FAQs

Most of our stores open at 8am Monday-Friday with some stores offering shortened shopping hours on Sundays. Closing times vary from day to day and store to store so please check the full store opening hours.

Our dedicated customer service team is available Monday-Friday, 8am-4pm. You can contact them on 0114 284 2098 or via email at customerservice@adeldirect.co.uk. If you need assistance over the weekend, please send us an email and someone will get back to you as soon as they can after the weekend.

Adel Professional operates solely as a trade only wholesaler for hair and beauty professionals. We do not supply to the general public.

To register for an online account with us, simply complete the registration form in the 'Create an Account' section on the Login page, making sure to confirm that you are a qualified hair/beauty professional.

No, you do not need a trade card to shop with us online. If you wish to register for a trade card to use in store, please visit your local store with some photo ID and proof of qualification and the store team will set this up for you. 

Please note that in store and online accounts are treated separately - if you wish to shop using both methods, you will need to register for 2 separate accounts.

If you forget the password for your online account, please click the 'forgotten password?' link on the Login page. You'll need to enter your email address and a reset password link will be sent to the email address provided. If you are still experiencing problems, please contact customer service.

Once logged into your account, you can update and manage all of your personal details. Click the 'My Account' link at the top of the page and this will allow you to manage your password, addresses, personal details, and newsletter subscriptions.

You are able to cancel your order any time prior to dispatch for a full refund. If your order has already been dispatched, you will not be able to cancel your order and will need to follow the information on returning goods.

If your order has already been confirmed, we are unable to add items onto your existing order. Depending on capacity in our warehouse, you may be able to place a separate order for any outstanding items which can be shipped with your original order - a refund would be processed for any extra delivery charge to reflect this. If you need to add extra items, please contact customer service as soon as possible.

To qualify for free delivery, your order must total at least £60 before VAT. The delivery charge will be automatically deducted at checkout once your order meets this threshold.

Yes, all products sold on our website are subject to VAT. If you are viewing products exclusive of VAT, please be aware that the total VAT amount will be added at checkout.

Multibuy promotions on our website require you to add the maximum threshold of products to your basket in order for the offer to apply. For example, to qualify for a Buy 1 Get 1 Free promotion, you will need to add 2 items to your basket and the price of the cheapest item will be deducted from your order subtotal before checkout.

Details on how to ensure you qualify for the promotion will normally be displayed on the product page and basket page. If you require any further support, please contact customer service.

Certain stocked items are restricted, meaning we are only able to ship to selected addresses. For example, you may be unable to order products from the A.S.P Affinage Salon Professional range due to territory restrictions imposed by the supplier. If you are unable to proceed to checkout with A.S.P products in your basket, then unfortunately we are unable to ship to your address.

You can find more information in the 'delivery restrictions' section on our Delivery & Returns page.

Our standard carriage charge for delivery to UK Mainland postcodes is £5.95 ex. VAT. Delivery is free for orders totalling £60 ex. VAT or more (UK Mainland only). The carriage charge for UK Offshore, Northern Ireland and Rural/Northern Scottish destinations is £17.50 ex. VAT (free for orders over £200 ex. VAT).

We aim to dispatch goods within 24 hours of receiving your order where all items are in stock (excluding weekends and Bank Holidays). We work towards a next working day delivery timeframe for all orders placed before 4pm, Monday-Friday going to UK Mainland addresses. Delivery to UK Offshore, Northern Ireland, and Rural/Northern Scottish destinations may take slightly longer to reach you.

Please note that 'working days' are defined as Monday-Friday. If your order is dispatched on a Friday, this will be due for delivery the following Monday.

Furniture and special order items have a longer delivery timeframe. An estimate will be calculated at checkout.

Yes, once your order has been collected from our warehouse, our DPD courier will update you via the contact details provided regarding the delivery of your parcel. On the day of delivery, DPD will provide you with your 1 hour delivery slot.

If you're not going to be in to sign for your parcel, you can provide DPD with further delivery information such as leave in a safe place, deliver to a neighbour, or collect from a Pickup Shop.

If you are not in to sign for your delivery, the courier will leave a calling card and/or send a notification explaining the next steps. Normally, the courier will attempt delivery again on the next working day. If you are worried about missing your delivery, we would recommend providing the courier with further delivery information as above.

If DPD are unable to deliver on more than 2 occasions, please note that your parcel may be returned to us and a refund for the goods, minus the carriage charge, will be issued.

We take great care to ensure all items are shipped correctly; however, if you do receive an incorrect, damaged or missing item, please contact customer service as soon as you can so the team can rectify this for you as soon as possible.

If you wish to return any part of your order, please contact customer service to let us know, including the reason for your return. You can then package up your unwanted items and send these back to us for a refund. Please ensure a copy of your invoice is included so that we can process your return as quickly as possible. You can find the returns address on our Delivery & Returns page.

We aim to process returns as quickly as possible; however, we ask that you please allow up to 5 working days from receipt of your return for your refund to be processed. Once processed, refunds can take up to 5 working days to clear. Please note that the carriage charge will not be refunded for items returned as unwanted, unsuitable, or ordered in error.

Refunds can take up to 5 working days to clear from the date they were processed. If you have not received the funds after this time, please contact customer service.

Yes, we have plenty of courses geared towards students who are completely new to the industry. Some of our courses do require previous qualifications, but any entry requirements are listed on the course details page. If you need any further guidance, please contact customer service.

All of our Training Academies are located in-branch. You can find details for all of our store locations here.

Yes, if you book your course place online or in store you will receive a confirmation email within 24 hours confirming the course, date, location, and any additional information.

Yes, you will receive a certificate with every course completed with us. All training courses are fully accredited by providers including Habia, ABT, Professional Beauty Direct and The Guild of Beauty Therapists - exact course accreditations are listed on the course details pages and will be printed on your certificate.

Certain workshops aren't fully-accredited courses, but you will still receive a certificate of completion.

Yes, once you have received your accredited certificate, you will be able to obtain insurance through your chosen provider.

If you can longer attend your course, please contact your training venue as soon as possible. We ask that you please cancel your place no less than 2 weeks before the training date in order to qualify for a refund. If you cancel any closer to your course, you may not be eligible for a refund.

If you misplace your certificate, you are able to apply for a replacement by contacting your original training venue. Please note that a charge may be applied.