How do I place an order?

Browse our products, add items to your cart, and checkout. We accept all major credit cards, PayPal, Apple Pay, and Google Pay. You can checkout as a guest or create an account for faster future purchases.

How do I track my order?

Once your order is dispatched, you'll receive an email with your Australia Post tracking number. You can track your package by:

• Clicking the tracking link in your shipping confirmation email
• Logging into your account and viewing order history
• Visiting auspost.com.au and entering your tracking number

Can I change or cancel my order?

Contact us immediately at kevh.barberstudio@gmail.com or call 0468 414 921. If we haven't shipped your order yet (orders placed before 2 PM usually ship same day), we can modify or cancel it. Once shipped, you'll need to follow our returns process.

Why is my discount code not working?

Please check that:

• The code hasn't expired (check the promotion details)
• Your cart meets minimum purchase requirements
• You're entering the exact code (case-sensitive)
• You're only using one discount code per order
• The products in your cart are eligible (some exclusions may apply)

Is it safe to shop on your website?

Absolutely! We use SSL encryption (the padlock in your browser) and trusted payment processors. We never store your credit card information. All transactions are processed securely through Shopify Payments, which is PCI DSS compliant.

Do I need an account to order?

No, guest checkout is available. However, creating an account gives you benefits like order tracking, faster checkout, exclusive discounts, and a wishlist feature.

How long does shipping take?

Australian Orders:

• Processing: Same day dispatch for orders before 2 PM (Monday-Friday)
• Sydney Metro: 1-2 business days
• NSW Regional: 2-4 business days
• VIC/QLD Metro: 3-5 business days
• Other States: 4-6 business days

International Orders:

• New Zealand: 7-10 business days
• USA/Canada: 10-15 business days
• UK/Europe: 12-18 business days
• Asia: 8-14 business days

What are the shipping costs?

Australia:

• FREE shipping on orders $100+
• $9.95 standard shipping on orders under $100
• $15.00 express shipping (1-3 business days metro areas)

International: Calculated at checkout based on destination and weight

Do you offer local pickup?

Yes! Sydney customers can collect orders for FREE at our Arncliffe location:

• Address: Unit 27/10-12 Stanley Street, Arncliffe NSW 2205
• Hours: 6:00 PM - 11:00 PM, 7 days a week
• Notice: Please email ahead to confirm your pickup time

Select "Local Pickup" at checkout and we'll notify you when your order is ready (usually within 24 hours).

Do you ship internationally?

Yes! We ship worldwide from our Sydney location. International shipping costs are calculated at checkout based on your destination and order weight. Please note that customs duties and import taxes may apply and are the customer's responsibility.

My package shows delivered but I didn't receive it

Please try these steps first:

1. Check with neighbors or building management
2. Look around your delivery area (safe places, mailbox)
3. Contact Australia Post with your tracking number
4. Email us at kevh.barberstudio@gmail.com with your order number - we'll investigate and help resolve the issue

Where do you ship from?

All orders ship directly from our inventory in Arncliffe, Sydney, NSW. We maintain our own stock to ensure quality control, fast processing, and genuine products.

Are your products authentic?

100% authentic and genuine. As a professional barber, I personally select and test every product before adding it to our inventory. We only stock brands we trust and use in our own barbering work at Truefitt & Hill and our studio.

How do I choose the right hair product?

Consider these factors:

• Hair Type: Thick, thin, curly, straight, wavy
• Desired Look: Slick back, textured, messy, natural
• Hold Level: Light (natural movement), Medium (controlled style), Strong (all-day hold)
• Finish: Matte (clay), Natural (cream), Shine (pomade)

Still unsure? Email us at kevh.barberstudio@gmail.com with your hair type and desired style - we'll recommend the perfect product.

What's the difference between pomade, wax, and clay?

Pomade: High shine finish, medium to strong hold, great for classic slick styles and side parts. Works best on slightly damp hair.

Wax: Medium shine, flexible hold, perfect for textured styles and messy looks. Good for reworking throughout the day.

Clay: Matte finish, strong hold, adds volume and texture. Ideal for modern, natural-looking styles with grip.

Do your electrical tools meet Australian safety standards?

Yes! All electrical clippers, trimmers, and tools in our store are certified for Australian use and comply with Australian electrical safety standards. We ensure all products have proper certifications before adding them to our inventory.

Can I use multiple products together?

Absolutely! Many professional styling routines layer products:

• Pre-styler or powder: Apply first for volume and texture
• Main styling product: Apply for hold and finish
• Finishing spray: Lock in the style for extra hold

How long do products last?

Shelf life: 12-24 months when properly stored (cool, dry place)
Once opened: Best used within 12 months
Daily use: Most products last 2-4 months depending on hair length and amount used

What's your return policy?

We offer a 14-day return policy for unopened products in original condition with all seals intact. Items must be in original packaging and unused. For hygiene reasons, we cannot accept returns of opened personal care products. See our full Return Policy for complete details.

How do I return an item?

Step 1: Email us at kevh.barberstudio@gmail.com within 14 days with your order number and reason for return
Step 2: We'll provide return authorization and instructions
Step 3: Ship items back to us (Sydney customers can drop off in person)
Step 4: We'll process your refund within 5-7 business days of receiving the return

How long do refunds take?

Inspection: 2 business days after we receive your return
Refund processing: 5-7 business days
Bank processing: Additional 5-10 business days for credit cards, 3-5 days for PayPal

You'll receive email confirmation once the refund is processed.

Who pays for return shipping?

Defective or damaged items: We provide a prepaid return label or arrange free pickup
Change of mind: Customer is responsible for return shipping costs
Sydney customers: Can drop off returns for free at our Arncliffe location (6 PM - 11 PM daily)

Can I exchange an item?

We process exchanges as a return and new purchase. Return the unwanted item for a refund, then place a new order for what you need. This ensures you get the right product faster.

What if my item arrives damaged?

Contact us within 48 hours at kevh.barberstudio@gmail.com with photos of the damaged item and packaging. We'll arrange a free return and send a replacement or issue a full refund immediately.

How do I apply styling products?

Professional Application Tips:

1. Start with a small amount (pea to dime-sized for short-medium hair)
2. Warm product between palms by rubbing hands together
3. Apply to towel-dried or dry hair (check product instructions)
4. Work from roots to tips, ensuring even distribution
5. Style as desired with hands, comb, or brush
6. Add more product gradually if needed - it's easier to add than remove

How should I store my products?

Keep products:
• In a cool, dry place away from direct sunlight
• Tightly closed when not in use
• Away from extreme heat or cold
• Out of reach of children

Proper storage extends product life and maintains quality.

How do I clean my clippers/trimmers?

After each use:
1. Brush off loose hair with cleaning brush
2. Remove blade and rinse under warm water (if waterproof)
3. Dry thoroughly and apply clipper oil to blades
4. Wipe down body with damp cloth

Deep clean monthly: Disassemble blades, clean with blade wash or isopropyl alcohol, oil, and reassemble.

How do I contact customer service?

Email: kevh.barberstudio@gmail.com (24-hour response time)
Phone: 0468 414 921
Instagram: @kevin_hernandez.7
Hours: Monday-Saturday, 9 AM - 6 PM AEDT

Can I book a barbering service?

Yes! Kevin works at Truefitt & Hill and runs his own barbering studio. Book an appointment to experience professional barbering services. Visit our Contact page for booking information.

Do you offer wholesale or bulk pricing?

Yes! For bulk orders of 6+ items or wholesale inquiries, please email kevh.barberstudio@gmail.com with details about your needs, and we'll provide special pricing.

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Click the "Unsubscribe" link at the bottom of any marketing email, or manage your email preferences in your account settings.