FAQs and Help

Below is a list of our Frequently Asked Questions, if you find that your question is not answered, please don't hesitate to contact us at

  1. What are your delivery rates?

    FREE UK Delivery

    • FREE UK Standard Delivery on orders over £29
    • FREE UK Next Working Day Delivery on orders over £99*

    UK Standard Delivery (2-4 days)

    • UK Standard Delivery for orders up to £29 is £2.95
    • FREE UK Standard Delivery is offered on orders over £29

    UK Next Working Day Delivery (Order before 3pm Monday-Thursday)

    • UK Next Working Day Delivery can be added to orders up to £99, at a cost of £5.95*
    • FREE UK Next Working Day Delivery is available on orders over £99*
    • Please note: Delivery is usually the Next Day if ordered Monday-Thursday before 3pm GMT. Orders placed before 3pm on a Friday will usually be delivered Monday (unless Monday is a public or bank holiday, then orders will usually be delivered on Tuesday). Orders placed after 3pm on Friday through to Sunday will usually be delivered on Tuesday (unless Monday is a public or bank holiday, then orders will usually be delivered on Wednesday).

    International Delivery (2-7 days)

    • Delivery charges outside of the UK will be calculated at the checkout

    * Please note that the Next Working Day Delivery service is not guaranteed, however over 98% of deliveries are successfully made on the next working day.

  2. How will it be delivered?

    All items destined for UK addresses are dispatched by Royal Mail 48 Hour Tracked courier service. We will send you an email after your order has been dispatched, confirming your order and providing you with an order tracking number so that you can trace the progress of your parcel. Orders outside of the UK will also be sent by a tracked courier service.

  3. How long will it take for my order to arrive?

    FREE UK Delivery

    • FREE UK Standard Delivery on orders over £29
    • FREE UK Next Working Day Delivery on orders over £99*

    UK Standard Delivery (2-4 days)

    • UK Standard Delivery for orders up to £29 is £2.95
    • FREE UK Standard Delivery is offered on orders over £29

    UK Next Working Day Delivery (Order before 3pm Monday-Thursday)

    • UK Next Working Day Delivery can be added to orders up to £99, at a cost of £5.95*
    • FREE UK Next Working Day Delivery is available on orders over £99*
    • Please note: Delivery is usually the Next Day if ordered Monday-Thursday before 3pm GMT. Orders placed before 3pm on a Friday will usually be delivered Monday (unless Monday is a public or bank holiday, then orders will usually be delivered on Tuesday). Orders placed after 3pm on Friday through to Sunday will usually be delivered on Tuesday (unless Monday is a public or bank holiday, then orders will usually be delivered on Wednesday).

    International Delivery (2-7 days)

    • Delivery charges outside of the UK will be calculated at the checkout

    * Please note that the Next Working Day Delivery service is not guaranteed, however over 98% of deliveries are successfully made on the next working day.

  4. My order has not arrived what shall I do?

    First, please go to the relevant courier's website and input the order tracking number included in your order despatch email to track its progress. If your order has not arrived within 3 working days of your delivery estimate date, please email us at info@mascolo.co.uk and we will do our best to locate it.

    If no one is in to sign for a delivery, the carrier will leave a card with a contact number. Please contact the courier to arrange an alternative delivery day. The carrier may make further attempts to deliver your order, but if you do not contact them using the information on the card then they will return the delivery to us. We will then refund the purchase price but not the delivery cost.

  5. Our Returns Policy

    We hope you are pleased with your purchase. Should you wish to return any item(s) purchased from the TONI&GUY online shop, we will be happy to refund or exchange a product provided it has not been used and it is in a fully resalable condition. If you qualified for any free gift(s) on your order, these must also be returned in order for a refund to be processed. If the free gift(s) are not returned, you may be charged for the item(s) as well as your refund put on hold until the item(s) are received. Returns should be made within 14 days of the day after the date the item is delivered and in original, undamaged packaging. This applies to all of our products with the exception of digital items where the item has been downloaded and video or DVD products where the item has been unsealed.

    If the item(s) returned is/are not in a fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund. This does not affect your statutory rights.

    Please note that you will be responsible for the costs of returning the item(s) to us unless we delivered the item(s) to you in error, or if the item is damaged or defective. If we ask for a receipt to be included with your return, please ensure you only include the receipt. You should retain all the tracking information, proof of postage etc. If we do not receive the item back from you, we may arrange for collection of the item from your residence at your cost.

    For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than £50.

    To cancel your purchase within the 14 working day cooling-off period, please email us at returns@mascolo.co.uk. Please package the relevant item(s) securely and send it to us so that we receive it within 14 days of the day after the date that the item was delivered to you.

    As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item's normal delivery charge. For more information on your right to withdraw from your purchase within the 14 working day cooling-off period, visit the Department for Business, Enterprise and Regulatory Reform's website at: http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html

  6. Return a Damaged, Defective or Incorrect Item

    To return a faulty product or product delivered in error, please email us at returns@mascolo.co.uk within 30 days for a returns authorisation number before posting the goods. Simply indicate the reason for your return, include the invoice with your return, and wrap the package securely.

    IMPORTANT: YOU MUST RECEIVE A RETURNS AUTHORISATION NUMBER BEFORE SENDING ANY GOODS BACK TO US.

    We will replace faulty products with the same, or refund your credit/debit card if the product is no longer available.

    Please note that our returns policy is only valid for 30 days from receipt of goods. If goods are not sent to us by recorded delivery and/or in cases where goods are lost or not received, we cannot be held responsible for any loss sustained.

    In the event of a replacement being issued for a damaged, defective or incorrect item, you must, if requested, return the original item to us within 14 days of our e-mail confirming the issue of the replacement item. Provided you return this item to us within the 14 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 14 day period, we reserve the right to charge an amount equal to the price of your original order to the payment card that you used for the order.

    We will check all items returned as damaged or defective. In the event that we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.

  7. How do I review a Product?

    After purchasing goods online, you will be sent an email inviting you to leave a review for each product purchased. If you choose to provide a review it may be published on our site under the Reviews tab of the product it refers to. All reviews will be checked to ensure they do not:

    • Include hate speech, threats of violence, cursing, or libel
    • Include contact or personal information about another individual (phone number, name, etc.)
    • Include pornographic content
    • Harass another reviewer
    • Include references or links to other websites
    • Include content that does not relate to the product purchased
    • Include any copyrighted material

    In the event that a review contravenes any of the above, the review will not be published. We reserve the right to expand or edit these guidelines at any time as well as replicate any reviews outside of the website. We will also exercise our sole discretion in the interpretation and enforcement of these guidelines. Customers can request the deletion of their own reviews if they feel that they are no longer accurate depictions of their experiences; in these instances please email full details of your request to: info@mascolo.co.uk

  8. Promotions

    N.B Free gifts will be automatically added to the basket at checkout unless otherwise stated, i.e. requires a promotional code to be entered at checkout. All free gifts are while stocks last and may be withdrawn at any time and without notice.

    • Free TONI&GUY Brush on orders over £40
    • Not available with any other gift offers or gift card purchases.

    • Free TONI&GUY Travel Mirror worth £15
    • Offer only available with ghd Mini and Max Stylers

    • Free limited edition label.m Diamond Dust Candle
    • Offer only available with the purchase of 2 label.m Diamond Dust products. Excludes Diamond Dust Cracker

    • Free Detangling Brush worth £8.50
    • Offer available with 2 Color Wow products OR 2 Tangle Angel products OR 2 3D Hair products. No mix and match available between brands

    • Free TONI&GUY Thinning Scissors worth £92.50
    • Offer only available with TONI&GUY Interactive Scissors and TONI&GUY Mantis 77 Scissors

    • Free TONI&GUY Razor & Scissor Case worth £13
    • Offer only available with TONI&GUY B19 scissors, TON&GUY C16 scissors and TONI&GUY Identity Scissors

    • Free Wella Elements Tote Bag with every Elements product purchased
    • Across all Wella Elements products

    • Free Cloud Nine The O Roller Clips S1 20,30,40mm (4)
    • Offer only available with the purchase of Cloud Nine The O Pod

    • Free Redken Mega Mask
    • Offer only available when purchasing 2 products from Color Extend range. Offer excludes Redken Litre Duos. Offer not able to mix & match

    • Free Sebastian Tote Bag with the purchase of any Sebastian product
    • Offer only available on Sebastian products

    • Free Nioxin White Thermal Brush
    • Offer only available when purchasing any 2 Nioxin products

    • Nioxin 100% Money Back
    • Nioxin offers 100% 30 day Money-Back Guarantee if you are not completely satisfied with the Nioxin trial kits. For full details please refer to the pack.

    • Free Anti-Frizz Tote Bag with any 2 Anti-Frizz products
    • Cheapest products Free. Only available when purchasing a minimum of 2 Anti-Frizz products

    • Free TONI&GUY Unbreakable Bands - Bright
    • Offer only available when purchasing any 2 selected Wella Care products. Free gift is limited to one per basket

    • Free Travel Bag with the purchase of any Biolage R.A.W product
    • Offer only available with the purchase of any Biolage R.A.W product

    • Free Redken All Soft Mega Sheet Mask
    • Offer available with the purchase of any 2 Redken products.

    • Free TONI&GUY Pocket Mirror
    • Offer available with the purchase of any 2 selected Wella products.

    • Free label.m Wash Bag
    • Offer available with the purchase of any 2 label.men products

    • Money Back guarantee - Pureology
    • Offer available with the purchase of any Pureology products. Ts&Cs apply

    • Free Shu Uemura Essence Absolue (30ml)
    • Offer available with any Shu Uemura product. Limited to 1 per basket

    • Free Kérastase Mirror
    • Free Kérastase Mirror with the purchase of any 2 Kérastase products

    • Free TONI&GUY Tote Bag
    • Free TONI&GUY Tote Bag with any ghd Curve products. Excludes gift sets

    • Free Moroccanoil Treatment (10ml)
    • Free with the purchase of any Moroccanoil products. Limited to one per basket

    • Free label.m x i-am-chen Umbrella
    • Offer available with the purchase of any 2 Create or Complete products or any selected label.m electricals.Full size products included in offer not minis

    • Free Kerastase Summer Pouch
    • Offer available with the purchase of any 2 Kerastase Elixir products

    • Free Baxter Super Shape Moisturiser
    • Offer available with the purchase of any Baxter product. Limited to one per basket

  9. Gift Cards

    Give the gift of style with our Gift Card redeemable against any favourite hair product, hair treatment or salon service. Available for purchase online. Only redeemable in TONI&GUY and essensuals salons in the UK. For full Terms & Conditions click here. Gift cards do not qualify for site-wide free gift. Gift cards are excluded from the site wide Flash Sale

  10. Problems and Questions

    If you have any problems with your order, please do not hesitate to contact us at info@mascolo.co.uk