Frequently Asked Questions (FAQs)
Shipping Options + Timelines
Where is my order?
Orders placed before 12pm Monday-Friday are shipped out that day. Full details on shipping rates and timescales can be found on our Delivery Options page.
I am missing an item from my order?
We’re sorry to hear that. Please use the contact form with your order number and the item which is missing.
Where do you ship to?
We primarily ship to the UK & Channel Islands. Visit our Delivery Options page for full details of our shipping rates and fees.
Which shipping methods do you offer?
We offer a range of shipping options, including Standard Delivery and Express Delivery. Full details can be found on our Delivery Options page.
Do you offer express or same-day delivery?
Yes, we offer Express Delivery, which aims to deliver your order the next working day if placed before 12pm Monday to Friday. Unfortunately, we don’t currently offer same-day delivery nor Click + Collect.
Do you offer international shipping?
At the moment, we only ship to the UK and Channel Islands. Please contact us for specific information on international shipping locations.
Can I change my shipping address after placing the order?
If your order hasn’t been dispatched yet, we’ll do our best to update your shipping address. Contact us as soon as possible with your order details.
Can I reroute my package to a different address if I am not available to receive it?
Unfortunately, we can’t reroute packages once they’re in transit. However, you can contact the courier directly to explore alternative delivery options.
What happens if I miss the delivery attempt?
If you miss a delivery, the courier will usually leave a card with instructions for re-delivery or collection. You can also track your parcel for updates.
Do you provide free shipping on order over a certain amount?
Yes! We offer free Standard Delivery on orders over £50. This will be automatically applied at checkout.
Can I collect my order in person?
Currently, we don’t offer in-person collection, but we’re always looking for ways to improve our services—so watch this space!
Do I need to sign for my delivery?
For most orders, a signature isn’t required. However, high-value items may need to be signed for upon delivery.
Is there a cut-off time for orders being dispatched?
Orders placed before 12pm Monday to Friday are dispatched the same day. Orders placed after this time will be dispatched the next working day. If your order is placed on a weekend or a bank holiday, your order will be dispatched on the following working day.
What should I do if my order hasn’t arrived within the expected timeframe?
If your order is late, we’re here to help. Please contact us with your order number, and we’ll look into it right away.
Are there any delays expected during public holidays or peak seasons?
During busy periods like public holidays and peak seasons, delivery times may be slightly longer. We’ll always let you know about any expected delays.
What is your return policy for items that arrive late or damaged?
We’re sorry if your order is late or arrives damaged. We do our best to check each item before dispatch. Please contact us with your order number and photos (if applicable), and we’ll resolve it quickly—whether that’s a replacement, refund, or exchange. You can find full information on our Exchanges and Returns page.
Order Tracking + Updates
Is there a tracking number for my order?
Yes, once your order is dispatched, we’ll send you a confirmation email with your tracking number so you can follow its journey.
Do you offer shipping updates via email or SMS?
We send shipping updates via email. For SMS updates, make sure to opt in during checkout or update your communication preferences in your account.
Can I specify a delivery date or time for my order?
At the moment, we don’t offer specific date or time deliveries, but our Express Delivery is a great option if you need your items quickly.
Product Questions
Where can I find information about the dimensions and weights of your products?
Product dimensions and weights are listed on each product page. If you need more details about a specific item, feel free to contact us.
How should I dilute my shampoo?
Each shampoo has specific dilution instructions on the bottle or packaging.
How should I look after my clippers?
Regular maintenance is key! Clean your clippers after each use, oil the blades daily, and store them in a cool, dry place. Don’t forget to check your user manual for specific care instructions.
How should I look after my scissors?
Always clean your scissors after use and dry them thoroughly to prevent rust. Use a scissor lubricant occasionally and store them in a protective case to keep the blades sharp and safe.
Do you offer sharpening and repairs for clippers?
We don’t currently offer clipper sharpening or repair services. However, you can often find professional sharpening services in your local area. We can suggest some if you don’t have a location near to you.
Do you offer sharpening and repairs for scissors?
We’re unable to provide scissor sharpening or repairs at this time. We recommend checking with local sharpening professionals. We can suggest some providers if you don’t have a location near you.
How can I be notified when the items that I want are out of stock?
On out-of-stock product pages, you’ll see an option to sign up for stock alerts. Simply enter your email, and we’ll let you know as soon as it’s back.
Can I pre-order a product?
When an item is out of stock, and we have an estimated delivery date, we will be able to offer pre-order options. If available, this will be clearly noted on the product page.
Do you offer subscribe and save options?
Not yet, but it’s something we’re exploring! Keep an eye on our website or subscribe to our newsletter for updates.
Do you price match with other retailers?
While we don’t currently offer a price match guarantee, we do strive to provide competitive pricing across all our products.
Exchanges + Returns
What is your return and exchange policy?
We’re sorry to hear that you’re not happy with your item. Please visit the Exchanges + Return page for detailed instructions and a copy of our Returns Form.
How long do I have to request a return or exchange?
You have 30 days from the date of purchase to request a return or exchange. If you’re unsure, just get in touch, and we’ll be happy to assist.
Can I return or exchange an item without a receipt?
A receipt or proof of purchase is required for returns and exchanges. If you’ve misplaced yours, contact us, and we’ll do our best to help locate your order details.
Which items are eligible for return or exchanges?
Most items are eligible for return or exchange as long as they are unused, in their original condition, and returned within 30 days. Please check our Exchanges + Returns page for any exclusions.
What condition should the item be in for a successful return or exchange?
Items should be unused, in their original condition, and include all packaging and accessories. This helps us process your return quickly.
Can I return an item that has been opened/ used?
Unfortunately, we cannot accept returns on items that have been opened or used unless they are defective.
Do I need to include all original packaging and accessories when returning an item?
Yes, please include all original packaging, accessories, and any free items that came with your purchase to ensure a smooth return process.
Can I return or exchange a damaged or defective item?
Absolutely. If your item arrives damaged or defective, contact us right away with your order details, and we’ll arrange a replacement or refund for you.
How can I return an item?
Returning an item is easy! Visit our Exchanges + Returns page to download the Returns Form and follow the step-by-step instructions.
How long will it take to process a refund or exchange?
Refunds and exchanges are typically processed within 5-7 working days of receiving your return. We’ll do our best to keep you updated throughout the process.
Will I receive a full refund for the returned item?
Yes, we’ll issue a full refund for eligible returned items, excluding any shipping costs unless the item was defective.
Can I exchange the item for a different / size / colour?
Of course! If we have the size or colour you need in stock, we’ll happily process an exchange for you. Just indicate your preference on the Returns Form.
Do I need to pay for shipping when I return an item?
Customers are responsible for return shipping costs unless the item is defective or we’ve made an error with your order.
The item which I’ve received is defective. What Should I do?
We’re so sorry to hear that! Please contact us with your order number and details of the defect, and we’ll sort it out right away.
Do I need to provide photos or evidence of the damage when requesting a refund or exchange?
Yes, if possible, please include photos of the damage when contacting us. This helps speed up the process and ensures we can resolve the issue quickly.
Will I be reimbursed for shipping costs if I’m returning a damaged or defective item?
Yes, if the item is defective or damaged, we’ll reimburse your return shipping costs along with your refund or exchange.
Orders + Payments
When will an out of stock item be back?
We do our best to maintain stock levels. At times due to supplier or shipping delays, we may run out of an item. You can sign up to receive a notification as soon as an item is back in stock. If you notice that an item has been out of stock for a significant amount of time it is likely that it will be in stock soon. When we have an estimated delivery date you will be able to place a pre-order.
Where can I see my receipt / invoice?
It’s easy to create an account when you complete your first purchase. Login in to find your purchase history and corresponding invoices.
You will also have received an email when you placed your order. A copy of your invoice will have been attached to this message. If you cannot see this message in your inbox, be sure to check your junk box.
What payment methods do you accept?
We accept all major debit and credit cards via Stripe, including American Express, Maestro/Switch, Mastercard, Visa, and MasterVisa. We also offer payment options through ShopPay, and bank transfer.
Can I pay with a credit or debit card?
Absolutely! You can pay securely with all major credit and debit cards, including American Express, Mastercard, Visa, and Maestro, via our third-party payment gateway, Stripe.
Do you accept PayPal?
At the moment, we don’t accept PayPal, but you can pay using ShopPay, credit or debit card.
Do you offer international shipping?
At the moment, we only ship to the UK and Channel Islands. Please contact us for specific information on international shipping locations.
Can I use a prepaid card or virtual wallet for payment?
Yes, prepaid cards are accepted through our Stripe payment gateway. Virtual wallets like ShopPay are also available.
Can I use mobile payment options such as Apple Pay or Google Pay?
Yes! Apple Pay and Google Pay are supported via our secure checkout options.
Are there any additional fees for certain payment methods?
No, there are no extra fees for using any of our payment methods.
Is my payment information secure?
Absolutely. All payments are processed securely through trusted gateways like Stripe and Shopify. We never store your card information.
Can I set up automatic recurring payments to subscribe and save?
We don’t offer subscription options yet, but stay tuned—it’s something we’re working on!
Can I get a refund if I paid with a specific method?
Yes, refunds are processed back to the original payment method used.
Can I change my payment method after placing an order?
Once an order is placed, we can’t change the payment method. If you have any concerns, contact us for assistance.
Can I save my payment information for future purchases?
Yes, ShopPay allows you to securely save your payment details for quicker future checkouts.
Are there any restrictions on payment methods for certain products?
There are no restrictions on payment methods for our products. You’re free to choose what works best for you!
Can I pay by cheque, postal order or money order?
We do not accept cheques, postal orders, or money orders, but we can accept prepayment by bank transfer. Just contact us via our contact form to arrange this.
Can I use foreign currency for payment?
All payments are processed in GBP. If you’re ordering from outside the UK, your card provider will handle the currency conversion.
Do you offer cash on delivery as a payment option?
No, we don’t currently offer cash on delivery.
How can I contact customer support for payment-related inquiries?
You can contact us via WhatsApp [link], email, or the contact form on our website for any payment-related questions.
General Contact Information
What is your contact information?
You can reach our Customer Services team Monday - Friday 9am-4pm. For the fastest response, use the contact form on our website or WhatsApp button at the bottom of this page.
What is your legal information?
For legal information, including our registered address please visit the About Us page here. Further details can be found on our terms and conditions and Privacy Policy pages.
What are your customer service hours?
Our Customer Services team is available:
- Monday to Thursday: 9am-4pm
- Friday: 9am - 3pm
We are closed on weekends and bank holidays.
What are your opening hours?
While we operate primarily online, our customer service hours are:
- Monday to Thursday: 9am-4pm
- Friday: 9am-3pm
We are closed on weekends and bank holidays.
If you need assistance, feel free to contact us during these times.
Can I contact you through your social media platforms?
While you’re welcome to message us on social media, our contact form or use the WhatsApp at the bottom of this page for the quickest response.
Where can I find the contact form?
If you can’t find the answer that you need in our frequently asked questions, you can find our contact form on the Contact Us page of our website. It’s the fastest way to get in touch.
Can I request a callback from customer service?
At the moment, we don’t offer a callback service. Please use the contact form or email us, and we’ll respond as quickly as possible.
Are there different contact numbers or emails for specific departments?
Currently, all inquiries are handled through our contact form. Our team will ensure your query reaches the right department.
Is there a specific email address for technical support?
For technical support, please email hello@groomandkind.com, and our team will assist you.
Is there a specific department or contact for product questions?
For product questions, contact us at hello@groomandkind.com, or use the contact form for a quicker response.
Can I request assistance in a language other than English?
At this time, we only provide assistance in English.
How can I unsubscribe from your mailing list or opt-out of marketing communications?
Simply click the “unsubscribe” link at the bottom of any marketing email. Alternatively, contact us to opt-out of marketing, and we’ll handle it for you.
Can I sign up for your newsletter or email updates and offers?
Yes, we’d love to be in touch! You can sign up for our newsletter using the form form at the bottom of this page to receive updates, offers, and the latest news. We promise not to spam you. Remember that you can withdraw your consent at any time.
Feedback + Complaints
How do I provide feedback or make a complaint?
We really value your feedback. If we’ve done something really well (or really badly) we’re keen to hear from you. You can use the contact form, or message us on WhatsApp using the button at the bottom of this page.
Can I visit your physical location?
We are an online retailer and don’t have a physical store. However, you can contact us anytime during our opening hours for help.
How long does it typically take to receive a response to my enquiry?
We aim to respond to all inquiries as quickly as possible. During busy times, it may take up to 48 hours to get back to you.
Still have questions?
Use our contact form to get in touch.
