FAQ

FAQ

Does Fanola test on animals?
Fanola products are not tested on animals as required by EU law as these products are manufactured in Italy.

What is the shelf life of your products?
Minimum 12 months to 24 months depending on the product as advised on the packaging.  

Does Fanola provide grey coverage?
Yes, it does. Formulated carefully according the instructions, you will achieve grey coverage.

Can a permanent hair colour be applied over the top of a tone-on-tone hair colour? Can a tone-on-tone hair colour be applied over a permanent hair colour?
Fanola colours are hybrid colours. By changing the developer, you are able to achieve a permanent, demi or a semi-permanent colour.

How can I remove colour staining on my skin?
Yes. Use a bit of water around the hairline to emulsify the colour and this will help to lift the staining. Fanola also has a stain remover that will assist in colour stain removal.

If I already have a colour in my hair and I want to use a new lighter shade, will it work?
No, colour won’t lift colour.

Is it important to do the sensitivity test before trying Fanola colours?
Yes, it is. 48 hours prior to getting your colour done.

How do I know if I should use No Yellow or No Orange shampoo?
No Yellow’s violet pigment was designed to counteract yellow tones in blonde hair. If your hair has orange tinges, No Orange’s blue pigments counteract orange tones in dark blonde hair.

How do I request a refund?
If you would like a refund, please contact our team by emailing [email protected]

Please note that the buyer is responsible for return postage (unless otherwise agreed) and tracking is recommended as a refund can only be granted upon items being returned and received by our team. Fanola Official is not responsible for any loss or damage on returned items.

I have purchased the wrong product/changed my mind, can I return these to you?
We can offer an exchange for a purchase made within 5 days given that the item is unused or unopened. The item must be in its original packaging and in the same condition as when you purchased it. A receipt of purchase or invoice must be retained, otherwise we are unable to accept the item/s. Please note that some items may not be returned or exchanged if breaching health regulations. For further information regarding returns, pleas contact our team at [email protected]

I have received my order and some of my products have been damaged. What do I do?
Notify Fanola Official within 48 hours of receiving your products if your product has been delivered in a damaged condition. Please email us at [email protected] including images so we can pass on feedback to our dispatch team and couriers.

If the parcel has been heavily damaged, we recommend that you reject the parcel and have the courier return it to us immediately. Upon signing for the parcel, you are agreeing to accept the package in the condition it has been received. In this instance, we are not responsible for any compensation as you have signed for it in that condition.

How do I track my order?
Upon dispatch, you will receive an email notification with all your tracking details. This email will include details of your courier and tracking number. Any order queries can be made directly to our team at [email protected]

How long will my order take to arrive?
Delivery times are dependent on your location. Fanola Official will do our best to ensure that we dispatch your orders on the same day as the order is placed. Please note we do not dispatch orders on the weekend. Public holidays can also add a further delay to the times below:

UK Metro Areas – 2-4 business days
UK Rural/Country Areas – 3-5 business days

Has my order been sent?
Once your order is dispatched an email will be sent to you with tracking information so you can keep an eye on your order.

You should receive an email within 24 hours of placing your order. If you haven’t, then please contact our team by submitting an enquiry to [email protected].uk. Please ensure to include your sales order or invoice in your enquiry. Please note that orders will not be dispatched on weekends, so if you have placed an order on a Saturday or Sunday, it will not be dispatched until Monday.

What is the delivery cost?

Order value £0-£20 is £15

Order value £20-£50 is £5

Orders over £50 free delivery is offered

Where is my tracking number?
When your item has been consigned and dispatched, you will automatically receive an email with tracking information. Please check your email before you request a tracking number.

Alternatively, you can view your orders on your account. Simply log in and click “my orders” and you will have access to a tracking number from here.

If your tracking information hasn’t been received within 24 hours, please contact our team via email [email protected] quoting your sales order number on your inquiry.

Why is my delivery charge so expensive?
We strive to offer the best service to our customers and hence rely on reputable courier services that charge a slightly higher premium. If you have any queries regarding delivery charges, please contact our customer service team on 1300 FANOLA to further investigate.

I have placed my order but noticed I put an incorrect/wrong address. Can I change it?
We are proud to use DHL on demand express freight – this service allows you to alter delivery address, time of delivery and authorize the parcel to be left in a safe place if you are not home.

What if I am not home to receive my delivery?
We are proud to use DHL on demand express freight, if you are not home you can authorize the parcel to be left in a safe place or have DHL hold the delivery and redeliver at a more suitable time.

By authorising your parcel to be left without a signature, you are agreeing to accept full responsibility if the parcel goes missing or is damaged.

I have tracked my order but it hasn’t arrived even though it has passed the ETA, what do I do?
The ETA that is provided from our couriers is an estimated time only.

Delays may occur during public holidays or due to severe weather. If you have any concerns, you can email our team at [email protected] or contact the courier directly. This can be found via tracking.

Can I pick up my order up?
At this stage we do not have a pickup option available.

Am I able to place an order and have it delivered at a later date?
DHL have a vacation facility where the parcel can be held for up to 30 days at no charge. If you would like to take advantage of this option then please update your on demand delivery options once your parcel has been shipped.

Can’t find the answer you’re looking for?