FREQUENTLY ASKED QUESTIONS
Do the products you sell come with a warranty/guarantee?
is an authorised online seller of all professional brands we stock and products come with their respective factory guarantee/warranty.
Please check your Product Booklet and register your product with the manufacturer where requested to. Not registering your product may jeopardize the product warranty/guarantee.
What do I do if the product I purchased is faulty under warranty?
If your product is faulty please contact us immediately. We will advise if you should return the product to ourselves or if you should contact the manufacturer directly.
What do I do if the product I purchased is faulty out of warranty?
Manufacturers unfortunately do not offer repairs out of warranty. If you would like to have your product repaired it is recommended that you contact a local appliance repairer.
How do I place an order for a product I would like to purchase?
You can place your order and make payment directly through the online store. You can also place your order by sending us an email (email@example.com) to place your order. Please mention the product(s) you would like to purchase and we will reply with the banking details and instructions.
How can I make payment for a product I would like to purchase?
Payment options through the online store are as follows:
- Credit Cards (MasterCard, Visa & Capitec Global One card)
- Instant EFT (Standard Bank, Nedbank, ABSA, FNB)
- Masterpass (the MasterCard digital wallet for safer online shopping)
- Mobicred (credit facility for online shoppers)
If you would like to pay by Cash Deposit or by EFT from a bank not stated above, please send us an email placing your order and we will forward you our banking details (firstname.lastname@example.org).
Can I pay off a product I would like to purchase?
Yes we do offer a credit facility through Mobicred. You will first need to apply for credit directly with Mobicred (www.mobicred.co.za). Once your application is successful you can make your purchase through our online store.
Do you have a store I can go and purchase a product from?
We are an online store and deliver nationwide, we unfortunately do not have a retail store where you can walk in and make your purchase. We do allow for collection from our warehouse in Linbro Park Johannesburg although payment needs to be made before collection. The warehouse is open for collection Monday to Friday, 8.30 to 4.30 and is closed weekends & Public Holidays. Select the 'pick-up' option when checking out and you will be advised as soon as your order is ready for collection.
Do you only deliver or can I collect an item I would like to purchase?
We do allow for collections from the ParcelNinja warehouse in Linbro Park, Johannesburg. You first need to make your payment before collecting your order as the warehouse do not handle payment on our behalf. If you are placing your order through our online store and you would like to collect your order from our warehouse please select the 'Pick-Up' option when Checking Out and you will be advised as soon as your order is ready for collection. The warehouse is open for collection Monday to Friday, 8.30 to 4.30 and is closed weekends & Public Holidays.
Can I return a product I purchased from your store?
At HAIRHQ we offer a 14 Day Money Back Guarantee on your purchase. Simply return unwanted goods to us within 14 days of receiving the goods for a refund. Please advise us in writing of your cancellation request.
Goods Returned for a Refund or Exchange must be unused and in their original undamaged packaging (including cellophane wrap, tamper proof seals and lids). We do not offer refunds or exchange on used products due to hygiene reasons.
Refund - You will be refunded the amount you paid less all courier charges plus a R50 handling fee. Refund will be processed once product has been returned and inspected to meet criteria above.
Exchange - you will be refunded any price difference and will be charged for the return delivery to the warehouse and the delivery of the replacement order and a R50 handling fee.
Products purchased which don't meet your expectation
HAIRHQ does not accept liability for any product purchased which does not meet your expectation or any damage which a product may cause.
How do I know that I am not being scammed?
Hair Headquarters is a registered company and has been trading since 2013. Please check this link to our Facebook page for our Customer Reviews where our customers have given us a Five Star Customer Satisfaction rating - www.facebook.com/HairHeadquartersSA
Is it safe to enter my credit card details on your site?
We make use of the Payfast payment interface. PayFast have many automated and manual checks in place to protect both buyers and sellers from fraudulent transactions.
Payfast security features:
Are there other payment methods if i'm not comfortable making payment through the online store?
- PCI-DSS Level 1 Compliant
- Use Extended Validation SSL with 256-bit encryption. Only two of the four major South African banks use this –the highest– level of encryption currently available.
- All sensitive info is encrypted within their own database.
- Run penetration testing on their system on a weekly basis to look for vulnerabilities.
- Their entire site, blog, payments page and help site all are served off secure servers.
- 3D Secure is in place for all credit card transactions.
- Use GEO IP tracking to see where transactions are originating from and look for mismatches between this and the card’s issuing country.
- Their system automatically checks for suspicious payment velocity.
- Use BIN/IIN validation to check for card-issuing bank locations and merchants can choose to enable/disable payments from certain countries.
- Payments and card details are automatically checked against large online databases of blacklisted details.
- All suspicious transactions are manually reviewed.
Yes if you are not comfortable making payment through the online store or if you would like to make an EFT payment or Cash Deposit into our bank account. Please send us an email placing your order and we will forward you our banking details and instructions (email@example.com)
How will my order be delivered?
All orders are delivered by a door-to-door courier service and orders need to be signed for when delivered. Courier deliveries take place Monday to Friday during business hours. Once your order has been dispatched from our warehouse you will be sent a tracking email where you will be able to track the delivery of your purchase from we dispatch your order from our warehouse to the delivery address provided.
How long does delivery take once orders are dispatched?
Do you delivery outside of South Africa?
- Gauteng deliveries are 1-2 business days
- Other major cities are 2-3 business days
- Outlying areas are usually 3-5 business days
We do not deliver outside of South African borders.
Do you carry stock of all products?
We hold stock of all products advertised on our store. If we do not have stock of a certain product it will be shown as ‘out of stock’.
Which brand do you recommend?
All brands we sell are professional salon quality brands. We are retailers and do not have any experience in using the tools we sell. We only sell products which have been positively reviewed by our clients.
Your hair stylist should be able to give you some good advice on which product to purchase according to your needs and hair type.
What size hair iron is best for me, normal size iron or wide plate iron?
If you are looking for a hair iron to both straighten and curl your hair then we recommend a hair iron with a normal size plate (25mm)
If you have an abundance of hair (very long, frizzy of thick) and are looking for a hair iron to purely straighten your hair then you could consider a hair iron with a wide plate (40mm). The wide plates will allow you to straighten your hair a lot quicker that using a normal size iron.
Can I use a hair iron to curl my hair?
Yes you can use a hair iron with normal size plates to create curls or waves. It is not possible to create curls or waves using a hair iron with wide plates. To learn how, take a look at the many tutorials’ available online.
Which straightener is best for me, ceramic or titanium?
Thanks to the even heat distribution; ceramic straighteners don’t create cold or overheated spots, minimizing hair damage. Ceramic plates also help eliminate frizz and the plates are extremely smooth, so they are less likely to pull hair.
Ceramic Straighteners are suitable for pretty much any hair type, depending on the heat settings of the particular tool. Thin, fragile or damaged hair requires lower temperatures, and many ceramic flat irons have the appropriate settings.
Titanium hair straighteners deliver the fastest heat transfer for immediate and superior results. However, you should be careful with the temp settings to reduce hair damage as much as possible.
Titanium Straighteners are recommended for ladies with healthy, thick & coarse hair. If you have fine or normal hair you can use a titanium straightener. Start with a lower heat setting and be careful to avoid burning your locks.
Is Hair Headquarters an authorised ghd seller in South Africa?
Yes Hair Headquarters is an authorised ghd seller in South Africa.
Use the ghd Website Checker to verify that Hair Headquarters is authorised to sell ghd products online in South Africa. Click on below link and enter our website address (www.hairhq.co.za) in requested field.
Do ghd products need to be registered with ghd?
Yes please register your ghd products purchased with ghd.www.ghdhair.com/za/help/product-registration
What guarantee do ghd products come with?
Which is the latest ghd Styler available?
The ghd Gold Styler
was launched in February 2018 and is ghd's New Gold Standard of Styling. The ghd Gold Styler is equipped with dual-zone technology and is proven to achieve smoother, sleeker results while still keeping hair strong & healthy. The two heat zones allows you to keep the optimum heat from root so you don't damage your hair.
No the ghd Mini Styler is not a normal size Styler, the plates on the ghd Mini Styler are 15mm wide, while the plates on a normal size iron such as the ghd Gold Styler are 25mm wide. The ghd Mini Styler is the perfect option for shorter hair. The narrow plates allow for precision styling, such as smoothing out cowlicks, kinks and fringes, and for straightening right from the root.
Which is the best ghd Straightener for very long or thick hair?
The ghd Max Straightener
42mm wide styling plates and is ideal for styling long, thick and curly hair types in half the time
According to ghd research carried out, ghd have determined that the optimum temperature for styling that won't cause any damage to your hair is 185 degrees, which is the temperature ghd Stylers are set at.
Should I buy a Wand or a Tong?
Curling Wands will typically have a tapered barrel (thick to thin) which will allow you to create a tousled wavy texture look on all hair lengths.
Curling Tongs come in different size barrels, the most popular sizes are the 25mm and 32mm width. A larger barrel (32mm) is recommended if you are looking to create tumbling soft curls or waves. If you are looking for a tighter curl finish then a curling tong with a smaller barrel (25mm) is recommended.
For Long Hair all wands and tongs are suitable, depending on the style you are looking to create.
For Shoulder Length or Shorter Hair a curling wand or small barrel tong will be easier to use and more suitable.
Curling Tongs & Wands at HAIRHQ
What is Ionic Technology?
Hairdryers with Ionic Technology emit negatively-charged ions, benefits include faster drying time, preventing damage and healthier hair. A hairdryer with ionic technology will allow you to dry your hair with less frizz and dryness and the negative ions also make the cuticles lie flat, leaving your hair shiny.
Are the fragrances you sell original?
Fragrances we sell are 100% authentic and original
Some pointers which will help you determine if a fragrance is original or fake:
The Packaging - There are often misspellings on the box of a fake fragrance and the wrapping is not perfect. The plastic cellophane on an Original Fragrance will be neatly wrapped.
The Bottle - Always look at the country of origin at the bottom of the bottle. Most fake perfume will not put the country of origin. Original fragrances will have high-quality bottles with smooth and fine surface. The brand name printed on the bottle of original fragrances is usually embossed and can’t be erased easily. The cap of original fragrances fit snugly and stay in place if you flip the bottle over. Most fake fragrance caps do not fit tightly on the bottle.
The Scent - Original fragrances will have 3 layers: Top notes, middle notes, and base notes. You should smell a fragrance differently when you first apply it, after you will smell the middle notes and finally, you can smell the base notes. Fake fragrances may smell familiar but have a flat, one-dimensional quality to them like they are missing an entire layer of notes.
Do all Fragrances come with a plastic cellophane wrapping?
No not all fragrances come with a plastic cellophane wrapping. The following fragrances we stock do not come with cellophane wrapping: Davidoff, Lacoste, Joop, Aramis, Calvin Klein, Estee Lauder Youth-Dew.
What is the difference between Eau de Parfum and Eau de Toilette
Eau de Parfum contains 15% - 20% pure perfume essence dissolved in alcohol.
Eau de Toilette contains 5% - 15% pure perfume essence dissolved in alcohol.
Eau Fraiche is the most diluted version of fragrance, usually with 1% – 3% pure perfume essence dissolved in alcohol.