Welcome to Goldwell Shop’s FAQ page! We’re here to help you with any questions about our products, shipping, returns, and more. Our goal is to provide a seamless, professional hair care experience from the comfort of your home. Below, you’ll find answers to common queries based on our menu and services. If you need further assistance, feel free to contact our support team.

Product Questions

What types of hair care products do you offer?
We specialize in professional-grade hair care solutions, including anti-frizz treatments, conditioners, hair growth products, curl enhancers, heat protectants, and styling tools like hair dryers and straighteners. Our menu covers everything from blonde hair care to colouring, ensuring you find the perfect product for your needs.
Are your products suitable for all hair types?
Yes! Our curated collection is designed for a variety of hair types, from curly to straight, and includes options for specific concerns like frizz control or hair growth. We offer products from trusted brands like Olaplex and BaByliss Pro to deliver professional results at home.
Do you have products for colour-treated hair?
Absolutely. Our “Colouring” category includes treatments and conditioners that help maintain vibrant, healthy colour. We recommend using heat protectants and specialised conditioners to extend the life of your colour.

Shipping & Delivery

What are your shipping options and costs?
We offer two shipping methods: Express Shipping via DHL or FedEx for $12.95, delivering in 10-15 business days after processing, and Free Standard Shipping via EMS for orders over $50, delivering in 15-25 business days. All orders take 1-2 business days to process before shipping.
Do you ship worldwide?
Yes, we provide global delivery to most regions, excluding select remote areas in Asia and other locations. Our logistics partners ensure safe and efficient delivery, so you can enjoy professional hair care no matter where you are.
How can I track my order?
For Express Shipping, you’ll receive real-time tracking updates via DHL or FedEx. For Free Standard Shipping, tracking may be available through EMS. Check your order confirmation email for details.
What if there are delays in delivery?
Delivery times may vary during holidays or due to unforeseen circumstances. We appreciate your patience and always strive to get your products to you as quickly as possible. If delays occur, we’ll notify you via email.

Returns & Refunds

What is your return policy?
We offer a straightforward 15-day return policy from the date you receive your order. If you’re not completely satisfied, you can return the product for a refund or exchange. Please ensure items are in original condition.
How do I initiate a return?
Contact our support team at [email protected] within 15 days of receipt. We’ll guide you through the simple process and provide a return address if needed.
Are there any items that cannot be returned?
For hygiene reasons, opened or used products may not be eligible for return unless defective. Electrical items are subject to inspection. Refer to our full policy for details.

Payment & Security

What payment methods do you accept?
We accept all major payment options, including Visa, MasterCard, JCB, and PayPal. Your transaction security is our top priority, so you can shop with confidence.
Is my payment information secure?
Yes, we use advanced encryption and security measures to protect your data. We never store sensitive payment details on our servers.

Account & Support

How can I contact customer service?
For any questions or issues, email us at [email protected]. Our team is dedicated to providing personalized support, just like a boutique beauty store.
Do you have a physical store?
Our primary operations are online, but our company is based at 1691 Linda Street, Philadelphia, US 19108. This allows us to focus on delivering a global, hassle-free shopping experience.

Thank you for choosing Goldwell Shop! We’re committed to helping you achieve beautiful hair days with our professional products and reliable services. If you have more questions, don’t hesitate to reach out—we’re here for you.

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