FAQ

Frequently Asked Questions

Registration

How do I register on Wellastore? / How do I create an account in Wellastore?

To create a professional account you can click here (https://us.wella.professionalstore.com/en-US) and complete the registration form. If you already have a Wella Account number, please choose existing professional account. If you do not and you are a licenced cosmotologist, please choose "new professional customer*. If you are not licenced, you can choose "I am a consumer".

Where can I find my Wella account number?

Your Wella account number can be found on your invoice, or in your account details. If you are unsure, please call 877-242-4451.

What documents do I need to register?

To register as a new professional customer, please make sure you have your licence number when creating your account.

Can I register on Wellastore if I am not a salon owner?

Yes

Do I need an account to shop on Wellastore?

Yes, please choose "register" at the top right of your screen.

Can I register on Wellastore if I have never bought directly from Wella Company?

Yes! Please choose the option "new professional customer" when registering and have your licence number. If you are not licenced, please choose "I am a consumer."

My Account

Can multiple people within my salon place an order?

Yes - you can add multiple employees under the 'my employees' tab in the drop down menu.

I would like to order online for several of my salons, do I need to register each salon separately or can I use the same email address?

Please contact us at 877-242-4451, or email us at wellaonline@wellasupport.com for resolution.

I already have a Wellastore account. How do I register on WellaOne?

Your existing Wellastore account login is your WellaOne login.

How can I reset my password?

Please click the "Forgot Password?" link below the password field during login. You will be prompted to enter your email address to recieve a reset password email.

How do I close my WellaOne / Wellastore account?

If you no longer wish to have an account with us, please call 877-242-4451, or email us at wellaonline@wellasupport.com

I need help with my account. Who can I contact?

Our Wellastore Support team would be happy to help, please call 877-242-4451.

I have a Wellastore account, but cant log in.

Your password is potentially incorrect. Click 'forgot password' and reset your password through email that will be sent to you.

I cannot find the email to reset my password - where can I find it?

Please check your junk email, however if after checking you're still unable to find this, please contact the Wellastore Support Team at 877-242-4451.

How can I manage my account information?

You can manage and edit your account information in the 'My Profile' tab on the dropdown menu. Click 'Edit My Account Details' button.

WellaOne

What is WellaOne ?

A digital portal with a single login account that will connect you to all Wella Company digital platforms, including Wellastore. From the start you will be able to view, track and pay orders as well as download invoices. Soon you'll enjoy additional features like a personalized Calendar, access our Loyalty programs and our innovative Education platform.

What is the difference between Wellastore and WellaOne?

WellaOne is the single entry point for all of our digital offerings, including Wellastore. With just one account, you'll unlock access to all Wella Company digital platforms, including Wellastore, our dedicated eCommerce platform within WellaOne.

What are the benefits of WellaOne?

Access services that were previously hosted in different platforms, with one-single log-in. View, track and pay orders as well as conveniently download invoices or submit Help request in one place..

What impact does WellaOne have on my current ways of working/ordering?

WellaOne will add convenience to your life by accessing the information you need, quicker. This is in addition to our current services, it is not a replacement.

How do I log in to WellaOne?

Using your username and password, like any other login. If you already have a Wellastore account, simply log in with your existing credentials and explore all the features WellaOne has to offer!

Commercial Conditions

I cannot see certain brands when I am logged in, why?

If you are not a licenced professional, you may not have access to see our professional products. If you are licenced, please call us at 877-242-4451.

Ordering

How do I access Wellastore in WellaOne?

If you are currnetly logged into WellaOne - Please click the Wellastore Icon on the top navigation bar. This will take you directly to shop on Wellastore.

Where can I find my order history or manage purchases?

On the top navigation bar, click your name, then choose "My Orders".

Why does my order show as "Overdue" / "Due"?

Our system shows this order as unpaid. If you have just recently paid for your order, it may take some time for the status to update in MyOrders. If you would like more details please submit a Help request on WellaOne MyOrders [https://www.wellaone.com/my-orders]

What should I do if a product is not visible on Wellastore?

If you can not find the product you are looking for, please call 877-242-4451, or email us at wellaonline@wellasupport.com.

How can I order one of my past orders again?

To place a previous order again, click on your user name in the upper right corner of the store after you have successfully logged in to open the menu. Then go to 'My Orders'. Once you have found the order you would like to reorder, click on the arrow circle under the 'Reorder' header. All products of the selected order will be added to your existing shopping cart. If you wish, you can still adjust the quantities in the shopping cart view.

I regularly order the same items, can I create a favorites list?

Yes, you can easily create your own personal favorites list. To do this, click on the heart symbol at the top right of the desired products. The product will be added to your favorites list. You can call them up at any time in the menu under the tab 'My favorites'.

Can I view my previous orders online?

You can find all of your previous orders dating back to the 16th of July, 2021, under 'My Orders'.

Can I view my previous orders online?

You can find all of your previous orders dating back to the 16th of July, 2021, under 'My Orders'.

Can I cancel my order?

Unfortunately once the order has been placed we are unable to cancel this order.

Can my Sales Representative still take orders?

Yes, online ordering is simply an additional way for you to place your order when you need it. Ordering online does not change your relationship with your Account Manager.

Can I add or remove products after placing an order?

No. Once an order is submitted we can not add or modify the order.

Is there minimum order threshold?

There is no minimum order threashold on wellastore, however you will receive free shipping on orders over $50.

Payments & Discounts

What are the payment modes available on Wellastore?

Credit card payment OR a previously agreed upon invoice payment

Will my discount be applied?

If you have a Contractual discount, it will be applied to every order at checkout.

Do I have the same promotions on Wellastore than via my Sales Representative?

We try wherever possible to replicate business promotions, however there may be occasions where Account Managers have introductory deals. In addition we run online only promotions from time to time.

How to use a promotion code?

Please enter any promotional code at checkout.

Invoice

How can I download my invoice as a pdf. / obtain a copy via email? Where can I find my latest invoices? Where can I find the invoices of the orders that were done via my Sales Representative?

Under My Orders on WellaOne, you can choose to email or download your invoice.

How can I download my credit note / debit note as a pdf. / obtain a copy via email?

Under My orders on WellaOne, you will find a tab for Credits/Debits. There you are able to download or email a copy.

Will I receive an invoice for my online orders?

Yes, you will receive your invoice via email. You can also find it on WellaOne, under my orders.

Delivery

How much does shipping cost?

Shipping is free with any purchase over $50 online. If you order less than $50, shipping charge is $12-$15USD.

When should I expect my order to arrive after placing it?

Shipping time varies by location. Please check your email for a tracking number once your order has shipped.

How can I track my order?

Once your order has been shipped, you will receive a Shipment Confirmation email with your order details. You can also track your orders in WellaOne under "my orders".

Can I select a desired delivery date?

Unfortunately, this isn't possible at this time.

Can you deliver to an address other than my usual delivery address?

Yes, you can choose to enter a new shipping address, however it will delay your order 1-2 business days.

What happens if I haven't received my order?

Please double check tracking, and contact us at 877-242-4451, or email us at wellaonline@wellasupport.com for resolution.

What should I do if I have an issue with my delivery?

Please contact us at 877-242-4451, or email us at wellaonline@wellasupport.com for resolution.

Claims / complaints

A product I ordered is not delivered, nor billed, do I need to order it again?

When an item is not sent, and you are not charged, the product was unavilable and will need to be reordered on your next order.

Can I return or exchange my order?

We are unable to offer a return or exchange unless the product is damaged or defective.

How do I return an item?

Returns must be made within 30 days of order. Call us at 877-242-4451, or email us at wellaonline@wellasupport.com for resolution.

How long do refunds typically take?

Time frame varies by type of refund. Please call 877-242-4451.

What if my item is damaged or defective?

You may submit a claim on WellaOne, call us at 877-242-4451, or email us at wellaonline@wellasupport.com.

I have received an item I did not order, what should I do?

Call us at 877-242-4451, or email us at wellaonline@wellasupport.com for resolution.

Help or advice with products after 30 days of purchase

For help or advice with products after 30 days of purchase, please call us at 877-242-4451, or email us at wellaonline@wellasupport.com

Data Privacy

Where is my data stored? What type of data do you store? How long is my data stored for? How do you use my personal data?

Nothing is changing regarding data processing. We are using the same processes as before. What is changing is at the fronted of how you access our services. If you want more info, please refer to the privacy policy: https://www.wellacompany.com/privacy-policy

Where can I see the data you are holding of me?

Please fill in this form: https://www.wellacompany.com/consumer-affairs

Contact Details

Wella Customer Services contact details

Wellastore Customer Service - Phone 877-242-4451 or wellaonline@wellastore.com