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FAQ | Wellastore UKI

Frequently Asked Questions

WELLASTORE

REGISTRATION

How do I register on Wellastore?
To create a professional account you can click here and complete the registration form. If you are an existing Wella customer, you can simply use your account number, or if you are a new customer you can complete the new registration form. You will need to attach a proof of public liability form or proof of enrolment on a relevant course at university/college if you are studying. If you are part of the FHA you will need to add your membership number. Once completed, our Customer Care team will approve or decline your application.
Where can I find my account number?
Your Wella account number can be found on your invoice. If you are unsure you can call our customer service teams: 1800 246100.
Can multiple people within my salon place an order?
Yes - you can add multiple employees under the 'my employees' tab In the drop down menu.
I would like to order online for several of my salons, do I need to register each salon separately or can I use the same email address?
You can connect to several salons with the same email address. You need to register online for the first salon, then request Customer Service to add the other salons to your online account.

COMMERCIAL CONDITIONS

I cannot see certain brands when I am logged in, why?
Some brands like System Professional, Sebastian Professional and Sassoon benefit from special trading conditions. These brands are only available for hairdressing salons that meet specific criteria and/or a standard first order. If you would like more information on these brands you can contact your Account Manager.

ORDERING

What should I do if a product is not visible on Wellastore?
Contact Customer Services on 1800 246100.
How can I order one of my past orders again?
To place a previous order again, click on your user name in the upper right corner of the store after you have successfully logged in to open the menu. Then go to ‘My Orders’. Once you have found the order you would like to reorder, click on the arrow circle under the ‘Reorder’ header. All products of the selected order will be added to your existing shopping cart. If you wish, you can still adjust the quantities in the shopping cart view.
I regularly order the same items, can I create a favorites list?
Yes, you can easily create your own personal favourites list. To do this, click on the heart symbol at the top right of the desired products. The product will be added to your favourites list. You can call them up at any time in the menu under the tab 'My favourites'.
Can I view my previous orders online?
You can find all of your previous orders from the 16th July 2021 under 'My Invoices'.
Can I cancel my order?
Unfortunately once the order has been placed we are unable to cancel this order.
Will my Sales Representative be informed about my online orders?
Yes, online orders will be sent by mail to your Account Manager. This way they can check during your next visit whether to propose additional items and to ask about your online shopping experience.
Can my Sales Representative still take orders?
Yes, online ordering is simply an additional way for you to place your order when you need it. Ordering online does not change your relationship with your Account Manager.

PAYMENTS & DISCOUNTS

What are the payment modes available on Wellastore?
Payment is either on invoice as per your contractual agreement or credit card. Please note all online only customers are only able to pay with credit card.
Will my invoice discount be applied?
All contractual discount is applied to every order at checkout.
Do the product prices include VAT?
All prices are exluding VAT and this is applied at checkout.
Do I have the same promotions on Wellastore than via my Sales Representative?
We try wherever possible to replicate business promotions, however there may be occasions where Account Managers have introductory deals. In addition we run online only promotions from time to time.
How to use a promotion code?
Please enter any promotional code at checkout.

INVOICES

Where can I find my latest invoices and print a duplicate?
You can find all of your bills in the ‘My Orders’. You can download the invoices as a PDF. Invoices are under the Invoice N. header.
Where can I find the invoices of the orders that were done via my Sales Representative?
You can find all your invoices in the ‘My Orders’ tab from the account menu. You also have the possibility to see OPEN ITEMS (open invoices) in the same menu.
Will I receive an invoice for my online orders?
Yes, you will receive your invoice either via email. You can also access your invoice on Wellastore and download as a PDF.

DELIVERY

How much does shipping cost?
Delivery is free if you spend over £100 net. For orders placed with a basket value below £100, a £4.99 delivery charge applies.
When should I expect my order to arrive after placing it?
Orders must be placed before 12pm to ensure dispatch today. We aim to deliver within one working day of dispatch for UK and two working days for Ireland but this can vary by location.
How can I track my order?
Once your order has been shipped, you will receive a Shipment Confirmation email with your order details. You can also track your orders in ‘My Orders’ under the ‘Order Status’ header.
Can I select a desired delivery date?
Unfortunately, this isn't possible at this time.
Can you deliver to an address other than my usual delivery address?
No you cannot add a different delivery address during checkout.
What happens if I haven't received my order?
Please contact customer service by email UKIWELLASTORE@wella.com or by telephone on 02039011163 and they will be able to assist you.
What should I do if I have an issue with my delivery?
Please contact customer service by email UKIWELLASTORE@wella.com or by telephone on 02039011163 and they will be able to assist you.
A product I ordered is not delivered, nor billed, do I need to order it again?
Call customer services if an item is missing from your order within 3 days of receiving your order.

RETURNS

Can I return or exchange my order?
We are unable to offer a return or exchange unless the product is damaged or defective.
How do I return an item?
Call customer services within 3 days of receiving your order.
How long do refunds typically take?
It can take up to 3 weeks for the credit to show on your account.
What if my item is damaged or defective?
Please contact customer service by email UKIWELLASTORE@wella.com or by telephone on 1800 246100 and they will be able to assist you.
I have received an item I did not order, what should I do?
Please contact customer service by email UKIWELLASTORE@wella.com or by telephone on 1800 246100 and they will be able to assist you.

MY ACCOUNT

I have a Wellastore account but I don't manage to log in
Your password is potentially incorrect. Click 'Forgot Password' and reset your password through email that will be sent to you.
How can I reset my password?
Have you forgotten your password and want to reset it? Click on 'Login' in the upper right corner. Then select 'Have you forgotten your password?'. Now enter your registered email address and follow the instructions in the email sent to you. If you are already logged in but would like to renew your password, then select the 'Password' tab in the menu. Here you can easily change your old password to the new password of your choice.
I cannot find the email to reset my password - where can I find it?
Please check your junk email, however if after checking you're still unable to find this, please contact customer services to by telephone on 1800 246100 who will be able to support.
How can I manage my account information?
You can manage and edit your account information in the ‘My Profile’ tab on the dropdown menu. Click ‘Edit My Account Details’ button.
Can I download the order overview?
No, it is not possible to download the order overview.
I cannot find an order that I did with my Sales representative?
You have the possibility to see OFFLINE ORDERS in the order history.
How can I sign up for the Wellastore newsletters?
If you aren't already opted in to our newsletters, you can either do this by heading to the bottom left corner of the site and clicking 'Subscribe'.

CONTACT

Wellastore customer service:
Please contact customer service by email ukiwellastore@wella.com or by telephone on 1800 246100.