if the item is damaged or defective. If we ask for a receipt to be included with your return, please ensure you only include the receipt. You should retain all tracking information and proof of postage. If we do not receive the item back from you, we may arrange for collection from your residence at your cost.

For your protection, we recommend that you use a recorded‑delivery service if the value of the return is more than £50. To cancel your purchase within the 14‑working‑day cooling‑off period, please head to our Contact Us page. Please package the relevant item(s) securely and send them to us so that we receive them within 14 days of the day after the item was delivered to you. As soon as we receive notice of your cancellation, we will refund the relevant part of the purchase price for that item together with the item's normal delivery charge.

To return a faulty product or product delivered in error, please head to our Contact us page page within 30 days for a returns authorisation number before posting the goods. Simply indicate the reason for your return, include the invoice with your return, and wrap the package securely.

**IMPORTANT: YOU MUST RECEIVE A RETURNS AUTHORISATION NUMBER BEFORE SENDING ANY GOODS BACK TO US.**

We will replace faulty products with the same, or refund your credit/debit card if the product is no longer available.

Please note that our returns policy is only valid for 30 days from receipt of goods. If goods are not sent to us by recorded delivery and/or in cases where goods are lost or not received, we cannot be held responsible for any loss sustained.

In the event of a replacement being issued for a damaged, defective or incorrect item, you must, if requested, return the original item to us within 14 days of our e-mail confirming the issue of the replacement item. Provided you return this item to us within the 14 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 14 day period, we reserve the right to charge an amount equal to the price of your original order to the payment card that you used for the order.

We will check all items returned as damaged or defective. In the event that we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.

After purchasing goods online, you may be sent an email inviting you to leave a review for each product purchased. If you choose to provide a review it may be published on our site under the Reviews tab of the product it refers to. All reviews will be checked to ensure they do not:

- Include hate speech, threats of violence, cursing, or libel
- Include contact or personal information about another individual (phone number, name, etc.)
- Include pornographic content
- Harass another reviewer
- Include references or links to other websites
- Include content that does not relate to the product purchased
- Include any copyrighted material
- In the event that a review contravenes any of the above, the review will not be published. We reserve the right to expand or edit these guidelines at any time as well as replicate any reviews outside of the website. We will also exercise our sole discretion in the interpretation and enforcement of these guidelines. Customers can request the deletion of their own reviews if they feel that they are no longer accurate depictions of their experiences; in these instances please head to our Contact us page page.

Promotions
N.B Free gifts will be automatically added to the basket at checkout unless otherwise stated, i.e. requires a promotional code to be entered at checkout. All free gifts are while stocks last and may be withdrawn at any time and without notice.

Give the gift of style with our Gift Card redeemable against any favourite hair product, hair treatment or salon service. Available for purchase online. Only redeemable in TONI&GUY salons in the UK. Gift Cards are not redeemable on shop.toniandguy.co.uk. Gift cards do not qualify for site-wide free gift. Gift cards are excluded from any sitewide sales.

If you have any problems with your order, please do not hesitate to head to our Contact us page and we will be in touch.

While we do accept walk-ins when availability permits, we highly recommend booking an appointment in advance to ensure you get your preferred stylist and time.

You can book an appointment through our website, by calling the salon directly, or by visiting us in person. Online booking allows you to see all available slots and select the one that suits you best.

If you need to cancel your appointment, we respectfully request at least 24hrs notice in advance of your appointment time. Any cancellation or reschedule made with less than 24hrs, or should you otherwise fail to turn up for your appointment at the allotted time, may result in a £30 fee for each service element (or £10 for a consultation and £100 for Keratin Treatments). For example, failure to turn up for a Cut & Finish and a Colouring service may result in £60 fee being taken from your payment card, at our sole discretion.

Unfortunately, the TONI&GUY Client Care team are unable to cancel, book or rearrange appointments. To manage your appointment you will need to contact the salon directly, or use our online services.

Our TONI&GUY Salon Finder, allows you to easily cancel, book or reschedule appointments, as well as manage your customer profile at any time: Click here

Yes. You can arrange an In Salon 48 Hour Allergy Alert Test with us by booking a Colour Consultation online or by contacting the Salon direct. By answering the consultation questions, we can determine whether it is safe to apply colour and whether an Allergy Alert Test is required. We will also ask consultation questions before every colour appointment when you arrive at the salon. If an Allergy Alert Test is required, it must be carried out at least 48 hours before your Colour appointment and stay on your skin for 48 hours. Provided there is no change in your answers to the consultation questions, your Allergy Alert Test will be valid for 6 months. If you don't take one before your appointment, we unfortunately may have to rearrange to a future date. You can find more information on Allergy Alert Testing at TONI&GUY: Click here

We recommend arriving 5-10 minutes before your scheduled appointment to allow time for check-in and to discuss any specific requirements with your stylist.

If you're running late, please call the salon as soon as possible. We'll do our best to accommodate you, but please be aware that arriving late may result in a shortened service to avoid inconveniencing other clients.

Your stylist will discuss your hair goals, lifestyle, and any concerns you may have. They will offer professional advice on styles, treatments, and products best suited to you, ensuring that you leave the salon looking and feeling your best.

Yes, we offer a range of services for children. Please note that once children reach the age of 14 services are charged at full price.

We accept all major credit and debit cards, as well as cash. Contactless payments are also available for your convenience.

Absolutely! When booking, you can request your preferred stylist. If they are unavailable, we will recommend an alternative stylist who can deliver the same high standard of service.

Yes, we stock a wide range of professional hair care products from leading brands, including our own LABEL.M range. Your stylist can recommend the best products for your hair type and style.

We appreciate your interest in TONI&GUY products and want to ensure you receive the best possible assistance.

Our TONI&GUY products, available in Boots and other retailers, are licensed and manufactured by Hair Meets Wardrobe.

For specific questions, returns or further assistance regarding these products, please contact Hair Meets Wardrobe directly.

They can be reached via email at: hairmeetwardrobe@unileverconsumerlink.co.uk

We frequently have special offers and promotions. Please check our website or ask in the salon for current deals. We also offer a loyalty programme where you can earn points towards discounts on future services.

We strive to create a relaxing environment for all our clients. If you need to bring a child or friend, please inform us when booking so we can make appropriate arrangements.

Your satisfaction is our priority. If you are not completely happy with your service, please let us know before you leave the salon, or use our Contact us page within 7 days so that we can address any concerns.

Yes, we offer bespoke hair and beauty packages for weddings and special events. Please contact the salon to discuss your needs and schedule a consultation.