FAQ
Frequently Asked Questions
Orders & Shopping
What is M ROSS?
M ROSS is an online destination for premium, salon-quality haircare products. Our goal is to make professional haircare easier to shop, understand, and use at home, with guidance inspired by real salon experience.
Are your products authentic?
Yes. M ROSS only aims to stock authentic, professional-quality products sourced through approved salon and supplier channels. We do not support counterfeit, diluted, or unauthorised products.
How do I know which product is right for my hair?
You can shop by hair concern, product type, or brand. Each product page is designed to guide you with details such as what the product is best for, how to use it, and which hair concerns it may help with.
If you are unsure, you are welcome to contact us before placing your order and we will do our best to guide you.
Do you sell professional salon brands?
Yes. M ROSS focuses on professional and premium haircare brands commonly used or recommended in salon environments.
Can I use salon products at home?
Yes. Many salon-quality products are designed for home use. The important part is choosing the correct product for your hair type, condition, and concern, and following the usage instructions properly.
Shipping & Delivery
Where do you deliver?
We deliver within South Africa.
How much is delivery?
Standard delivery is R100.
From time to time, we may offer free delivery on selected promotions, bundles, or minimum order values.
How long does delivery take?
Delivery times may vary depending on your location and courier availability. Once your order has been processed and shipped, you will receive delivery updates where applicable.
Can I collect my order?
At this stage, M ROSS is primarily an online store. If collection becomes available, we will clearly communicate this on the website or during checkout.
What happens if my parcel is delayed?
Courier delays can sometimes happen due to public holidays, high-volume periods, incorrect delivery details, or courier network issues. If your order is delayed, please contact us and we will assist where possible.
Returns & Exchanges
Can I return a product?
For hygiene and safety reasons, haircare and beauty products generally need to be returned unused, unopened, and in their original packaging.
Please refer to our Returns Policy for full details before requesting a return.
What if I received the wrong product?
If you received the wrong item, please contact us as soon as possible with your order number and clear photos of the product received. We will review the issue and assist you.
What if my product arrived damaged?
Please contact us as soon as possible with your order number and photos of the damaged product and packaging. We will review the case and assist with the next steps.
Can I return a product if I opened it and did not like it?
Unfortunately, opened or used haircare and beauty products are generally not returnable for hygiene reasons, unless the product is defective or there is another valid issue with the order.
Do you offer refunds?
Refunds are handled according to our Returns Policy. Approved refunds will usually be processed back to the original payment method where possible.
Product Guidance
What does “shop by concern” mean?
“Shop by concern” helps you find products based on what your hair needs most, such as dryness, damage, frizz, colour care, thinning, scalp support, or lack of shine.
What products should I use for damaged hair?
Damaged hair often benefits from a routine that includes a gentle shampoo, strengthening or repairing conditioner, treatment mask, and heat protection. The correct choice depends on whether your hair is damaged from colour, heat styling, chemical services, or general dryness.
What products should I use for dry hair?
Dry hair usually needs moisture, nourishment, and protection. Look for hydrating shampoos, conditioners, masks, leave-in treatments, and oils depending on your hair type.
What products should I use for frizz?
Frizz is often caused by dryness, humidity, damage, or lack of smoothing products. A good anti-frizz routine may include a smoothing shampoo and conditioner, leave-in cream, serum, and heat protection.
What products should I use for colour-treated hair?
Colour-treated hair needs gentle cleansing, moisture, protection, and colour-safe formulas. Using the wrong products can cause colour to fade faster or make the hair feel dry.
Can haircare products help with hair thinning?
Some products may help support the scalp and improve the appearance and condition of thinning hair. However, hair thinning can have many causes. If you are experiencing sudden, severe, or ongoing hair loss, we recommend speaking to a qualified medical professional or trichologist.
How often should I use a hair mask?
Most hair masks can be used once a week, but this depends on your hair’s condition and the specific product instructions. Very dry or damaged hair may benefit from more frequent treatment, while fine hair may need lighter use.
Do I need both conditioner and a mask?
Yes, they serve different purposes. Conditioner is usually used after every wash to soften and smooth the hair. A mask is a deeper treatment used less often to give extra nourishment, repair, or hydration.
Do I need heat protection?
Yes, if you use a hairdryer, straightener, curling iron, or any heated styling tool. Heat protection helps reduce damage and keeps the hair looking healthier over time.
Payments & Checkout
What payment methods do you accept?
Available payment methods will be shown at checkout.
Is checkout secure?
Yes. Payments are processed through secure payment gateways (YOCO) available on the website.
Can I change my order after placing it?
Please contact us as soon as possible. If your order has not yet been processed or shipped, we will do our best to assist. Once an order has been packed or dispatched, changes may not be possible.
Can I cancel my order?
Order cancellations depend on whether the order has already been processed or shipped. Please contact us as soon as possible after placing your order.
Promotions & Vouchers
Do you offer discounts or promotions?
Yes. M ROSS may offer selected promotions, launch offers, bundle deals, voucher inserts, or free delivery offers from time to time.
How do I use a discount code?
Enter your discount code at checkout. The discount will apply if the code is valid and the order meets the promotion requirements.
Can I use more than one discount code?
Only one discount code may be accepted per order, unless otherwise stated.
Do you include salon vouchers with orders?
From time to time, selected orders or promotions may include a salon voucher or in-store offer. Voucher terms, validity, and redemption details will be provided with the promotion.
Account & Support
Do I need an account to place an order?
You may be able to checkout without creating an account, depending on the checkout options available at the time.
How do I contact M ROSS?
You can contact us through the contact details provided on our website. Please include your order number if your message is about an existing order.
When will I receive a response?
We aim to respond as soon as possible during business hours. Response times may vary during weekends, public holidays, or busy periods.
I am not sure what to buy. Can you help?
Yes. Send us a message with your hair type, main concern, current routine, and what result you want. We will do our best to recommend a suitable product or routine.
Important Notice
Product results may vary from person to person depending on hair type, hair condition, product use, lifestyle, and previous chemical or colour treatments.
M ROSS provides general product guidance only. Our advice should not replace professional medical advice, diagnosis, or treatment, especially in cases of scalp irritation, sudden hair loss, allergic reactions, or ongoing scalp concerns.