Delivery and Returns Policy

Last updated: November 2025

Welcome to Escape Hair Strensall. This policy outlines our approach to delivery, collection, and returns for products purchased through our website or in-store.
We aim to make every order smooth, transparent, and fair for our customers.

1. Delivery Information

1.1 Delivery Areas

We currently deliver across the United Kingdom.

1.2 Delivery Times

  • Orders are processed Monday to Friday, excluding public holidays.

  • Standard delivery typically takes 3–5 working days from the date of dispatch.

  • You will receive an email confirmation once your order has been shipped.

1.3 Delivery Costs

  • Standard Delivery: £3.95 for a tracked Royal Mail Small Parcel & £5.95, for a Royal Mail Medium Parcel.

  • Local Collection: Free from our salon at
    Escape Hair Strensall, 26 The Village, Strensall, York YO32 5XR.

Please ensure your delivery details are correct at checkout — we cannot be held responsible for delays or lost parcels due to incorrect addresses.

2. Click & Collect

We offer free Click & Collect from our Strensall salon.
You’ll receive an email when your order is ready for collection (usually within 1–2 working days).
Please bring your order confirmation and photo ID when collecting.

3. Returns and Exchanges

3.1 Eligibility

We want you to love your purchase. If you are not satisfied, you can return most unopened and unused products within 14 days of receipt for a refund or exchange.

To be eligible for a return:

  • The item must be unused, unopened, and in its original packaging.

  • Proof of purchase (receipt or order confirmation) must be provided.

  • Hairbrushes, combs, hair accessories, and opened haircare products cannot be returned for hygiene reasons unless faulty.

3.2 How to Return

Please email escapehairstrensall@gmail.com with:

  1. Your order number

  2. The item(s) you wish to return

  3. The reason for the return

We’ll confirm the return address and provide next steps.

3.3 Return Postage

  • Customers are responsible for the cost of return postage, unless the item is faulty or incorrect.

  • We recommend using a tracked postal service as we can’t be held responsible for items lost in transit.

3.4 Refunds

  • Refunds will be processed within 5–7 working days of receiving your returned item.

  • Funds will be credited back to your original payment method.

  • You’ll receive an email confirmation once your refund has been issued.

4. Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 7 days of delivery at escapehairstrensall@gmail.com, including:

  • Your order number

  • A photo of the issue

We will offer a replacement or full refund, including return postage if required.

5. Contact Us

If you have any questions about your order, delivery, or returns, please contact us:

Escape Hair Strensall
26 The Village, Strensall, York YO32 5XR


escapehairstrensall@gmail.com


01904 491473
Tuesday–Saturday during salon opening hours

Summary

We’re a small local business that cares deeply about customer satisfaction.
If something isn’t right, please reach out — we’ll always do our best to help.