I haven't received my item. What can I do?

An email will be sent as soon as your item is despatched.

This email will include tracking details if you opted for a tracked service.

Please check our delivery page here for more information on delivery times, our couriers and worldwide shipping.

Please allow the allocated time for delivery of your order, however if you believe that your order is lost, please contact us using the form below.

How can I check the status of my order?

We like to make it as easy as possible to check the status of your order.

Once you have logged in, click the ‘My Account’ link at the top of the page. Locate the relevant order within the dashboard tab to view it's status.

If you would like to view your tracking details please check the email that was sent at the time that your order was despatched.

If you chose a tracked service and have a question about your order delivery status please use the tracking information provided to contact the relevant courier.

My order is missing an item. What can I do?

Usually if an item is missing from an order it is due to an out of stock refund or an item that will be to follow.

If there are any stock related problems, an email will be sent out you from our customer services team before your order is despatched.

Please check your included invoice carefully as this will state whether an item has been refunded or is to follow. If you wish to cancel any outstanding item(s) please contact us using the form below.

Please make sure to double check that small items have not been caught up within packaging.

If you have noticed any tampering to the outside of the packaging please do not sign for the parcel. If it has been left while you were out please take photos of this and send them over to customerservices@gilmor.co.uk.

An item has arrived damaged. What steps do I take?

We take extra care in making sure orders arriving safely and securely packaged.

In the unlikely event of an order arriving damaged, please report this by sending an email to customerservices@gilmor.co.uk including the following:

  • Your name, order number and the name of the damaged item(s).
  • A description of the damage to the item(s).
  • Attach 1 or more clear photos of the damage.
  • Although damage has been caused please do not dispose of any item(s) or packaging as we endeavour to investigate this issue and resolve it for you as soon as possible.

    An incorrect item has arrived. What can I do?

    Our excellent rate of perfectly picked orders makes us proud.

    However, if there happens to be an occasion in which we send out an incorrect item, please let us know by sending an email over to customerservices@gilmor.co.uk including the following:

  • Your name and order number.
  • The incorrect item(s) received and the item(s) expected.
  • Attach clear photos of the incorrect item(s) received.
  • As soon as we have investigated why you have received an incorrect item we will respond with the most appropriate resolution.

    Can I order over the phone?

    Our customer service team is available during our normal office hours to offer support and guidance however all orders have to be placed through the website.

    If you wish to place an order through our website, then we are more than happy to help you through the ordering process.

    Please see out contact page here to view our contact information.

    I’d like to cancel my order. How can I do this?

    We are sorry that you wish to cancel your order. If there is anything we can do to keep your business then we would be more than happy to help. Please contact us via the below form contact form.

    If you would still like to proceed with the cancellation of your order, use the contact form below and please include the following:

  • Your name and the relevant order number.
  • The item(s) you wish to cancel.
  • Items are usually sent to be picked very quickly so your order may already be on it’s way. Don’t worry though, please check our returns policy here for more information on returning your order.

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

    We aim to fulfil all of our orders as efficiently as possible, your business is very important to us and we are continually revising our stock levels to provide a better service.

    Occasionally an item may be out of stock, if this is the case then we aim to let you know as soon as possible.

    If our warehouse is out of stock then we always search for your products in each of our branches. If we manage to locate your item then you will be made aware of a slight delay.

    If we are unable to find the items required then we will inform you via email immediately and process a refund as soon as possible.

    How do I sign-up?

    Signing up is simple and should only take a few minutes.

    Register on our sign-up page here. Click on the 'Register' link, fill out the form required and please make sure you select whether you are a registered trade business.

    All you need a valid email address to be able to sign up and enjoy all the benefits of having an account with us!

    I signed up to Gilmor’s previous website. How can I use my old account?

    Firstly, thank you for sticking with us through the transition to our new and improved website. We appreciate your business and want to make the changeover is as easy as possible.

    In order to use your old account, you will need to activate it through the login page. Please click here to view our login page.

    Once you have opened the “Activate Account” link, you will need to enter the email address associated with your previous account, and we will send you an invitation to activate your account on our new website.

    I forgot my password. How do I reset it?

    Forgotten your password? Not to worry, please visit our login page here and click on the ‘Forgotten your password?’ link.

    Once you have entered your email address you should receive a link to create a new password.

    What’s the difference between a Retail and Trade account?

    If you are a registered trade customer then you can enjoy all of the benefits of a trade account including exclusive offers and access to our full range of products, including all of our professional use items.

    Not a registered trade customer? You can still join as a retail customer and enjoy access to 1000’s of our products. Our customer service team are always available to help with any questions you may have.

    How safe are my personal details when I create an account?

    Please be assured that the protection of your personal details is of the upmost importance to us. We will only share your information if you have given us permission to do so. Your details are secure with us and we are fully compliant with GDPR.

    How do I change my personal details on my account?

    Go to the ‘My Account’ section at the top of the website and look at the ‘dashboard’ tab. From here click the ‘edit’ link next to the ‘Account Details’.

    If you wish to edit your delivery address, navigate to the ‘Addresses’ tab. Here you can edit, delete or add a delivery address.

    How do I track my order?

    If you chose a tracked service you will be sent an email containing all of the relevant tracking details.

    Alternatively, go to the ‘My Account’ section at the top of the website and look at the ‘dashboard’ tab. From here click the ‘view’ link next to the order you wish to track.

    Click on the tracking number and this will take you through to your tracking details on our courier’s website.

    How long does delivery usually take?

    This will depend on the delivery option you have chosen when checking out.

    Please view our delivery page here for more information on the delivery services we offer.

    What delivery services are available?

    Please view our delivery page here for more information on the delivery services we offer.

    I need my item for a next delivery. Can this be guaranteed?

    We have a high rate of successful next day deliveries when using our Express Delivery option.

    We cannot guarantee next day delivery, however if you give us a quick message using the form below we can advise on the availability of the product, an estimated delivery date and despatch it for you as soon as possible.

    With regards to furniture and equipment we will contact you when we receive your order to advise on a timescale for delivery.

    How long will it take for my order to be despatched?

    We aim to despatch all orders placed before 1pm the same day and we'll send you an email as soon as your order is on its way.

    Please note that if there is a delay with a stock item, we may send the order out within two or more separate shipments.

    What happens if no one is in to accept my delivery?

    We understand that you cannot always be in to accept a delivery so if you are out and the parcel cannot be left or requires a signature our courier will leave a card.

    The card will let you know whether a re delivery will be attempted and where the item can be picked up from (this is usually your local depot).

    Will I be charged customs and import fees?

    Yes, this may be the case.

    If you are placing an order to be delivered outside of the UK then customs and import fees may be applicable depending on the recipient country. The recipient of the parcel will need to pay any applicable charges before receiving their goods.

    What payment methods do you offer?

    We try to make payment as straight forward as possible by offering a variety of payment methods such as:

    PayPal / Visa / Visa Debit / Mastercard / Maestro / American Express

    These payment methods may be subject to additional security checks by the card issuer. We take payment security very seriously.

    How do I use a discount code?

    You’ve received a discount code? Woo hoo! Now it’s time to use it.

    Once you have continued through to the checkout, you will see ‘Discount’ on the right-hand side or if you are on a mobile device click ‘Show order summary’ to view this.

    Enter your discount code here and click apply to receive your discount!

    Will I be charged VAT?

    By Law, we have to charge VAT within the EU.

    If you order to a country outside of the EU then charges can vary widely from country to country. We recommend checking this with your local customs office.

    How do Loyalty Points work?

    Our loyalty points scheme enables you to accumulate savings every time you order.

    We want our returning customer to be rewarded every time they shop with us. Every point is worth 1p.

    You can choose when you would like to use your loyalty points during checkout. So save up or use them, its entirely up to you!

    Need further assistance? Give us a message!

    We endeavor to respond to you within 24-48 hours. During our normal working hours (Monday - Friday).


    From our humble beginnings with only a small shop and a van, we have grown into the largest independent hair and beauty supplier in Wales.

    We have continued to grow through our commitment to keep up to date with the latest innovative products and market trends.


     Unit 1A Enterprise Way
    Great Britain, NP20 2AQ

     Support available
    during working hours

     Free Worldwide Shipping
    on all orders.