Most Frequently Asked Questions

We do have anti-fraud measures that will automatically fail any credit card tried three times in a 15-minute period. If your card has failed please try the following:

• Check that we accept the card you are trying
• Make sure that there are no spaces in the credit card number
• Check that you have entered the correct expiry date of the card (you do not need to enter a start date or issue number if your card does not have one)
• Ensure that you have entered the 3 digit Card Security Code from the back of your card or the 4 digit code from the front of the card if you are using Amex
• Try another card
  

If you are still experiencing problems making an order, then please contact us with your order details where we will be able to manually process your order. Alternatively, you can fax your order through on +44 (0)1273 425526 (24hrs).

All orders placed before 3.30pm GMT (Monday-Friday) will be dispatched on the same day wherever possible.

Orders placed during a weekend, public holiday or after 3.30pm GMT will be processed on the next working day (Monday-Friday).

All ghd irons are dispatched via courier for next working day delivery except Scotland where delivery will be within 48hrs. Our next working day delivery service is only available within the UK.

*Please note: Our courier does not deliver on weekends or on bank holidays.

Please email us at support@beautysleuth.co.uk and we will do our very best to make sure that any errors or damages are dealt with as quickly as possible.

We do accept goods back at beautysleuth on the basis that the goods have been un-opened and unused and are in a re-saleable condition within 10 days of your order being placed. By this we mean that all packaging and or cellophane wrapping and tamper resistant seals must be intact.

All ghd irons come with a manufacturer's security seal which is affixed to the side of the box.

*Please note if the seal is broken then the item cannot be resold and will not be accepted by our returns department.

If the item(s) you wish to return meets our returns criteria then please return it to us using the following address:

Returns Department
beautysleuth
Unit C3 Portland Business Park
Portland Road
Hove
East Sussex
BN3 5RY
United Kingdom

We will refund the value of the goods upon receipt of them or exchange them if requested.

When returning items to us please ensure that you include a brief explanatory note which must include your name, order number and the reason for the return.

*Please note that all orders must be returned to us within 30 days of purchase. 

To claim under the 24 month guarantee, you should return your hair iron to the manufacturer, Jemella Ltd. directly.

To enable you to do this we will send you a pre-paid special delivery bag which you can request by contacting us at support@beautysleuth.com. Please be sure to include your order number, name and address in your email.

We will send the pre-paid special delivery bag to you along with a copy of your original invoice as proof of purchase. To return the iron place it in the bag with as much of the original packaging as possible together with proof of purchase invoice.

The special delivery bag can be taken to any UK Post Office and posted free of charge.

Should you have any questions once the iron has been returned to the manufacturerplease contact Jemella Ltd. at the following address:

Jemella Ltd.
PO BOX 397
KEIGHLEY
West Yorkshire
BD20 0WX

Customer services - 0845 330 1133

*Please note that we cannot assist you with the returned iron once it has been returned to the manufacturer.

You can change your order details as long as the order has not been shipped. This may change delivery times depending on whether the item is in stock. Please contact us to check the status of your order.

Much of the equipment we sell at beautysleuth has an electrical supply, and is clearly portable. As such this equipment is, at the end of its life, classified as Waste Electrical and Electronic Equipment (WEEE).

When you purchase a ‘like for like’ beautysleuth branded product from beautysleuth, we will accept your old product from you free of charge and organise for it to be recycled.

The procedure could not be simpler. When you receive your new item, unpack it carefully so that you can use the packaging to repack the old item. Contact us, with your purchase details, for example your order number, and we will send you the necessary postage to return the products.

If you are not purchasing a new product please be aware that items of WEEE, which carry the ‘wheelie bin’ symbol, should be properly disposed of to minimise the consequences to the environment. More information on the proper disposal of electrical waste and to identify your nearest recycling facility please visit www.recyclenow.co.uk.