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    Customer Service

    love your hair with

    Urban Concept


    As we like to keep your online retail experience as convenient as being able to pop into the salon, we offer a couple of delivery options.

    Free delivery to selected local postcodes (NE11, NE16, NE21, NE39), when you place your order before 2pm we will endeavour to deliver the same day. Please note, no local deliveries will be made on a Sunday or Bank Holidays.

    Postal deliveries will be sent via Royal Mail, getting the items to you within a few days. We do not deliver outside of the UK.

    We maintain a high level of service however we cannot be held responsible for any outside courier service.


    We are confident that the products we retail are of a high standard, however we realise there maybe an occasion you wish to return an item.

    Faulty Items

    We try our best to ensure that all products reach you in perfect condition, however, should this not be the case we will replace them free of charge or give a full refund. In order to receive a full refund or replacement, the product must arrive at the postal address below within 28 days of receipt.

    Unwanted Products

    If you are returning products because they are simply not wanted you will need to pay the return postage costs, we will only pay return postage costs where items are being returned due to them being faulty or incorrect.

    Once we receive your returned item and are happy that it is unused and in good condition (as it was when it was delivered to you) we will refund your payment, please allow up to 5 working days for your bank to clear these funds, although usually this is less.

    How To Return Your Goods

    Return your goods to the address below making sure to include either a copy of your invoice, or a note with your order number and name on as well as a note explaining why the item has been returned.

    Please use a secure delivery method to return your items, such as Royal Mail Recorded Delivery which needs to be signed for upon arrival. The items will be your responsibility until they reach us.

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    With many years of shared experience in all aspects of hairdressing, you can be sure of the best standard and advice on all your hair care needs.

    2 School Lane,
    Newcastle upon Tyne,
    NE16 4SL

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