Question 1

How long does it take for my order to be dispatched?

Accepted Answer

We aim to dispatch all orders within 3 business days of receiving your order. During busy periods or sale events, processing may take slightly longer. You'll receive a shipping confirmation email once your order has been dispatched.

Question 2

Do you offer free shipping?

Accepted Answer

Yes! Orders over $100 qualify for free shipping anywhere in Australia. Orders under $100 attract a flat-rate shipping fee calculated at checkout.

Question 3

How long does delivery take?

Accepted Answer

After dispatch, delivery typically takes 2–4 business days for metro areas (Sydney, Melbourne, Brisbane, Perth, Adelaide) and 4–7 business days for regional and remote locations. These are estimates and may vary due to carrier delays.

Question 4

How do I track my order?

Accepted Answer

Once your order is dispatched, you'll receive an email from us with your tracking number and a link to track your parcel directly with the carrier (Australia Post or similar). You can also visit our Track Order page for help.

Question 5

Do you ship internationally?

Accepted Answer

At this time, we only ship within Australia. We hope to offer international delivery in the future.

Question 6

What is your return policy?

Accepted Answer

We accept returns on unopened, unused products in their original packaging within 14 days of the invoice date. Opened or used products cannot be returned for change-of-mind reasons.

Question 7

How do I initiate a return?

Accepted Answer

Contact our customer service team at info@jprofessional.com.au or call (02) 9533 1933 within 14 days of receiving your order. Our team will provide you with return instructions and a return authorisation number.

Question 8

How long do refunds take?

Accepted Answer

Once we receive and inspect your returned item, refunds are processed within 5–10 business days to your original payment method.

Question 9

Are there any restocking fees?

Accepted Answer

A restocking fee of up to 20% may apply for change-of-mind returns. Shipping costs are non-refundable unless the return is due to an error on our part.

Question 10

What if I received a damaged or incorrect item?

Accepted Answer

We sincerely apologise if you received a damaged or incorrect product. Please contact us within 48 hours of receiving your order with photos of the issue. We'll arrange a replacement or full refund at no cost to you.

Question 11

Are JPH products for professional use only?

Accepted Answer

Our product range includes both professional-grade formulas used in salons and retail-friendly products for home use. Some products in our salon-exclusive catalog are available only to verified salon partners.

Question 12

How do I find the right product for my hair type?

Accepted Answer

Use our Shop by Concern feature on the homepage to filter products by hair type or concern — whether that's colour-treated, curly, dry, fine, or damaged hair. You can also contact us for a personalised recommendation.

Question 13

Are your products cruelty-free?

Accepted Answer

We are committed to responsible, ethical manufacturing. Please refer to individual product descriptions for specific cruelty-free or vegan certifications, as these vary by range.

Question 14

Where can I find ingredient lists?

Accepted Answer

Full ingredient lists are included on each product's detail page. If you have a specific allergen concern or require more information, please contact us before purchasing.

Question 15

How do I become a JPH salon partner?

Accepted Answer

You can apply through our Salon Partner page or by submitting a Wholesale Expression of Interest form. We review all applications and will be in touch within a few business days.

Question 16

How long does the approval process take?

Accepted Answer

We typically review salon partner applications within 2–5 business days. Once approved, you'll receive login credentials granting access to wholesale pricing and our exclusive salon catalog.

Question 17

What are the benefits of being a salon partner?

Accepted Answer

Salon partners receive exclusive wholesale pricing, access to salon-only products not available to the general public, and the ability to place bulk orders. You'll also get early access to new product launches and dedicated support from our team.

Question 18

Is there a minimum order value for salon accounts?

Accepted Answer

Minimum order requirements for salon accounts are provided upon approval. Contact us at info@jprofessional.com.au for details specific to your business.

Question 19

How do I create an account?

Accepted Answer

You can create a retail account directly from the login screen on our website. If you're a salon professional, please apply through our Salon Partner page — your account will be set up upon approval.

Question 20

I forgot my password. How do I reset it?

Accepted Answer

Click the 'Forgot Password' link on the login screen and enter your email address. You'll receive a reset link within a few minutes. Check your spam folder if it doesn't arrive.

Question 21

What's the difference between a retail account and a salon account?

Accepted Answer

Retail accounts have access to our full public product range at standard pricing. Salon accounts (approved partners) additionally access exclusive wholesale pricing and salon-only products in our professional catalog.

Question 22

How do I update my account details?

Accepted Answer

Log into your account and navigate to your profile settings to update your contact details, shipping address, or password. For salon account changes, please contact us directly.

Frequently Asked Questions

Ordering & Shipping

Returns & Refunds

Products

Salon Partners

Account

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