Terms and Conditions

We are dedicated to providing you with the best customer service.

Please feel free to contact us if you need anything.

We offer shipping to addresses within the United Kingdom and Scottish Highlands only. Please note orders to Northern Ireland may add to delivery time. Due to the UK leaving the European Union, we are currently unable to to deliver to Jersey Guerney & Isle of Man. 

Orders are processed and shipped on working days only. (Monday - Friday, excluding bank holidays.) If you wish to receive tracking please contact hi@rootsandlocks.co.uk and include your ORDER number in the subject heading. 

Our delivery is fulfilled by The Beauty Crew. 

Standard Shipping- £6.50

Order straight to your front door. Time 2-3 working days. Fully tracked service.

Orders

Upon ordering, you should receive an email confirmation with your order (don't forget to check your spam). Once an order has been placed we are unable to cancel or edit the order.  Please check all information is correct before purchasing.

Returns

Please contact us within 48 hours of delivery if there are any issues with your order. 

If you feel your order went through, however you do not have a confirmation email - please contact us before replacing the same order. 

If for any reason, you are not satisfied with your Roots & Locks order, you have fourteen days in which to let us know. (hi@rootsandlocks.co.uk) We will then let you know how to return the order- please note, you will have fourteen days in which to return the order from us letting you know the returns procedure. Returns are processed within 5-7 days of receipt. This can then take 7-21 days to process. Refunds on credit/debit cards can take up to 30 days depending on your bank. 

Unfortunately our original and return shipping fees are non refundable. 

We cannot offer partial refunds on kits, sets or packages. If you receive a free gift, sample or promotional item in addition to your order, this will need to be also returned to fulfil your refund. 

We cannot offer exchanges and we can only accept returns for orders purchased directly on our website. If products are purchased from our retailers, please contact them directly for returns.