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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 a new customer you can complete the new registration form. If you are OPI customer, 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. 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 OPI customer already have a trading account and number with OPI but not an online account, you will be able to enter this number in when creating your account. Our Customer Care team will check your details once submitted and will approve you. You will get an email when your account is activated within 1 to 2 working days.
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 WEDO, 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 0203 9011163 (IE 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 the order history and click on the desired order number. Above the order overview you can now select the "Reorder" button. 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 Invoices".
Where can I find the invoices of the orders that were done via my Sales Representative?
You can find all your invoices in the INVOICES 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 or post. You can also access your invoice on Wellastore.

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 £/€15 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.
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 for UK or 1800 246100 for Ireland, 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 for UK or 1800 246100 for Ireland, 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 02039011163 for UK or 1800 246100 for Ireland, 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 02039011163 for UK or 1800 246100 for Ireland, 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 02039011163 for UK or 1800 246100 for Ireland who will be able to support.
How can I manage my account information?
You can manage and edit your account information in the 'account details' tab on the dropdown menu.
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 of the site and clicking 'Subscribe'.

CONTACT

Wellastore customer service:
Please contact customer service by email (ukiwellastore@wella.com) or by telephone on 0203 9011163 for UK or 1800 246100 for Ireland, or contact your Account Manager
OPI customer service:
If you have a general customer service-related question about an OPI order, please feel free to contact us at uki.opicustomerservices@wella.com or 0203 9015 892.

OPI

WHY WELLASTORE?

We are excited to announce that OPI is joining Wellastore! This move is part of our effort to enhance your shopping experience by bringing OPI under a more convenient website. The Wella Company, a leading brand in hair care, is also the parent company of OPI. By consolidating our brands under Wellastore, we can offer you a more seamless online experience and exciting new features. Although you may not have seen the Wella name on our current OPI website, rest assured that the quality and selection of OPI products you love will remain the same. We are confident that you will enjoy the improved shopping experience at Wellastore. Thank you for your continued support!

DELIVERY

Please note that OPI UK is NOT permitted to deliver OPI goods to The Republic of Ireland.
We are unable to deliver to PO Box or BFPO addresses. We recommend that you specify an alternative delivery address to your cardholder address when confirming your order details.
The cost of packing and delivery is clearly displayed at the checkout for your approval prior to confirming your order.
Orders placed before 2.00pm (Monday-Thurs) will be delivered within 3 to 4 working days between the hours of 9.00am and 5.00pm.
No orders are processed, dispatched or delivered on Bank Holidays or weekends.
For deliveries outside of mainland UK, further charges will apply (£9.50).
Please note that you do need to sign for your delivery upon receipt.
Any dates or times quoted for delivery are approximate only and you acknowledge that no delivery date can be guaranteed as it may be affected by circumstances beyond our control.
During sale period please expect deliveries to take up to 7 working days.
  1. Professional customers are eligible for free delivery on orders over £75, while consumers qualify for free delivery on orders over £25.
  2. Free delivery is subject to the minimum order value requirements and applies only to designated delivery areas.
OTHER POSTCODE EXCEPTIONS: HS, KW, ZE, IV – delivery times may vary to these postcodes

RETURNS

We believe that you will be thrilled with the products you purchase but understand that there may be an occasion where you feel it necessary to return an item. As part of our commitment to customer service, we aim to keep these instances to a minimum and the process as simple as possible.
UNWANTED GOODS
Consumers:
If you are a consumer you have a legal right to cancel a contract during the period set out below. This means that during the relevant period if you change your mind or for any other reason decide you do not want to keep a product you can notify us of your decision to cancel the contract between us and receive a refund. Please note that this only applies to unopened and unused products. Advice about your legal rights to cancel the contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
Your legal right to cancel the contract between us starts from the date we send you a dispatch confirmation which is when the contract between us is formed. If the products have already been delivered to you, you have a period of seven (7) working days in which you may cancel, starting from the day after the day you receive the products. Working days means that Saturdays, Sundays and public holidays are not included in this period.
If you choose to return your order we will refund you cost of goods (excluding delivery charges) once goods have been returned to the warehouse. Please contact us by telephone on 02039 015892 or email us at UKI.opicso@wella.comto inform us that you wish to return the goods. Nail polish can be returned via Royal Mail or ParcelForce. Note that volume per item must not exceed 30ml and no more than four items in any one parcel. Some items might be prohibited by certain couriers. Please view courier website for full packaging guidelines.
We will refund you on the credit card or debit card used by you to pay.
For faulty goods or goods which were inaccurately described or incorrect please see below.
UNWANTED GOODS
Trade customers:
Please note that we only accept returns from trade customers if the product is damaged or faulty.
FAULTY / INCORRECT GOODS:
As a consumer you have legal rights in relation to products which are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect those legal rights.
If you receive an item from us which is faulty/broken or which you did not order, please contact us by telephone on 02039 015892or email us at UKI.opicso@wella.comto inform us within 30 days of purchase and we will arrange a refund (excluding delivery charges). Please contact us if you are returning goods, providing details of your name, address and order number. To enable us to deal with your return as efficiently as possible, you will need to detail the returns code on any correspondence relating to the return procedure, including the package of returned goods. It will be your responsibility to cover the cost of returning the goods and also ensuring that the goods are adequately packed. Please ensure you obtain a proof of postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the products, in the unlikely event that we do not receive the returned parcel. We recommend you ship via a traceable service to ensure successful delivery. Nail polish can be returned via Royal Mail or ParcelForce. Note that volume per item must not exceed 30ml and no more than four items in any one parcel. Please view courier website for full packaging guidelines.
For help or advice with products after 30 days or purchase, please email us at UKI.opicso@wella.comf or more information.
RETURNS ADDRESS:
Great Bear FAO OPI UK Hellaby Lane Hellaby, Rotherham, South Yorkshire, S66 8HN
Please read the Wella Company Terms and Conditions.