Frequently asked questions

Who sells the products on Salonify Marketplace?

The products are sold by independent salons, beauty professionals and merchants (“sellers”). Salonify is the platform and intermediary that connects you with these sellers and handles the technical side, including secure payment.

Salonify is not itself the seller of the products. The sales contract is concluded directly between you and the seller, who is responsible for the goods and their delivery.

How does ordering work?

Add the products you want to your cart and go to checkout. If your cart contains products from more than one seller, a separate order and contract is created with each seller.

After you pay, you receive an order confirmation by email. You can follow the status of your orders at any time under “My Orders”.

Which payment methods can I use?

Payments are processed securely through Stripe. Depending on your device and country you can pay with:

• Credit and debit cards: Visa, Mastercard and American Express
• Apple Pay
• Google Pay
• Bancontact

Is my payment secure?

Yes. All payments run through Stripe, a PCI-DSS certified payment provider. You enter your card details directly with Stripe — we never see or store your full card number on our servers.

What does shipping cost and how long does delivery take?

Shipping is fulfilled by the seller. Each seller sets their own shipping costs, typically based on the destination country and the weight of your order. The exact shipping cost is always shown at checkout, before you pay.

Delivery times are estimates provided by the seller and depend on the destination and the carrier used.

Do you ship to my country?

It depends on the seller. Each seller chooses the countries they ship to. If a seller does not ship to your country, you will not be able to complete checkout for their products. Available destinations and shipping costs are shown during checkout.

Can I pick up my order locally?

If the seller offers local pickup, you can choose it at checkout instead of shipping. Whether pickup is available depends on the individual seller.

How do returns and the 14-day right of withdrawal work?

As a consumer buying at a distance, you generally have the right to withdraw from the contract within 14 days without giving a reason. To start a return, send a clear statement to the seller (or contact our support) within that period, and then return the goods promptly.

Exception: sealed goods that are not suitable for return for health-protection or hygiene reasons are excluded from the right of withdrawal once they have been unsealed after delivery — for example opened or unsealed cosmetics and personal-care products (Art. 16(e) of Directive 2011/83/EU).

Who handles refunds?

The seller is responsible for the goods, returns and refunds. Salonify mediates and provides technical support. Approved refunds are processed technically through Stripe and issued to your original payment method.

My order is damaged, wrong, or didn’t arrive — what should I do?

Contact the seller via their shop page, or write to Salonify support at [email protected]. The seller must remedy the problem in line with your statutory rights — by replacement, repair or refund.

Because the risk passes to you only on delivery, goods lost or damaged in transit are the seller’s responsibility.

How do I contact you or a seller?

For questions about a specific order (delivery, returns, defects), contact the selling salon or merchant directly via their shop page. For anything else, email us at [email protected] and we will help to mediate. We do not operate a telephone hotline.