Everything you need to know about ordering from GDR Beauty. If your question is not answered here, email us at info@gdrbeauty.com and we will do our best to help.
Orders and payments
How do I place an order?
Browse our collections, add the products you want to your basket and follow the steps at checkout. Once your payment has been authorised, you will receive an order confirmation by email. If the confirmation does not arrive, please check your junk or spam folder before contacting us.
Can I change or cancel my order?
Email us at info@gdrbeauty.com as soon as possible with your order number. We will always try to help, but we cannot guarantee changes once an order has entered processing or been dispatched.
Separately from this, you have a statutory right to cancel most online orders within 14 days of receiving them. Certain products are excluded for health and hygiene reasons. Please see our Returns and Refunds Policy for full details.
I ordered the wrong product. What can I do?
Contact us straight away with your order number and the correct product you wanted. If your order has not yet been processed, we may be able to amend it. If it has already been dispatched, your options will depend on the product category and the condition of the item, which are set out in our Returns and Refunds Policy.
What payment methods do you accept?
The payment methods available to you are shown at checkout before you complete your order. Payments are handled by third-party payment providers through our Shopify checkout, and we do not normally have access to your full card details.
Delivery
How long does delivery take?
UK orders usually arrive within 3 to 5 working days. International orders usually take 10 or more working days, depending on the destination country, and an estimate is shown at checkout.
How much does delivery cost?
Free UK delivery on all orders over £40. For UK orders under £40, the delivery charge is shown at checkout before you pay.
How can I track my order?
You will receive a tracking number as soon as your order has been dispatched. You can also check the status yourself on our Track Your Order page using your order number and the email address you ordered with, or by signing in at account.gdrbeauty.com. If you still cannot find your order, contact us with your order number.
My order says delivered but I have not received it. What should I do?
Please check with other members of your household, with neighbours, around your property and in any safe or designated delivery location, and review the tracking information from the delivery provider. If you still cannot locate your order, contact us so that we can investigate with the delivery provider.
What happens if my order is delayed?
Contact us with your order number and we will investigate with the delivery provider where appropriate. Delivery estimates are not guaranteed unless expressly stated otherwise, but a delay does not remove or limit your statutory consumer rights.
Returns and refunds
Can I return my order?
If you change your mind, you may cancel most orders within 14 days of receiving them and return the item within 14 days of telling us. The item must be unused, unopened where applicable and in a resaleable condition. Return postage for change-of-mind returns is paid by you.
Some products cannot be returned once opened or used, for health and hygiene reasons. This applies in particular to cosmetics, skincare, haircare, wigs and hair extensions. Please read our Returns and Refunds Policy before requesting a return, and always contact us first at info@gdrbeauty.com so that we can confirm whether your return is eligible and give you the correct returns address.
None of this affects your statutory rights if a product is faulty, damaged, incorrectly supplied or not as described.
Can I return a wig after trying it on?
Wigs and hair extensions are supplied in protective or sealed packaging for hygiene reasons. Once a wig has been worn or fitted, or its hygiene seal or protective packaging has been removed, it can no longer be resold and is not normally eligible for a change-of-mind return.
Please check the size guide, colour, length and construction on the product page before opening your wig, and contact us before ordering if you are unsure. If you believe your wig is faulty, damaged or not as described, contact us before altering it.
Can I cut the lace before deciding whether to keep my wig?
No. Please do not cut the lace, trim, style, colour or otherwise alter a wig until you are completely happy with it. Once the lace has been cut or the wig has been altered, it cannot be returned as a change-of-mind return. If something looks wrong with your wig, contact us first and we will advise.
What happens if I receive a damaged product?
Contact us as soon as possible after delivery, ideally with clear photographs of the product and the packaging before anything is thrown away. Where an item is confirmed as damaged, you are entitled to a remedy under the Consumer Rights Act 2015, and we will cover reasonable return postage.
What happens if I receive the wrong product?
Contact us with your order number, a description of what you received and a photograph of the item. Please do not use, open or alter the product. Where we have supplied the wrong item, we will put it right and cover reasonable return postage.
Wigs and hair
How do I know which wig size I need?
Measure your head and compare your measurements with the sizing information on the individual product page. Our Wig Measurement and Size Guide explains how to take the three key measurements. Sizing varies between manufacturers, so the product page always takes priority over general guidance.
Can I style my wig?
This depends on the hair type and construction of the individual wig. Always check the product page and the care instructions supplied with your wig. If a wig is not heat-safe, heat styling can cause permanent damage that is not covered by your statutory rights.
Can I colour or bleach my wig?
Never assume a wig can be coloured, bleached or chemically treated. Check the product specifications first, and consider using a professional stylist. Colouring or chemically treating a wig means it can no longer be returned as a change-of-mind return.
How should I wash my wig?
Follow the washing instructions supplied with your product, as the correct method depends on the hair type. In general, detangle gently before washing, use products suitable for the hair type, avoid rubbing the hair, rinse thoroughly and allow the hair to dry as directed. Our Wig and Hair Care Guide has more detail.
How should I store my wig?
Store your wig clean and dry, away from excessive heat, prolonged direct sunlight and excessive moisture, using a wig stand or other suitable storage where appropriate.
Hair extensions
How do I look after my hair extensions?
Handle them gently, detangle from the ends upwards, avoid unnecessary heat and tension, and follow the care instructions for your specific extension type. Our Hair Extensions Guide covers this in more detail.
Can I wash my extensions?
Follow the washing instructions provided with your product. Different extension types are washed in different ways, so please do not assume that instructions for one type apply to another.
Can I use heat on my extensions?
Only if the product page or care instructions confirm the extensions are suitable for heat styling. Where heat is permitted, use heat protection and keep within the recommended temperature range.
Beauty and skincare
Should I patch test skincare products?
Yes, we recommend patch testing new beauty, skincare and haircare products before full use where appropriate, and following the manufacturer instructions supplied with the product. A patch test can help identify sensitivity, but it cannot guarantee that a reaction will not occur.
What should I do if I experience a reaction?
Stop using the product immediately. If your symptoms are severe, worsening or persistent, seek medical attention. You can then contact us with your order number, the product name, a description of the reaction and photographs where appropriate. Our Allergen and Product Safety page explains this in full.
Are GDR Beauty products suitable for sensitive skin?
Suitability varies from product to product and from person to person, so we cannot give a general answer. Please read the ingredient list and any warnings on the product page and packaging, patch test before use, and speak to an appropriately qualified professional if you have known allergies or a medical condition.
Where can I find ingredient information?
Ingredient information is shown on the individual product page and on the product packaging. If you cannot find the information you need for a product you are interested in, email us at info@gdrbeauty.com before ordering.
Still need help?
Email info@gdrbeauty.com with your order number and we will get back to you.