Frequently Asked Questions
From choosing our products to using our products, we've got you covered. We hope we've answered your question below but if not, that's fine too (we love to chat). Contact us
Who is Josh Wood?
Josh Wood is one of the most sought-after colourists in the world. His special brand of glossy, natural-looking colour has received global recognition, with Josh becoming the first colourist to win the Creative Head Hair Icon Award in 2016 before being appointed Redken Global Color Creative Director in 2017. You can read more about Josh's career highlights here.
What is Josh Wood Colour?
Josh has spent a lifetime understanding what makes a woman love her hair colour. Now, he has taken all of his expertise and formulated the ultimate home hair colour system, Josh Wood Colour, for you.
The Josh Wood Colour system includes shade-matched permanent colours, temporary root concealers and care products so you can tailor the system to work for both your colour and your needs. Our colour consultation is the first step to creating your personalised system - answer a few questions and we'll tailor the system to you.
Where is your Atelier?
The Josh Wood Atelier is in Notting Hill, London. You can read more about the Atelier here. If you'd like to book an appointment at the Atelier you can contact our client services team directly by emailing email@example.com.
Our full address is:
Josh Wood Atelier
6 Lansdowne Mews
How long will my delivery take?
Standard delivery: our standard delivery orders usually arrive within 3-5 business days.
Express delivery: our express delivery orders usually arrive within 1-2 business days.
How much does delivery cost?
Standard delivery: our standard delivery option is £2.50, and is free on all orders of £15 or more.
Express delivery: our express delivery option is £5.50, and is free on all orders of £50 or more.
Who will deliver my order?
Standard delivery: our standard delivery orders are fulfilled by Royal Mail.
Express delivery: our express delivery orders are fulfilled by DPD, using a tracked service.
Do I need to be home to accept my delivery?
This depends on both what you have ordered and which delivery service you have chosen:
Standard delivery: our Royal Mail deliveries do not require a signature upon receipt. So, provided your order fits through your letterbox, you don't need to be at home to receive this. Please note: most of our larger products (including our permanent colours and products from our care range) are delivered in boxes larger than the average letterbox, so please bear this in mind! If this is the case and you aren't home, you will receive a Royal Mail card to let you know when and where you can pick up your order.
Express delivery: all of our DPD deliveries require a signature upon receipt. You will receive a text from DPD before your order is delivered, checking the time is convenient and giving you the option to rearrange if required. If you aren't home to receive your order and you haven't rescheduled it, you will receive a DPD card explaining your order pick-up or rescheduling options.
Can I return my order?
Yes - this is really quick and easy:
If you change your mind within 28 days of purchase, we are happy for you to return your products for a refund, provided they are unopened and in their original packaging. Just drop us an email, including your order number, to firstname.lastname@example.org so that we know the products are on their way back to us, and post these with your original dispatch note to:
Josh Wood Colour
If you need to return your products because of an issue with your order, such as a damaged or incorrect item, please drop us a message first at email@example.com so we can work with you to solve this ASAP.
Do you offer free returns?
Unfortunately we are unable to refund your return postage costs at this time. If you need to return your products because of an issue with your order, such as a damaged or incorrect item, please chat to us at firstname.lastname@example.org before you return your item(s).
What do I do if something is wrong with my order?
Let us know! Everyone makes mistakes occasionally, but we fix ours as a priority to make sure you receive your perfect products. You can get in touch with us directly by emailing email@example.com , and the more info you can give us, the better. Including your order number and a brief explanation of what's gone wrong will help us to help you.
Please note: if you ordered more than two Tinted Dry Shampoo items, and are concerned some are missing, don't worry. Due to postage restrictions, we can only send two per package; the rest will be on their way in a separate package.
Which countries are your products available in?
Currently our products are available for purchase in the UK, online and in selected Boots stores, and in Ireland, in selected Boots stores only.
We've got some big plans for Josh Wood Colour so watch this space. We're hoping to ship to more territories soon!
How do I know if my order was successful?
As soon as we receive an order, we send a confirmation email to the address entered during the checkout process. If you've received this email, it's good news! We've got your order and chances are, it is being processed for you as we speak.
Didn't receive an email from us? It's annoying, we know, but it doesn't look like we've got your order. If you want to be extra sure, feel free to drop us an email at firstname.lastname@example.org and we will help.
Can I cancel or amend my order?
Unfortunately not - we start processing orders as soon as they are placed to make sure we can get your products to you ASAP! Of course, everybody changes their mind sometimes, which is why we are happy for you to return your products for a refund within 28 days of purchase.
Provided your products are unopened and in their original packaging, just drop us an email, including your order number, to email@example.com so that we know the products are on their way. These need to be posted, with your original dispatch note, to:
Josh Wood Colour
I haven't received my order. What should I do?
Usually, we expect our standard delivery orders to arrive in 3-5 business days, and express delivery orders to arrive in 1-2 business days, however, sometimes things can take a little longer than expected. We're sorry; we know it's frustrating, but we ask that you allow 10 working days for standard orders to arrive, and 5 working days for express orders to arrive, especially around the busiest times of the year.
If your waiting time exceeds these time frames, we want to know. You can contact us directly either through our contact us form, via email at firstname.lastname@example.org , or on Facebook or Twitter where we have a few solutions up our sleeve. If you paid extra for express delivery but this has taken longer than 3 days, we'll refund your postage costs, no questions asked - no one likes paying for a service they didn't receive.
I've received my order but it is incorrect/incomplete/damaged. What should I do?
Please let us know! The sooner we know what has gone wrong, the sooner we can help. Getting in touch with us is simple - just choose the way that is easiest for you. Whether that is through our contact us form, via email at email@example.com , or on Facebook or Twitter we aim to get back to you within 24hrs.
The more info you can give us, the better. If you are able to include your order number and a brief explanation of what's gone wrong we will fix this for you ASAP. It also means we can make sure that we don't make the same mistake again, so everyone's a winner.
How do I know which product/shade to choose?
We're constantly working on cool new ways to provide you with honest, expert hair advice 24 hours a day, 7 days a week. Our colour consultation was designed to do precisely that - considering your hair condition, colour and needs we recommend products that will work for you. Then pick and choose your favourites to build your tailored hair package. It's pretty cool (if we do say so ourselves).
For further tutorials, tips and tricks, have a browse through our blog. Whether you're looking for a quick guide to navigating the system or would love to know the best way to colour your roots, we've been busy getting expert answers to those colour questions you've struggled with - until now.
Still want a little bit of extra help? Get in touch! It's what we're here for - we have expert colourists from the Josh Wood Colour Atelier on-hand specifically to answer your questions. You can reach us at firstname.lastname@example.org .
What hair colours are your products for?
Our current product range was designed to help you achieve and maintain your perfect shade, covering the colour spectrum from darkest brown (2.0) to lightest blonde (9.0).
Can't find products that work for your hair colour? Don't worry. Try out our Everything Mask to see what we're all about - it will prolong shine and add radiance to all hair colours. And then watch this space! We are already busy at work designing future products and would love your input. Share your thoughts via our contact us form, via email at email@example.com , or on Facebook, Twitter and Instagram. In return, we promise to keep you updated on all of our latest news and improvements if you sign up for our newsletter (you can find this at the bottom of every page!).
Can I use your products if my hair is coloured?
Yes, unless your hair has been coloured with henna; although it is important to note that results will vary depending on hair quality and previous treatments.
Please note: our permanent colour kits were not purposely designed to lighten your hair shade. If used on uncoloured hair, these will lighten your shade up to two levels but if you are trying to lighten previously coloured hair we would suggest visiting a professional salon. Always remember to patch test 48hrs prior to permanent colour application.
Do your products contain ammonia / parabens / PPD?
No - and this is something we are passionate about. The full Josh Wood Colour system is free from ammonia, parabens and PPD. We don't think great hair condition and great hair colour should be mutually exclusive, so we built a range which puts them hand in hand.
Are your products tested on animals?
No - we are resolutely against animal testing. All of our products comply with European Cosmetic Regulations, which prohibit both the testing of cosmetic products, and ingredients for use in cosmetic products, on animals.
We're also really happy to confirm that all of our product formulations are vegetarian-friendly. With the exception of our Permanent Colour kits and Root Markers, which contain beeswax, all products are also vegan-friendly.
Can I colour my hair if I am pregnant?
Essentially, this is a question of personal preference, but we are very happy to say the following:
All of our ingredients have been vigorously investigated and tested to ensure our product formulations are of the highest possible quality. Our products are free from chemical nasties, including ammonia, parabens, PPD and sulfates and it goes without saying that these have a very low chemical toxic level. If you're worried, please have a read of this guidance published by the NHS, or speak to your GP for professional medical advice.
It is also worth bearing in mind that pregnancy can affect your normal hair condition, so if you do decide to colour your hair, we recommend completing a strand test alongside your patch test 48hrs prior to application.
Where are your products made?
We have been working really closely with manufacturers in the UK and Italy to make sure our product formulations are something we are really proud of. We are always happy to chat about our products, so if you want further information just let us know at firstname.lastname@example.org
Where can I buy Josh Wood Colour products?
Right here! We are also really excited to be available in selected Boots stores across UK and Ireland - if you'd like help finding your nearest store, don't hesitate to ask at email@example.com .
Live outside the UK and Ireland? Bear with us! We are passionate about helping as many women as possible find their Josh Wood Colour, and we have some pretty ambitious plans to make this happen as soon as possible.
What comes in a permanent colour kit?
Our permanent colour kits include:
- Your expert colour
- Colour activator
- Salon-grade gloves
- Protective barrier cream
- Stain removing wipe
- Deep-conditioning treatment
You can find our permanent colour kit leaflet here, which includes full instructions on how to use the kit.
How do I use your products?
Permanent colour kits: Our permanent colour kit leaflet provides a really simple overview of how to use our kit step-by-step.
Root concealers: You can find a really handy video which shows each of our root concealers in action here. If you want to delve a little deeper into our blog, we have dedicated posts for each individual product, too.
Shade Shots: Must be used with our Everything Mask! This tutorial is definitely worth a watch. Find out how to use our Shade Shot and Everything Mask to create a colour gloss.
Shampoos, Conditioners & Everything Mask: Specially formulated to look after not only your hair condition, but also your hair colour. Our shampoos and conditioners are suitable for daily use, while our Everything Mask should be used once or twice a week as a perfect hair pick-me-up.
Should I do a patch test before using your products?
Absolutely! We advise you always complete a patch test 48hrs before each application of our permanent hair colour. It is possible to develop allergies over time, and it is much better to be safe than sorry. To do this, mix a small quantity of Your expert hair colour and Colour activator together, and apply this to a little patch of skin behind your ear - think 5p size. Leave this for 48 hrs (try not to get it wet if possible) and if you have no adverse reactions, you're good to go!
What should I do if I have an allergic reaction to a product?
Seek appropriate medical attention. Please also get in touch at firstname.lastname@example.org as soon as possible and rest assured that we are taking all of the necessary steps to investigate your reaction.
How long will my colour last for?
Permanent colour kits: Are permanent! Naturally, your hair will grow over time, and your colour will also fade depending on your hair and how often you wash it, but our permanent kits are designed to do what they say on the tin. If you need a little help maintaining your colour, we recommend exploring our care range.
Root concealers: Our Root Smudgers and Blending Brushes do have some staying power and will last up to three washes (depending on your hair), while our Root Markers and Tinted Dry Shampoos are easy come, easy go, washing out instantly.
Shade Shots & Everything Mask: Your Shade Shot and Everything Mask colour gloss should keep your colour looking glossy and vibrant for up to ten washes.
What should I do if I am unhappy with my products?
Let us know! We'll always try our best to fix a problem and give you a hand. Get in touch either through our contact us form or via email@example.com and give us the chance to help you where possible.
What methods of payment do you accept?
Currently we accept Visa and Mastercard debit cards, and Visa, MasterCard and American Express credit cards when you shop online with us. All payments are processed by Shopify Payments. We would love to hear if there are any other options you would like us to offer.
Do you store my credit or debit card details?
No - whether you checkout with or without creating an account, Josh Wood Colour does not store your payment details.
If you do choose to create a customer account, our payment processor will store and password-protect information about your order history, order status and certain personal details which you can review at any time. Some of these details, such as address information, will then be pre-filled when you check out in the future, for your convenience.
Can I choose which currency I pay in?
We're afraid not! At present we only accept payments in GBP.
How do I reset my password?
Resetting your password is really quick and easy - this is something you can do yourself, or we can help you out if it's not working as expected.
To reset this yourself: head to our login page and click 'Forgot your password?' and we'll send you a reset email. This will be sent straight to the email inbox you used to set up your account, and will let you reset your password immediately.
Don't worry if you need further help with this - we can give you a hand if you drop us a note at firstname.lastname@example.org
How do I get in touch with any questions?
Getting in touch with us is simple - just choose the way that is easiest for you. Whether that is through our contact us form, via email at email@example.com , or on Facebook or Twitter, we aim to respond to all questions within one business day.
How do I share feedback, thoughts or suggestions?
The good, the bad and the ugly - we want to hear it all. Your feedback is invaluable, so please do get in touch either through our contact us form, via email at firstname.lastname@example.org , or on Facebook or Twitter. In return, we promise to keep you updated on all our latest news and improvements in our newsletter (sign up at bottom right of page!)
How do I retrieve my consultation results?
First things first: you are only able to retrieve your consultation results if you agreed to save them when initially completing the consultation. During this process you will have been asked to enter your email address. If you entered your address, you can view your results again on any device by using your email to log in. Results can be retrieved multiple times but, if your needs change and you complete the consultation again, your initial results will be overwritten.
If you revisit your results on the same device you initially completed your consultation on, you won't even need to re-enter your email address again as these will have been saved locally for you. Easy!