Ok, to make life easier for you, we have compiled information about brushes, your order, shipping, returns and guarantees and anything else that others have been asking we thought you need to know.
1. STOCK AVAILABILITY
Why cant I see certain products on my screen?
When you come to our website, we identify which country you are in and show the stock that can be shipped to you in your country. As we started the business here in Australia, we found that shipping overseas was very expensive for our customers and also for us. So we have opened several new warehouses overseas in several countries around the world. As such, for our international customers, our general range of brushes may be slightly limited in range at the moment compared to our Australian Store. We are working hard to get our entire range of products to all of our shipping locations, and as they become available we will enable you to see them.
2. SHIPPING - AUSTRALIA
Australia Post Update
Due to the coronavirus pandemic, all postage & freight carriers are currently facing challenges. It's important that you advise your customers accordingly. Please understand that this is totally out of our control. We continue to dispatch your orders on time.
1: Australia Post has advised us that they are seriously behind with deliveries.
2: Australia Post has also advised that they have suspended their next day guarantee for their Express Post service.
3: Proof of delivery: All carriers are not enforcing signature on delivery due to social distancing, therefore we are unable to guarantee that we can give you a proof of delivery if requested. 4: DHL & ECI are reducing the countries that they deliver to on a daily basis. We are identifying orders going to these countries and putting them on hold.
Same Day Shipping - Australia Wide
If you order on a weekday before 10:00am (Sydney, Australia Time) your order will be shipped the same day. Any orders placed after 10:00am will be shipped the next business day. Orders placed on a weekend will be shipped first thing Monday morning. So if you want express post, get the order in before 10am or it will be shipped first thing the next day.
Generally how long will it take for my order to arrive
We use Australia Post. We do that because our customers are all over the country and some of the cheaper delivery services wont deliver to rural or remote regions. We have found Australia Post to be very very good for our customers and if you order standard shipping it will take 2-3 days to arrive metro and 3-7 days country/regional.
3. SHIPPING - INTERNATIONAL
Shipping out of Australia for small parcels such as ours is more expensive than normal and will cost quite a bit more. We suggest going in with a couple of friends to split the costs of shipping.
Customs and Duties
All international customers need to be aware that they are responsible for any customs and import duties on your order.
4. YOUR ORDER
Changing Brush Colours just after order
We suggest you think about what colour brush you want BEFORE you order. The reason for this is our turnaround shipping time is very quick, usually within a few hours, so if you want to change your order or change colours of brushes, contact us immediately and keep in mind the shipping times outlined in the FAQs. So, to be honest, we cant guarantee we can change your order in time, but we will do our very best to serve and support you.
Your order has not arrived
Check the address of your order. Sometimes when people pay with PayPal, they dont check the address PayPal is using and the order is shipped to your old address. If that happens let us know before the order gets fulfilled, if you can. Still contact us. Also check with your local Post Office. Sometimes, your local post office has your delivery and the card isn't in your mailbox or has been caught up with other mail and you have missed it. Call or visit the post office and quote the tracking number you have received in your confirmation email.
5. BRUSH QUESTIONS
Is there a difference in the colour of the brushes?
Yes! The Original large paddle brushes are the same and almost everyone uses those. The light blue brush, with the blue tips is our sensory brush and its longer pins are softer than all our other brushes. Its for people that are highly sensory, have extremely sensitive heads and thin whips hair like a child under 4 who's got thin fine hair and hasn't had their first hair cut.
How is the Mini Brush different?
The Mini brush has a lot smaller head than our original Happy Hair Brushes. Because of its size the pocket brush doesn't have a curve, however the spacing of the bristles and nylon pins works just as well as the big brushes. It's great for little kids learning to brush their hair and the finish of the brush makes it really lovely to hold. Guys love it as its small enough for their short hair and beards as well and we have it in black or grey in less 'girly' colours. These brushes have been designed to sneak into your purse or sports or dance bag and still get knots and tangles out, without pain or fuss.
Can you use the brushes with a hairdryer or heat?
No - our brushes are not styling tools for serious blow drying. They are brushes. So if you use heat on them, the long nylon pins can melt. So avoid heat please.
Why is this brush 'so expensive' in relation to any brush I could pick up at the supermarket or chemist or discount store? Ok, here we go.
1. You can find cheap 'rubbish brushes' that cost next to nothing, they pull & rip out hair and dont solve the problem of brushing. You can spend anywhere from $5 - $20 each on these brushes and the problem is, they just dont work and you stop using them. So if you look in your bottom drawer in the bathroom, and add up all the money you've wasted on stupid brushes, we estimate on average most households have spent $80-$150 combined on them in the space of a year. So in the long run, our brush is actually CHEAPER and EASIER than all of that expense, shopping, drama and unnecessary WASTE.
2. The second reason we have the price set where it is is because we are investing a LOT of resources into research and development to perfect the brushes and expand the range. We started this business with a massive vision - Changing the lives of one million people. That takes something and investment is part of it. This business is solely funded by the cashflow of the business and its founder Jen Harwood, a single mother on a mission. This business is 100% Australian Owned and run and is completely independent from any chain or conglomerate of businesses.
3. We wanted to offer a beneficial price point to Salons and Stockists. You probably dont know this, but Salon owners get screwed daily by suppliers and they are told how much they have to buy and are crippled by cashflow to have all the products they need hoping they get a steady supply of customers to pay for it all. Its not a healthy relationship and as Jen's been a business coach for the last 20 years, she wanted to be able to have the local salons have choice and freedom to have a product that works in their business on their terms. You see we want their business to thrive and with our price point, and exclusivity, the salon owner is genuinely HAPPY.
So, we look at the big picture and long term positioning of our brushes and their placement in the market. We are planning to be here for the next 20 years minimum to have the next 2 generations of children and their parents never ever experience trauma and tears with brushing hair. You are part of that mission when you buy one of our brushes. Imagine a world where smacks with hair brushes, screaming from brushing and a brush damaging hair never even occurred anymore? Well, Jen and her team won't rest until that's a reality.
We have a 100% Happiness/Money back Guarantee on all our brushes. We are certain it can remove daily trauma of kid's hair brushing out of your lives forever! If you buy it and it doesn't work for you or your child, we offer a complete 100% money back guarantee.
Please get in contact with us within the first 30 days of having it (you'll know straight away) then send it back to us and we will refund you the purchase price and the postage to send it back. Your busy life doesn't need another thing to feel guilty about. So if it doesnt work, let us know by email or phone or on the contact us tab on this page and our customer support team will happily refund every cent you spent. Promise xxx
Please note, our Happy Hair Locks do NOT have the Happiness Guarantee as they are a consumable. You will have received Instructions on application and care. Please follow them and keep them in the pouch provided. If your locks are damaged or defective on delivery, please let us know immediately and we will replace them. We do not offer refunds for change of mind purchase of the Happy Hair Locks.
We have a 100% Happiness and Money-back Guarantee on all our brushes. You will know straight away whether you love this brush or your don't. Just letting you know that 99% of people love it. So if you dont love it, PLEASE let us know immediately and we will organise a Free return of the product back to us and also a full refund for the brush and shipping. If you paid customs and local country tax, we will need receipts for this to refund as well.
These FAQs are continually being updated as we know more, learn more and grow our business. Thank you for taking the time to read them.