HELP & FAQ's
Is your packaging recyclable?
Yes, all of our product bottles are made from 100% renewable and recyclable bioplastic.
Which of your products are paraben/sulphate free?
We have several paraben free and sulphate free shampoos, conditioners, hair treatments and hair styling products. Check out our paraben and sulphate free collection here.
Which of your products are vegan-friendly?
We have a selection of vegan shampoos, vegan conditioners, vegan hair treatments and vegan styling products so you can take care of your hair without compromise. Shop our vegan collection here.
What is your approach to sustainability?
As a family-owned business, we care deeply about the future of our planet. We’re committed to reviewing our portfolio and developing sustainable, ethical products manufactured in a sustainable, ethical way — both now and in the future. Please refer to our sustainability page to find out more.
How do I use my product?
Each of our product pages now have a 'How To Guide' to take you through the best application tips to get the most out of your products. Simply find the product on our website and scroll until you find this section of the product page.
Are your products suitable for colour-treated hair?
All our formulations are suitable for colour-treated hair. We recommend not using Elasticizer Deep-Conditioning Treatment 72 hours before or after colour-treatment. In addition, we advise you not to use Vitamin C Jelly Treatment for the first 3 washes after having hair colour treated. As for our Pure Blonde Booster Shampoo and Booster Mask, all hair will react differently, so test a small section of your lightest hair before first use and wait at least two weeks after having hair coloured, bleached or permed before using. Finally, we advise not using Bond Builder Restorative Oil for the last 2 washes before having hair coloured, or directly after having hair coloured.
Which of your products are heat-protecting?
A number of our products are heat-protecting, take a look at the list below:
Perfecting Primer Heat Protection Spray
Daily Damage Defence Leave-In Conditioner
Density Thickening Protein Spray
Pure Colour Frizz-Fighting Gloss
Are your products tested on animals?
As a company, Philip Kingsley is and always has been cruelty free. We are against animal testing and as such when we formulate any new products, we require the raw material/ingredient suppliers to provide safety information which is based on scientifically and legally accepted alternative testing methods, which meet all international safety standards and regulations. Philip Kingsley pride themselves on using high quality highly efficacious ingredients with well-established safety records and we are complaint with the EU legislations regarding animal testing.
Do your products contain any traces of nuts?
Our formulations are nut free however our manufacturers are not nut free and so there is no guarantee that there are no traces.
Where are your products manufactured?
Our products have been manufactured in the UK.
Are your products safe to use on children?
All products have been developed for adult use. They are not specifically safety tested for children.
What if I am allergic to a specific ingredient?
If you have an existing allergy, we recommend checking our product pages for the full list of ingredients, so you know which ones to avoid. You may wish to seek guidance from your GP or a medical professional if you have any concerns.
Am I using the right product for my hair?
You can try our Hair Quiz to find the right product for your hair or contact one of our online hair consultants.
Where should I store my products?
An ideal condition to store our products is in a cool, dry place away from direct sunlight.
Can I use your products on my hair extensions?
As we aren't aware of the exact bonds or types of extensions used, we recommend speaking with the salon and stylist who fitted these for you to check you aren't supposed to avoid certain ingredients or treatments. They should be able to advise you further if our products will be suitable for the extensions you have. You can find the full list of ingredients on each individual product page.
Can I cancel an order online?
We are sorry that you no longer wish to receive your order. You can get in touch with us on the website by using the 'Contact Us' button in the bottom-right corner of the page. Alternatively, you can email us on email@example.com or call us on 0207 237 7100. We aim to dispatch orders as quickly as possible so if your order has passed a certain stage, we may not be able to cancel this for you.
Can I add or remove products from my order?
We’re unable to add any additional products to an existing order. We recommend placing a separate order with us, and you can always contact our Customer Service Team to see if it’s possible to have them packed together.
If you’d like a product removed from your order, please contact our Customer Service Team so we can see the progress of your order and see if this is possible. If your order has already been packed, we may not be able to remove products, but you’re welcome to return any unwanted and unused products within 28 days. See our returns policy here.
Which payment methods can I use to place my order?
We accept payment through the following methods: VISA, Mastercard, Amex, PayPal, Google Pay, Apple Pay
My promotional code is not working, what should I do?
Enter the promo code at the basket, exactly as it was provided and without any spaces. You just need to click on the + next to “Add a Promotional Code” at the basket. Make sure to click “Apply” for the code to be added correctly. The most common reason a promotional code is not working is because it is not valid with any other offers or promotions. You can find the terms and conditions of our promotions here for more information. If you're still having trouble, please don't hesitate to Contact Us by using the 'Contact Us' button in the bottom-right corner of the page. Alternatively, you can email us on firstname.lastname@example.org or call us on 0207 237 7100.
I’m having trouble placing my order, what should I do?
If you are having trouble placing an order or browsing on our site you may need to clear your cache and cookies. There are a few different ways to clear your cache depending on your browser, click on the browser you are using below for instructions:
If you are still experiencing issues after doing this, please contact our Customer Service Team, including;
- The steps you’ve followed so far to resolve the problem
- Screenshots of the issue you are experiencing if you receive any error messages
- Which type of browser you are using
- Details about the issue you are experiencing e.g. does it stop you from placing an order or adding an item to the basket?
I've bought your products through another online retailer or authorised stockist, can I get a refund or replacement from you?
If you have purchased a Philip Kingsley product through one of our online retailers or authorised stockists, we recommend reaching out to them directly for assistance. We are unable to issue refunds or replacements for products which are not purchased on philipkingsley.co.uk or philipkingsley.com.
What are your delivery options?
Please see our delivery information page here.
Where is my order?
1. Track your order
If you have an account with us, you can track your order in your account under “Account” in the top right-hand corner. Then click “My Orders” on the left-hand dashboard to see your current and past orders. When you click on the eye symbol on an order, you will be shown the products in more detail and can click on “Order Shipments” to find your tracking number. This will also be sent to you via email once your order has been dispatched from us.
If you placed your order as a guest, this detail will not be shown in your account. Please reach out to the Customer Service Team if you don’t receive your tracking information within 72 hours of placing your order.
2. Check the estimated delivery date
Please remember to check on our delivery options to see the estimated timeframe depending on your shipping type.
3. If the estimated delivery date has passed
If your estimated delivery date has passed, please contact our Customer Service Team and we will be happy to help.
How can I track my delivery?
Once your order has been dispatched from us you will receive an email confirmation with tracking details. Your tracking details may not update immediately, but rest assured once the courier has collected your package and it’s on the move, this will be updated with an estimated delivery timeframe. Please reach out to the Customer Service Team if you don’t receive your tracking information within 72 hours of placing your order. We ship throughout the UK and around the world by Royal Mail, Parcelforce or DHL.
What happens if I am out when my order is delivered?
If you are not home when a delivery is attempted, your tracking will be updated to show your next options. You may be able to request a redelivery the following day, deliver to a neighbour or to your local post office. Please note; this depends on the courier used for your specified shipping type, so we recommend reaching out to our Customer Service Team if you need any help.
Can I have my order delivered to multiple addresses?
You may use one shipping address per order. If you would like to send products to different addresses, simply place multiple orders on our site and change the shipping address each time. If you need any help with this, please contact Customer Service on email@example.com or 0207 237 7100.
There’s something not quite right about my order, what can I do?
We’re really sorry if your order has not arrived in the way you were expecting. Please contact our Customer Service team, and we will be happy to help. We want to sort out any issues with incorrect items, missing items or damaged items as soon as possible for you so please contact us promptly after your delivery.
Can I change my delivery address?
If you’d like to amend your shipping address, please contact our Customer Service Team. We will be able to see the progress of your order and if your order has already been packed this may not be possible.
When you place an order with us you will receive an email confirmation. Please check that all details are correct and, if they are not, please contact us immediately.
How can I return my order?
Please see our returns policy page here.
FAQ's by Range
How often should I use Elasticizer?
Elasticizer is best used regularly, so most people benefit from treating themselves once or twice a week. You will see immediate results from the very first use – but the longer you use it, the better hair will become over time.
How much Elasticizer should I use?
Our tip is to start with a small amount and add more if you need it. If you feel the Elasticizer is really sinking in and visibly disappearing, then keep applying more until your hair feels slippery and covered. You can’t use too much! Your hair will only absorb as much as it needs, and because it's a pre shampoo treatment, you’ll be shampooing away any excess. The more out-of-condition and dry your hair is, the more Elasticizer it will drink in.
Can I leave Elasticizer on overnight?
You can! This miracle hair mask can be left in for 10-20 minutes or kept on overnight for maximum results. If you are someone who prefers to shampoo in the morning, then you might find it is more convenient to apply Elasticizer before bed. Simply apply the deep conditioning treatment and wrap your hair in a microfibre turban overnight to keep it nice and secure. Then rinse well, shampoo and condition as normal the next day. Frequent use will lead to healthier looking hair with less breakage, allowing you to achieve salon-level results from one at home hair treatment.
Can I use Elasticizer instead of conditioner?
Elasticizer is designed to be a pre wash hair mask, so for most hair types it is too heavy to be simply rinsed off. However, those with very curly hair sometimes feel it works well when used as a post-shampoo conditioner, and can really tame and smooth frizziness.
Can I use Elasticizer after colouring?
You can, but we recommend you do not use Elasticizer 72 hours before or after dyeing your hair, as it may affect how the colour takes during this period only. For more information read our article on Hair Colouring.
Can Elasticizer be used on henna coloured hair?
Yes, it's ok to use Elasticizer on hair which has henna on it, although henna does fade more quickly than normal tints. Therefore, you need to be careful not to use elasticizer a week before or a week after the henna application.
Can I use Density products while using Minoxidil/taking Finasteride?
Yes, you can. We would recommend applying Minoxidil to a clean scalp and waiting 6 hours before applying any further topical scalp products. If you also wanted to use the Density Scalp Drops Foam or Toner, we would recommend using these at a different time, such as before bed if using Minoxidil in the morning. You can take Finasteride while using either Minoxidil or Density Drops (unless you were born female and are of childbearing age).
Can I use the products while pregnant and/or breastfeeding?
All cosmetic products are assessed by qualified experts for safety before they are allowed on the market. Unsafe products would not reach the market. If you have any concerns about products that you are using during pregnancy or when breastfeeding, we recommend that you consult a medical professional. We recommend discussing taking new supplements with a medical professional.
How do I know that the Density products work?
We have undergone huge amounts of testing on our Density range. All products have been through an independent user trial, where up to 100 people test each product without knowing which brand has made it. We have also undertaken several instrumental tests with laboratories, testing the volume enhancing properties and strengthening properties of our products.
Does Density come in travel sizes?
We do not currently have travel sizes of any of the products in our Density range.
Can I use the Density products together?
Yes, the products have been designed to use as a regime. For the scalp products, we recommend using them at different points during the day if you wish to feature more than one of them in your regime e.g., Preserving Scalp Foam after washing hair, before styling, followed by the Preserving Scalp Drops or Stimulating Scalp Toner before bed / Preserving Scalp Drops after washing hair and Stimulating Scalp Toner before bed.
How long will it take to see results?
You’ll likely see an improvement in your scalp and hair condition after around 2-4 weeks. Due to the length of the hairs growth cycle, results from products such as the Preserving Scalp Drops or Foam or Stimulating Scalp Toner can take up to 3 months.
Discolouration in Density Healthy Hair Complex supplements.
The supplement colour may change over time and between batches, with no impact to efficacy or safety. These colour changes are common in multi-ingredient supplements due to interactions between the various active ingredients. The supplements have been thoroughly tested and are safe for consumption.
Are the products in the Density range colour safe?
Yes, all products are safe for hair treated with permanent and semi-permanent colour. Density Thickening Shampoo specifically is sulphate free and is therefore gentler on colour treated hair.
What hair textures is the body building range suitable for?
This range is targeted at those with fine, shorter than shoulder-length, hair.
How often should I use the body building conditioner?
This ultra-lightweight formula means you can wash and condition your hair daily.
How long should I leave the body building conditioner before rinsing?
A well-formulated conditioner should work right away, so there is no need to leave it in in for longer than a few seconds. If you have particularly knotty hair, gently comb the conditioner through in the shower before rinsing using a wide tooth comb. Start at the ends of your hair and gradually work up.
Flaky / Itchy
What hair textures is this range suitable for?
All hair textures.
How often should I use the Flaky/Itchy Anti-Dandruff Scalp Toner?
Use after every time you wash your hair to instantly soothe dryness and itching.
How long will it take for the Flaky/Itchy Anti-Dandruff Scalp Toner to work?
You should feel an instant soothing effect from the first application, with further long term benefits after the first few washes.
How often should I use the Flaky/Itchy Anti-Dandruff Scalp Mask?
Use at least once or twice a week to soothe dry scalps.
How often can I use the Flaky/Itchy Dry Shampoo between washes?
You can use the dry shampoo whenever you require. It will soak up excess sebum to create an instant volume boost!
What hair textures is this range suitable for?
Those who frequently heat style, colour-treat and/or chemically process their hair. Suitable for all hair textures and lengths.
In which order do you use the Bond Builder products?
Begin with pre-shampoo treatment Bond Builder Restructuring Treatment to reinforce, repair and restructure broken bonds inside the hair, helping strands become stronger and healthier.
After shampooing and conditioning, follow with Bond Builder Lipid Shield, designed to restore the lipid layer — the hair’s first line of defence — and strengthen strands against damage.
Bond Builder Split End Remedy marks the final step in the regimen, sealing split ends and strengthening.
Can I use Bond Builder Restructuring Treatment alongside Elasticizer?
Yes, they are complementary products. If your hair is dry as well as damaged, we recommend using both treatments, on alternating weeks. Treating your hair to regular intensive treatments is hugely important in achieving your healthiest head of hair possible.
How does Bond Builder Restructuring Treatment differ from Elasticizer?
Elasticizer treats dry, thirsty hair, while Bond Builder Restructuring Treatment targets damaged hair. Elasticizer adds moisture to the hair and locks this in with emulsified oils, which temporarily seal the cuticle. Whereas Bond Builder Restructuring Treatment repairs damaged bonds within the hair shaft, allowing strands to retain the moisture they need for longer.
How often should I use Bond Builder Restructuring Treatment?
For best results, use at least once a week before you shampoo. Those with severely chemically damaged hair can use it more frequently.
Is the Bond Builder Restorative Oil colour safe?
Yes, the product is safe for hair treated with permanent colour. As the formula restores the uppermost layer of the hair, we would advise not using the formulation for the last 2 washes before having hair coloured, or directly after having hair coloured.
Why should I use Bond Builder Restorative Oil?
If you heat-style, colour-treat or chemically process your hair, Bond Builder Restorative Oil can help you reverse some of the damage this causes to your strands and keep your hair in top health so you can have the style you want without compromising on hair health.
Along with replenishing your lost lipids, Bond Builder also restores hair’s natural hydrophobicity. Healthy hair is naturally hydrophobic which means it repels water due to its inherent structure, making it easier to style and manage.
How often should I use Bond Builder Split-End Remedy?
Its best to re-apply at least every third wash.
How much Bond Builder Split-End Remedy do I need to use?
Start with a large pea-sized amount and spread through the ends of towel-dried hair. You can apply more to areas where there is more damage.
Do I use Bond Builder Split-End Remedy before or after shampooing?
You should use after you have washed and conditioned your hair.
Our Customer Care team are happy to help you with your query, but we hope these FAQ's will help you quickly find the answer you're looking for.
If not, simple get it touch using the 'Contact Us' button in the bottom corner of the screen or email us using the button below.
Have questions on how to care for your hair type?
Check out our articles written by our expert team of Trichologists in our Hair Guide