“How long will my order take?” and other key questions answered!
How long will my order take?
We expect all orders to take between 3-6 working days for delivery.
I've had trouble logging in or resetting my password
We have had exceptionally high demand and our tech team has been working to resolve this. Please try again here
Are you open?
We are open online, with a daily limit in place. Our key concern is making sure our warehouse is safe for staff, so we are limiting the number of customer orders we take each day. We will open each day, and stop taking orders for that day once we hit the daily limit.
Once the limit has been reached, you will still be able to browse the site and add to your basket. The site will only be unavailable for purchase for a few hours and a banner will notify you when it's open again.
When will you open your stores?
We will open our stores at least two weeks before salons reopen, but under an adjusted program. We will let you know as soon as we can.
Why is delivery time longer?
We are working within strict social distancing and sanitised workplace measures which means our team needs more working space, and this reduces the number of people who can be in our store at any one time. Even with shift working the pick and pack process takes longer. Delivery turnaround time is normally between 3-6 days from placing your order, but we know that our delivery service is under pressure and can take longer.
Can I call up with a query?
We are operating an email query service because any team members who can work from home are doing so - if you email our Customer Support team we will get back to you. Please include a phone number so that we can call you if necessary.
How do I know my order is being picked safely?
We are picking and packing with a reduced team in a store marked out to give everyone the correct personal space. We have strict policies in place on sanitising the store and personal hygiene to protect the team and ensure there is minimal handling of products and packaging. Our couriers are working with their own contact-free processes to ensure your parcels are delivered safely.
Will I still get free delivery?
Yes, if your order, before VAT is added, comes to £60.
Do you supply PPE?
Yes we do, both for professionals and your clients. We stock a full range of sanitisers, cleansers, gloves and disposables. Click here to see what we have available.
How do I register to shop online?
If you’re an A&F customer and have received emails from us, then you’ll be registered already online. Click on the ‘account’ symbol, enter your email and if you can’t remember or don’t have your password, click ‘forgot password’ and reset your account. If you haven’t shopped with us before, click on the ‘account’ symbol and then ‘register’. We are a trade only supplier, so you will need proof of professional indemnity insurance to complete your registration.
Are you still running training?
We will not be running any Academy courses this summer. Please sign up to our emails and keep an eye on our social media to find out when we repoen the Academies. Our social media channels have online tips and video how-tos from educators - find us on Facebook and Instagram.
How do I claim rate relief and furlough pay for my staff?
We have collected all the government advice together here so that you can access the most up to date information about business grants and freelance support.