FAQ

 

How do I place my order?

To place an order with us, just simply choose the products you want to purchase, create an user account with all the information for the delivery. You can choose any of our payment options and confirm your order.

By phone at 902 002 950.

By e-mail at info@uphairs.com

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What happens after I have placed my order?

After you have placed your order, depending on the payment option that you chose (cash on delivery, PAYPAL, credit card or bank transfer), your order may take between 24 to 48 hours to be processed.

* Note: Orders paid by bank transfer will not be delivered until funds have been deposited in our bank account.

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What forms of payment does UpHairs.com take?

We take the following forms of payments:

- Cash on delivery (COD).

- Bank Transfer.

- PAYPAL.

- Credit Card (Visa and Master Card).

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How long does it take to get my order?

If you address is within the coast, your order will be delivered between 24 and 48 hours. (Orders are shipped by Nacex).

If your shipping address is in: Ceuta, Melilla, Canary Islands or Baleares, your order will be delivered between 3 to 5 days (Orders are shipped by Correos).

NOTE: Shipping companies deliver only on business days. Orders will not be delivered on weekends or holidays.

If your order does not arrived on the date it was expected or if there is a problem, please contact us immediately.

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Where are the products shipped from?

All our products are shipped from our facility in Malaga (Spain).

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Do you ship worldwide?

We only ship to those countries that appear on the list when you create your user account:

Andorra, Austria, Belgium, Bulgaria, Cyprus, Denmark, Spain, Finland, France, Germany, Gibraltar, Greece, Ireland, Israel, Italy, Japan, Latvia, Liechtenstein, Luxemburg, Malta, Monaco, Holland, Norway, Poland, Portugal, Romania, Slovakia, Sweden, Switzerland, Turkey, United Kingdom.

If you do not find your country on the list, please contact us to see if we can ship to the country you wish.

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Is it possible to change my shipping address?

You can change your shipping address any time you want; just log into your account and edit your information or add a new address.

* Note: If you order has been already shipped and you would like to change your delivery address, there would be a fee of 5, 00 euros for this change.

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Are your online credit card payments secured?

All our orders are processed under a completely secure system, therefore, you should have peace of mind that your personal information is handled with the best security as possible.

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How do you use my private information?

We want to emphasize that your personal information is kept pursuant to the regulations established by the Law of Information Society and Electronic Commerce Services, (Law 34/2002, dated July 11) (Ley de Servicios de la Sociedad de la Información y de Comercio Electrónico )and are registered with the Spanish Agency of Data Protection "admin_fix", registration code Nº 2111652632, where we guarantee the confidentiality of your information under all security measures.

To offer a better service, Uphairs.com is obligated to provide certain information of their clients (name, address, phone number, etc.) to other companies that provided other services, such as transportation, bank services, etc.). In any case, the information that we provide is strictly necessary to finalize a business transaction.

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What is your cancellation policy?

The client might cancel his/her order before it has been shipped or delivered under the following conditions:

1. Cancellation of orders that have not been shipped:

In order to cancel an order that has not been shipped, the client must send his/her request to the following email address info@uphairs.com, providing us with the account’s name, and order number.

If the order was prepaid, we will refund the payment in the same form it was paid initially.

2. Cancellation of orders that have not been delivered:

If the order has been already shipped and the client does not want it anymore, he has to inform the delivery company his desire to cancel the order.

If the order was prepaid, the client shall send an email to info@uphairs.com, providing with the account’s name and order number. Once the order is received into our facilities, we will process the refund in the form it was paid initially.

3. If you had already paid and received the order and do not wish to keep the product, you have 7 business days to return the products without being a subject to a processing fee. You will only need to pay for the return shipping charges. The rest of the payment will be fully refunded.

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I have trouble placing my order, what can I do?

If you experience some inconvenient when placing your order online, please contact our Customer Service Department at 902 002 950 or email us at info@uphairs.com .

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I have a question and I don’t find the answer on the list, what can I do?

If you have any other question, please contact our Customer Service Department at 902 002 950 o email us at info@uphairs.com

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Can you refund my payment if I’m not satisfied?

Our products from Uphairs.com have a two-year guarantee from the day the product is delivered. In cases where the product is not new, there is a one-year guarantee. You will be able to find this information on the product description of our website www.uphairs.com.

We do not valid the guarantee under the following circumstances:

When products have been used or manipulated inadequately and negligently or do not comply with the characteristics provided by the client.

When products have been damaged or assembled using an inappropriate pressure or have been wrongly installed.

When the dissatisfaction is related to the normal usage of the product.

If any o some information on the label or sales receipt has been altered, modified or substituted.

If serial number or product identification number has been altered.

If product has been repaired without informing our Technical Department or Uphairs.com .

If the guarantee period has already expired.

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How do you apply Toppek Hair Fattener and what is it for?

This is a hair fattener lotion that helps thin hair giving a thicker and shining appearance.

It contains a pure concentration of keratin.

Use the product after you have washed your hair. Apply small amount on your scalp, from the roots to the end, comb and dry as usual.

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What is Toppik?

This product contains natural microfibers. It covers the bold areas and thin hair. Is not harmful. It can be used in combination with Minoxidil. Always apply 45 minutes after any treatment, and then you can use hair spray. You can either use your regular hair spray or Toppek Spray Fiberhold.

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I have a beauty salon, do I get any discount?

In this case, please contact our Customer Service Department at 902 002 950 or email us at distribuidores@uphairs.com.

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Gas products

According to the new regulations for shipments using private companies, we are not able to send Rogaine or Fullmore via express mail.

We can send these products via urgent certified mail and will arrive in 3 to 5 business days.

The shipping charges will be the same as express mail due to the fact that gas products are considered special products.

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