FAQ

TRADE/INDUSTRY ACCOUNTS

How long will it take for my account to be approved?

Account approval is a manual verification process. Allow up to 24hours for your account to be approved. For us to approve your trade account, we must be able to verify your status as a hairdresser/barber, so put as much information as possible. Kindly note that our opening hours are Monday-Friday 9am-5pm.During the week, you can always give us a call between our open hours to ask for instant approval over the phone 02 9813 3080.

How do I sign up for an account?

CLICK HERE to apply for a trade account.

Am I eligible for an account?

Hairdressers and Industry professionals across Australia and New Zealand are all eligible for a trade account.

Please Note: If you are located outside Australia and New Zealand you may be eligible for an account depending on location. Contact us for more info.

When will I Get my invoice?

Please contact our team if you require an invoice for tax purposes and quote your order number.

DISPATCH & DELIVERY

When will my order be dispatched?

All orders will usually be dispatched within 1-2 Business Days but may take up to 4 business days depending on weekends, public holidays, sales and restrictions.

PLEASE NOTE: Any order changes will result in a delay with the dispatch of your order.

Where do we ship to?

We ship all are products around Australia and New Zealand.

Janeke is available to be shipped to USA, Canada and some select countries

Where do we ship from?

Our warehouse is located Macquarie Park NSW 2113

How do I check the status of my order?

Once shipped you can use the tracking number to track your parcel

What does ‘Awaiting Fulfillment’ mean?

If you have received a notification that your order is Awaiting Fulfillment, this means our warehouse team has your order and will be preparing it for dispatch very soon!

How do I track my order?

Enter your tracking number provided to you in your shipment notification email, into the appropriate link below.

  • Australia Post - Track  CLICK HERE
  • TNT (Available for YS & BA Wholesalers only) - Track CLICK HERE 

What Does ‘In-Transit’ Mean

Your parcel is with Australia Post and is currently on its way to you!

What does ‘No Events Found; mean

This is very normal; some packages show nothing on the tracking number lookup until they get to the destination post office or postal centre near your delivery address. Many Parcel Post and Express packages going outside of Australia Post delivery network will show as ‘No Events Found’ until the day they are going to be delivered.

Can I change my order once its been placed?

Once your parcel has been dispatched, we are not able to make any changes. You will need to either re-order or create a return once your order arrives.

Can I change my shipping address?

If your parcel has not yet been dispatched, we can certainly change your address for you. Contact our team info@professionaluse.com.au

To redirect a parcel that is in transit, log into your MyPost account (If you don’t have one you can easily create one) and enter in the tracking number. The tracking page will then display whether a redirect option is available. If it is available, you can select it and enter the new address you want the parcel to be delivered to.

If this not available, contact our team we may be able to get it returned to sender. Charges Apply

My order is taking longer than expected?

Please note as much as we don’t like delays, delays with your parcel once it has left our warehouse is beyond our control.

Our team are happy to help you with your enquiry, we request that you wait until your delivery window time has exceeded from the dispatch date until you contact us.

Please be advised that our delivery time guidelines are based on business days, which only includes Monday - Friday and excludes public holidays.

If you need a parcel urgently, please select the correct shipping method at checkout.

My order never arrived

In the rare event your order has not arrived contact us via email info@professionaluse.com.au.

Professional Use will be not liable for parcels lost in transit if:

  1. The parcel postal address provided by you is invalid or incorrect, and,
  2. The parcel delivery has been altered by the receiver by means of, parcel redirect, Safe Drop, request of parcel to be left in a safe place, parcels not collected from Post Office/Depot in time, or parcel has been delivered to the address and someone at the given address has accepted the parcel and not given you the parcel. Once the parcel has been received at the requested address Professional Use is no longer liable for your parcel, and,

We try to prioritise these types of enquires, If you have contacted our team and have had no response within 48hrs please call us on 0298133080.

I was unable to collect my parcel in time

In the event you do not collect your parcel in time your order will be sent back to us. We ask that you contact us to let us know as we will be able to organise a redelivery for you as soon as your order comes back to us.

Professional Use is NOT responsible for the re-delivery fee. This will need to be paid prior to dispatch.

Do you deliver to PO Boxes or Parcel Lockers?

Australia Post deliver to all PO BOX & Parcel Locaker

TNT does not accept deliveries for PO BOX & Parcel Locaker at this time

Ways to ensure you don’t miss your delivery

  1. Only request safe drop if you are certain the delivery driver has a safe location to leave the parcel as Professional Use will not accept any responsibility for lost parcels.
  2. Ensure your address is correct including your City (Suburb) and Post Code.

For Example

Professional Use

4 Talavera Road

Macquarie Park

2113 NSW

  1. Ensure business names are provided in the shipping information.
  2. For parcels being delivered to shopping centres. Include the address for the shopping centre followed by shop numbers, name etc. Shopping centres MUST include a street number.

          Addresses with ‘Crn herring rd & waterloo rd’ are NOT valid addresses.

For Example

Professional Use

109 Waterloo Road

Shop XX Macquarie Shopping Centre

Macquarie Park

2113 NSW

  1. Sign up for notifications from Australia Post in the tracking details link provided to you upon dispatch.
  2. In an event your parcel is sent to your local post office, collecting on time will ensure it is not returned to sender.

PAYMENT METHODS

What payment methods do we accept?

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Pay Pal and After Pay.

RETURNS & EXCHANGES

I would like to return an item I have purchased, what do I do?

Contact us prior to sending anything back the best way to get in touch is via email info@professionaluse.com.au. For more info if your item is eligible for returns check out our return policy HERE

Can I exchange an item I ordered?

We do not organise exchanges, but we are happy to offer you store credit. Contact us prior to sending anything back the best way to get in touch is via email info@professionaluse.com.au. For more info if your item is eligible for returns check out our return policy HERE

How Long do I have to return an item?

We allow 7 business days for change of mind purchase for credits only, after this time, we may reject your request for return. We encourage you to contact us with any concerns you may have as soon as possible.

We will not accept change of mind on items that have been opened, used or out of the original packaging.

Can I return an item that I have removed from packaging?

Kindly note, due to the personalised nature of our products and for reasons of hygiene we are unable to accept returns, for any products opened or tampered with, unless required by law.

I have faulty item, what do I do?

We personally ensure that every Professional Use product leaves our showroom in the highest standard and is rigorously checked before dispatch, however if you do think you have received a faulty or damaged product, Contact Us via email info@professionaluse.com.au and explain this issue you are experiencing, and we will endeavour to resolve the issue as soon as possible.

I WANT TO BECOME A STOCKIST

Balmain Paris Hair & Couleurs Couture

To join the Balmain Army here in Australia and New Zealand. Please get in touch with us and let us know a bit of info about your salon!

Janeke

Tier 1: TRADE/INDUSTRY PRICING
This is what you automatically receive once approved on the Professional Use website which gives you a discount off retail prices. There is no minimum purchase, and you can order as little or as much as you wish.

Tier 2: WHOLESALE PRICING
Please get in touch with us to discuss your opening order which consists of a minimum spend of $300 and in quantities of 3. For more info get in touch with us first – info@professionaluse.com.au 

Tier 3 - SUPERBRUSHES ONLY
If you have applied for an industry account with us at Professional Use and have had your account approved, you are eligible for stocking the Superbrushes. We require you to purchase in lots of 15 Superbrushes at a time, this discount is automatically applied to your cart once you add 15.

Marc Inbane

Log in using your industry trade account and you'll be able to purchase a Marc Inbane opening deal under the Salon tab. Once you receive your products, we will organise some training!

Previa Natural Hair Care

Are you ready to say goodbye to harsh chemicals and hello to natural beauty in your salon?

Please contact our team for more info!

Y.S.Park

We only currently offer Trade Discounts with our industry accounts. We offer no additional discounts for Y.S. Park

LOAN & SHARPENING

Do you have loan pairs?

Yes we do they are subject to availability, to purchase click here (Please note these are only available when purchasing sharpening at the same time)

Right hand CLICK HERE

Left Hand CLICK HERE

Texturizers CLICK HERE

What do I do if there’s no loan available?

Please contact us info@professionaluse.com.au to be added to our waitlist

How do I sharpen my scissors?

1. Prepay your sharpening prior to sending your scissors into us, ensuring your postal address and contact details are current when you place your order. CLICK HERE TO PURCHASE SHARPENING

2. Head to the post office to send your scissors in. Make sure you post your scissor into us in a box NOT A SATCHEL. Posting your scissors to us in a satchel can cause serious and irreversible damage to your scissors and carries a risk of piercing through the bag hurting someone or getting lost. Our postal address is:

Mizutani Scissors
PO BOX 80
North Ryde BC NSW 1670
Include your name, email, mobile phone number, and return postal address on a note inside the box with your scissors.

3. Once we receive your scissors, we post them to Japan in our next sharpening batch to be sharpened in the factory, and once they are back, we send them back to your specified return address.

How long does sharpening take?

Sharpening generally takes 3-4 weeks for sharpening once they arrive to japan to return to us. This may be shorter or longer.

When do you send sharpening to Japan?

Check our schedule for this year here CLICK HERE

Do I have to pay for sharpening?

Yes starting from $100, regular factory sharpening to maintain your scissors is required to keep your warranty with us. For more info on the cost CLICK HERE

 

How often should I sharpen my scissors?

We recommend sharpening your scissors with us every 12-24 months. Please Note: That sharpening your scissor sharpened elsewhere this will void your warranty with us.

I’ve dropped my scissors help!

No fear! Please get in contact us, generally this can be fixed with a standard sharpening service. If there are any additional damages, we will let you know!

Where do I send my scissors to?

Post your scissors into PO BOX 80 NORTH RYDE BC NSW 1670

QUESTIONS ABOUT CERTAIN BRANDS / PRODUCTS

More Questions about Mizutani Scissors?

More Questions about YS Park

More Questions about Janeke

More Questions about Balmain

Contact Us CLICK HERE

More Questions about Previa

Contact Us CLICK HERE

More Questions about Marc Inbane

Contact Us CLICK HERE

Opening Hours Monday - Friday

9am - 5pm

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