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FAQ

What if some products arrive damaged and I need replacements?

You must complete the online Return Authorization Form. Please note that the reason for return was due to damaged goods.

Can I express ship my order?

Express shipping is not available.

How do I make changes to my order?

We are sorry but once you've placed your order we cannot make any changes to it.

How do I unsubscribe

If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Contact Preferences' option to make this change.

Are my personal details safe if I create an account?

You can rest assured that shopping with Kao is safe. We’re fully compliant with the data protection act so we care about keeping your details secure. For further information, please visit our Privacy Policy page

What is Kao Salon Partner?

Kao Salon Partner is a customer service portal offering you everything you need in one place from online ordering to marketing & education support to make your life easier and to support you in your day to day business.

Who can register for the Kao Salon Partner?

Only Salons can register to Kao Salon Partner as we only disctribute professional haircare products to Salons. If you are already a Kao customer with an existing customer number you can register and start to explore what Kao Salon offers.

What about my current terms & conditions?

Your terms & conditions remain the same for the online shop

How will I know my goods have been dispatched?

As soon as we've dispatched your order, you'll receive an email from us confirming the details of your purchase and the delivery method you've chosen. We'll point you in the right direction of tracking the progress of your delivery too.

How will my order be dispatched?

From Monday – Friday orders made before 10am will be dispatched the same day with expected delivery on the next working day. Order made after 10am cut-off will be dispatched the next working day for expected delivery the day after. Order made on Friday before 10am will be dispatched the same day with expected delivery on the following Monday, orders made on Friday after 10am will be dispatched on the following Monday with expected delivery on Tuesday.

How can I track my order?

We'll email tracking details of your order to you along with your dispatch confirmation. You can also find these details by logging into your account and viewing your order history.

What if I no longer require the order?

Have a look at our online returns policy to find out more.

What happens if my order arrives damaged?

No need to worry -

What happens if my goods arrive late?

If your order doesn't arrive by the intended date because of a dispatch glitch or with the courier, please give our Customer Helpline team a call free on +44 (0) 808 1781188, who are by the phones 8am-8pm (UK Time) Monday to Friday and 10am-4pm (UK Time) Saturday, or email customerservice@moltonbrown.com. Our team will be more than happy to partially/fully credit your delivery costs as long as the fault is a service failure on our part. We're not liable to credit delivery costs in circumstances out of our control (even we can't predict the highly changeable British weather!) If the courier has tried to deliver your parcel but for whatever reason, no one is at home to sign for it, we won't see this as a late delivery and goodwill credit will be given.

Where is my order?

Your account will show any previous orders you've placed via the Kao Salon Partner webshop and their respective status. If you can’t find the information that you need, click on 'Message' within your account to contact our Customer Service team o r your Sales Consultant.

Can you ship all your products to all countries?

We can't deliver the below products because of customs restrictions within certain countries where they are seen as hazardous because of their alcohol content:

  • Room sprays
  • Deodorants/body sprays
Here's a list of the destinations we can send these items:
  • Andorra
  • Austria
  • Belgium
  • Canada
  • Czech Republic
....

Can I split my order onto multiple credit cards?

Yes! You may use multiple credit cards to complete your purchase.

How do I order samples?

Ordering samples on ohc-pro is coming soon. In the interim, please advise your Account Consultant of your needs and they will be sure to accommodate.

Can I pay by check?

Ordering samples on ohc-pro is coming soon. In the interim, please advise your Account Consultant of your needs and they will be sure to accommodate.

How do you calculate shipping rates?

Checks are not a valid form of payment for Kao Salon Partner purchases. Please feel free to discuss further options with your Account Consultant.

Can I express ship my order?

Shipping is based on total amount of products ordered.

Can I access this website from a mobile device?

We encourage regular replenishment based on your in-salon retail sales. Every purchase on ohc-pro helps boost your tier level.

How do I receive backbar pumps?

Yes.Kao Salon Partner is optimized for mobile devices using your standard internet browser.

How can I see my credits and how do I redeem them?

Backbar liters are shipped with re-usable pumps. If additional pumps are needed, please contact your Account Consultant.

How do I change my account details?

It's easy to make changes to your details, whether it's your payment information, password or address book.Log-in to your account and choose the section you want to change. Click on the little pencil to enter the changes to a contact form. Customer Services will receive the form and adapt the changes in your customer master data.

I have forgotten my password. What should I do?

It's easy to make changes to your details, whether it's your payment information, password or address book.Log-in to your account and choose the section you want to change. Click on the little pencil to enter the changes to a contact form. Customer Services will receive the form and adapt the changes in your customer master data.

The item I ordered is out of stock. Why is it on the website?

All items ordered with Kao Salon Partner depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we'll always aim to let you know if an item is out of stock. Now and again there can be an unexpected delay, if so we'll get in touch to let you know.

How do I place an order?

It's easy to place an order with us. Log-in to your account to begin browsing our range. Once you've found the product you want, you'll need to click the little shopping cart icon. You can either carry on shopping or click on shopping cart item to the top right if you've got everything you need

Can I make changes to my basket?

Yes, click on the shopping cart icon at the top of the page and you'll be able to see the item(s) you have in there so far. Use the + button to stock-up on your favourite items, or the – button if you've selected too many. If you want to remove an item completely then click the x button.

Can I place an order over the phone?

Our Customer Service team is always on hand to provide support and guidance. See our contact page to get in touch with them now. LINK CONTACTNUMBER EMAIL

Can I place an order to a different address?

Unfortuanely no customer is allowed to place an order to a different address.

What is the status of my order?

Your account makes it easy to keep track of all your orders. Once you've logged in you'll see each individual order and order status that you've placed with us in the my account section / my orders

Where is my order?

Your account will show any previous orders you've placed via the Kao Salon Partner webshop and their respective status. If you can’t find the information that you need, click on 'Message' within your account to contact our Customer Service team o r your Sales Consultant.

How do I cancel my order?

We're sorry to hear you want to cancel. Please get in touch with our Customer Service team through your account to see if they can help. We’ll send you an email to let you know if the cancellation worked. If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay. You can visit our Returns Policy to help you get the order back to us instead.

What do I do if I have ordered the wrong item?

Don't worry we understand that this can happen. If you can't cancel then you can send the item back to us. It's best to refer to our Returns Policy to find out how. If you still need help, then you can send our Customer Service team a message while you’re in your account.

What do I do if my product is damaged?

We're really sorry that happened as we aim to provide high quality items to all of our customers.So that we can look into this for you, please contact us to tell us more.To speed the process up, it'd really help if you could find the information below before contacting us, don’t worry if you can't though, we can help once you get in touch.

  1. Order Number
  2. Product Name
  3. Details of the fault
  4. Images that support the fault,
if applicable As soon as we've looked into the fault we'll let you know what we plan to do next by sending you an email.

How can I pay for my order?

We offer a variety of online payment methods to ensure our customers can place orders with ease.

  1. Visa
  2. Mastercard
  3. Discover Card
  4. American Express
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer. We do this to ensure that our customers are safe while they shop.

How do I use a voucher code?

Once you've found all the items that you want then click 'My Basket', you'll see a box located below your list of items which says 'Got a discount code? Enter it here'. Add your discount code into this box and click 'Add' to apply the discount. If the code doesn’t work then you'll need to check that you're not trying to use more than one offer and none of the items are on our exclusions list. If you have any problems entering the code then you can contact our Customer Service team through your account.

Why is my voucher code not working?

We're sorry to hear your code isn't working, you'll need to check that you're not trying to use more than one code per order and that your item isn't excluded.You can refer to our exclusions list to check. If the code isn't being affected by one of the issues above then please contact our Customer Service team through your account.

What do I do if I have not received my order?

We send you an email as soon as your order is on the way, so that you can find out when it will arrive. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is. Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot. Our Delivery Information page can give you more information and timescales. If you do need to report your order as lost then please contact our Customer Service through your account.

What is your returns policy?

Please refer to our returns policy page for more information. If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them through your account.

How do I return an item?

We try not to make things complicated for you, log-into your account to contact our Customer Service team and they'll do the rest. You'll need to tell them the reason for the return so they can choose the best option for you. Please refer to our returns policy page for more information.

What happens once my item is returned?

As soon as we receive your order we'll review the reason for return and let you know what we plan to do next. You should receive an email to notify you of any action taken.

When will I receive my refund?

Your refund should be returned to your account within 5 working days and we'll send you an email to let you know it's on its way. If you don't receive your refund and it's been 10 working days since you received our email, then you'll need to contact our Customer Service team through your account.

Why am I having problems accessing the checkout?

If you're having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away so we can fix this for you.

What is your Privacy Policy?

Please refer to our Privacy Policy page. LINK PRIVACY POLICY

Do you test on animals?

No animal testing is used during the development of KMS products and KMS does not commission any animal testing on finished products.