Frequently Asked Questions
- Returns & Exchanges
- What is the return policy for international orders (European Union)?
- Rules are the same as for UK returns. The only difference will be in terms of shipping times.
- We also abide by the EU 3-Day Cooling Off Period.
Please, see further details here, under section Eligibility.
- What is your return and exchange policy for UK domestic orders?
Please, click here
- How do I make an exchange or return?
Please, click here
- When can I expect a refund?
Please, see the policy here
- I took the tags off, can I still return it?
We do not accept returns without the product tags. Please, see here, under Return Eligibility, at the top of the policy document.
- Can I return or exchange an item bought on sale?
We do not accept returns for products bought on sale. Please, see here, under Return Eligibility, skip Lids, skip European Union, then check the next paragraph entitled, “Items On Sale”.
- Can I combine my return using one single label?
Yes, provided we have, first, accepted every individual item to be returned and confirmed this back to you via email.
This is typically done in 24 hours or less, provided we have all the details we need to approve the return (reasons for the return, picture when required/necessary, etc).
- I received your product without the plastic lid. Can I return the product without the lid?
Yes, the product can be returned without the lid.
- Managing My Orders
- Where can I print an invoice for my salon/business?
Please, log into your account>Orders>Print PDF Invoice
- Can I cancel or edit my order?
- Yes. You can cancel and/or edit your order before we have dispatched it, which is confirmed via an email to you.
- If we have sent you an order dispatch confirmation email, then, you can no longer edit, nor cancel your order.
You will then have to return your order to us. Please, see our Return Policy here to understand your eligibility.
- Can I change my shipping address?
- Yes. You can change your shipping address before we have dispatched your order, which is confirmed via an email to you.
If we have sent you an order dispatch confirmation email, then, you can no longer change your shipping address.
- Order issues
- The order tracking service shows it was delivered, but I never received it. What can I do?
Please, contact the carrier (ParcelForce or UPS) to understand if there was a mistake and re-arrange another delivery.
- I am missing an item from my order, what should I do?
Please, contact us as soon as possible to let us know at firstname.lastname@example.org or via the Chat Feature, quoting your order number.
- My order confirmation email did not come. What should I do?
Please, contact email@example.com or via our Chat Feature at your earliest convenience quoting your product, total amount and approximate time of the purchase.
This will help us find your order and, then, send you a confirmation email.
- Managing My Account
- What if I forget my password?
- Click on the “Forgot your password” link in the login section.
- Can I change/update contact details?
- Go to Login>My Profile>Edit. Here you will be able to modify your contact details.
- What shipping methods do you offer?
- Bear in mind Make It Straight has a 1 day handling period or less. Then:
- UK 2-3 Day Standard Delivery = Free
- UK Fast 24 Hour Delivery
- EU 2-4 Day Standard Delivery
EU Fast Delivery Service
- Where do you ship to?
- My order is due for delivery today, what time will it be delivered?
- Please, use the tracking number we have provided and check against it.
- What happens to my order if I am not in my salon/out of business hours?
The carrier typically attempts one delivery and, if they are not able to leave the goods at your address, they will attempt a new delivery the next day.
- I have received the wrong item in my parcel, what do I do?
Please, contact us at firstname.lastname@example.org or via the Chat Feature on the website to let us know, as soon as you can, quoting your order number.
We will investigate the issue and, if an error is confirmed on our side, then, we will work with you to send a new correct item, return and refund, exchange, etc. depending on what you want to do.
- General FAQs
- What time does the customer care team operate?
9am-6pm UK time
- What is your VAT number?
443 1971 94
- When I get charged, what is the name that shows in my credit card/debit card/account statement or equivalent?
- SP Make It Straight is the name that will be on your Bank Statement.