Frequently Asked Questions
Have a question about our website or operational processes? It may have already been answered below.
My Order
We pride ourselves on having what you want, when you need it. If you have encountered this issue please contact us on (08) 9204 2200 and one of our friendly team members will help you.
You can use the search function, alternatively we have all our brands listed for your convenience. If you are unable to find what you are looking for, please contact one of our friendly team members on (08) 9204 2200.
We update our website as soon as we receive new ranges. To see all our new products, please check out our stories on social media.
You will receive a confirmation email once you have placed your online order, it is then received instore by our team, picked, checked, and packed ready to be shipped out or collected. Please notify our team as soon as possible via email or phone if you wish to make any changes to your order or details as we endeavour to process all orders as soon as possible.
Once your order has left us with the courier company, we are unable to make any changes to your order. You will however be able to make a new order and have it dispatched.
Payment
We accept credit/debit card, bank transfer, and cash payments. If you prefer other payment methods, please contact us to discuss on (08) 9204 2200.
DELIVERY OR CLICK AND COLLECT
You sure can! This can be done online during each order or you can update it on your Account Page. Alternatively, you can notify us of any changes by contacting one of our friendly team members on (08) 9204 2200. You can also email us via our Contact Page.
To make sure you receive your order to the correct address, please make sure you notify us of any address changes so that we can update them in our database.
For most dispatched orders you will receive a notification that your order has been dispatched from our warehouse and this will allow you to track you order. If you need any assistance on tracking your order please call us on (08) 9204 2200.
All metro residential delivery addresses will have authorised to leave (ATL) at the premises.
If you are not wanting your package to be left, please notify us and we will mark it with a day that you will be home to receive the delivery.
Packages that are left are done so at your own risk, Ultimate holds no responsibility to missing packages once delivered. Please note, a redelivery fee will occur for any missed deliveries.
For all address changes, please notify us via email or phone so that we can update your details in our freight system. (Please note a redelivery fee will occur for address changes once the package has left us).
This depends on your location. If you are in located in the Perth metro area, delivery can take roughly 24-72 hours. For regional locations it is roughly two to four business days. For more remote locations it can take a little bit longer.
Yes you can! Depending on the size of the order we can generally have this together for you in under 1 hour. Please specify your pick up time and we will have it ready.
You sure can! Let us know an approximate pick up time and get them to ask for your order by name or business name.
RETURNS
You can find details on our returns policy here.
We will process your return in accordance with our returns policy, we will be in contact with you if we need any further information.
All returns must be received back to our store, this can be via post or in person. Where the item was incorrectly sent by us, we will take care of this process for you. If the item was ordered incorrectly, you will need to organise their return to us at your expense as long as they are in compliance with our returns policy.
If the goods are faulty, we will meet our obligations under the ACCC, please see our returns policy for more details.
ACCOUNT
We are sorry to see you go, but we understand! If you think there is something we can improve on, please let us know. Otherwise, you can unsubscribe with the link at the bottom of the newsletter.
For this, you will need to log into your account. Go to your profile and click “my details”. Change your details and click save. If you need assistance, call our team on (08) 9204 2200.
As we are industry based, you will need to provide us with your industry-based qualifications and have your account approved by us. We are very passionate about our industry and professional products. Please reach out to us so that we can assist you.
For the hair and beauty industry this can be in the form of a certificate from your training provider, email proof of your current enrollment to an industry-based provider or another supplier card. For apprentices, this can be your apprenticeship papers. Salon owners may show there ABN.
It will need to clearly state your name and what you do within the industry.
TRAINING
Yes! We believe that education is the key to success in our industry. You will find all our dates on our training page or on our social media accounts. Our trainers also can perform in-salon training for your team for your convenience. You can always call us on (08) 9204 2200 to discuss training options and prices.
As a leading industry supplier, we offer upskilling classes to qualified beauty and hair professionals. All the prerequisites are listed on our training page with our course offerings.
Yes, you can! We hire out our fully equipped training room to hair & beauty professionals at a daily rate. For more information, call our team or email us through our website contact page.
Yes, our team is made up of qualified and experienced hairdressers and beauty therapists who are highly trained in their relevant industries. We are always here to help you with any questions you may have.
