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Shopping online FAQ

We know that online shopping should be easy, but here are a few hints and tips to make setting up an account as straightforward as possible. The common troubleshooting issues are also picked out below. 

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.

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

Enter your email address and security captcha and we will send you a reset password email. If you haven’t received the email within 5 minutes make sure you check your junk/spam folder. You will need to reset your password within 2 hours of receiving the email. 

If you have not received a password reset email please check the email address you are entering is correct. We will only send an email to valid email addresses linked to an account. You can try again here

If you receive a message that your account is blocked when you try to log in then please contact our customer services team here including the email address that you usually use to log in with and we will contact you.

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?

Our phone lines are open and you can call or 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.

How will I know my order has gone through?

You will receive a confirmation order email as soon as you have submitted your order.

Will I still get free delivery?

Yes, if your order, before VAT is added, comes to £45.

Can I make any address or changes to my order?

Amendments to orders cannot be made. However, if you require a parcel to be re-directed to a different address then you will be given the opportunity to change your address once you receive tracking details from the courier. There will be a link where you can leave delivery instructions or choose an alternative address.

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.

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.