FAQ

Our current opening times are:

Monday.       9am to 8pm 

Tuesday.      9am to 8pm

Wednesday  9am to 8pm

Thursday      8.30am to 9pm

Friday.          9am to 9pm 

Saturday.     8pm to 8pm

Sunday.       10am to 7pm

We have storage facilities in our cloakroom where guests are welcome to leave their personal belongings.  Suitcases can also be left if you are having a service with us. All items are left at the owner’s risk.

Our salon at Battersea Power Station has a fully licensed bar.

Regular teas and coffees are complimentary, and we have a full menu of drinks and refreshments available in salons. (speciality teas and coffees are chargeable)

An allergy alert test, is a non-invasive test of hair dye or gel (in the case of beauty services) that is applied to the skin topically to see whether you have reaction to the product to be used.  

It is important that the product is given 48 hours to develop fully on the skin which means that your service will be a minimum 48 hours after the test. Any reaction that you have whether itchy skin or swelling, must immediately be reported to our team so that we can recommend another product to use and amend your future service appointment accordingly.

Our salon is wheelchair friendly. Please contact a member of our team prior to your appointment to ensure that we can provide you with the very best access to our service to you upon arrival. Our Battersea Power Station salon has underground parking available directly below the salon with lift access to the salon at ground level.

Your child/children are most welcome, however for the comfort of our other guests in the salons we ask that children are always accompanied by adults in all areas of the salon.

Our salon is dog friendly, if you would like to bring your family friend with you, we ask that they are on a lead at all times and that you keep them with you at the section.  Should you require your dog to be walked during your appointment please ask a member of our team who will be happy to help.

We provide an after-service questionnaire for you to fill in. We would really appreciate that you provide feedback as this will help to improve our service at Paul Edmonds London. Please feel free to contact the team on info@pauledmonds.com with any other questions.

Most products are available on www.pauledmonds.com,  and our salon. Please ask if you have any questions or need advice.

If you are running late please ensure that you contact us as soon as possible on 020 7589 5958 and inform our team when you will be able to arrive for your appointment.

Due to specific allocated times, should you be more than 15 mins late your appointment may be cancelled as there may be limited time available to complete your service due to the next guest appointment. Unfortunately  this may mean that we are unable to accommodate you on the day and you will be charged for the cancellation.

We do take last-minute appointments, however, for new guests requiring colour we will not be able to complete your booking without a colour consultation and the required allergy alert test 48 hours prior to your appointment

Due to high demand for appointments, we will ask for a deposit to secure your appointment.  This is to guarantee your appointment, and in the event of a cancellation, where we have forgone the opportunity to enable another guest to experience Paul Edmonds London, the cost is covered as part of the terms and conditions with respect to cancellations.

Should you wish to cancel your appointment please ensure that you contact us on 020 7589 5958 a minimum of 48hours prior to your appointment. This allows another guest to be able to be offered your appointment. We regret that within 48hours you will be charged a cancellation fee. 50% if less than 48hours and 100% cancellation fee if within 24 hours.

We have private rooms and private areas available in our salon.  Please notify a member of our team when booking an appointment that you require private room access.  Should you for modesty reasons require female team members only, please inform our team prior to making an appointment.

We will send you a 'dispatch confirmation' email as soon as your parcel has been collected.

Once an order is placed it is sent immediately to our warehouse and the packing process begins. We therefore do not accept cancellations or changes of orders once placed.

We are happy to offer a refund on any unsuitable items provided that we are notified within 14 days of receiving your order. You will then have a further 14 days to send the item(s) back us, please ensure that the products have not been used or damaged and fit for resale, in their original packaging.

Once the returned items have been received your refund will be processed.

Please contact order@pauledmonds.com to inform us of your wish to return the products first.

You will be required to post the items to the following address:

Paul Edmonds
217 Brompton Road
Knightsbridge
London
SW3 2EJ

Yes you will be required to pay for your returns back to us. 

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. We also recommend that you use a secure, tracked means to return your order and retain proof of sending, in case of a dispute.

Customers outside of the UK are responsible for all import duties and tax charges that may be applied by their local customs office on delivery to their country. Any Import duty or tax charges are out of our control and will be invoiced to you by Royal Mail directly. If you are concerned about these charges, we recommend you contact your local customs authority prior to purchasing, in order to calculate the final landed price inclusive of all taxes. 

Brexit

From the 1st January 2021, in accordance to the new trade agreement between the U.K and the EU, customers in the EU and EEA will have to pay any import duties, EU customers will be responsible for the import duties. The tax and handling charges are out of our control and will be invoiced to you directly by Royal Mail. These charges vary dependent on the country and if you are unsure we would recommend you contact your local customs office for more information.

Paul Edmonds London insures all parcels during the time they are in transit until they are delivered to you. We require a signature for any goods delivered, at which point responsibility for the parcel passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package. Please note, customers are responsible for insuring any return parcels to Paul Edmonds London.

At present we are unable to change the delivery address of your parcel once they are despatched.

Yes, you can select a separate delivery address from your billing address at the checkout. If you are shopping with us for the first time, we reserve the right to ship your first order to your billing address (rather than an alternative shipping address).

Royal Mail will leave a card containing the shipment number and whether they will attempt to redeliver the next working day or hold it at the local depot for you. You can change to your preference by entering the shipment number and postal code at www.dhl.com, until 22h30 that evening. 

Unfortunately we are unable to deliver to PO Boxes.

Your order number can be found in the subject line of both your 'Order Confirmation' and 'Shipping Confirmation' emails. If you have created an account with us, you can view your full order history in your account area. 

Our store aims to process all returns within 3-5 working days of receiving them. We will send you a 'Refund Notification' email to confirm that we have refunded your card. Please note: that refunds can take up to 10 days to credit on your account statement, depending on your card issuer, which is beyond our control.

Our prices on our online store reflect the changes in trends, customer demand and our own stock availability of our products. Whilst we appreciate how frustrating it is, we are unable to refund the difference in price on any items you have purchased that then goes into sale or into further markdowns.

You can of course return the item for a full refund and then re-order the same item at the sale price, given that the returned items is in accordance with our returns policy. Please be aware, however, we are unable to guarantee that another customer won't purchase the item first.

If we've not answered your question above, please email order@pauledmonds.com.

Our office hours are 10am – 6pm (GMT) Monday - Friday.