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Customer Service

  • Shipping & Delivery

    When will my order be despatched?
    We normally expect to despatch all orders within one working day, however in the run up to really busy periods like Christmas we may take up to 3-5 days for some orders due to the high volumes.

    Priority orders and Special Delivery orders placed before midday are normally dispatched on the day of order (Monday to Friday). For further information or assistance please contact us using our contact us page and we will respond as soon as we can.

    How much is delivery?
    We work very hard to keep our postage and packaging costs as low as possible and we know how important it is to get your products to you both quickly and securely and wherever possible we dispatch orders within 24 hours of receipt of your order.

    How is my order delivered?
    For UK deliveries The Pro Hygiene Collection® uses both The Royal Mail and our preferred UK domestic courier network. For non-UK customers, The Pro Hygiene Collection® DHL” signed for’ delivery and signatures are required where appropriate to ensure your goods arrive safely.

    Please make sure that deliveries are shipped to an address where a signature can be obtained. Your parcel will be kept at your local post office if there is no-one available to accept delivery. We will deliver to the address as you enter it so enter carefully! If you can’t get down to the post office to collect your parcel it will be returned to us and unfortunately a further charge will be required in order for us to ship to you again.

    Where do you deliver to?
    We deliver anywhere within the UK and across the world and shipping depends on the volume and weight of your order. When you process your order, you will see your shipping cost options in order for you to review and confirm before placing your order.

  • Returns & Replacements

    We hope that you are happy with the items you have ordered and we work hard to ensure that every order leaves our warehouse correct and perfect packed.

    As with everything, mistakes can occasionally be made. If an error should occur, please notify us immediately in writing to orders@divaprofessionalbeauty.com within 48 hours of receiving the goods, and our customer service team will work quickly and efficiently to ensure it is rectified with as little inconvenience to you as possible. When goods have been ordered in error or are not as expected, the Company may agree to their return on the following conditions. A request must be made to The Pro Hygiene Collection® within fourteen (14) days of receipt of goods. Carriage charges will not be refunded. Goods which are given free, as part of an offer, are not exchangeable or refundable, unless the full offer is returned, subject to normal conditions. Faulty goods returned for testing can take up to 21 days. Special non-standard items cannot be returned. If you wish to return unwanted goods please ensure that any product you have bought is in original condition, unworn or unused and sent back to us with its original packaging. Returned goods will only be accepted where a Returns Authorisation has been given. The relevant reference number must be quoted on accompanying documentation. For your own protection, please obtain a receipt from the carrier as the Company accepts no responsibility for lost parcels. Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.

    Returns Department
    Diva Professional Beauty
    Holst Studios
    1A Terrace Gardens
    London
    SW13 0HD

    Your Statutory Rights are not affected.

    Claims
    Claims for loss or damage to goods in transit cannot be accepted unless the Company is advised within 48 hours of receipt of goods in the case of damage. The Company must be informed in writing within 14 days of the date of invoice in the case of loss. The Company will not entertain claims made outside the stated time limits and any loss or damage will be deemed to have occurred after delivery to you. We will have the goods returned to us and pay the cost of the return shipping.

    See terms and conditions. for full details.

    Why don’t you offer a free returns policy?
    The only way we could offer our customers free returns would be to absorb the returns costs into the price of our products which means everyone pays more. Here at The Pro Hygiene Collection®, we try to keep our prices as low as possible.

    How do you process my refund?
    All refunds are made via our secure on-line payment system. We don’t see your card details and the payment will go back onto the same card you used to make the original payment via PayPal. We are not able to refund any delivery charges unless the item is faulty.

  • Ordering

    Ordering is simple online whether you are wishing to order just one bottle of our magic Antibacterial Makeup Spray or a large order for your school, or a gift, or you are a retailer making your regular monthly orders. You can sign in as a guest or set up and account. If you are trade or an industry professional and wish to take advantage of trade and pro/student discounts, you will need to set up an account. If you don’t then you will be eligible for discounts. To set up an account – click here and follow the steps.

    Trade, beauty brand, educational and wholesale accounts
    Please ensure you select the right type of account and note that all trade, wholesale and educational accounts will need to be reviewed and verified before you can shop online. Once your application has been received, you will receive an acknowledgement that your application has been received and once reviewed and approved, you will receive your account log in details allowing you to order online in your own client account area.

  • Payment, Pricing & Promotions

    Payment and secure shopping
    Orders online are paid for by credit/debit card transactions are processed by secure online payment provider Pay Pal. All orders are priced in and are payable in UK Sterling. All orders must be paid for in full before dispatch unless account credit terms have been agreed according to the seller’s terms and conditions for credit facilities. All transaction information passed between The Pro Hygiene Collection® (Diva Professional Ltd) and Pay Pal is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted. Data passed to Pay Pal’s servers cannot be examined, used or modified by any third parties attempting to gain access to sensitive information. Pay Pal stores and converts a customer's sensitive payment information into a secure token or "alias". This token is then used by The Pro Hygiene Collection® to receive or refund payments to secure without having to ask for any personal information.

    Pricing
    All orders are priced in and are payable in UK Sterling and is subject to change.

    Taxes and duties
    Orders delivered to countries outside the EC fiscal area will not have VAT (UK Tax) charged on them. Please note that depending on your order and country, you may be liable to pay local taxes and duties on receipt of your order, for which The Pro Hygiene Collection® (Diva Professional Ltd) cannot accept liability.

  • Viewing Orders

    You can view the status or your order live online by logging into your account. Your will receive automatic notification from us to acknowledge your order, payment and shipment. We try not to overload with emails as we know it can be very annoying – so we just let you know the basics.

  • Updating Account Information

    Simply log into your account and you can manage your account information.

  • Terms and Conditions

    Please read the following carefully. Your use of use of The Pro Hygiene Collection® web site (theprohygienecollection.com) and the purchase ("Order") of products ("Product") from it means that you ("You") agree to these terms and conditions ("Terms"). Click here to see full terms and conditions

  • Product FAQ

    On our product pages you will find a tab that provide FAQ by product range along with answers. We love to hear from our customers, so please do email us if you want further information or have questions about specific products that are not answered in the FAQ. Get in touch at info@divaprofessionalbeauty.com

  • Contact us

    The quickest way to contact us is by email. We will reply within 24 hours Monday to Friday. Please follow this link and complete the short email enquiry form or email us at orders@divaprofessionalbeauty.com

    Diva Professional Beauty
    Holst Studios
    1A Terrace Gardens
    London
    SW13 0HD
    United Kingdom