Help Centre

Question 1

Returns Policy

Directions Hair Colour · Accepted Answer

Directions Official Online Store hope that every purchase made fulfils all your needs and requirements. Should you wish to return any goods, please see below:

Refunds/exchanges for unwanted/unsuitable goods: Directions Official Online Store must be notified via email at retail@lariche.co.uk within 7 calendar days of receiving goods – please provide the following information in your email: order number, name, address, reason for return and any further information you feel necessary.

You will be notified by return email of refund/exchange instructions and any refund/exchange will be issued within 30 working days of Directions Official Online Store receiving the returned item(s).

Unwanted/unsuitable goods will be refunded/exchanged provided the product is unopened and/or unused in any manner.

We are unable to refund postage and packaging charges for unwanted/unsuitable items. This also applies to items returned to Directions Official Online Store by Royal Mail or international postal carriers. Please know, this also applies if the goods are returned to us from customs.

Refunds/exchanges for damaged/faulty goods*: Please notify Directions Official Online Store of any damaged/faulty goods via email at retail@lariche.co.uk within 7 calendar days of receiving goods and please provide the following information in your email: order number, name, address, reason for return and any further information you feel necessary. *this also includes any orders with missing goods.

You will be refunded for the cost of goods or goods exchanged following a full examination upon receipt of original returned goods within 30 working days.

Please note: Directions Official Online Store do not take responsibility for items lost or damaged in transit. We recommend using a recorded or insured method of postage.

For any orders received back at our returns department due to failed delivery at no fault of the courier or Directions Official Online Store, only a refund for the cost of goods is eligible, minus the original postage cost.

Any refunds will be credited to the account from which the items were purchased.

Due to the nature of some of the products sold via our websites, please ensure that you read our How to Use, Dos and Don’ts and Warnings before you make any purchases, as Directions Official Online Store accept no liability.

Question 2

Delivery & Shipping

Directions Hair Colour · Accepted Answer

This page contains everything you need to know about our UK and international shipping, we always aim to despatch orders within 1-2 working days if possible.

UK Delivery

Delivery type: DPD (Royal Mail for non-mainland locations)
Delivery cost: £5.50 or FREE on orders £20 or over
Delivery time: 1–3 working days
Tracking: YES

European Delivery

Delivery type: Royal Mail International Tracked
Delivery cost: From £10.00 or FREE on orders £50 or over
Delivery time: 7-25 working days*
Tracking: YES

Custom fees may apply if requested, these costs are out of Directions control. If you then refuse to pay the fee, your goods will be sent back to us and the shipping charge will be deducted from your refund. Directions are not liable for any costs custom charge for your parcel to be delivered.

Any orders that are returned to us and you wish to be refunded, the shipping charges will be deducted from your refund.

Rest of World

Delivery type: Royal Mail International Tracked & Signed
Delivery cost: From £12.00 or FREE on orders £50 or over
Delivery time: 7-25 working days
Tracking: YES

Due to weight limits offered on our retail delivery services, orders over 2kg may be despatched in multiple deliveries at the discretion of Directions Official Online Store.

Please note:

Directions do not currently deliver to China.

La Riche Ltd or Directions Hair Colour are unable to accept responsibility for any items lost in transit if a non-tracked delivery method is selected. If your country is not listed, please contact us at retail@lariche.co.uk for further information.

It is the customer's responsibility to keep track of the latest status' of their order - Directions do not receive or send individual updates once items are despatched.

Custom fees may apply if requested, these costs are out of Directions control. If you then refuse to pay the fee, your goods will be sent back to us and the shipping charge will be deducted from your refund.

Please know, a 'safe place' has been selected for the courier to leave your parcel and it's then stolen or missing, it's your responsibility. Directions will not replace or refund for the goods.

All delivery times listed above are estimates. Directions Official Online Store are not responsible for any delays incurred after despatch.

Purchasing from our website is your agreement to our terms and conditions

Question 3

Are any of your products tested on animals?

Directions Hair Colour · Accepted Answer

All our products are 100% cruelty-free.

We’re proud to be PETA Cruelty-Free & Vegan certified, which means that nothing in the Directions range has ever been tested on animals, and never will be.

Question 4

How long will Directions Hair Colour last?

Directions Hair Colour · Accepted Answer

This may vary depending on your hair.

Your hair type and its condition will affect how long our colour stays at its most vibrant. It’s worth noting that some of our colours may leave a permanent stain in blonde or bleached hair. If you’re unsure, we always recommend getting advice from a professional colourist.

Question 5

What do I do if my colour goes wrong?

Directions Hair Colour · Accepted Answer

Don’t panic, our How To Guide can help.

We never recommend using colour removers or strippers. Instead, take a look at our How To Guide — it’s full of tips and tricks for removing colour faster. If you still need help, don’t hesitate to get in touch.

Question 6

When will I receive my delivery?

Directions Hair Colour · Accepted Answer

We do everything we can to get your order to you as quickly as possible.

Exact delivery times will depend on your location and chosen shipping method. Just head to Delivery & Shipping to find out more.

In the event your order is lost in transit or goes over the delivery partner's stated policy time, we can only offer compensation once the loss has been investigated by the delivery partner. We appreciate your cooperation in the event this occurs.

Question 7

What happens if the items I need are out of stock?

Directions Hair Colour · Accepted Answer

Hold tight, we’ll do our best to keep you updated.

We’ll let you know when the item you wanted is available again as soon as possible and offer alternative options to help you in the meantime.

Question 8

Which payment methods do you accept?

Directions Hair Colour · Accepted Answer

We accept major credit cards and online payment methods.

That includes VISA, Mastercard, American Express, and registered PayPal accounts too.

Question 9

What if my order hasn’t arrived?

Directions Hair Colour · Accepted Answer

Track your delivery or get in touch with your courier.

You can keep track of your orders or contact your courier using the details provided in your despatch email. If your items still haven’t arrived within the estimated time, let us know. We’ll investigate the delay and get your items back on track.

Europe & ROW
In the event your delivery goes over 25 working days from the estimated delivery date and has not arrived, you must contact the Directions' team so that we can claim on your behalf and provide you with a full refund. Please note, this can take between 30-90 days from when the claim is processed, due to Royal Mail policy. Unfortunately this process is out of Directions' control but we apologise for any inconvenience caused.

If you do not get in touch with us, after 25 working days from placing your order we will assume your items have arrived with you and update you status as completed. This is due to some instances where tracking has not updated.

Question 10

What do I do if I’m not happy with my purchase?

Directions Hair Colour · Accepted Answer

We’ll do everything we can to solve the issue.

We pride ourselves on the high quality of our products. However, if you have a problem with any of your purchases, please let us know.

Question 11

Can I use your product when pregnant or breastfeeding?

Directions Hair Colour · Accepted Answer

It’s best to be on the safe side.

Although all our colours are chemical-free, we do not recommend using any of our products while pregnant or breastfeeding.

Question 12

Can children use your products?

Directions Hair Colour · Accepted Answer

All our products are 16+ recommended.

Because the length of time that our colours last can vary, our products are not advisable for young children.

Question 13

Can I use your colour on grey hair?

Directions Hair Colour · Accepted Answer

For any hair shade, we always recommend a strand test before application.

Because our colours are semi-permanent, they may tone grey hair instead of achieving your desired colour with 100% accuracy.

Question 14

What colour would you recommend for my hair?

Directions Hair Colour · Accepted Answer

As a rule, we recommend using colours darker than your current shade.

Without pre-lightening your hair, some of our colours will only create a tint, rather than full vibrant coverage. Our How To Guides are full of hair colour tips and tricks, but if you’re unsure about anything, always consult a specialist.

Question 15

Exclusive distributors

Directions Hair Colour · Accepted Answer

Whilst Directions ship worldwide, we also have exclusive distributors in other countries meaning that this global site will not ship to these specific territories.

The details of these trusted partners, can be found below:

Germany:
Please contact: mondel@directions.de

Israel:
Please contact: micom@012.net.il

Poland:
Please contact: office@miracleart.pl

Please note:
Directions do not currently deliver to China

Question 16

Country-specific customs

Directions Hair Colour · Accepted Answer

Please note: Europe / Rest of world - your order may be subject to country-specific customs duties and import taxes which will be the sole responsibility of you (the customer).

Question 17

Social Media Competitions

Directions Hair Colour · Accepted Answer

These T&C's apply to all competitions and giveaways posted via our official social media channels.

Winners of Directions' social media competitions via Instagram, Facebook, Twitter, Threads, YouTube and/or TikTok will be entitled to their choice of prize as outlined in the list of goods within the competition description. Winner's agree to be provided prizes by the company at no expense of the benefit of the winner. The winner agrees that these products will not be provided for resale. Should the winner have no use for the prize, then all products must be returned to the company at the expense of the winner.

Please read our full returns policy to understand the process in the event a prize is required to be returned. We also recommend reading our delivery & customs information prior to entering, to ensure the winner is satisfied with all conditions based upon their location.

Please note in the event a prize is returned due to failed delivery, we will be unable to re-despatch unless the winner wishes to cover the cost of re-delivery.

Question 18

How do I stop my colour from bleeding?

Directions Hair Colour · Accepted Answer

Due to the semi-permanent nature of Directions dyes you may experience colour transfer after application.

Please ensure you wash your hair until the water runs clear, with our colour protecting shampoo & cool water, to lower the risk of colour bleeding.

We also recommend to avoid using conditioner based products, due to the conditioner-base in our dyes.

Use old towels, clothing and bedding until the colour stops bleeding, to help avoid staining surfaces.

Question 19

Why isn't my discount triggering?

Directions Hair Colour · Accepted Answer

Unless stated otherwise, discounts cannot be used in conjunction with one another.

This includes codes, student discount and reward tiers.

The system will automatically choose the most beneficial discount for the customer, however customer's may want to remove manually entered codes when shopping excluding items such as sale, as this may be the best save.

I still think my discount is valid...
If you're unsure, please contact the team so they can look into your discount further.

Question 20

I think I've received the wrong colour

Directions Hair Colour · Accepted Answer

If your tub has the incorrect colour name on the top sticker or a gold label, then please contact us.

If the correct colour name is displayed and your tub has a silver label, it's important to note before contacting us that the colour of the formula doesn't reflect the colour result that will be achieved on the hair.

We like customers to know that some of our colours may appear darker or different in the tub as advertised, this is because the colour you choose should be based off of the result that will be seen on the hair and not the formula colour.

For example, Turquoise can look more of a dark blue or White Toner has a purple formula.

The best way to determine the colour result is via a strand test. If your strand test still produces an unsatisfactory colour result, then please contact us so we can help further.

Question 21

When will my tub expire?

Directions Hair Colour · Accepted Answer

Once opened, we recommend using your tub of Directions hair colour within 12 months.

If un-opened, your tub can have a shelf-life of up to 3 years.

However, this can vary depending on exposure to any elements e.g. sun or heat. Therefore, please ensure a strand test is performed before every use.

It is at the customer discretion to use past these estimates and Directions will not take any responsibility for results.

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Shipping & Tracking

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Find everything from colour advice and product information,
to shipping times and payment methods.