ORDER, BILLING, AND DELIVERY ISSUES:
– How do I change my order?
Changes can only be made for orders that have not yet been packed. Please email [email protected] immediately if you wish to change your order. However, we cannot guarantee changes, as the order may be packed or even shipped.
– I have received the products but no invoice?
There is only one delivery note in your package. The invoice is sent by email from Klarna AB. For instalments, the first invoice is sent in the middle of the following month.
– Where are my products?
We use Best Home Delivery, DHL Service Point, and PostNord MyPack Collect, which means that the postman delivers the parcel to the nearest post office agent at your address.
If your parcel is missing, or if you are notified that it is available for pick-up, we recommend contacting your retailer.
– What happens if I don’t pick up my package?
You will be charged a fee if you do not collect your orders placed with an agent or which otherwise require pick-up. Currently, the fee is €25 to cover all the costs of a package that is not collected.
– How do I get free shipping?
To get free shipping, the value of your products must exceed €49; otherwise, shipping is €9.90.
– When will I receive my package?
Orders placed on weekdays before 2 pm are usually shipped the same day and will reach you within 3-5 workdays.
I have a discount code, but I don’t see where to enter it?
Once you have added your items to the shopping cart, you can click on the shopping cart in the top right corner and then click on “View shopping cart.” There, you will see a list of the products in your cart, and just below this list on the far left is a box that says “Discount code.” Enter the discount code and click “Use discount code.” Then, the discount will be applied, and you can complete your order.
AFTER-DELIVERY ISSUES:
– What do I do if I receive a broken shipment?
If your parcel has been damaged in transit, it is important to keep all the packaging and contents so we can inspect it if necessary. Please notify us of this directly with photos at [email protected]. We will contact you by email to address any issues.
– What do I do if products are missing from my package?
Contact us at [email protected] with your order number and what is missing.
– What do I do if I received the wrong products?
Contact us at [email protected] with your order number, and we’ll make sure we send you the right product with a return slip so you can return what was sent by mistake. It is important not to open or use any products you received by mistake.
– I placed my order but have not received an order confirmation?
Sometimes, the order confirmation ends up in spam – try looking there! If you still can’t find it, email us at [email protected], and we can make sure that your order went through.
– I want to return my products. How do I do that?
Answer: Under the Distance Contracts Act, you have 14 days from the date you receive the product to let us know. If you wish to make a return, please contact [email protected]. For your return to be accepted, the product must be in new condition, unused, and in its original package with the accompanying packaging. Opened or used hygiene products cannot be returned for hygienic reasons. This way, we can ensure that all our customers buy fresh, unused products.
After you notify us that you wish to make a return, you have 14 days to return the goods in accordance with the Distance Contracts Act. Once we have received your return and deemed the product to be in substantially unchanged condition, we will refund you within 14 days via the same method of payment used to make the purchase.
Please note that any charges such as shipping and invoice fees are non-refundable and that you as the customer are responsible for the risk of return shipping, which includes the risk of the product being damaged or lost in transit back to us. So please package items safely.
Please send your return to this address:
Bobbys Hair Care
C/O LYKO
Äppelbovägen 60
786 91 Vansbro, Sweden
PRODUCT QUESTIONS:
– Do the products work for curly hair?
Yes! Our products are designed to suit most hair types, and they usually work well with curly hair, as our products are conditioning, repairing, moisturising, and gentle.
– Are the products colour-preserving?
Yes, all our products are colour-preserving and work great for both coloured and bleached hair!
– I have a dry, sensitive scalp. Can I use your products?
This does depend on each individual, but our products are specifically designed to relieve sensitive scalp, as well as prevent dandruff and dry scalp.
– Do you have any fragrance-free products?
We do not currently have any fragrance-free products.
– Is the conditioner spray sufficient as heat protection, or do I need to supplement it with another heat protection?
Our conditioner spray is a 2-in-1 product that is both conditioner spray and heat protection, and the heat protection in our conditioner spray is sufficient and protects up to 230ºC. In other words, you do not need to supplement with more heat protection!
– I have very dry, damaged hair. Are your products suitable for me?
Our products are designed to protect, condition, and moisturise dry, damaged hair, so yes – our products are most likely suitable for your hair! We have used the highest quality ingredients that are nourishing, repairing, and moisturising. The products are salon quality and have over 30 years of hairdressing experience behind them.
– I want to get in touch with Bobby’s salon. Is this the right contact?
We are Bobby’s Hair Care products and are not affiliated with the salon. If you would like to get in touch with the salon, please email support@bobbyshårstudio.se.
OTHER
– How do I become a member of the Customer Club to receive offers and news?
At the bottom of our website, there is a box where you enter your email address and hit the “Subscribe” button.
If that doesn’t work, you can always email [email protected], and we’ll help you.
– I emailed customer service but have not received a reply; how long do I have to wait?
We try to respond to everyone via customer service within 24 hours – but usually faster than that. In the unlikely event that you don’t receive a reply and more than 24 hours have passed, you can always try sending your email again to make sure it went through properly.
– Problems logging in?
You can always request a new password by clicking on Log in, and then under Forgotten password you will see “Reset password.” Click and enter your email address, and an email with new login details will be sent to you.
– How do I unsubscribe from the newsletters / text messages?
Click on the link at the bottom of the newsletters/text messages you receive from us, and you will be unsubscribed.
