Frequently Asked Questions
Accounts & Registration
How do I register for an Alan Howard trade account?
All Hair & Beauty professionals can apply for an Alan Howard account in a few easy steps. Please head to our Registration page and complete your details to apply for an account. You will need to provide proof of your professional status as part of the application. We will review your documentation and approve your account if we are satisfied that your are a Hair & Beauty professional. Due to the nature of our products, we cannot approve accounts for non professional customers.
Can I update my personal details?
To update details for your website account, head to the My Account page. If you want to change your registered trade account details, please contact us so we can update your account.
I can't login to my account
If you have an approved Alan Howard account and are unable to login, please check the email address and password you are entering is correct. If you can't remember your password, use the Reset Password link on the login page to set a new one. If you registered for an account in one of our stores and haven't shopped with us online before, you will need to activate your web account here.
Do I need an account to place an order?
You will need an approved account to buy from Alan Howard. We are trade only and are exclusive to Hair & Beauty professionals. You can register for a free trade account whilst placing your first order, or apply via our registration form. Our team will review your application and the documents you provide to approve your account.
Why has my account application been declined?
Customers of Alan Howard must be able to prove their professional Hair & Beauty status to be able to shop with us. We accept various forms of proof including qualification certificates, insurance policies and business documents. If your account has been declined, it could be that the documents you provided weren't sufficient enough for us to approve your account or that the documents were not provided in good time after registering. If you feel this has been done in error, please email us at info@alanhoward.co.uk and attach your documents and we'll be happy to review your account again.
I'm a student, can I register for an account to buy supplies for my course?
Hair & Beauty students can apply for an account with us by providing a copy of their student card and proof of course enrolment
Orders & Payment
When will I receive my order?
You will have been given an estimated delivery date for your order during the checkout and within your order confirmation email. We aim to deliver all orders within this estimated timeframe, however delays can often occur during busy periods. Please refer to your tracking number for a more accurate delivery date once your order has been despatchedCan I make changes to my order?
If you notice a mistake with your order, please contact us as soon as possible to let us know. Although we cannot guarantee we can make changes to orders, we will do what we can to rectify any issues before your order is despatched.How do I pay for my order?
We accept several payment methods via our website, including: all major UK cards, Klarna, Paypal and credit for eligible accounts. You can also pay via cash by shopping at any of our Alan Howard storesWhen will my payment be taken?
If you are a registered customer with an approved Alan Howard account, payment will be taken during the checkout. If you are a new customer choosing to register when placing your first order with us, your payment will be pre-authorised and only settled once your account has been verified and approved. We aim to approve accounts within 2 working days of receiving the relevant documentationCan I cancel my order?
Please contact us as soon as possible if you wish to cancel your order. We process orders the same day before 12pm so we cannot guarantee we can cancel your order if it has already been processed and despatched. In this case, please refer to our Returns Policy.I'm unable to checkout and complete my order
Please ensure your delivery address has been added and all mandatory fields are complete. We are only able to ship to UK addresses. Ensure you have ticked to accept our Terms & Conditions before proceeding through to payment. Check the item you are ordering is in stock from the location you are ordering from using the pink stock icons on each product page. You will see an 'Item is unavailable for delivery' message if the item you are trying to order is out of stock. You will need to remove these from your basket, or change your delivery type to continue. If you are experiencing issues processing your payment, please try a different card or payment method. If you are a credit account, please ensure your payments are up to date and your account isn't on stop.Can I get an invoice for my order?
You can access invoices for your past orders at any time by heading to your account and going to Financial Statement. Simply click Invoice on the order you want to retrieve to view and download your invoice. You will also be sent an invoice via email once your order has been processed.I haven't received my order confirmation email
If you have an approved Alan Howard account and have placed an order, please check your junk folder for your confirmation email. If you are a new customer registering for an account as part of your first order with us, your order will not be confirmed until we have reviewed and approved your account application.I have ordered furniture with other products, will they all arrive together?
Our lead time for furniture delivery varies and can take up to 8 weeks. If you have ordered other products with your furniture, we will process and despatch these separately according to our usual order processing times.How do I return unwanted products?
Returning web orders that are no longer required is accepted, goods must be returned to Alan Howard within seven days of receipt. Goods can only be returned for this reason when unused, in perfect condition and in their original packaging. The Purchaser is responsible for paying shipment costs if Goods are returned for this reason. Furniture and equipment orders may be subject to additional conditions. Click Here to find out more.Can I use mobile payment options like Apple Pay or Google Pay?
Yes, please proceed through to the payment page of the checkout on your mobile device to use these payment methods.Is my payment information secure?
Yes our payment gateway is 100% PCI compliant and your details are processed securely.Do you offer financing or installment payment options?
We offer payment via Klarna and Paypal Pay-In-3 to allow your order to be paid in instalments. We also offer financing for furniture orders (Subject to eligibility). Click Here to find out more.Can I save my payment information for future purchases?
Yes, please tick the 'Save Card' option in the checkout when placing your order to save your card details for next time.Can I pay with cash for my online order?
Unfortunately, we do not accept cash as payment for online orders. If you wish to purchase products from Alan Howard using cash, please visit one of our stores.I've received incorrect items in my order, what do I do?
Incorrect items must be reported to us within 48 ours of receipt. Please contact our customer service team at info@alanhoward.co.uk with your order number and details of which products in your order are incorrect and our team will be in touch within 2 working days to rectify this for you.Delivery & Returns
My order hasn't arrived
If your order hasn't arrived by the estimated delivery date, please check your emails for the delivery tracking information you will have received from us. The courier tracking website should give details on where your parcel is within their network. You can download the courier apps to get live tracking updates for your parcel. Please contact the courier in the first intance for a detailed tracking update and estimated delivery date. If you are still having issues receiving your order, please contact us and we will be happy to help liaise with the courier.Has my order been despatched yet?
You will receive an email from us with your tracking number once your order has been despatched and handed over to the courier. We aim to despatch all orders the same day if ordered before 12pm Mon-Fri. If you order after this time, your order will be processed the next working day.What couriers do you use?
We use Evri and DPD to deliver our online orders. We also offer free Click & Collect from our Alan Howard stores and Local Van delivery for eligible postcodes, delivered by our own network of Alan Howard vans. The delivery options available to you will be visible in your basket when you enter your delivery address. Please download the courier apps to get live tracking updates for your parcel.How much does delivery cost?
Delivery charges vary depending on your location and the products you wish to order. For more information, please visit our Delivery page.What time will my order be delivered?
You will receive email and text updates from the courier with tracking updates once your order has been despatched, including your time slot. Please download the courier apps to get more in-depth live tracking information. You can reschedule or divert your parcel directly with the courier if you are not going to be in when your delivery is due.An item I received is damaged or faulty
If any Goods purchased have faults when delivered, you must notify us within 48 hours of receipt by emailing your order details and photographs of the products to info@alanhoward.co.uk. You will have 28 days to arrange collection and return or the items. Goods must be returned in their original condition with all packaging and documentation. Upon receipt of the returned Goods, the price of the Goods, as paid, will be refunded through the payment method used when the Goods were purchased. If any Goods develop faults within their warranty period, the Purchaser is entitled to a repair or replacement under the terms of that warranty.Do you offer free delivery?
We offer free standard delivery on non-furniture orders over £35+VAT and free next day delivery for orders over £60+VAT. Delivery charges apply for orders below these thresholds. Please click here for furniture delivery prices.Do you offer international delivery?
At this time, we only delivery to UK and Northern Ireland addresses.Can I choose my delivery date and time?
Delivery days and times are given as an estimate and cannot be guaranteed. When you receive the tracking number for your order, you will be able to reschedule or redirect your delivery with the courier directly if you are not going to be in. If you need products urgently, we recommend visiting one of our Alan Howard stores.What happens if I miss my delivery?
If you miss your initial delivery, the courier may attempt to redeliver the following working day. Depending on your courier, your parcel may get diverted to your local parcel shop after a failed delivery attempt. Please contact the courier directly or use the courier app if you want to reschedule your delivery date or divert your parcel to another address or collection point.Is there a cut off time for same day despatch?
Yes, we aim to despatch orders the same day if ordered before 12pm Monday-Friday (Excluding Bank Holidays). Orders placed after this time will be processed the next working day.How long do I have to return an item?
Goods must be returned to Alan Howard Ltd within seven days of receipt and be unused, in perfect condition and in their original packagingAre any products excluded from your returns policy?
Due to health and safety regulations, we cannot accept returns (subject to our discretion) of the following products: Any Personal Protective Equipment (PPE), Scissors/Razors, Cosmetics, Nail products including: lacquer, gel systems and acrylic systems, Hair brushes, extensions & accessories, Body jewellery/Piercing tools and Foot Spas. This list is not exhaustive; your statutory rights are not affected.How long does it take to process a refund or exchange?
Returns can take between 7-10 days to be processed once received and a refund/exchange issued.How does Click & Collect work?
Click & Collect is available from our Alan Howard stores and can be chosen as your delivery method in your basket. You will receive a text when your order is ready to collect.Can I collect my order from my local delivery lockers?
Unfortunately, we do not offer this delivery service at this timeWhat is Local Van delivery?
Local Van delivery is a service we offer for customers within eligible postcodes close to our stores. Orders are delivered on set days by our network of Alan Howard delivery vans. To see if your postcode is eligible for this service, enter your delivery address in the basket and choose Local Van.My order is being returned to sender, what do I do?
Parcels can be returned to the sender for a number of reasons including a rejected delivery attempt, missed collections and incorrect address details. If your tracking number shows your parcel is on it's way back to us, please contact us so we can arrange to resend the parcel or issue a refund once it arrives back with us.Where is my local van delivery?
Local Van deliveries are delivered by your local Alan Howard store on set days depending on your postcode. Please check your confirmation email for your delivery day. If your order hasn't arrived, please contact your local store, their contact details can be found here.When will my click & collect order be ready to collect?
Please check your confirmation email for your estimated day of collection. You will receive an email confirming when your order is ready for collection. If you provided a valid mobile number when placing your order, you will also receive a text from us. Your order can be collected during store opening hours, which can be found here.Products & Courses
The product I want to buy is out of stock, will you be getting more?
We receive regular deliveries of new stock on a daily basis. If the item you want to purchase is currently unavailable, you can click the Notify Me button on the product page to receive an email when it is back in stock. If an item isn't available from our warehouse, you may be able to order from one of our stores.
Do I need to be qualified to attend your courses?
Most of our courses are only available to Hair & Beauty professionals. If you have an approved Alan Howard account, you will be able to purchase and attend any of our courses.
Are your courses certified?
Most of our courses are for informational and educational purposes only to showcase our products and enable you to grow your knowledge on current trends within the industry. You may receive a certificate of completion when attending a course, please refer to the course description for further details.
Why can I only see the prices for some products on your website?
A selection of our products and prices are exclusive for approved Alan Howard members. To view our entire range of products and trade prices, please apply for a free Alan Howard account with proof of your professional Hair & Beauty qualification.
Are there any quantity limits for buying products?
The majority of our products do not have a quantity limit and you are free to purchase as many as you need. On products where we do impose a limit (Such as Dyson), you will only be able to add the maximum quantity to your bag in any one transaction. We are legally obliged to report any unusually large or suspicious sales of chemicals to the government at our discretion, click here to find out more.
I've seen a product cheaper somewhere else, can you match the price?
We strive to offer competitive trade prices on all of our products and regularly run discounts and promotions to offer you savings. Whilst we cannot price match other retailers, you can be assured the products you buy from Alan Howard are carefully selected and are of the best quality.
Does my product come with a warranty?
Many of our electrical products come with a manufacturer warranty to cover faults within a set period of time from the date of purchase. Please refer to the instruction manual that comes with your product for details on how to register your warranty and what to do if any problems arise.
My electrical product has had the date etched on, what is this for?
For some products, we are required to etch the purchase date onto the casing to validate the warranty. Please be assured this does not affect the use of your product and does not negate your statutory rights if any problems arise.
Are your products vegan?
We sell a range of products from a large selection of suppliers, many of which are vegan. You can identify these products on our website with the pink Vegan ribbon
What is Recycle My Salon?
We have partnered with Recycle My Salon to offer an eco-friendly waste disposal service for salons. Disposal bins are available to be purchased here and collections can be arranged directly with Recycle My Salon. Click Here to find out more.
I can't find the product I'm looking for
Please head to our Brand page to see if we stock the brand you are looking for. You can use the search bar, menu navigation and filters on our website to help find the products you are looking to buy
Promotions & Discounts
Do you have any discounts or promotions I can use?
We often have offers and promotions across our wide range of products. Many of these offers are auto-applied at the checkout when you order eligible products and the offers will be visible throughout the website when shopping. We also run exclusive offers and promotional discount codes from time to time, the best way to hear about these offers is to subscribe to our marketing emails. Offers and discounts are subject to change at any time and must be applied during the checkout before payment to be eligible. We cannot apply a discount retrospectively after an order has been placed.
My discount code doesn't work
Discount codes and offers are subject to terms & conditions and often come with limitations. Discount codes cannot be stacked or used with other offers. Discount codes may also be restricted to new customers or single use, so if the code you are trying to use isn't working, it means your order or the products within it aren't eligible for that offer.
What is Alan Howard Rewards?
This scheme is open to all salons and stylists throughout the UK and is supported by our team of dedicated Business Development Managers who are always on hand to offer guidance, support and ideas on how best to achieve the growth objectives of your business. Earn Alan Howard Rewards (Subject to a minimum spend of £750 over a quarter, ave £60 per week) on selected premier brands at Alan Howard either in-store, online or with your Business Development Manager. Redeem your Alan Howard Rewards on a variety of products and services to enable you to achieve your full business potential. These include: education, salon marketing materials, branded salon items, salon tools, backbar products and furniture. Receive quarterly emails to update you on your points balance with advice on what you can redeem your points on and how to redeem them. Click Here to find out more
When is your next VAT free sale?
To hear about our latest promotions and sales, please ensure you are subscribed to our marketing emails. You can update your marketing preferences within your My Account area.
Why can't I see the offers or brochure on your website?
As we are exclusively trade only, some content on our website is reserved for approved customers only. Please register for a trade account to have full access to the content on our website and view all of our offers.
Furniture Orders & Delivery
How will my furniture order be delivered?
We use a range of services to deliver our furniture including DPD, Pallet Ways and our own Alan Howard vans. The service we use will be dependent on the size of your order and your location. Our team will be in touch with details regarding your delivery once your items are ready to be dispatched.
My furniture has arrived damaged, what do I do?
Please inspect your furniture as quickly as possible when it arrives. Damage must be reported to us within 48 hours by emailing furniture@alanhoward.co.uk with photos of the damage and details of your order. Once received, our team will be in touch within 2 working days to work with you to rectify the issue.
How long does furniture take to be delivered?
Furniture delivery time varies depending on the type of product you have ordered and stock availability. Please check your order confirmation email for the estimated delivery timeframe. For bespoke furniture (Including REM, Takara Belmont and Alpeda) Delivery can take 6-8 weeks. For furniture we hold in stock, delivery can take up to 2 weeks.
Has my furniture been despatched?
Our team will be in contact with you once your furniture has been picked and is ready to be despatched. If you haven't heard from us within the estimated delivery timeframe, please contact us at furniture@alanhoward.co.uk for an update.
General Customer Service
How can I contact you if I have a problem?
You can contact our customer service team at info@alanhoward.co.uk
Where is my nearest store?
Please visit our store page and enter your postcode to find where your nearest store is
Where are you based?
Alan Howard is based in Stockport, Greater Manchester with stores across the North West
What are Hubs?
Alan Howard Hubs are in-person events held at selected Alan Howard stores each month. All Alan Howard members are invited to attend these interactive sessions free of charge, simply turn up on the day to get involved. Check out our Hubs page for upcoming events near you.
How long will it take to get a reply to my email?
We aim to respond to all queries within 2 working days of our operating hours: Mon-Thur 8am-5pm, Fri 8am-4pm (Excluding bank holidays)
Something Else
If your question hasn't been answered in our FAQs, you can contact our team by completing our contact form or emailing us at info@alanhoward.co.uk.
Customer Service Contact Hours:
Monday - Thursday: 8.00am - 5.00pm
Friday: 8.00am - 4.00pm
Saturday: Closed
Sunday: Closed