FAQs

Q: What actions should I take on Go‑Live?

To be honest we do all the heavy lifting but we recommend all Stylists should log into their account and verify that their profile address is correct. If anything needs updating, please contact Customer Support. Note that this is different from a shipping address. See videos below for Training and Guidance on how to do this.

Q: What about my old product links - will they still work?
As part of the switchover we will redirect the old product URLs to the new Shopify equivalents.
Q: As a Stylist why do I need to log in when shopping or checking out?

To ensure you receive the correct pricing, discounts, and access to stylist‑only products or Web Credit always remeber to login to Shopify.

Logging in lets Shopify correctly identify who you are and apply the right rules to your account, including:

  • Correct pricing
  • Accurate discount logic such as stylist codes, client codes
  • Access to restricted products available only to Stylists
  • Accurate tax and shipping calculations based on your account type and location

If you browse or add items without logging in first, Shopify cannot apply these rules reliably. This may cause:

  • Incorrect prices showing
  • Discounts not applying correctly
  • Items showing as unavailable when they actually are
  • Tax or shipping being calculated incorrectly

To avoid incorrect totals or checkout errors, always log in before you begin shopping.

Q: Sales Tax (USA)

In the United States, we are required to charge sales tax when a customer is located in certain states where House of Colour is registered to collect and remit tax. At this time, sales tax applies only to clients based in the following states:

Georgia (GA), Illinois (IL), Iowa (IA), Minnesota (MN), Nebraska (NE), Oklahoma (OK), and Virginia (VA).

We use an automated tax‑calculation system called Avalara AvaTax, which ensures the correct tax rate is applied based on your shipping address. Avalara is the same system we use across our platforms (including Shopify and NetSuite) to maintain accurate and compliant tax calculations.

If your address is not in one of the seven listed states, no sales tax will be added to your order.

If you believe tax has been applied incorrectly or you have an exempt status, please contact us so we can review this for you.
Please note: This does not apply to Stylists, who are exempt from sales tax.

Q: Webshop Credit Transfer – Important Update (28th January)

On 28th January (UK time), we will be transferring all remaining Webshop credit balances to our new platform.

To reassure you:

  • Nothing changes for you — your credit will move automatically.
  • No action is required.
  • You will not lose any credit, even if you haven’t used it before the transfer.
  • Any balance showing on your account on the morning of 28th January (UK time) will be captured and transferred in full.
  • The value will remain exactly the same and will be ready to use as normal once the new platform goes live.

This is a routine migration step, and we do not expect any disruption to your account or ordering experience.

Q: Where can I find TRUE Reports & Shopify Commission Reporting?
We are improving communication around links to TRUE Reports for the USA launch, including clearer guidance on how to view commission reporting within Shopify.
Q: What about my previous order details?
All previous orders will remain on the old shop website due to limitations migrating data from the legacy platform to Shopify. Access details will be placed in the banner at the top of the USA Shopify site on go‑live. These orders are also fully downloaded to MAX, so you retain full visibility. Previous orders can also be accessed at: >> Previous Order Login
Q: Why does shipping sometimes display as “Free” when credits are used?
When Web Credit is applied to a Stylist order, Shopify typically applies the credit to the shipping cost as well. Shopify then displays a “Free” label for shipping — this is a quirk of Shopify’s checkout. Shipping is not truly free; it is simply being covered by the credit balance.
Q: Why can only USA client codes be used by USA clients?
Shopify currently allows client codes only when the stylist and client are in the same region. This limitation is under review for a future phased release.
Q: Will stylists still receive SMS messages?
No — the system will no longer send SMS messages about Web Credit awards. These notifications now come exclusively via email.
Q: Why does Shopify sometimes show odd rounding differences?
Shopify calculates tax and discounts on a per‑line‑item basis and rounds each line individually before summing the order. This can produce small differences (1–2 cents). This is normal Shopify behaviour and may be more noticeable due to Web Credit and discount logic.