Frequently Asked Questions

Should you be unable to locate the information you seek, kindly reach out to us by phone at (08) 9247 8600 between Monday-Friday 8:30am and 4:30pm. We are more than happy to assist you. Alternatively, you can send us a message through the Contact page, and we will promptly respond to your inquiry. 

My Account

We are a wholesale supplier and only sell to qualified hair and beauty professionals in Western Australia. If you believe you hold the relevant qualifications, own/manage a salon or you’re currently training to become a certified professional please click on ‘Register’ at the top of the page and fill in application form to become a customer. You only need to register and pay the fee once. If you already have an account, please ‘Login for Prices’ using your ID. If you’ve forgotten your password, follow the prompts.

To login for the first time, please enter your account email address and click “Forgot/Reset Password”. You will then receive a temporary password.

Alternatively, if you have an account with Hair Mart but are unsure of your account email address or are having troubles logging in, please email [email protected] with your ID number, Name, Contact phone number and your preferred email address for business.

We love the hair and beauty industry and before we allow any customer to shop with us we ensure they’re a qualified professional. It takes a fair effort to maintain this integrity, and the registration fee allows us to make all the checks necessary and it also part covers the cost of producing your ID card, we cover the other part! Once confirmed as a professional, a personalised ID card with your photo is then printed and posted to successful applicants. You’ll make your money back in no time once you’ve got access to our wholesale prices! In fact, our ID system is so highly regarded that other suppliers even accept our card as proof of qualification!

Any card that needs replacement, regardless of the circumstances, will incur a $7.50 re-issue fee. This is to cover the cost of producing the card and postage. Please do notify us of any stolen cards – we can make sure we put a note against your account to stop anyone else from using your ID.

Once logged into your account, click the ‘Account Details’ tab and you are able to update your details and contact information, then press ‘Save Changes’.

If you are already registered with the new website, simply click on ‘Login for Prices’ enter your account email address, then click ‘Forgot/Reset password’. A temporary password will be emailed to you immediately.

If you are a Hair Mart customer, but you’re unsure of your account email, please email [email protected] with your ID number, Name, Contact phone number and your preferred email address for business. We will respond as soon as possible.

  1. Login to your account.
  2. Click on ‘Account’.
  3. Click on the ‘Transactions’ box.

You can then filter the results, as below or select a specific date range:

By clicking on ‘Download PDF’ you will be able to download your transaction history but but clicking on ‘Download’ on the invoice line in the table, it will bring up details of that transaction.

Your Orders

  1. Login to your account via the ‘Login for Prices’ or Account tab
  2. Browse the range of products via the Shop tab (can be filtered by category and brand)
  3. Click ‘Add’. The item will be entered into your cart. You can view the items in your cart by clicking the Cart icon found on the top right hand side.
  4. Once you’ve added all the products you’d like to purchase to your cart, Click ‘Checkout’.
  5. Follow the prompts to add your delivery details and your payment details.

Tracking details are not provided once your order has been despatched. Please refer to the “How long will it take for my order to arrive?” FAQ below for estimated delivery timeframes. If your order has not arrived within these timeframes, please contact our office and we will assist in locating your delivery.

We’re unable to amend/cancel orders that have already been processed and despatched. If you notify us immediately of any changes to your order, we’ll do our best to accommodate this. Please refer to our returns policy under ‘Returns and Warranties’ in FAQ’s for more details.

  1. Login to your account
  2. Click on ‘Orders’
  3. Click ‘View’ on each line to view each orders details

Products can be filtered by brand and category. Simply use the drop down menus to filter the products you see. Alternatively, you can search for an item by code, description and brand via the search box.

Here’s a few hints for a speedy checkout process:

  1. Add items you regularly order to your favourites list. From there, you can simply add what you need to your cart.
  2. Particularly loved an item you’ve previously ordered but can’t remember the brand to purchase it again? No need to waste time scrolling through the site:
    > Click on ‘Account’ followed by the ‘Orders’ tab. From here, you can filter your results by date (if you can vaguely remember when you last ordered it)! Then, click on the order and once the item is found, click on the item and then add to cart.
  3. Utilise the search bar! Our new and improved website has unlimited search features to suit efficiency.

Upon submitting an order you will see the message “Order Completed Successfully” if everything has been processed correctly.
A confirmation email will be sent to your account email address, please check your junk email (add us to your address book for future orders).
Alternatively, click on ‘Orders’ link in the orange header. You will see any successful orders listed under Purchase Orders.

a) I have received my item and it is damaged. What should I do?

We are sorry your order has been damaged, please accept our apologies for any inconvenience this may have caused. Please note if your order has been received damaged we request that you report this upon arrival of your order (or within 7 days of receipt of your order) on 9247 8600. We can then assess the damage and arrange a suitable solution for you.

b) There is an item missing from my order. What should I do?

The most common reason for this occurring is that the item is out of stock. If an item is out of stock, our team will attempt to call you so we can notify you prior to your order being despatched. If we are unable to reach you, the remainder of your order will be sent to avoid delays and a refund will be arranged for those items we could not supply. If you have not received a phone call/refund please call our team on 08 9247 8600.

c) I received the wrong item. What do I do?

We’re very sorry! Please give us a call on (08) 9247 8600 within 7 days of receipt of your order and we’ll arrange for collection of the wrong item and delivery of the required products.

Delivery

We deliver to all areas of Western Australia

We charge a flat rate (regardless of weight)* for your convenience and benefit for ordering online. The charge depends on your postcode and are grouped into 5 regions of WA as listed below. All prices include GST.

  • Perth Metro Inner – $12.95
  • Perth Metro Outer (Including Mandurah) – $20.95
    Excludes postcode 6211 as it is considered South West
  • Guilderton & Surrounds – $29.95
  • South West WA – $44.95
    Includes postcode 6211
  • Bullsbrook & Lower Chittering – $44.95
  • Central West WA & Pilbara – $74.95
  • Broome & Far North WA – $104.95

*Please note: Salon furniture/equipment occurs an additional charge. You will be contacted with the delivery charge once we’ve received your order. Alternatively, please call us and we’ll notify you of the delivery charge before you order.

Our warehouse strives for same day despatch for orders placed before 11am. However during peak periods it may take up to 2 days.

As a guide:

  • All orders for delivery in the Perth Metro area, Mandurah & Surrounds will be shipped via CTI Xpress. Delivery time is 1-2 days from the date of despatch.
  • All orders for delivery outside the Perth Metro area will be shipped via Toll Ipec. Delivery time is 1-2 days from the date of despatch.
  • Delivery to Broome is 2-3 days and far north WA is 5 days.

Please note that these delivery times are to be used as a guide only as stated by these transport companies. Hair Mart will not be held responsible for any delays or late delivery as this aspect is beyond our control.

If you have allowed adequate time for despatch and delivery and your order still hasn’t arrived, please contact the office and we’ll be able to check on your order progress.

All parcels will be left unattended at the receiver’s own risk. Please provide instructions, at checkout, on where the order should be left.

We’ll happily deliver anything listed on our website for one flat fee (refer to shipping costs FAQ). However, salon furniture incurs further freight charges.

Returns + Warranty

We will only accept goods for return if they are damaged, faulty or the incorrect goods were sent by us. These will be replaced at no charge or a full refund will be given for the particular item(s). Goods will not be accepted for a refund for a simple change of mind. If you receive your order which contains damaged, faulty or incorrect goods please email us at [email protected] stating your name and contact details and the nature of the problem within 7 days of receipt of your order. We will then contact you to arrange pickup of the goods to be returned at no additional freight charge to you.

Please keep the original box and packing material to put the returned goods into if possible please. We will then send the replacement goods freight free or do a refund upon receipt of the returned goods back into our warehouse.

If you have an item that is faulty and you are within your warranty period please contact our team. Please locate and have your original purchase receipt to hand. Depending on the manufacturer’s warranty policy your item will either be repaired or replaced.

a) If warranty is for replacement, you will need to return the item to us for assessment. If the item is deemed to be faulty we will arrange a replacement to be sent to you.
b) If the warranty is for repair, we will provide you with the closest repair centre details.

Payment & offers

Upon check out, you will be required to pay for your order via Stripe. Stripe accepts all Mastercard and Visa cards. We also accept Google and Apple Pay.

All of the prices listed on our website include GST.

Hair Mart offers the following rewards scheme on all purchases, in store and online:
Spend $250-499 and receive 2.5% off the total*.
Spend $500+ and receive 5% off the total*.

* Discount applies to full priced items only – items on sale or clearance do not contribute towards your total spend. The discount will automatically apply during online checkout or at the cash register if in store. Gift packs and opening deals do not attract any further discount. Terms and conditions apply.

At the moment, Afterpay is not accessible for online orders and is exclusively available for in-store purchases.