Questions And Answers

FAQs

Does the shampoo really lather?

Absolutely it does!  Simply give it a rub in your hands the first few times you use it to start the process.. after that it will lather easily with some water whether you chose to lather in your hands or straight onto your head.

How do I use the shampoo bar?

Rub shampoo bar over the hair a few times to lather up then pop the bar to a side and gently massage hair and scalp as you would with a liquid shampoo rinse and repeat if required.

How do I apply the conditioner bar?

After shampooing remove excess water from hair and glide conditioner bar down the hair – mainly mid lengths to ends. Leave to soak in the hair for 2 to 4 mins and work through. Fully rinse.

How often should I use it?

As often as you would use your usual shampoo and conditioner. 

Do your products contain sulphates?

No – they do not contain sulphates!  Our shampoos contain SLSa (Sodium Lauryl Sulfoacetate) which should not be confused with the similar sounding SLS and SLES (a vast amount of further information about the differences of these products can be found online).  SLSa is a sulfonate and is not a sulfate! …. and here’s the science bit…The chemical structure for SLSa is C14H27NaO5S and for SLS (for example) it is NaC12H25SO4.  The SO4 in the SLS is the Sulfate and SLSa does not have one.

Do your products contain Palm Oil?

Some of our ingredients in some of our products are derived from palm oil.  We are constantly checking with suppliers that any ingredient that contains palm oil is sustainably sourced and/or are manufactured by a member of the Round Table on Sustainable Palm Oil (https://rspo.org/about).  In addition we are persistently researching and testing other ingredients to replace those which contain palm oil whilst also ensuring we provide the same high quality product.

Can I use more than one discount code?

Only one code is permitted per order and must be entered correctly (case sensitive) in the discount code box provided at checkout. When entered correctly the Discount Code will generate the reduction in your basket.

We regret we cannot process codes retrospectively after the order has been placed.

What if I’ve put in the incorrect address details?

Please ensure your address is completed correctly and a valid phone number is provided when ordering. We do not take responsibility for a lost or undelivered item if the address is incorrect. A new delivery will not be despatched until the original order is delivered back to us.

If your order is returned to us the cost of redelivery must be paid before it is despatched again.

Can I pay only pay in GBP (Pounds)?

Please note purchasing currency is GBP.

All prices are inclusive of VAT at the current rates and are correct at the time of entering information.

What if a product is unavailable?

Unfortunately, from time to time stock may not be available.  It will usually state on the website unless we have received a significantly large order and there’s been a delay in updating the online stock level.  In this case you will be contacted directly via the contact details on your order.

How long will my order take to reach me?

Orders are sent Monday to Saturday excluding bank holidays.

Please note that Royal Mail do not consider Sunday in their delivery timelines  so next day delivery sent on a Saturday would be Tuesday.

Currently all orders are sent via royal mail and delivery timings are:

  • • Standard Delivery – 2-4 days
  • • 1st Class Delivery – 1 day aim
  • • Special Delivery guaranteed by 1pm next day 

Is your packaging ethical?

Packaging is FSC certified, recyclable and biodegradable. Where possible we source in the UK minimising our carbon footprint.

What if my order doesn’t arrive?

Hopefully this is unlikely to happen but if your order does not arrive please do contact us at info@doloresandrose.co.uk.  Please be aware that the Royal Mail have different criteria for claiming an item is “lost” depending on which postal service you requested.  Details on eligibility below:

Service Your item is considered lost and you may be eligible to claim…
1st Class (incl Signed For) 10 working days after the due date
2nd Class (incl Signed For) 10 working days after the due date
Royal Mail Special Delivery Guaranteed® by 1pm 5 working days after the due date and time

Please note that “free delivery” will be 2nd Class postage unless otherwise stated.

What if the products arrive damaged?

We are happy to offer a replacement on goods damaged in transit or sent in error. Please contact info@doloresandrose.co.uk. An exchange or refund is available for unopened, unused goods that are no longer required if returned with-in 14 days.

We will refund return shipping costs once goods have been received.  We suggest using a recorded service to ensure safe return of the items. Please enclose proof of postage in the return package and retain a proof of postage yourself.

What if I have changed my mind?

Under the ‘Sales of Goods Law’ we are not obliged to accept returns simply if you have changed your mind or no longer want the goods.  However we do understand that mistakes happen and therefore if you would like to return the products please contact us asap at info@doloresandrose.co.uk.  

The products must be returned to us unopened and unused with-in 14 days.  Unwanted items will be returned at the cost of the buyer.  We suggest using a recorded service to ensure safe return of the items.  Once the products have been received and checked we will contact you about a refund.

If you require a replacement we will endeavour to swap the unopened, unused item for the one you require. This is at our discretion.