Online Boutique FAQ’s

Orders

How will I know that my order was received & processed?

We’ll send an automatic e-mail confirming that your order has been received and is in queue to be processed. Please check your junk folder in case it has been allocated there. If you haven’t heard from us, please e-mail orders@loyalhairtherapy.ca

How can I review my orders?

After setting up a user profile in the online boutique you can log in and review all past orders.

How can I track my order?

We know it is exciting to see your favourite products making their way to you. When we ship with a courier like Canada Post, we will provide a tracking code on shipment confirmation, which will be emailed to you. If we are personally delivering it, we don’t have tracking devices on our team (yet).

Why can’t I find the product I want to purchase?

Feel free to reach out and we will do our best to find it for you, or recommend an alternative product to meet your needs:

orders@loyalhairtherapy.ca

Products

I’ve seen professional products in the drugstore or other online retailers - are they the same?

Products you find at varying retailers that are not professional salons is diverted product. Diverted products are not backed by a manufacturer guarantee and run the risk of having diluted formula, or old, expired product that may not be safe to use. Purchasing from other retailers other than our store or a professionally affiliated haircare website there is potential for you to receive contaminated or counterfeit products that can cause irritation or even infection.

What happens if my tool or product doesn’t function properly?

Tools:

Be sure to leave your warning sticker attached to your hot tool cord or else the warranty will be void. We have a great relationship with our suppliers and will replace it for you if it stops working within one year, please note the manufacturer will need to confirm there is a defect. Regular maintenance like cleaning your blowdryer filter and wiping hot tools aide in a happy long life of your tools.

Products:

If your product stops physically functioning appropriately we will be happy to exchange it for you. Note, Hairsprays sometimes need the nozzle run under hot water if it becomes clogged with product.

Pricing

What if I find the same product for a lower price on another site?

First of all, we want to thank you for supporting a small, local, and Canadian company. We aim to offer competitive prices and incentives to our loyal guests but if you do find a better deal, reach out! We’ll always aim to support you: orders@loyalhairtherapy.ca

Price Promise

Your support allows small Canadian businesses to flourish - thank you! We strive to offer you amazing tools and products at competitive pricing however, sometimes you can find a deal out there. If you discover a regular priced product on a professional Canadian website that is not an affiliate site (amazon, ebay, etc.) we will offer a price match.

All we ask:

  - Document the lower price with a screen shot or a picture of the product
  - Send the photo to orders@loyalhairtherapy.ca with your order number

We will commit to getting back to you within 48 hours with either an online credit for future purchases or a refund of the difference in price. Please note, this decision is at our sole discretion.

Shipping & Returns

What’s the benefit of an in-store or curb side pick up?

Skip the hassle of waiting in store! If you’re local and want an express shopping experience you can do everything online, including payment, and our team will have it ready when you swing by. 

Shipping and Delivery

During the COVID-19 healthcare crisis our team is working diligently to personally deliver your products if you live within Kelowna, West Kelowna, or Lake Country at no cost to you.

Canada Post is our preferred delivery partner to meet all shipping and logistic needs across Canada. Canada Post will deliver your package to the address of your choosing on your order. If you do not have a representative available at the chosen address, your package will be held at the post office for pick up. If the parcel is undeliverable or not picked up within the allotted Canada Post time frame, it will be sent back to Loyal Hair with the option of re-shipping (for an additional fee) or refund, less a 20% processing fee.

If Canada Post is unavailable, we will utilize UPS or FedEx following the same conditions as above although additional fees may be incurred.

International orders

We aim to offer timely service with competitive pricing, and as a Canadian business, we offer shipping across the nation of Canada. If you live outside the country and would love to support us, reach out and we will do our best to accommodate your requests: orders@loyalhairtherapy.ca

Please note you will need to enter a Canadian address and credit card to make a purchase from our online boutique.

What is your exchange and return policy?

We aim to meet and exceed your expectations and satisfaction with the products we endorse and recommend. If you aren’t happy, please contact orders@loyalhairtherapy.ca

and our team of experts will assist in finding a solution to your beauty needs. As a small business, we offer exchange or credit within 14 days of receiving your products. Should your items be received damaged or broken we will gladly replace them for you. Please note, all sale items and seasonal offerings (ie. holiday promotions) are final. All exchanges can be returned to:

104-1290 St Paul Street,

Kelowna, BC, V1Y 2C9