frequently asked
questions

A: We deliver across mainland UK. We do not deliver to unverified addresses, PO Boxes, or off-shore island addresses without prior arrangement. For international and European delivery requests, please get in touch with our support team before placing an order.

A: Standard product delivery within the UK is £9.99, and FREE on orders over £150. For salon furniture, heavy, or bulky items, shipping fees are calculated at checkout based on total weight, volume, and delivery destination.

A: Delivery times depend on the type and size of the items ordered:

• Standard Products (DPD / Royal Mail):
  • Same-Day Dispatch Cut-Off: Orders placed before 12:00 PM (Monday–Friday) dispatch on the same business day. Orders placed after 12:00 PM, or over the weekend, dispatch on the next business day (Monday).
  • Transit Time: Delivered within 1–2 business days (excluding weekends and bank holidays).
  • Note: Next-day delivery is not guaranteed; please allow 1 additional business day during peak periods.


• Furniture & Large/Heavy Equipment (Pallet Freight):
  • Transit Time: Furniture and large electronic items are dispatched via pallet freight and take 5–7 business days for delivery.
  • Delivery Method: Pallet deliveries are strictly kerbside/doorstep delivery to the door of your business address. Courier drivers are not insured to enter private premises or navigate interiors with heavy pump trucks.

A: Once an order has been collected by our courier, we cannot modify the address or shipment details directly. However, for deliveries via DPD, you can use the DPD mobile app or tracking link to request delivery adjustments, safe-place instructions, or date changes directly with the carrier.

A: Please inspect your delivery immediately upon arrival. If your parcel is damaged or missing items, you must notify us within 24 hours of delivery. Please email us your order number, details, and clear photos of the damaged items and packaging so our team can process your claim promptly.

A: Everyone! Our catalogue is open to salon professionals, freelance stylists, and retail customers who appreciate professional-grade hair care products and equipment.

A: A Business Account is a professional service for verified trade customers with a registered company number or verified business address who meet our business account requirements.

After your initial order, our system will review your business details and purchasing activity. If your account is found to be compatible with our business criteria, you may be invited to transfer your account to a Business Account. Business Account access is by invitation only, and there is no obligation to accept the invitation. You can choose whether a Business Account is right for your business. For more information about Business Accounts visit our Business Information Centre.

Our Loyal (non-business) customers are also welcome to Subscribe and continue using their Loyalty Account, where they can receive notifications about promotional discounts, offers and other customer benefits.

A: Log into your Kazem Hair account, navigate to My Orders, select your order, and click to download your official PDF invoice.

A: Yes. Every completed order automatically generates a full UK VAT invoice displaying net amounts, VAT (20%), and total gross amounts.

A: We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay at checkout. Verified Business Account holders may also pay via direct BACS bank transfer or secure Pay-by-Link options.

A: We do not offer direct credit terms or finance on standard retail orders. However, for salon furniture orders exceeding £1,000, we can connect you with third-party asset finance providers to assist with commercial leasing options.

A: Electrical Appliances: 12-month standard manufacturer warranty covering electrical and mechanical faults.

Salon & Barber Chairs: 12-month warranty covering hydraulic pumps.

Warranty Exclusions: Warranties do not cover general wear and tear, accidental damage, drops, liquid damage, or product misuse.

General Goods: Covered under our standard 30-day return policy.

A: You have 30 days from delivery to return an item for exchange. Products must be unopened, unused, and in resalable condition inside their original packaging. Enclose a note inside the package with your order number, name, address, and requested exchange. Customers are responsible for return shipping costs; please use a tracked courier service.

A: Unused items in their original, undamaged packaging can be returned within 30 days of receipt. Pack your item securely, enclose a copy of your order invoice, and send it back via a tracked courier service. Return shipping costs are non-refundable, and lost parcels cannot be refunded without tracking proof.

A: Once your returned item is received at our warehouse, our quality control team inspects it within 2–3 business days. Once approved, refunds are issued back to your original payment method within 5–7 business days (processing times vary by bank provider).

A: Yes. To request international shipping, please email our team your full name, contact details, delivery address, and the specific product codes and quantities you would like. We will prepare a custom export quotation. Please note: Orders shipped to EU business destinations require a valid EU VAT and EORI number before dispatch.

For more information about Export, please visit our Business Information Centre.

A: International orders are billed net of UK VAT. Depending on the destination country, you will be responsible for paying local import duties, customs charges, and regional VAT assessed by your local customs office upon delivery.

A: Yes. You may arrange your own freight carrier or courier pickup, provided your freight provider issues a valid Certificate of Shipment or Official Proof of Export for UK VAT accounting compliance.