Frequently Asked Questions
You will be charged in GBP.
Yes. We offer Klarna, Clearpay and Afterpay.
We accept all major credit and debit cards (Visa, Visa Debit, Mastercard and American Express), Google Pay and Apple Pay. Pay later options are available with Klarna, Clearpay and Afterpay.
We currently ship to the UK, Jersey, Guernsey and the Isle of Man. All tools ship with a UK power plug. How it works: you order, we process, then we ship. Processing takes 1 to 2 business days. You will receive a shipping email with tracking as soon as your parcel leaves us.
Not yet, but we will be soon. Sign up to our newsletter to be the first to know.
UK orders ship from our distribution centre in Glasgow, Scotland.
Standard Delivery 3-5 days
Standard Delivery Free for orders over £50
Standard Delivery for orders less than £50 - £2.95
Express Delivery - Tracked
2-3 business days £3.99
Next Day Delivery - Tracked
1-2 business day - £4.99
Your parcel will be left in a safe place or taken to your local postal depot.
Orders are processed within 24 hours and tracking is sent by email. Please check your junk folder. You can also log in to your customer account and open Order History to view tracking. If you do not have an account, search your emails for our tracking email. If there is no tracking link, your order is still processing. Check back in 24 hours or email us for an update. Need help? Email customerservice@aurumhairco.com with your order number.
You can return unopened and unused items within 30 days of delivery. Packaging, cellophane and tamper seals must be intact. For sanitary reasons we cannot accept returns for used or opened products. If a product is faulty or not as described and was purchased on our website, a refund or replacement will be provided. We do not cover or refund return shipping costs. Aurum Hair Co. is not liable for returns lost in transit. Use tracked postage. Blow-dry results vary by hair type. We provide tutorials on our website and social channels. Opened items cannot be returned. If you are unhappy with results we can share styling tips. If you have conditions that could be affected by applying ceramic barrels to your hair or head, consult your doctor before use. Aurum Hair Co. is not responsible for injury caused by misuse. Marketplace purchases such as eBay are excluded from our warranties and returns.
1. Log in to your account. View your order and click Request a Return.
2. Follow the prompts. Select the item(s) and choose your drop-off method.
3. Scan and go. You will receive a QR code by email. Show it at your chosen location.
Request within 30 days of delivery. Unused, unopened, in original packaging. A small return shipping fee is deducted from your refund. The exact cost is shown when you submit your request. We recommend our partnered drop-off services.
Inspect deliveries on receipt. Report any damage within 7 days. If items are visibly damaged, sign the carrier's note accordingly or refuse delivery. If damage is found after opening, do not use the item and contact us immediately. We will arrange a swift replacement.
Check the packaging and paperwork on receipt. If anything is incorrect, contact us within 7 working days.
Email customerservice@aurumhairco.com as soon as possible. We process orders quickly, so act fast.
We do not offer exchanges as a rule, but email customerservice@aurumhairco.com and we will see what we can do.
Please allow 7 to 10 days for funds to appear after we inspect your return.
Yes. All electrical products come with a 2 year warranty. If your product is not performing as it should, email customerservice@aurumhairco.com with evidence of the fault. We will organise a replacement or refund. To initiate a warranty claim, include: Name, Address, Email address, Order number or proof of purchase, Product type and colour, Description of the fault with photo or video evidence.
Register your warranty here (insert your registration link).
Hair must be 100 percent dry before securing the barrel. If hair is damp, especially at the root, the blow-dry will drop and kinks can appear.
Work in neat, manageable sections no wider than the barrel. Turn the dryer off, brush root to tip, then roll. Give one final blast of hot air, detach the roller and allow to cool. Remove slowly without tugging.
Yes, but consult your extension stylist first to confirm suitability.
Ensure hair is fully dry before rolling and let it cool completely before removal. If your hair drops quickly, use a holding serum, volumising mousse or setting spray suited to your hair type.
Yes. We offer three roller sizes for different lengths and curl tightness.
Use heat protectant and a smoothing cream. Brush each section root to tip before rolling to cool.
Heat setting, hair type and products all matter. Very high heat can flatten the cuticle so much that texture does not hold. Try a lower setting first. If volume drops quickly, increase heat. Use appropriate pre and post styling products.
Always apply heat protectant. Fresh colour can shift with heat. Patch test a small section first and start with the lowest heat.
Suitable for most hair thicknesses, though it may not work on very curly hair. Hair should be at least ear length. Use the correct roller size.
Always use heat protectant. Our tools use high-quality ceramic to minimise unnecessary damage.
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