Find answers to our most frequently asked questions about account verification, shipping territories, and more!


NEW ACCOUNTS

What will I need to create an online shopping account?

Cosmetology Students
You will need your drivers license and a valid Student ID.

Licensed Professionals
You will need your drivers license and a valid cosmetology license. If you wish to ship to your salon address, you will need the salon business license number and contact information.

Salon Owners
You will need your drivers license, salon business license, and a valid billing address. If you are ALSO a licensed cosmetologist, you will need to provide a valid cosmetology license.

Q: How long will it take to approve my online account?
A: Most accounts are approved within 2-3 business days if all the application information is accurate and complete. Not submitting all necessary material - copies of licenses at the time of application will delay the process.


ORDERING AND SHIPPING RESTRICTIONS

Q: Why do I need to provide my cosmetology license to shop?
A: East Coast Salon Services sells professional products to licensed professionals only. Proof of licensing is required to create a shopping account. This protects the integrity of our products and of our manufacturers; it also ensures the safety of our customers.

Q: Why can I only order 3 of each item?
A: Students and individual stylists may only purchase 3 of each product to comply with diversion guidelines. A salon owner or a salon account can order larger quantities of an individual product.

Q: Why does my shipping address need to match my driver’s license?
A: East Coast Salon Services needs to confirm that the address and name on the license and account are all verified and match, to protect against diversion and professional liabilities.

Q: Can I ship to a different address?
A: We can only ship to the address that appears on a driver’s license or a verified salon address. If you would like to add a salon address to your account as an alternate shipping address you will need to provide salon credentials including Business License Number and expiration.

Q: How do I change a shipping address or billing address?
A: Contact East Coast Salon Services Customer Service at 1-800-257-7104. They will be able to update information after you have provided proof of your new address.

Q: Why aren’t all products available in all regions/zip codes?
A: Based on manufacturer contracts, some products can only be sold, and shipped, to certain geographical territories. The restrictions vary by product and by manufacturer.

Q: I don’t live near any ECSS stores or Sales Consultant territories; can I still purchase from you?
A: Yes! Many products (those without contractual shipping restrictions) can be sold and shipped anywhere in the United States to a salon or to licensed cosmetologists.


ONLINE SHOPPING SPECIFICS

Q: Do you offer coupons or discount codes?
A: We strive to consistently offer the lowest professional rate on products and services to our customers. Manufacturer specific promotions are offered on a monthly or bi-monthly basis. See our promotions page for a list of the current deals. Additional coupons or gift cards may be offered as a part of special events or initiatives.

Q: What is the return policy for items purchased online?
A: Most products purchased online or in stores are sold with a 90 day return policy. Exceptions based on Manufacturers guidelines do apply. Some items are non-returnable, including makeup, nail polish, and holiday gift boxes.

Q: Can I return an appliance?
A: Appliances can be returned directly to the manufacturer. You can reach out to our Customer Service team for assistance.

Q: Will my sales consultant get credit for my online purchase?
A: Yes, regardless of how your order is placed, if a sales consultant is connected or assigned to your account, they will receive due credit.

Q: Why can’t I find the product I’m looking for?
A: We strive to keep the website as up-to-date on current inventory as possible. If you cannot find a product online, it may be discontinued by the manufacturer, or it may be a store-only item. If you don’t believe either of these scenarios apply, please call Customer Service at 1-800-257-7104, so we can help you find what you need.

Q: Why are some items listed as special order? What does that mean?
A: Due to customization or other specifications, some products we offer, like shears, are not kept in stock in our warehouse. All special order items are sold on a “as requested” basis. Request your special order through the product page on our website and a Customer Service will contact you to complete the order.


DIVERSION

Q: What is diversion?
A: Diversion is the unauthorized sale of professional products in non-professional locations (such as drug stores, supermarkets, or online retailers). Diverted products may be counterfeit, diluted, expired, or otherwise tampered-with. Genuine professional products are sold ONLY by authorized distributors and accredited salons and spas.

Q: What is ECSS’s policy regarding diversion and diversion prevention?
A: Please visit our Terms of Use Page to read our full Product Purchase Agreement and Diversion policies.

Q: What is a KEVIN.MURPHY non-diversion contract, and why do I need to sign it?
A: To ensure the safety and legitimacy of their products, in addition to East Coast Salon Services’ in-house diversion policies, KEVIN.MURPHY requires a signed non-diversion contract before the sale of any KEVIN.MURPHY products.