Need Help?

If you need info about an order you've placed or some assistance with using the site, we're here to help.
If your question is about your order at, please log in to get the most up-to-date information about your order.

Click on the question that best matches your query.

Account Information
I can't log in. Help?

To log in to your account you’ll need either your user name or the email address you signed up with, along with the password you chose.

If you receive a message saying “Your account has been disabled” please contact us (scroll down) and we’ll get your account up and running.

If you’ve forgotten your password, please use the password recovery form. Your password is encrypted so we can’t tell you what it is. You’ll have to reset your password with a new one.
To reset your password, click here.

I haven't received my activation email. What can I do?

Before you can use your account you’ll need to verify that your email address is correct and that you’re human (ie not a spam bot). We do this by sending you an email that contains a link which will activate your account.

If you don’t receive this email:

  • First check the junk filter in your email account.
  • If you still can’t find the email let us know. Please let us know which email address you signed up with so we can find your account.
  • After emailing us, please try logging in again after a few days.

Hotmail, Outlook and Live email addresses are especially affected and often do not deliver our email. Please fill in the contact form at the bottom of this page, detailing your username and the email address you signed up with so that we can manually activate your account. If you don’t get a response from us please try logging in anyway. We will reply to your email but Hotmail, Live and Outlook won’t necessarily deliver our replies.

It says my account hasn't been activated. How can I activate it?

When you sign up for an account, we’ll email you with a link to click to complete your account activation. We do this to prevent spam and also to check that your email address works.

If you receive a message saying your account hasn’t been activated then it usually means that you’ve only done the first part of signing up for your account but haven’t clicked on the link we sent you.

To fix this:

  • Check your email account for a message from us (don’t forget to look in the junk filter). If you find the message just click on the activation link.
  • If it’s been a while and your activation link is too old, or you’ve lost the email then drop us a quick message and we’ll be happy to help. Remember to tell us which email address you used when you signed up so we can find you in our database.
  • If you don’t receive a reply from us about it, please allow 1-2 days and try logging in as we should have manually activated your account.

Hotmail, Outlook and Live email addresses are especially affected and often do not deliver our email. Please fill in the contact form at the bottom of this page, detailing your username and the email address you signed up with so that we can manually activate your account. If you don’t get a response from us please try logging in anyway. We will reply to your email but Hotmail, Live and Outlook won’t necessarily deliver our replies.

I forgot my password. What should I do?

This one is easy, just use our password recovery form to get a new one sent.

If you’ve already tried that and still can’t log in please check your junk filter for an email from us. If you still need help, email us with the form below and let us know the email address you usually use as well as your user name and we’ll be able to reset your password.

My Order
What's happening with my order?

Please log in for the most up-to-date information on your order.

I've been overcharged!

We’re based in the UK and charge in UK Pounds Sterling (GBP). All prices are in UK Pounds and you’ll see this denoted by the pound symbol £ throughout the site.

Prices are always displayed in £ rather than $ or any other currency.

So due to the differences in currencies, an order that comes to £20 (Twenty UK Pounds) will show as a different amount on your credit card or bank account statement if you use a different currency. For example, £20 might show as around $30 US Dollars. You haven’t actually been overcharged, it’s just that the currency values are not equal.

Currencies fluctuate daily so it’s best to check the price in your local currency on a conversion site like but please keep in mind that your card issuer or bank might charge at a slightly different rate and may apply a currency conversion fee.

If you still feel you may have been overcharged please don’t hesitate to contact us by filling out the form below and we’ll be happy to resolve the problem.

I got an email saying my order was shipped but I haven't received it yet. What can I do?

Orders usually arrive within a few day after we let you know it’s been sent, depending on your location. However, sometimes it can be delayed by customs, postal delays or bad weather.

To give you an idea of how long it usually takes have a look below:

UK – 1-2 working days after your order is sent.
Western Europe* – 3-4 working days.
Eastern Europe* – 4-7 working days.
USA & Canada* – 7-10 working days.
Central & South America, Australasia, Asia, Africa* – 7-15 working days.

Don’t forget to take local and international holidays into account as this can often add a few days to delivery.

*This is a rough estimate and times vary from country to country. By “working days”, we mean Monday-Friday excluding holidays.
I think my order has been lost. Can you help?

Unfortunately from time to time items are lost in the post. If you think your order has been lost, don’t worry, we’re here to help!

We send all items through Royal Mail and before they consider an item lost it needs to be missing for 15 working days if you’re in the UK or 25 working days if you’re overseas. Although orders usually arrive within 1-2 weeks, sometimes an order is just delayed and almost all orders do turn up within before this 15 or 25 day time period is up. For that reason, before we can refund or replace your order, we need to give it enough time to be delivered.

You can find out when your order was sent by checking for email from us (we send you an email each time we update your order), or by checking your Order History.

If you’re in the UK and it’s been 15 working days (don’t include weekends or bank holidays) since we sent your order please let us know and we’ll be happy to refund or replace your order.

If you’re outside the UK and it’s been more than 25 working days (don’t count weekends or local holidays), please let us know and we’ll be happy to help with a refund or replacement items.

I need to change my order!

Unfortunately, once your order has been placed we’re unable to make changes to the address or the products.

If you’d like to exchange or return some products that you’ve ordered from us, please use the email form below detailing your original order number, the products you’d like to send back and the products you would like to exchange them for.

You can return products within 14 days of receiving your order for a full refund. Exchanges may incur postage and restocking fees.

Something arrived damaged or I need to return an item. What should I do?

If you’ve received something damaged or were sent the wrong item, we’re really sorry!

Please contact us on the form below and let us know about the problem. If your order has arrived damaged we may ask to see a photo so that we can figure out how to better package the item in future or make a claim with Royal Mail for the damage.

If you’ve received the wrong item please let us know about it and we’ll be happy to help. We’ll need to you send back the incorrect item (we’ll reimburse you for this) and we’ll get the correct item out to you as soon as possible. Please email us and let us know first.

If you just changed your mind about an item, please let us know and we’ll send instructions for returning it.

Can I have the tracking number for my order?

If there’s a tracking number available, we’ll update you with it when your order is sent. You can find this on your Order History page.

Tracking is available for the following options:

  • UK Recorded

  • UK Insured Delivery

  • International Signed-for

All other methods are not trackable.

My order is still processing, when will it be sent?

Once we receive your order and payment your order progresses onto the “Processing” stage. This means we’re getting ready to send your order.

Your order will usually be processed within 1 working day* and we’ll email you to let you know that it’s on its way.

*“working day” means Monday-Friday excluding UK bank holidays. Order before noon (UK time) for same day despatch!

International Orders
When will my order arrive?

This depends on where you are and also on your local postal service. Usually European orders take around 3-5 working days. US and Canadian orders take around 5-7 working days to arrive, and around 7-10 days for the rest of the world.

It can take up to 3 weeks for overseas orders to arrive.

This is just a guide. Occasionally delays are caused by Customs inspections, local holidays (particularly Christmas), and adverse weather.

Don’t forget, you can always check up on your order by visiting your Order History page.

Do you ship to my country?

Almost always yes!

We can send orders to almost every country in the world, so chances are we can send to your location.

Certain locations are problematic for orders going missing, so if you live in the following areas, we strongly recommend you choose our “International-Signed For” delivery option which will let you track your order and insures the value of your order:

  • Africa
  • South America
  • Central & Western Asia – particularly Saudi Arabia, Qatar, UAE

Please ensure that you have given the full and complete address for delivery by your local postal service. If your postal service requires a telephone number for delivery, please include this in the address field.

How much does shipping cost?

Postage cost is calculated in 2 ways:

  • Your location
  • The weight of your order

For this reason, the cost varies depending on where you are and what you buy.

You can get the full postage cost before completing your order. Just do this:


  • Add the products you wish to purchase to your cart
  • Choose the destination country from the mini shopping cart at the top right of the page


  • Add the products you want to your shopping cart
  • Click on the checkout link
  • Begin the checkout process and enter your address

You’ll then see the full postage cost before you need to complete your order, so you can always go back and add or remove items to suit your budget.

How much does it cost in my local currency?

All prices on the site are in UK Pounds (GBP). If you want to get an estimate of how much your order will cost in Euros, Dollars or any other currency it’s easy!

Just go to a currency conversion site like and enter your order total amount in GBP and convert it to your local currency.

Don’t forget, currencies fluctuate daily so the exact charge that appears on your card my vary.

Are the products tested on animals? Are they suitable for vegans?

Directions, Special Effects, Crazy Color and Stargazer do not test their products on animals. You can find more information on the individual product pages including a list of ingredients and precautions.

When will you have more in stock?

Sorry if the product you’re looking for is out of stock. We try to keep everything in stock but sometimes colour trends take us by surprise or importing takes a bit longer than expected.

Generally, Directions, Crazy Color and Stargazer are restocked every 3 weeks, so usually you’ll never have to wait longer than about 2 weeks for a colour to come back in stock.

Since we import Special Effects, unfortunately some colours are out of stock for a couple of weeks. For this reason we have a newsletter that you can sign up for where we’ll let you know when we get more in stock. We sometimes send offers too, so it’s worth signing up for. Click here to sign up for Special Effects updates.

How long do the dyes last?

How long the colours last depends on several factors:

  • The base hair colour
  • The hair’s porosity
  • The hair’s condition
  • Environmental conditions
  • Shade of colour chosen

Generally, hair that has been pre-lightened to a pale creamy blonde will have the brightest and longest-lasting results. Darker shades tend to last longer as these contain more pigment – so a deep blue will last longer than a pastel blue.
You’ll also find certain shampoos tend to strip the colour more than others and exposure to sunlight will also fade the colour quite quickly.

The colours gradually fade with each wash and can take anything from 3 weeks to 6 months or more to fade out completely, depending on the above factors. It’s best to read the reviews of each colour to get an idea of its longevity.

Don’t forget, any process that lightens your hair e.g. bleaching is always a permanent process that will need to be grown out or dyed over.

Will this dye work on my hair?

The colour result is really dependent on the state of your hair. You should always do a strand and sensitivity test before applying any hair colourant.

Here are a few pointers.

  • The unnatural colours like pink, blue, green, purple, red etc. are translucent. This means that if you apply them to dark hair it won’t show up as well as if the colours were applied to platinum blonde hair.
  • Darker colours will have more impact on hair that hasn’t been lightened. So if you have medium brown hair, you might want to try a dark red to give it a reddish tint. The colour won’t last as long on un-bleached hair though.
  • Normal colour mixing rules apply – so if you have golden blonde hair and you use a blue dye the result will be greenish. That’s why we recommend you lighten your hair to pale blonde before using colours like blue, purple, silver, white or anything pastel.

Contacting Us

Most questions people ask us are answered here, but if your question hasn't been covered here, please use the form to get in touch.

Regrettably, due to the large volume of email we receive, we cannot respond to general questions about hair colouring or styling... but you can ask fellow hair dyers on our forum.