Terms & returns

About these terms

These terms apply when you book an appointment or order from our shop through this website. Please read them before you book or order. By ticking the box when you book or order, you agree to them. Nothing in these terms affects your legal rights as a consumer.

Booking an appointment

• Your booking is confirmed when you receive a confirmation email. If the service needs a deposit, your booking is confirmed once the deposit has been paid.
• Appointment times are worked out from how long each service usually takes. Please give us accurate information about your hair, for example its length and what you'd like done, so we can book enough time.
• Tell us about any allergies, sensitivities or scalp conditions before your appointment. We may ask you to have a patch test first, or decline a service if we don't think it's safe for your hair or scalp.

Deposits

• Most services need a deposit to secure your appointment. The amount is shown before you pay, and it comes off the price of your appointment on the day.
• Your deposit is non-refundable if you cancel or don't attend.
• If we have to cancel your appointment, we'll refund your deposit in full.

Cancelling or changing your appointment

• You can cancel online up to 24 hours before your appointment, using the link in your confirmation email, "Find my booking" or your account. After that, please contact us.
• To change your appointment, cancel it and book a new time. If your booking had a deposit, please contact us first.
• If you're running late, let us know as soon as you can. We may need to shorten your appointment or rebook you, and if you arrive too late to complete the service, it will count as a missed appointment.
• If you don't attend without telling us, we may ask for a deposit or payment in full before you book again.

Prices and payment

• Prices are shown in pounds sterling. Some services are priced "from" because the final price depends on your hair's length and thickness; we'll tell you if the price will be higher before we start.
• Late-evening and after-midnight start times are premium times, and some services cost more then. The premium price is shown next to the time before you book.
• The rest of the price is paid in the salon on the day of your appointment.

If you're unhappy with a service

We carry out every service with reasonable care and skill. If you're unhappy with your service, please tell us within 7 days so we can look at it and, where appropriate, put it right.

Shop orders

• When you place an order, you'll receive an email confirming we've received it. Your order is accepted once it is ready to collect or has been posted.
• If an item is unavailable, or a price on the website is clearly wrong, we'll contact you, and you can cancel your order for a full refund of anything you've paid.
• Collection: we'll message you when your order is ready to collect from the salon. If you've chosen to pay when you collect, please pay when you pick it up.
• Delivery: we deliver free to UK addresses only. Delivery orders are paid online when you order. We aim to post orders within a few working days. If your order hasn't arrived within 30 days, contact us and we'll send a replacement or refund you.

Your right to cancel a shop order

• You can cancel your order for any reason within 14 days of the day you receive or collect it.
• To cancel, email us using the address at the top of this page with your order reference. You can also cancel online before your order is ready, using "Find my order" or your account.
• Send back or return the items to the salon within 14 days of telling us you're cancelling. Unless the items are faulty, you pay the cost of sending them back.
• We'll refund you within 14 days of receiving the items back, using the same payment method you used. We may take money off your refund if an item has been used more than was needed to check it.
• For hygiene reasons, you can't return products that came sealed if you've opened them, unless they're faulty.

Faulty items

If an item is faulty, damaged or not as described, you can return it within 30 days for a full refund. After that, you may be entitled to a repair, replacement or partial refund. This is in addition to your right to cancel above.

Our responsibility to you

We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or not using reasonable care and skill. We don't exclude or limit our responsibility for death or personal injury caused by our negligence, or anything else the law doesn't allow us to limit.

Complaints

If you have a complaint, please contact us using the details at the top of this page and we'll do our best to put things right.

The law that applies

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.

Cancellation form

If you'd like to cancel a shop order, you can copy this into an email:

To Truly Locked In: I hereby give notice that I cancel my contract for the sale of the following goods: [items]. Ordered on [date] / received on [date]. Order reference: [reference]. Name: [your name]. Address: [your address]. Date: [today's date].