FAQ

REGISTRATION & PRO ACCOUNT

Who can order on capilexbeaute.ca website?

The capilexbeaute.ca website is reserved exclusively for professional hairdressers, beauticians, and barbers.

Here are the details of the professionals who can place an order:

• Professional hairdressers and barbers (salon owner, chair renter, home hairdresser and barber, salon employee, salon student, teacher in the field).
• Professional estheticians (salon owner, esthetician chair renter, home esthetician, esthetician employee, esthetician student, esthetician teacher).

When creating a web client account, you will be asked to provide proof of your professional status (diploma in hairdressing/aesthetics/barbering or any other document proving your professional status. For students, proof of school attendance is required.

To create a web customer account

Creating a professional account is required to view our prices, place an order, and access your personalized information.

The creation of a web customer account is possible in the following two cases:

• If you already have a Capilex customer account and would like to become a web customer, your account is pre-registered. Simply fill in the information requested in the I AM ALREADY A CAPILEX CUSTOMER form (link to the CUSTOMER ACCESS page).
• If you are a new professional customer and would like to become a Capilex customer (including web customers), please complete the following registration form (link to the page with the registration form).

When creating a web customer account, you will be asked to provide proof of your professional status (diploma in hairdressing/aesthetics/barbering or any other document proving your professional status. For students, we require proof of school attendance.

How do I place my first order on capilexbeaute.ca?

To place an order on capilexbeaute.ca site, you must first create a web customer account (see the CUSTOMER ACCESS page).

Then, by logging in to your professional account, you can view prices, product availability and select the items of your choice.

GENERAL

I don't see product prices all the time, why?

To access product prices and quantities, you need to log in to your professional account on the Capilex website.

If you do not have a professional account, you will need to create one. To do so, please fill in the following form (refer to the page with the registration form).

Some products cannot be ordered above a certain quantity. Is it still possible to order more than the quantity indicated?

For special orders, please contact:

• Your Capilex representative
• Our customer service department by e-mail with SPECIAL ORDER in the subject line (info@capilexbeaute.ca) or by telephone (toll-free: 1 800 463-4721).

Why do some items require approval before I can place an order?

Some items require verification by the Capilex team to validate their availability. These include items in our Furnishings section. If you are interested in an item, you can confirm it and request availability directly by filling in the form on the item page.

Our team will get back to you as soon as possible.

EDUCATION & EVENTS

Are Capilex training courses and events reserved exclusively for Capilex professional customers?

Yes, the training courses and events we organize are reserved exclusively for our professional customers who have an active Capilex customer account.

We also broadcast training courses and events organized by our partners. Please refer to our partners' registration terms and conditions to find out about your eligibility.

Do I have to pay for Capilex training courses and events?

Some of our trainings and events are free of charge and others are not. In either case, this information is clearly indicated in our communications.

BILLING & ORDER PROCESSING

What methods of payment are accepted on the Capilex website?

We accept the following methods of payment:

• Credit cards (Visa and MasterCard)
• " Payment to account " (this option will be validated with the Capilex team at the time of ordering).

In all cases, the creation of a professional account is required to place an order.

How do I cancel or modify an order?

It is possible to modify or cancel an order depending on its status. If your order is being processed, contact our customer service department by e-mail with the subject line CHANGE AN ORDER (info@capilexbeaute.ca) or by telephone (toll-free: 1 800 463-4721).

Once your order has been processed and shipped, please follow the procedure described in our Returns Policy (refer to the Returns Policy page) to return it in-store or by mail.

I've received my order, but I'm missing some items or the items I ordered don't match what I ordered?

Please contact our customer service department by e-mail with NON-CONFORMING ORDER in the subject line (info@capilexbeaute.ca) or by telephone (toll-free: 1 800 463-4721).

When contacting us, please provide the following information:

• Your order number.
• Your customer number and contact details (last name, first name, phone number and e-mail address);
• Enclose your original invoice (if contacting us by e-mail).
• Give details of the reason for your request (number and product/SKU code of missing products, details of products received in error).

SHIPPING

What are the delivery charges?

For all orders placed on the Capilex website, shipping costs $12.99.

Pick-up at one of our two distribution centers is free of charge:

Please note that delivery charges may be different for some larger items, such as those offered in our Furnishings section. Our team will inform you of the delivery charges for larger items once you have requested them (by filling in the form on the page of the desired item).

How long does it take to deliver my order?

As soon as we receive your order, our delivery times are between 24 and 72 hours on working days.

Please note that longer delays may exceptionally occur in the case of major events beyond our control (pandemics, supply problems, staff shortages, etc.). You will be informed within a reasonable time of any such exceptional circumstances.

What regions are covered for delivery of my order?

Capilex covers delivery of your order throughout the provinces of Quebec, New Brunswick, Nova Scotia, and Prince Edward Island.

How can I track the shipment of my order?

You can track the progress of your order by logging into your professional account.

You will also receive an email from our carrier informing you of the shipping status of your order so you can track its delivery.

SECURITY & CONFIDENTIALITY

Are transactions on the Capilex website secure?

Absolutely. All information communicated during the creation of a professional account and during a payment is encrypted and protected data, non-transferable and non-usable other than for professional purposes requiring your agreement.

NEWSLETTER

How can I unsubscribe from the Capilex newsletter?

Simply go to the bottom of any of our newsletters and select "UNSUBSCRIBE". Then follow the on-screen instructions to validate your un-subscription.

If you change your mind, you can re-subscribe to our newsletter at any time by going to our Newsletter page and filling in the information requested to validate your subscription (link to newsletter page).