FAQS - Frequently Asked Questions
Details on when orders are picked after being placed. Delivery terms and exclusions.
Faulty goods. Wrong item. Cancel. Return Policy.
Stance on online retailers.
Our view on supporting local and independent professional salons that stock and use Keune products.
We do not take orders for Keune products over the telephone but you can call to check the status of your order on 0333 1234 411 and pressing option 4
Check that you have received an email confirming the dispatch of your order. If you do not have a dispatch email then please check your order confirmation and make a note of the order date and the estimated date of delivery shown for the order. If the order date is more than 6 days in the past please contact us by email on whatwill@emailaddressbe
If you are nothing other than 100% satisfied with the condition of the items in your order, please complete the returns & refunds form.
You can’t not use paypal but you will be charged for a free transaction fee
Shopping online at Keune Hair is easy – simply follow the steps below and wait for your products to arrive….
FIND THE ITEMS YOU WISH TO BUY
To find an item you are looking for, either select the category where it is most likely to appear from the top navigation menu or type the name of the item you are looking for into the search box at the top of the page and click ‘SEARCH’. You will be presented with a list of suitable products and you can then narrow your search even further by selecting brands, price brackets, the size or colours you are interested in.
ADD THE ITEMS TO YOUR SHOPPING BAG
When you are on the product page, you will need to select the size and quantity of the item that you want (1 is the default quantity) before clicking ‘ADD TO BAG’.
If the product page advertises a group of related products (e.g. dinnerware or bed linen), please select the quantity you would like from each item in the group before clicking ‘ADD TO BAG’.
REVIEW YOUR SHOPPING BAG
To access your Shopping Bag, hover over ‘MY BAG’ on the top right hand side of your screen. Here you can review the items you have added and remove items if you choose. Please check you have selected the correct quantities at this stage.Then click ‘SECURE CHECKOUT’ to proceed.
ENTER YOUR PROMOTIONAL CODE
At various times, we may offer seasonal or promotional discounts on our products. If you have a promotional code, you can enter it now. Click the ‘promotional code’ link to reveal the field to enter your code.
The promotional code is case sensitive and should be entered directly as shown on the promotion.
Please note that terms and conditions apply to all of our promotions and sales, for example, there are frequently a few brands or departments that are excluded from our promotions, all promotions are subject to stock availability and promotional codes can no longer be honoured after their ‘End Date’.
CONTINUE TO CHECKOUT
When you are happy with the contents of your basket, click ‘CHECKOUT SECURELY’. This will take you to the first step in our secure Checkout process.
ENTER YOUR EMAIL ADDRESS, SIGN IN OR CONTINUE
Enter your email address and click ‘CONTINUE’.We will send delivery confirmation and updates to this address.
You will then be asked to enter your password if you have one.
If you have an account you will be required to sign in. If this is your first time shopping at House of Fraser and you do not have an account, select ‘no’ and continue (you will be able to create an account later).
CHOOSE YOUR DELIVERY PREFERENCES
You will be prompted to choose:
• Your delivery destination – UK, Ireland or International
ENTER YOUR DELIVERY ADDRESS OR CHOOSE A SAVED ADDRESS
This is the address we will deliver your order to and does not have to be the same as your billing address – you will need to select your billing address later. If you have an account, we will store delivery addresses you have used previously to save you having to enter frequently used delivery addresses again the next time you visit.
SELECT A DELIVERY OPTION
You will be shown the delivery options that are available for the products and delivery address you have chosen. Choose one – this will update the total price on the right if applicable. When you are happy, click ‘CONTINUE TO PAYMENT.’
CHOOSE A PAYMENT METHOD
You will be given the option to enter your credit or debit card details, pay via PayPal or pay with a House of Fraser Gift Card or Gift Voucher. We accept all major credit and debit cards including: MasterCard, Visa, Maestro, AMEX .
Your card will not be charged until you confirm your order. If you have an account, we will store your card details so that you can checkout more quickly and easily next time you visit.
ENTER A BILLING ADDRESS OR CHOOSE A SAVED ADDRESS
This must be the address where your payment card is registered. If you have an account, we will store billing addresses you have used in the past to save you having to enter frequently used billing addresses again the next time you visit.
REVIEW AND CONFIRM YOUR ORDER
You will be presented with a summary of your order, including the total price, and the delivery option and address you have selected. Please double check all the details, then ‘CONFIRM YOUR ORDER’. We will not charge your credit/debit card until you have confirmed your order.
CREATE AN ACCOUNT
You do not need to create an account before you order but will be given the option to do so now your order is complete.
Opening an account makes shopping with us even easier. You can access your basket and saved items across different devices. You can also save your delivery preferences and payment details.
You will find the tracking number for your parcel on the despatch email sent to you by the courier company due to deliver it. You can use this number to track your parcel directly with the courier.
Alternatively, if you have created an account, you will be able to check the status of your order in the ‘MY ORDERS’ section.
If you have any queries, please contact our customer services team here