FAQ

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. Professional Use is willing to accept returns on unused, unopened items. We cannot take returns for items that have been opened. Item return will not be the responsibility of Professional Use and the item must arrive back to our warehouse with no damage including outer packaging.

Item must be returned within 14 days of purchase and must meet our returns criteria.

Can I exchange an item I ordered?

Get in touch with us via email info@professionaluse.com.au prior to sending in any return items as we may not accept your return and will not be liable for return shipping to you. We do not organise exchanges, but we are happy to offer you store credit. Return postage is not covered by Professional Use. Once we receive your returned items in new, unopened, unused condition, we will allocate store credit your Professional Use account, which you can use towards your next purchase.

This must be completed within 14 days of purchase and adhere to our exchange criteria.

How long do I have to return an item?

We allow 14 days for change of mind purchases, 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 of any product opened or tampered with, unless required by law.

We will provide a consignment label and accept returns and/or process refunds, including postage costs, in the following circumstances:

1. Product/s that have been damaged in transit - you must notify us within 1 business day of receipt.

2. Products/s that develop a fault within the first 30 days after purchase, except from customer misuse or wilful damage

3. Product/s that have been wrongly delivered.

In these circumstances you should expect to receive your refund, store credit or replacement within 5 business days of us receiving your item.

I have a 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 the issue you are experiencing, and we will endeavour to resolve the issue as soon as possible.

TRADE/INDUSTRY ACCOUNTS

How long does 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. Kindly note that our opening hours are Monday-Friday 9am-6pm. If you register for an account over the weekend and would like approval, you can send a text message to 0405 724 208

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.

WHERE IS MY ITEM?

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

Please head to https://auspost.com.au/mypost/track/#/search and enter in your tracking number. This can be found in your My Account section on our website or in your shipment notification emails from us (this may have gone to your junk mail.)

 

HOW DO I LOOK AFTER MY BRUSHES & COMBS?

Is my brush heat resistant?

It should be noted that heat resistant means that your tools will survive UP TO certain temperatures. Please be careful with your Nylon pin and boar bristle brushes, while the bristles are heat resistant to certain temperature, they will melt at high and concentrated heat.

Are my combs heat resistant?

Y.S. Park:
Made from imido plastic, which is up to 220°C heat resistant, chemical resistant and has a strong yet flexible body. Carbon combs are even higher in heat resistance, perfect for keratin treatments, our soft flex barber combs are 110°C heat resistant.

Janeke:
These combs are not designed to be used with heat. We recommend up to 110°C. The Wide tooth comb is the only comb we recommend using with heat.

Why has my comb snapped and can I claim this under warranty?

Professional Use will not replace any items that have snapped.

Please note that while these combs are expertly designed, they can still break, try to keep these out of your back pocket and when combing through thick hair try one of our wide tooth combs first, then move onto a finer tooth comb.

How do I clean my brush?

Cleaning your natural material brushes:

1. Use the tail from a tail comb to remove any residue and hair from the brush.
2. Use a wet towel with your preferred disinfectant to gently clean the bristles and remove any remaining product and build up.
3. If available use a UV light to sanities your tools or allow to air dry face down.
4. Try to clean to clean your brushes at least once a week

Cleaning your gold or silver Janeke brushes:

The gold brushes and combs are coated with 24k galvanised gold. As with all fine jewellery it will naturally and slowly tarnish. To bring back its lustre and shine, polish using an appropriate soft cloth and cleaning agent, a gold jewellery polishing cloth or if you do not have any gold jewellery polish, toothpaste works wonders.

HOW DO I BECOME A STOCKIST OF ONE OF YOUR BRANDS?

Balmain Paris Hair Couture

We would love for you to join our Balmain Army here in Australia and New Zealand. Please get in touch with us and let us know about your salon and how Balmain Hair Couture would be the perfect luxury brand to partner with.

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.

In order to receive 50% off retail prices you need to spend a minimum of $300 and purchase in quantities of 3 per item, after this initial purchase, you can then repurchase at no minimum quantity. To become a Janeke stockist of Tier 2 pricing, you must get in touch with us first – info@professionaluse.com.au or give us a call on 02 9813 3080

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 ONLY. We require you to purchase in lots of 12 Superbrushes at a time, this discount is automatically applied to your cart once you add 12.

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 Haircare

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

You can either log in using your industry trade account and you'll be able to purchase a Previa opening deal under the Salon tab. Once you receive your products we will organise some training. Or you can contact us to begin the process.

MIZUTANI SCISSORS

Where to purchase?

Professional Use is the official Australian and New Zealand distributor of Mizutani Scissors. You can purchase from our online store or at Mizutani Australia website.

Please be aware of counterfeit Mizutani Scissors from other websites.

How frequently should I have my scissors sharpened?

This depends on a variety of factors however as a guide we recommend that your scissors are sharpened at least once a year.

What will impact your frequency of sharpening is your cutting technique, number of cuts, bulk hair cutting, metal type, maintenance, cleaning and oiling of scissors, as well as how you store your scissors. Some Mizutani Cutters prefer the feeling of super sharp scissors, and therefore require sharpening more often to maintain this feeling.

Dropping your scissors can also cause alignment issues and kinks or burrs in the blade which do require immediate attention – please refrain from forcefully closing your scissors as this may result in extra metal being removed from the blade edge.

 

Why should I use Factory Sharpening?

Regular Mizutani Sharpening is the only way your scissor maintains its lifetime warranty. Mizutani Scissors have a blade edge with varying degree angles specific to the model of scissors and how it is designed to cut. It is important that the blade edge is established and known prior to sharpening as this determines how the scissor cuts and functions. Cutting off too much metal can result in permanent damage to your scissor – and this cannot be fixed. Only Mizutani Factory specialists know the exact sharpening details for your scissor model. Once your scissors are damaged by an external sharpening company, Mizutani will be able to see this damage on the blade and may not be able to repair your scissors.

Why are my scissors pushing hair?

Blunt and dull edge scissors will not slice through the hair cleanly and effortlessly. This is a good indication that it’s time to get your scissors sharpened.

What does Mizutani Scissors Lifetime Warranty actually mean?

A long as your scissors are serviced at the minimum of once every 3 years by Mizutani Factory Sharpening and never by an unauthorised Mizutani sharpening service, then Mizutani Scissors will always endeavour to repair your scissors. While we will endeavour to fix your scissors, some damage caused may be irreparable. The blade edge itself is not covered under warranty. Shipping charges and loaner scissors come at your own expense. The stopper, the handles and the bearing system are covered under warranty. Your Mizutani claims will be assessed on a case by case basis.

Please note, general wear and tear issues are not covered by warranty, intentional damage, dropping, rust, or improper storage or care of scissors will not be covered under warranty and come with a service and repair fee. Sharpening and blade edge is not covered by warranty.

I have an issue with my scissors that I believe is a warranty claim, what do I do?

Contact us prior to sending your scissors in for a warranty claim by email to info@professionaluse.com.au letting us know what the issue is, and any details you can about when you purchased your scissors. Once your claim is approved, we can then organise for your scissors to go back to the factory for repair.

To start the process, please complete the following information in your email to us:

Email Subject: Mizutani Warranty Claim

Email Body to include the following:

Full Name:
Best Contact Number:
Invoice number (if known):
Purchase Date (if known):
Detailed explanation of issue experienced:

How much is sharpening?

Sharpening is $100 and $50 for each pair sent in the same box. For example, two scissors would cost $150 or $75 each.

You can purchase sharpening from our website here.

Can I get a loan pair?

We have standard FIT model loaner scissors available for hire at a flat rate of $50 each.

Head to this link to order and pay for your loan pair.

What's the process for Factory Sharpening?

Purchase Factory Sharpening from our website here and send your scissors to us. In the box please include your name and contact details (or a business card) and we will be in touch to give you updates throughout the sharpening process.

How to send your scissors to us:

Send your Mizutani scissors to us in a cardboard box, with the tips of the scissors closed with a rubber band, and your scissors well protected with bubble wrap and packing paper to avoid any damage in the post on their way to us. In the box – also include the printed form with your contact details

Send your scissors using registered post keeping a copy of your tracking number.

Our address is:

Mizutani Scissors
Ground Floor, 4 Talavera Rd
Macquarie Park, NSW, 2113
Australia

How long does sharpening take?

We send out Mizutani Scissors for sharpening every Friday, they go back to the Mizutani Japan factory. The process can take around 3-4 weeks, however there may be a delay due to international transit requirements such as custom clearances etc. We will advise you should this occur.

I have an issue with my sharpening service?

Let us know via email to info@professionaluse.com.au within 10 days after receiving your scissor and we can have your scissors re-serviced under warranty. After this time, a servicing fee may apply.

Can I purchase from the showroom?

Our Macquarie Park NSW showroom is open from 9.30am – 5.30pm Monday to Friday. You are welcome to come in to purchase direct. If you want to book in to see some scissors, please let us know a day ahead so we have our demo models and someone available to see you.

I want to purchase a pair of scissors that is out of stock, how do I do this?

Mizutani Scissors requires a 50% deposit on scissor pre-orders. Your Mizutani Scissor is handmade in Japan and can take up to 16 weeks for production, whilst we try to bring this down as much as possible, we will keep you updated throughout the manufacturing process. This deposit will get your scissor manufacturing process started. You can pre-order via email info@professionaluse.com.au or via phone +61 (0)2 9813 3080.

How do I order a custom scissor?

For completely custom scissors, with colour, or engraving, or custom handles, we require a minimum of 75% deposit. You can pre-order via email info@professionaluse.com.au or via phone us on +61 (0)2 9813 3080.

How can I get my current pair of Mizutani Scissors engraved or colour coated?

Mizutani colour ($150) and engraving ($50) scissors are sent away to Mizutani Japan with our factory sharpening every Friday. To have your Mizutani Scissors coloured or engraved, send them into us:

1. Write down your name and contact details on a piece of paper (or business card) and tell us what you would like to change about your scissors. This is to be include this with your scissors.

2. Send your Mizutani scissors to us in a cardboard box, with the tips of the scissors closed with a rubber band, and your scissors well protected with bubble wrap and packing paper to avoid any damage in the post on their way to us. In the box – also include the printed form with your contact details

3. Send your scissors using registered post keeping a copy of your tracking number.

Our address is:

Mizutani Scissors
Ground Floor, 4 Talavera Rd
Macquarie Park, NSW, 2113
Australia

4. Once we receive your scissors, we will send you an invoice for your selected service and this payment is due prior to us sending your scissors away for sharpening.

5. When they come back from Japan, we post them back to the address specified.

STILL HAVE QUESTIONS?

Contact us

Phone: +61 (0)2 9813 3080
Text:     +61405 724 208
Email:   info@professionaluse.com.au

Or fill out the contact us form here

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