WHITE HOT FAQS

If you have any queries at all please call our customer care line on 0844 4633978 or email us on [email protected]. Please bear in mind that our working hours are Monday to Friday from 9am – 5pm (GMT). Any emails sent after 4pm on Friday (GMT) will be responded to first thing on Monday morning.

If you’re in the transition phase and are still colouring your hair, we recommend using Glorious Shampoo and Luminous Conditioner as these are ultra-moisturising and will nourish your hair as well as giving it a shine-giving cleanse. However, we do not recommend using Brilliant Shampoo and Intense Lustre Mask as these contain optical brighteners which are designed to banish dull and yellowy tones in white and grey hair and can sometimes lift the colour of dyed hair.

As Brilliant Shampoo and Intense Lustre Mask contain optical brighteners which are specially designed to banish dull and yellowy tones in white and grey hair, if used on dyed hair they can sometimes lift the colour. Therefore, we do not recommend using these particular products on hair that is dyed grey or silver. However, your newly dyed hair may feel in need of moisturising, so you could use Glorious Shampoo and Luminous Conditioner which will nourish your hair as well as giving it a shine-giving cleanse.

We will only email you if you have specifically given us consent to do so. Don’t worry, we won’t bombard you with emails and we will never share your information with anyone else. White Hot complies with the standard procedures laid down in the UK Data Protection Act to ensure that the personal information you give us is kept secure and processed fairly and lawfully. You can unsubscribe from our newsletters at any time by clicking the ‘unsubscribe’ button at the bottom of the emails or by emailing [email protected].”

Returns

At White Hot, customer satisfaction is very important to us. We want you to be happy with your White Hot products and if for any reason you are not, we will happily issue an exchange or refund to the original credit card for any unopened merchandise bought on www.whitehothair.co.uk. The items must be returned within 28 days of the date of purchase, and the products must be unopened and in original condition. You must pay the cost of the return postage and White Hot will cover the cost of your original postage.

If you wish to return your goods please get in touch with us at [email protected] or on 0844 4633978. This does not affect your statutory rights.

Returns Address:

White Hot Products Ltd

Ruddington Manor

Manor Park

Ruddington

Nottingham

NG11 6DS

 

Cancellations

Once you have placed your order, it goes into the system and you won’t be able to make any changes. Of course, if you make a mistake in your order, you can contact us at [email protected] and we can sort it out for you.

In accordance with Consumer Protection regulations, you may cancel your order up to 7 days from the day after you receive your goods and we will issue you with a refund. We will need written confirmation of cancellation from you, so please get in touch with us at [email protected].

If you have already received your order, you will need to return the products that you wish to cancel. The products must be unopened and in their original condition. You must pay the cost of the return postage.

Returns Address:

White Hot Products Ltd

Ruddington Manor

Manor Park

Ruddington

Nottingham

NG11 6DS

Our shampoo contains a small amount of optical brightener and a touch of violet pigment which neutralises yellowy or brassy tones in white and grey hair. It also works on natural and bleached blonde hair.

We recommend you use Brilliant Shampoo once or twice a week or when your hair looks in need of a brightening boost. We suggest you don’t use it every day or leave it on your hair for more than 5 minutes, but simply wash it in and out as you would with any shampoo. If you overdo it, you could see a ‘bluey tint’ that will fade once you go back to Glorious Shampoo which is designed to super-cleanse white and grey hair without the additional brightening boost.

Brilliant Shampoo is the main brightening product and our deep conditioning Intense Lustre Mask also has a touch of brightening pigment.

As with any beauty product, you should take care when using something new if you have known allergies. If you are allergic to hair dye it is important that you do not use any hair colouring product until you have undergone patch testing with a dermatologist. While Brilliant Shampoo and Intense Lustre Mask contain a very small amount of pigment, you should seek immediate medical advice if you experience any adverse reaction.

Glorious Shampoo contains no pigment but has super cleansing ingredients that are particularly effective at ‘colour grabbing’ yellowy tones from white and grey hair.

Our shampoos contain SLES (Sodium Laureth Sulphate) as a cleansing ingredient because it is effective at low concentrations for the superior cleansing that white and grey hair needs. It is used at this low level to give a mild but effective cleanse. As with all cosmetics, the formulations are assessed for safety by an independent toxicologist before we sell them.

Whilst there are advanced technology silicones in all products except for the Shooshing Crème – these are modern silicones delivering conditioning shine and comb-ability. They should not cause discolouration.

Grey hair is actually a mix of white and hair that still retains some pigment. White Hot formulations are designed to care for hair at all stages on the transition to grey and can add dazzling shine and bounce to all stages of greying hair.

The products are formulated for the specific needs of grey hair but can be used by all hair types. The Brilliant Shampooand Intense Lustre Mask contain brightening ingredients which are particularly beneficial for white or grey hair that has become yellowy or discoloured.

All of our products are suitable for Vegetarians. All of our products, with the exception of Shooshing Crème which contains Lanolin, are suitable for Vegans.

White Hot products are not tested on animals; they are made in Britain and are formulated to comply with the principles of Cruelty Free International with a fixed cut off date of 11/03/13.

We’re a British company and our products are manufactured in the UK.

Yes, the PH and base ingredients are formulated to be compatible with perms.

We made the decision to put our signature Shooshing Crème into a handy tube, making it easier to use on the go and perfect for travelling. The new tube has an extra 10ml for the same price as the original tubs, and the formula has not been changed.

As a first port of call we would suggest that you check your spam email folder, as order confirmations have been known to end up there. If after a while your confirmation hasn’t arrived in your inbox and it’s not to be found in your spam folder, then please feel free to give us a call (0844 4633978) and we will be able to confirm for you whether or not your order has been successful.

We are a company with a small team of real people! You can contact us 24/7 at [email protected] and by telephone during office hours on 0844 4633978.

If you make a call to White Hot, the call rates are chargeable at 2p per minute from a BT landline. Please be aware though, that calls made from other operators and mobile phones may be charged at higher rates, so do check with your provider before calling us.

Also, our founder, Jayne, would love to hear from you and you can e-mail her at [email protected].

You can also find us on Facebook and Twitter.

VAT number: 152 5195 18

If you are having problems ordering, take a look at the following tips that may help: 1. Make sure you are using Google Chrome as this is the most efficient browser for our site 2. Reboot the web page or refresh the site 3. Clear your cookies/cache, this will remove any stored glitches in your browser 4. Make sure all information fields are filled in correctly 5. Make sure your billing address matches those on the card you are using 6. If your account isn’t working please check out as a guest 7. If you have done all of the above and are still experiencing problems, please contact [email protected]

White Hot products do NOT contain parabens.

By sending an email address you are confirming that the recipient is happy to be contacted by White Hot. Recipients can unsubscribe at any time. Customers who send valid email addresses will receive a 20% discount code, as will the owner of the email address provided. One code per person. Code is valid for one use only. Code cannot be used in conjunction with any other offer.

Palm oil is widely used in the manufacture of cosmetics ingredients. Although White Hot does not use palm oil as an ingredient in its own right, derivatives may be found in some of our ingredients, for example, Sodium Laureth Sulfate. Wherever possible, we use derivatives that are sourced from sustainability schemes such as Round Table for Sustainable Palm Oil.

*While stocks last. *No cash equivalent. *This discount cannot be used in conjunction with any other offer.

Terms and conditions: * Customers will receive 20% off any White Hot product, gift or bundle from Monday 21st October to midnight (GMT) Monday 28th October 2019 from the White Hot website * While stocks last * No cash equivalent * This discount cannot be used in conjunction with any other offer

We know we have many loyal customers who usually buy their White Hot products through the Boots website; however, after the 7th April 2019 Boots.com will no longer be stocking White Hot. We are a small but growing independent hair care brand, and unfortunately we couldn’t meet the sales expectations that Boots requires.

You can still keep your glorious white and grey hair in top condition with all of your favourite products on the White Hot site. And we are also available at many other online retailers including Amazon, Look Fantastic, Feel Unique and All Beauty. In addition you can find us in selected Waitrose stores.

We’d like to welcome our Boots customers into the White Hot community, so we are offering 15% off everything from our online shop. Simply use the code SWITCH15 at the checkout.

We are a friendly British company with real people to talk to, and we pride ourselves on our customer care, should you need any help with your order.

*no cash equivalent *we cannot substitute the prize *competition is only available through Instagram *competition closes on Monday 9th September 2019 at 5.00pm *Winner will be announced by Tuesday 10th September 2019 by 5pm

* Customers will receive any 3 chosen full-size products for £30 between 12th and 19th February 2020 (midnight GMT) * Cannot be used in conjunction with any other offer * While stocks last * No cash equivalent * Maximum of 5 offers per customer * Offer only available on full sized products, not bundles and gift sets

If the website is not accepting your email address whilst placing an order, it might be for a number of reasons. Here are the most frequent reasons why this may happen: 

• If you have copied and pasted your email address into the email address field, this can sometimes cause the system to glitch and not recognise your email address. We would recommend typing it in.
• If you have the ‘create account’ button ticked, and have not created a password. Please either untick the box if you would prefer not to create an account. Or place your password in the password box.
• If it still comes up with an error, it may be because you have already created an account. You need to be logged into your account to place your purchase.

Alternatively, if you are still struggling to place your order, the White Hot Team can help you to do so over the telephone. Please call us at 0844 4633 978 and we will help you.