Help + FAQs
Frequently asked questions about our hair care:
Can I try out your products before I decide?
We’ve made some infographic charts which may help you with any decision making. The best way to try our range before committing to a product is with our samples. We do a Discovery set, too. It has a bit of everything (in relation to shampooing and conditioning) so you can experiment to find the perfect combination for your hair.
Are all Hairy Jayne products plastic free?
We strive to make products that are as free from plastic as possible. All of our solid shampoo and conditioner bars are completely plastic free. When we post out orders, we only ever use paper based mailers, wrapping, tape and labels.
When it comes to packaging our liquid products, we haven’t managed to 100% avoid plastic. However, we’ve found solutions that minimise plastic drastically. We use a biodegradable compostable bio-plastic for our refill pouches. Our reusable plastic pumps and sprays (on our aluminium and glass bottles) can be kept and used again with your next purchase.
Any plastic waste from the ingredients we source from our suppliers is washed and sent to Refactory in Hull. They process the plastic to reintroduce it back into the manufacturing supply chain, closing the loop and preventing it from ending up in landfill.
Is all of the product packaging that you use sustainable?
Solid shampoo and conditioner bars:
Our solid bars are available either in a recyclable cardboard box (FSC Mix 70%), reusable and recyclable aluminium tin or wrapped only in paper with a paper label (the ‘naked’ option).
Liquid shampoos and conditioners:
Our brushed aluminium shampoo and conditioner bottles and are endlessly reusable. They have reusable, screw-off pumps – the regular 250ml bottles have a 24mm neck pump and the 500ml jumbo bottles have 28mm pumps. The labels can easily be peeled off if you wish to reuse the bottle for a different purpose. They have an internal EP lacquer which creates a corrosion resistant seal and they are 100% recyclable.
Shampoo and conditioner refills:
The pouch inside our biodegradable refill pouches is made from a bio-plastic which will degrade within 2-5 years, breaking down into environmentally benign materials. The sticky labels are made from sugar cane fibres so are biodegradable, too. The outer box is made from 100% recyclable cardboard.
Hair oils and hair perfumes:
The amber glass bottles we use for our hair oils and hair perfumes are endlessly recyclable. The atomiser spray attachments are reusable for all of the hair perfume bottle sizes (all have 18mm necks). The pipette attachments for our oils can be kept and reused, too, but with 50ml glass bottles only (due to the length of the pipette). The labels are easily peeled or soaked off if you wish to repurpose the glass bottles.
Dry shampoo:
The white aluminium talc bottles that we use for our dry shampoos are refillable and made from easily recycled aluminium. The lid can be removed and the labels are easily soaked off if you wish to repurpose the talc bottle. If the lid can’t be easily removed by hand we suggest using pliers. The refills come in completely plastic free and recyclable paper based packaging. The refill bag is glassine which is made from wood pulp and is biodegradable and compostable.
Sample sachets:
The sample sachets we use are biodegradable and compostable. They have a brown kraft paper outer and a bio-plastic layer inside, in order to hold liquids. The zipper is also made from a home compostable material.
Are your hair care products natural?
Our hair care range is made with a high percentage of naturally derived and biodegradable ingredients. Some Hairy Jayne products are actually 100% natural, and this is mentioned in the individual product listings. We don’t use any unnecessary synthetic ingredients, such as artificial colours or fillers. We do use some friendly synthetics in some of our range (at small and very safe levels) to ensure that the formulation performs optimally, is functional and is reasonably affordable.
For instance, in some products we use cyclomethicone (which is synthetic) as it is a very good heat protector for hair. We use a paraben free synthetic preservative in our water-based products (liquid shampoos and conditioners). And instead of 100% natural Neroli essential oil (which is very expensive) we use a fragrance oil (parfum) instead in our Musk scent.
We aim to be as transparent as possible when it comes to the ingredients we use and have them listed under each of our hair care products. If you have any queries relating to any of our ingredients, please don’t hesitate to get in touch.
What’s the shelf life of Hairy Jayne hair care products?
Our products have BBE date which is 2 years from the date of manufacture. BBE stands for Best Before End and refers to when the product should be used by for quality purposes. If a product isn’t showing signs that it has gone off (ie mould, unpleasant odour) it can still be used after the date but might not be as effective or fragrant.
The BBE date and batch number can be found hand-written on the label of each product. The batch number is made up of 6 digits. The Best Before End date is the month and year it is best to use the product by (for example 04/22 is April 2022).
My product is separating, is it OK to use?
Our products are all made with naturally derived ingredients and don't have any unnecessary synthetic ingredients. Some separation may occur if it its unused for a while or if there is a change in temperature or surrounding conditions. The product is still perfectly fine to use (if the Best Before End date hasn't passed). Simply shake the product well or the end of a clean spoon to re-mix the product.
I'm not sure if I'm using my product right?
If you've read the Directions of Use on your product packaging or underneath the product listing on our website and you're still unsure if you're using the product correctly, please leave a message on our contact form. Or use Shopify Inbox on the side of your screen. Let us know the issue, your hair type and how you are using your product and we'll do our best to guide you.
Is your hair care range vegan and cruelty free?
All of our Hairy Jayne hair care products are completely vegan and cruelty free. We don’t use any ingredients that are derived from or produced by animals. We don’t ever test any of our ingredients or formulations on animals and we only sell our products within the UK, where animal testing is banned. Formally Vegan Society registered (from 2018 until recently – unfortunately the yearly fees became unaffordable for us).
Do you do fragrance free hair care?
Two of the products in our hair care range are fragrance free. Our Dry Shampoo as no added fragrance (it is naturally scented by the lavender powder in it). Our Natural Beauty Oil has no added fragrance either. All of our other handmade hair care products have essential oil blends either added for benefit or fragrance.
Which are Hairy Jayne’s bestsellers?
Our bestsellers can be found here. Of the fragrance choices (Floral, Citrus or Musk), Floral is our most popular, followed closely by Citrus.
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FAQs about placing an order:
What forms of payment do you accept?
We accept payments from major credit cards, PayPal and Shop Pay, Apple Pay and Google Pay.
How do I use my discount code?
Your discount code can be entered after you click Checkout on the Shopping Cart page. Only one code can be entered per order (Shopify's rule not ours). So if you have two discount codes at the checkout you'll need to decide which one is the better one for you to use.
Why can't I place an order?
If you are getting the following error message: "There was a problem with our checkout. Refresh this page or try again in a few minutes." Unfortunately this is an issue with Shopify. They recommend clearing your cookies and cache and completely rebooting the browser before proceeding.
If you have a different issue with placing an order, please get in touch with screenshots of what is happening at your end and we'll look into it for you.
When do you ship orders and how long does delivery take?
All information about shipping and delivery can be found here.
Can I have free shipping?
We offer free shipping on all orders over £40. We also offer free local collections from our premises (more info here).
I’ve just placed an order but would like to make changes, what do I do?
Please get in touch as soon as possible by email if you’d like to amend your order. As long as it hasn’t already been taken to the post office we can help. If you’ve had an email notification that your order is on its way, unfortunately we can’t make any changes. In that case please get in touch once you've received your order if you'd like to exchange or return something.
How do I check the status of my order?
Once your order has been posted, you will get an email notification letting you know it’s on its way. Click on View Your Order to find the Royal Mail tracking reference number. The reference number link will take you to the Royal Mail Track Your Item page which will tell you if the delivery has been attempted or completed.
If your order has been put into a locker for collection, you’ll get an email with the collection details. In either case, if you haven’t received an email within 2 working days of placing your order, please get in touch via our Chatbot or by email.
Can I collect my order in person?
You can collect your order from our premises in Bristol. We have collection lockers which enable free collections any time. More information about collections can be found here.
My package has arrived damaged, what do I do?
Unfortunately mishaps do happen in the post. If your order arrives damaged please email us straight away (within 14 days of receiving it) with photos of the parcel. We’ll need images in order to make a claim with Royal Mail. We’ll then either send you a replacement or refund of whatever has been damaged.
My package has arrived with the wrong item(s), what do I do?
Sometimes mistakes do happen when we package orders. If your order arrives with the wrong contents, please email us straight away (within 14 days of receiving it) with photos of the parcel. We’ll then either send you a replacement or refund for whatever is missing.
What is your returns policy?
If you wish to return a product for any reason, please send us an email within 14 days of receiving your order with your reason for wanting to return the goods. Please note that due to the nature of the products, some liquid items may not be accepted for an exchange or refund unless they are found to be faulty.
Do you ship internationally?
We don’t yet have the necessary paperwork to sell Hairy Jayne products outside of the UK. We have Cosmetic Product Safety Reports that are applicable to the UK market only. Which is why we don’t offer any international shipping.
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Other frequently asked questions:
Do you do wholesale and do you have any Hairy Jayne stockists?
We do offer wholesale on our handmade hair care via our storefront on Faire. You will need an account with Faire to be able to buy our products wholesale. We have many stockists all around the UK. A list of our stockists can be found here.
I bought a Hairy Jayne product from one of your stockists, can I exchange or return it?
If you’ve bought one a Hairy Jayne product from a stockist you will need to arrange an exchange or return directly with whoever you bought it from. However if you have an enquiry regarding any of our products including how to use them, we’re more than happy to help.
Can I return a product I received as a gift?
If you were given a Hairy Jayne product but it isn't what you had in mind, unfortunately we can’t exchange it due to the nature of the products. If the product you were gifted is faulty in any way, please with email us with the gifter's first and last name and any related details or images.
Can I get credit from a gift voucher?
If you were given a Hairy Jayne gift voucher, the full amount must be used for one purchase. We can't issue credit on any outstanding balance of the voucher (ie if the voucher is for £10 but your order is less than £10 the difference won't be issued in credit. We recommend adding some smaller items to your order to make up the difference if you'd like to use the voucher in full. Gift vouchers can't be used in conjuction with any discount codes or loyalty points (the checkout can only process one code per order).
How can I make sure I hear about new products, launches and offers?
The best way to hear all of the latest Hairy Jayne news about new products, sales and discounts is to sign up to our weekly newsletter. The sign-up form can be found on our home page. You can opt out any time.
Do you do in-person events or run workshops?
We run in-person workshops at our headquarters in Totterdown, Bristol. Bookings and information can be found here on Yuup. We also trade at occasional craft fairs and festivals, which we post about on Instagram.
Are you looking to hire anyone to work for Hairy Jayne?
We’re always interested in hearing from people who might be a good fit for working with Hairy Jayne. Specifically for part time work in our workshop in Bristol, helping with our hair care production and order fulfilment. And generally, any freelancers who have experience working with social media, PR or marketing. If you’d like to introduce yourself to us, please email us your CV.
How do I ask someone about something that’s not mentioned here?
If you have a query about anything that isn’t in our FAQs, please email jayne@hairyjaynehandmade.co.uk. If you need some hair care advice, please give as much detail about your existing hair care routine as possible. Jayne will reply to you as soon as it’s possible for her to do so.
Please note that we don’t generally respond to cold call B2B emails because we just don’t have the time! If you email us with a business proposition and we’re not interested, please don’t expect a reply from us.