FAQ | Salonline.com

Register

Can anyone register on Salonline?
Salonline is aimed at (B2B) professionals such as hairdressers, beauty salons, barber shops, retailers, e-tailers and wholesalers. As an individual, it is therefore not possible to order from Salonline. Are you an individual looking for beauty and hair products? Then take a look at our B2C webshop salontotal.com

Do I need a VAT number to create an account?
Having a VAT number during registration is only mandatory for customers outside the Netherlands. Within the Netherlands we ask for a valid KVK number.

Can I browse Salonline without an account?
You can also navigate through our product range without an account, but you will not see stocks and prices. You will have access to our real-time stock and prices once your account is activated.

How do I create an account?
Creating an account is very easy! You can create an account by clicking on 'Register here'. Fill in the form with your company details and confirm your application by officially registering. You will receive a confirmation email of your registration at the email address you indicated during your application. The Salonline team will check your application within 24 hours (on working days) and will contact you if necessary. If there are no questions, we will be happy to welcome you as a client and you will receive the login details by email. From then on, it will be possible to order through Salonline.

My account

How can I change my personal details?
Once you have logged in, you will enter your account environment. From the menu on the left-hand side, via 'Change your details' you have the option of changing your personal details.

I forgot my password, what should I do?
You can always request a new password via Salonline. Click on 'forgot password?', enter your e-mail address and we will send you a new password by e-mail.

Can I change my password?
It is possible to change your password. Once you have logged in you will be taken to your account environment. Through the menu on the left you can change your password by clicking on 'Change password'and then enter a new password.

Can I change my delivery and billing address?
The address details you enter during registration are your (standard) billing address as well as your delivery address. Via the menu on the left, under 'Delivery address'you have the option to change your billing address as well as the delivery address, or multiple addresses.

During the ordering process, you have the option to select the desired delivery address in your shopping basket.

Order

What does the ordering process look like?
While navigating, your eye may have fallen on a desired product. You can add it to your shopping cart with the click of a button. Have you found all your products? Then go to the shopping basket at the top right. Here the products are clearly displayed and you have the option to select a different delivery address if necessary. Is everything correct? Then click the green 'place order' button. Your order will be definitively placed and sent directly to our warehouse.

Please note; In the shopping basket you have the option of moving products to the wish list that are (currently) out of stock. As soon as these products are back in stock, you will be notified by the system and you can still order them. If you choose to leave the (out of stock) products in your order, the order will be shipped as soon as all products are in stock (delivery time unknown).

How does the ordering process through the barcode scanner work?
You can use the scanner not only on your mobile phone or iPad, but also through the camera of your laptop.

Let's start with using the scanner through the mobile phone or iPad. All you have to do is log on to our website, click on the barcode scanner and point the camera of your phone or iPad to the barcode of your product. This will automatically bring up the desired product, and the system will only ask you to indicate the correct order quantity. Press the order button and the product is automatically added to your shopping basket.

But what if you don't have a mobile phone or iPad handy? No worries! It is also possible to use the scanner via your laptop's camera. Hold the desired product in front of your laptop's camera and from here you can also order your products quickly and efficiently.

Do I receive an order confirmation?
After placing an order you will receive an order confirmation by e-mail.

What if not all the products in my order are in stock today?
To each product you will see the current stock status that is available and can be shipped today. The number in brackets refers to our bulk stock and has a delivery time of +1 day. In the shopping basket you will be reminded of this again and given the choice of splitting the order or having it delivered in one go.

Is it possible to change your order once it has been placed?
Once your order has been placed it is final and will be sent directly to our warehouse. It is then no longer possible to change the order.

Can I re-order an order?
It is possible to re-order a previous order. In the order overview you can select the desired order number and by clicking on the green button 're-order'your products will automatically be added to the shopping basket. From here you can officially complete the order.

How can I see if a product is in stock?
One of the biggest advantages of business ordering through Salonline is that we always display our real-time stock. With each product, you will see the current stock status that is available and can be shipped today. The number in brackets refers to our bulk stock and has a delivery time of +1 day.

Can I always order more than the available stock?
You can always order more than our available stock displays, however, these products will not be backordered. The products that are out of current stock will automatically appear on your wish list. As soon as this item is (extra) available again, you will automatically receive an e-mail to add it to your shopping basket again.

My favourite product or brand is not in the webshop. What now?
You can always contact the Salonline team or your own account manager to discuss the possibilities. Thanks to the short lines of communication with our suppliers, we are able to respond quickly and try to meet your needs.

Can I hide the prices even if I let a client see them?
It is possible to hide the prices so that in the salon you can let your customer look into the system and you can search for the desired product together.

How can I (still) save points with my orders?
You will receive 1 loyalty point for every euro spent at Salonline. You can redeem these loyalty points on subsequent orders directly in the loyalty points shop (provided you have saved enough points). To give you a nice start in the loyalty points shop, you will receive the first 50 loyalty points as a gift from us!

Shipping

When will you start processing my order?
In the shopping basket you can determine the logistics. Are all the products you want to order available in our grab warehouse? Then we are able to process your parcel until 21:00. Do you have a product coming from our bulk warehouse? Then we will process it the next working day.

When can I expect my order?
Every evening (except Saturdays) parcels are collected by our partners. Our parcel partners will do their utmost to deliver your order as soon as possible. In the Netherlands and Belgium this will usually be the next day and within 2-3 days in the rest of Europe.

Can I specify my preferred delivery days?
Through your account, under delivery address, it is possible for customers in the Netherlands and Belgium to select the preferred delivery days.

Do you only deliver in Europe?
At the moment we only deliver in Europe, but are you a business customer outside Europe and interested? Then please contact our Salonline team at info@salonline.com.

Will I receive a track&trace code once my order has been dispatched?
Of course, you will receive a track&trace code of every parcel we send so that you can always track the shipment.

Will my orders be dispatched free of charge?
Orders above £100 will be delivered free of charge. Below this amount you pay a small shipping fee.

Please note; For pallet deliveries (or larger packages) different (price) conditions apply. Our account managers will contact you first to verify all the details.

Payment

What payment options are available?
You can use several payment methods through Salonline. We work with payment service provider MultiSafepay to process payments. MultiSafepay has modern security measures in place so that your data is protected during a transaction. This means that all payments are made via a secure SSL connection.

iDEAL
With iDEAl you can complete the payment directly in the familiar internet payment environment of your own bank.

Credit card
Pay for your order easily with your MasterCard, Visa, Maestro or American Express credit card.

PayPal
Do you have a PayPal account? During the checkout process, simply select PayPal and log in with your email address to confirm the payment.

Apple Pay
If you have an Apple device, you can easily pay via Apple Pay. Paying with, for example, your iPhone, iPad, Apple Watch or MacBook has never been so easy!

Apple Pay
If you have an Apple device, you can easily pay using Apple Pay.

Bancontact
Bancontact allows Belgian account holders to easily pay online using their bank card.

Bank transfer
You transfer the total order amount once via a regular bank transfer. Please note: if you choose bank transfer, we will not dispatch your order until we have received your payment.

Payment on account
With an allocated credit, you can receive your order first and pay afterwards. As soon as we ship your order, we will send payment details by email. You usually have 14 days from the invoice date to pay.

Automatic Direct Debit
New! With direct debit, you grant Salonline the authority to collect outstanding payments, so you never have to worry about missing an invoice again. Setting up direct debit through your account is extremely easy. If you have any questions about this process, don't hesitate to contact your account manager.

Other payment methods
In addition to the above payment methods, Salonline also allows you to pay with Ali Pay, WeChat Pay, Trustly, Google Pay, Trust Pay, TWINT and PostFinance, among others.

When is intra-community delivery?
There is an Intracommunity delivery if we deliver the goods abroad (goods must actually cross the border) and your company has a valid foreign VAT number (within the EU).

Do I always have access to my invoices?
You can access your invoices at any time via your account.

Can I also make a payment from my account?
It is also possible to pay your outstanding invoices via your account. From the menu, on the left, you have the option of paying your invoices via 'invoices'. Select the desired invoice ( or several) and then press the green 'pay invoices' button. You will automatically enter the payment environment where several payment options are offered.

Contact

Contact details
On weekdays between 09:00 and 17:00, we can be reached via the following channels:

Email: info@salonline.com

Telephone: +31 (0)88-4554575

Whatsapp: +31 (0)6-25258460

Other information
Salonline.com is a subsidiary of Trading Toppers.

Factory & postal address:
Trading Toppers B.V.
Kronenweg 2
7051 HX Varsseveld
The Netherlands

KvK number: 62766066
VAT identification number: NL854948843B01

Bank: ABN AMRO
IBAN: NL91ABNA0620401125
BIC: ABNANL2A

Who is my account manager?
After activating your account with Salonline, your account manager will contact you within 24 hours (on weekdays) to introduce himself and discuss your conditions.

How can I make a complaint?
We always try to ensure the quality of our products, and provide you with the best service. Nevertheless, it may happen that an order does not meet your expectations. Of course we would like to hear about this! Please contact the Salonline team or your own account manager. In order to get a better picture of the complaint, it would be nice to receive it by e-mail, including any visual material.