FAQ

Products

Are your products genuine?
Yes. Everything we sell is genuine stock sourced from authorised Australian distributors, with the manufacturer's Australian warranty where one applies. We don't sell copies or grey imports.

Can you get a product that isn't on the website?
Often, yes. Email support@mvhairandbeauty.com or call 0402 174 450 with the brand and product name and we'll tell you whether we can order it in and how long it will take.

Can you help me choose a product?
That's what we're here for. We supply hundreds of Adelaide salons and barbershops, so tell us what you're trying to achieve — a fade, a colour correction, a frizz problem, the right clipper for a busy shop — and we'll point you at what actually works.

How long is the warranty on electrical products?
Clippers, trimmers, dryers and straighteners carry the manufacturer's warranty, which varies by brand, on top of your rights under the Australian Consumer Law. Contact us before returning a faulty appliance and we'll direct you to the fastest route.

Do you stock cruelty-free and vegan products?
Yes, a wide range. Check the brand's own labelling on the product page, or ask us for recommendations.

Orders

Can I order over the phone?
Yes. Call 0402 174 450, 7 days, 9:00 am–5:30 pm. We can take card payment over the phone or email you an invoice.

Has my order gone through?
You'll get an email confirmation with an order number as soon as it's placed. If you don't see one, check your junk folder and your bank account, or log into your account to view recent orders. If you're still unsure, contact us with your name and email and we'll check.

Can I change or cancel my order?
Contact us as soon as possible. If the order hasn't been picked and packed we'll usually be able to change or cancel it. Once it's gone to the warehouse it's difficult, but we'll try. Please check your address carefully at checkout — we can't replace or refund parcels delivered to an incorrect address supplied by the customer.

Do you offer trade pricing?
Yes. Salons, barbershops and beauty studios can apply for a trade account. Once approved, you'll see wholesale prices when logged in and can order online, by phone, or in person at Kilburn.

An item is out of stock. What now?
We restock regularly. Contact us and we'll tell you when it's expected, or suggest the closest alternative. For larger quantities than the site allows, get in touch and we'll arrange it with our supplier.

My discount code isn't working.
Check that the code hasn't expired, that your cart meets any minimum spend, and that the products in your cart are eligible. Only one code can be used per order, and codes can't be combined with other offers. If it still won't apply, contact us and we'll sort it out.

Shipping

How much is shipping?
Standard shipping is free on eligible orders of $99 or more, and $9.95 under $99. Express is $5.95 on orders of $99 or more, $14.95 under $99. Salon furniture is delivered free Australia-wide.

How long will delivery take?
Orders are dispatched from Adelaide within 24 hours on business days. Standard delivery is 2–3 business days for most Australian addresses after dispatch; express is next business day to most metro areas. Remote and regional addresses can take longer. Full details are on our Shipping & Delivery page.

Where is my order?
You'll receive a shipping confirmation email with a tracking number when your order is dispatched. Track it through the link in that email or at Australia Post. If tracking hasn't updated for five or more business days, contact us and we'll open an investigation.

My tracking says delivered but I can't find the parcel.
Parcels are sent with safe drop enabled, so check around your property and with anyone else at the address. If the driver judged a safe drop unsafe, it will be at your local post office. If you still can't locate it, contact us and we'll investigate with Australia Post. We can't take responsibility for parcels lost or stolen after confirmed delivery to the address you supplied.

Can I pick up my order?
Yes. Choose Click & Collect at checkout and pick up from 412 Churchill Rd, Kilburn SA 5084 any day, 9:00 am–5:30 pm. We'll email you when it's ready — please wait for that email before coming in.

How is salon furniture delivered?
Barber chairs, styling chairs, basins, trolleys and reception desks are delivered free Australia-wide by freight carrier. Delivery is included in the price, with no separate freight charge or invoice. Delivery times vary by item and destination; allow extra time for regional and remote areas.

Returns

Do you accept returns?
Yes. On top of your rights under the Australian Consumer Law, we accept change-of-mind returns within 30 days of delivery on products that are unused, unopened and in original packaging. Return postage for change of mind is paid by the customer.

What can't be returned for change of mind?
For hygiene reasons, opened or used personal-care products, blades, brushes, combs and disposables. Salon furniture is supplied to order and isn't eligible for change-of-mind returns; faulty or damaged-in-transit items are replaced or refunded.

I received a faulty, damaged or incorrect item.
Contact us within 7 days of delivery with photos and a short description. Don't use or dispose of the item until you've heard back from us. Faulty and incorrectly supplied items are returned at our cost.

How do I return something?
Email support@mvhairandbeauty.com or call 0402 174 450 with your order number. We'll send return instructions. Pack the item securely, post it, and send us the tracking number — or drop it in to Kilburn. Full details on our Returns & Refunds page.

How will I get my refund?
Once we receive and check the item, we refund to your original payment method within 5 business days and email you a confirmation. Original shipping charges aren't refunded on change-of-mind returns.

Payments and accounts

Is it safe to use my card on your site?
Yes. Payments are processed by Shopify Payments and PayPal; we never see or store your card details.

Why should I create an account?
It lets you track orders, view past purchases and check out faster. Trade customers need an account to see wholesale pricing.

I've forgotten my password.
Use "Forgot your password" on the account login page and we'll email you a reset link.

How do I unsubscribe from emails?
Click the unsubscribe link at the bottom of any email from us, or email support@mvhairandbeauty.com and we'll remove you.

Still need help?

Email support@mvhairandbeauty.com, call 0402 174 450, or come in to 412 Churchill Rd, Kilburn SA 5084 — open 7 days, 9:00 am–5:30 pm.