Frequently ask questions

1. What is Mayfair & Grace's Cancellation Policy for Appointments?


Cancellation And Late Arrival Policies

We know everyone has busy lives and on occasions circumstances beyond your control may mean you have to cancel your appointment or are unable to get to your appointment on time. We’ll be as flexible as we can in accommodating this, however the following policies will apply.


Cancellation – 48 hours notice please.

If you need to cancel your appointment, please just let us know as soon as possible before hand, but at least 48 hours before your appointment. It’s that easy, job done!


If the cancellation is less than 48 hours notice we will try to re-book the slot, if we cant, we may charge you the full cost of the appointment.


Late Arrival? We may not be able to do your hair or treatment.

Arrival more than a few minutes late for your appointment means we cannot spend the time we need to give you a proper service, however we will do our utmost to accommodate Clients but we may not be able to do your hair or treatment.


How longs a few minutes? For a 30-minute appointment (e.g. Blow Dry’s or Facial) a couple of minutes is ok, but 10 minutes is a third of the appointment. For longer appointments we have a little more flexibility, but not too much.


We know these policies may be frustrating for Clients who have to cancel at short notice for genuine reasons or who arrive late through no fault of their own, but we also have a duty of care to our other clients to keep to their appointment times.


Our Stylists and Therapists run busy columns and a late cancellation or no show for an appointment means someone on the waiting lists misses out. We will happily rebook a new appointment for you as soon as possible though the following may apply:


  • We may request pre-payment for services if you’ve been late for several appointments


  • We reserve the right to charge the full price of appointments that are missed due to client lateness or no shows.



We want you to leave us looking and feeling fantastic ……

2. Do I need to create an account to shop with

Of course we would prefer you to join our exclusive club of valued account holders, however in order to ensure you can complete your purchase in the quickest way possible we also allow for a guest checkout. You will be offered the choice at checkout of either logging into an existing account, creating an account or continuing as a guest. If you continue as a guest you will be given the chance to enter all of your delivery and payment details without creating an account.

3. Which products can I return?

If you have changed your mind, that is not a problem. For hygiene reasons, products can only be returned if they are unopened, unused and in re-saleable condition with all tamper resistant seals, packaging and any cellophane intact and unopened. These unused items can be returned to us within 21 days. Before posting it back to us, please call our Customer Services quoting your order number and the reason for returning your order. We will then give you details on how to return the order. Once we have received your unwanted order we can then offer you a full refund.

4. Why haven't I received my delivery?

As soon as we dispatch your order you will receive an email confirmation that your order has been sent, if using a tracked postal service it will include a tracking number in the email. For United Kingdom and Channel Islands delivery options most of our UK orders arrive within 3 – 5 working days or even sooner if you have chosen the UK Super Express Service or Next Day delivery. Rest of the World Delivery (we do not currently ship to the United States or Canada due to circumstances beyond our control) will be charged at £10 please allow up to 10 working days for international deliveries to arrive. Please note that orders may occasionally be delayed due to public holidays or bank holidays and we recommend that you allow extra time for your order to arrive during these busy periods. We do offer Next Day delivery if orders are placed before 4pm GMT at a charge of £6.50. Next Day Delivery orders sent to the UK & Channel Islands are normally delivered on the next working day before 1pm, however outlying areas such as the Highlands & Islands may incur the usual delays experienced with Royal Mail deliveries.

5. What is your returns policy?

Returns Policy: For hygiene reasons, items can only be returned if they are unopened, unused and in re-saleable condition with all tamper resistant seals, packaging and any cellophane intact and unopened. Items must be returned within 21 days of dispatch.

6. Can I return items purchased with a Gift Certificate?

Yes - using a Gift Certificate is considered to be the same as any other form of payment. If you are returning the item for a replacement, one will be sent out as soon as possible, however if you are wishing to receive a refund this will be managed by applying a credit to your account with as there has not been an alternate payment method.

7. How do I return/replace a product?

Before posting it back to us, please call our Customer Services quoting your order number and reason for returning or exchanging your order. We will then give you details on how to return your order. We are sorry but we do not offer a free returns service. We recommend that you post any returns to us using a postal tracking method or alternatively obtain a "certificate of posting”, as we cannot be held responsible for any items without proof of posting.

8. Can I cancel or return a Gift Certificate?

Sadly it is not our policy to allow our customers to cancel or return Gift vouchers. We offer a huge range of products and with free delivery on offer we would like to think we have a beauty product to suit everybody.

9. I have lost my Gift Certificate?

No need to worry! We keep track of all the Gift vouchers we issue, so please contact us via email and we will email you details of your Gift Certificate code as soon as possible. We will only email the Gift voucher codes to either the email address used for the purchase or the original email recipient.

10. Do I have to sign for my delivery?

Standard UK deliveries are not tracked and will not require a signature. If you have selected Next Day Delivery then this will need to be signed for. When you proceed to Checkout there is a box where you can fill out any special delivery instructions that you may have to ensure that delivery is most convenient for you. For example "please leave with neighbour at number 10" or “please leave in garage".

11. Is it safe to shop online?

It is very safe to shop online with a trusted retailer. All sensitive information is handled automatically by our payment providers Barclaycard & Paypal. Mayfair and Grace Ltd does not at any time handle any of your payment details. Our secure payment providers utilize industry-standard Secure Sockets Layer (SSL) technology and other high security techniques to allow for the encryption of critically sensitive information like your credit card details. Information passed between your computer and our payment providers cannot be read in the event someone else intercepts it. This technology includes, but is not limited to: Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure. Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server. Data Integrity - this checks the data being transferred to ensure it has not been altered. In the unlikely event that there is unauthorised use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.

12. What if I have an allergy or allergic reaction to a product?

We are sorry to hear that you are experiencing problems, very occasionally people have reactions to certain products they haven't used before. Please read the manufacturers leaflets which come with most cosmetics and creams prior to use to see if they are likely to cause you a problem. In all cases we recommend you visit your doctor in the first instance. We have a special form that needs to be filled in if you do have a reaction to any products so we can advise the manufactures of the symptoms and problems encountered. Please contact us on 01793 85 81 85 if you need to report a problem.

13. May I use more than one discount code?

From time to time we issue discount codes. We have a discount code box situated at the "Checkout" where codes can be entered. You must take care when entering codes as they are case and space sensitive. You may only redeem one code per transaction so we advise you to choose the promotion best suited to your purchase.

14. VAT and Customs Tax.

Prices are shown inclusive of UK VAT at 20% where applicable. Our VAT number is 158 1183 09. All countries outside the EU have additional custom charges which may be applied to your order when it reaches its country of destination. We regret that we have no control over these charges or able to predict what the costs might be. For further information please contact your local customs authority for clarification. Unless otherwise stated your order will be sent using Royal Mail who will then pass the package to the Standard International Postal Service in your country. We will put the value of the goods on the outside of the package using the internationally recognised CN22 form, which should make the customs clearance quicker. Please not that Mayfair and Grace is not able to refund any customs or import duties paid.

15. I would like an exchange or refund for a product I ordered?

If your product has not been opened or used, we will happily accept it back for a refund or exchange. Please note that we can only exchange an item for the same product, the same product in a different shade, or for a different product of the same price or lower price than the original item (if lower we will refund the difference). Please state clearly on the returns note your reasons for return and whether you'd like a refund or exchange, and for which product. Exchanges are usually processed and dispatched within a few days of receiving the goods back.

16. My order has arrived damaged, what now?

We take the utmost care in packing and shipping your products, although unfortunately some items can, on the rare occasion, get damaged in the post. Please contact us immediately if your order has arrived damaged, making it clear whether you would like a refund or replacement.

17. Are your products the same as you'd find on the High Street?

Please rest assured that at, we pride ourselves on selling only the very best in beauty. We work directly with the beauty brands themselves or their licensed distributors just like the big department stores. At Mayfair and Grace we are committed to providing the best service to our customers in every way we can. We hope that you are pleased with all purchases you've made from us and that you will never have reason to complain - but if there is something you are not happy with, we would like you to tell us so that we can try to put matters right. We pride ourselves with giving our customers the best possible service, because that is what they deserve.

18. Which payment methods do you accept?

We accept Visa, MasterCard, Maestro and PayPal.

19. How do I change my account details?

It is easy to update or change personal details by clicking the 'My Account' link at the top of our website, login to your account and then you are able to amend your profile settings, preferences, and payment methods and address book etc.

20. I can't find the product I am looking for?

We are always expanding our product range and if there is anything you can’t find, please let us know as we would like to help you. Your suggestion will automatically enter you into our free monthly prize draw to win a £20 voucher to spend with us!

21. I am having difficulties using the website.

If you are having problems with the operation of the website please contact us via email at Please state the type of device, which operating system and the name of the browser you are using and we should be able to resolve the problem right away.

22. When will I receive my order?

We expect to post all orders within one working day. Most of our UK orders arrive within 3-5 working days or even sooner if you have chosen the UK Super Express Service or Next Day Delivery. Please note occasionally orders may be delayed due to public holidays and bank holidays and please allow extra time for your order to arrive during these busy periods.

23. Do you deliver to BFPO addresses?

Yes we are delighted to say we deliver to all BFPO addresses.

24. How do I purchase a Mayfair and Grace Gift Certificate?

We all have that friend or family member who is difficult to buy for and luckily our Mayfair and Grace Gift Certificate is the perfect gift for everyone. To purchase a Gift Certificate, go to our Gift Certificate section and simply choose the value you wish to give from the available denominations of £5, £10 and £20. Then confirm all the details of the very lucky recipient and include a personal message if you wish. Once you've entered these details and saved them you simply choose the quantity you wish to purchase and then add them to your basket like any other item. All Gift Certificates are sent via email to the recipient's email address unless you leave it blank in which case we will send it to you. Please take extra care when entering these details. It’s quick, easy and a great gift for any lover of fantastic beauty products; we really do have something for everyone. Mayfair and Grace gift certificates are valid for a period of 1 year from the date of purchase.

25. What is the Mayfair and Grace Loyalty club?

This is our loyalty scheme, the Mayfair and Grace Loyalty Club allows you to collect rewards. These rewards can be redeemed against future purchases. 5 Loyalty rewards are issued for every £1 spent, 1 reward is worth 1p.

26. How do I use a promotional, voucher or gift certificate code?

Whether you've received a promotional code on one of our newsletters, been given a gift certificate, spotted an offer on our Facebook page or Twitter or have won one of our amazing competitions, the good news is these are easy to use. So how do you redeem it? Simply shop in the normal way. When you get to the check out process just enter the code and, providing the code is valid for the items you are purchasing or there are funds on your gift certificate any discount will be applied in the normal way. Promotional and voucher codes may be valid for single use, multiple uses and be time limited. Gift certificates may be used time and again until the entire value is used. Gift certificates are valid for a period of 1 year from the date of purchase.

27. What if my voucher or gift certificate code doesn't work?

If your voucher code doesn't work it is likely to be because: It has expired, it is related to a product you have not purchased, it is a single use voucher and you or someone else has already used it, or it is a voucher created specifically for another customer. If you believe your voucher is valid but are still having problems please contact us before you check out so that we can resolve the problem. If your gift certificate code doesn't work it has either expired (it's valid for a year) or you have used all the available funds on the certificate. Again, if you think there is a problem please contact us.

28. Do you offer a gift wrapping service?

When you purchase anything from, everything is sent out beautifully gift wrapped. There is no extra cost for this – it is what you deserve! You can personalise your gift with your own special message during the checkout process. When you select your shipping option you will see a question that says 'Is this order a gift?'. Simply tick the box and write your message in the box that appears. We'll do the rest.

29. How can I sign up to your newsletters and promotional emails?

There are two easy ways to sign up for emails. If you are a guest or visitor to our website simply enter your email address in the sign-up area at the bottom of every page. If you have an account set up with you are also able to change your subscription preferences within your account preferences screen.