1. Are the products safe for colour-treated hair?
Yes, our products are safe for colour-treated hair. However, we recommend always performing a patch test before using a new product, particularly if you have a history of sensitivity or allergies.
2. How can I perform a patch test?
To perform a patch test, apply a small amount of the product to a discreet area of your skin, such as behind the ear or on the inner arm. Leave it on for the recommended duration (typically 24-48 hours) and monitor for any signs of irritation, redness, or discomfort. If you experience any adverse reactions, discontinue use of the product.
3. What should I do if I have specific concerns or questions about the product's ingredients?
If you have specific concerns or questions about the ingredients in our products, we recommend consulting with your dermatologist or hair care professional for further advice. They can provide you with personalised guidance based on your specific needs and any known allergies or sensitivities you may have.
4. How do I know which product is best for my hair type?
We understand that choosing the right product for your hair type is important. For personalised recommendations, we recommend contacting our trichologist. You can email them at info@billionhairs.com to discuss your specific hair concerns and get expert advice
5. What information should I include in my email to the trichologist?
When reaching out to our trichologist, it is helpful to provide details about your hair type, any specific concerns you may have (such as dryness, damage, or hair loss), and any other relevant information that can help them better understand your needs.
6. What payment methods do you accept?
Currently, we accept PayPal and major credit cards.
7. Will I receive a payment confirmation after making a purchase?
Yes, upon successful completion of your payment, you will receive a payment confirmation via email. This confirmation will serve as proof of your payment.
8. What should I do if I encounter any payment-related issues or have questions?
If you encounter any payment-related issues or have questions, please reach out to our customer support team at info@billionhairs.com. We will be happy to assist you in resolving any payment concerns you may have.
9. What is the standard courier service used for deliveries within Australia?
Our standard courier service for deliveries within Australia is Australia Post. For door-to-door deliveries in Perth, we use Aramex as our courier service.
10. Can I choose the courier service for my delivery?
The courier service is pre-determined based on your location. For most areas in Australia, Australia Post is the standard courier.
11. Are there any additional charges associated with the courier service?
For Australia orders, the cost of the courier service is included in the total price of your order. You will not incur any additional charges for the standard courier service.
12. Can I track my package once it is shipped?
Yes, once your package is shipped, we will provide you with a tracking number. You can use this tracking number to track the progress of your shipment on the courier service's website.
13. What if I have a specific courier preference or request?
Kindly contact us at info@billionhairs.com, and we will try our best to accommodate your request.
14. What is your return policy?
We have a 14-day return policy. This means that you have 14 days after receiving your item to request a return. Please ensure that the item is in the same condition as when you received it and in its original packaging for the return to be accepted.
15. How do I request a refund?
To request a refund, you must first contact us at info@billionhairs.com. Please include the proof of purchase in your email. If your return is accepted, we will provide you with instructions on how and where to send the package.
16. Who is responsible for the return shipping cost?
If there is no fault with the product/s, the customer is responsible for ensuring the safe return of the goods to us via postal service. The cost of return shipping must be covered by the customer. However, if you are being issued a refund, we will refund the monetary value of the goods returned to us, minus the delivery charges you incurred when you placed your order.
17. How will I know if my return has been received and approved?
We will notify you once we've received and inspected your return. If the refund is approved, you will be automatically refunded. Please note that we will refund the original method of payment charged (e.g., credit card, debit card, PayPal). The refund process usually takes 2-5 business days, depending on your bank.
18. Can I send back items for a refund without informing you?
No, we will not accept items sent back by clients without prior notification of a refund. Please make sure to contact us at info@billionhairs.com before returning any items.
19. Where should I send my return?
You can send your return to the following address: PO Box 903, Subiaco WA 6904, Australia.
20. How can I contact you for any return-related questions?
For any questions related to returns, you can contact us at info@billionhairs.com. We'll be happy to assist you.