Question 1

How do I change my next delivery date?

Accepted Answer

You can move your next delivery date up to six weeks into the future within your account area at any time. Log in and select ‘Amend Next Order’. If you would like to move your delivery date further into the future, our customer care team can help at kontakt@sonshaar.de.

Question 2

I have too much product, what can I do?

Accepted Answer

If you find that you have too much product, you can skip orders on the ‘Manage Account’ section of our site. It is also possible to change the products you will be receiving in your upcoming order by removing them from your plan, and then adding them back in at a future date. Alternatively you can amend your next delivery date.

Question 3

How do I cancel my subscription?

Accepted Answer

You are not tied into a contract and can cancel your subscription at any time before your next order renews. Future order dates can be seen on the ‘Manage Account’ section of the site. It is also here where you can cancel your subscription. Log in and select ‘Amend Next Order’ then ‘Pause Subscription’.

Question 4

I want to change my plan, what can I do?

Accepted Answer

If you would like to change the plan that you are on, or add/remove individual products, this can be done on the ‘Manage Account’ section of our site. If you have a specific order request that you cannot setup yourself on site or any other difficulties related to changing plan, reach out to the customer care team at kontakt@sonshaar.de and they will be able to help you with whatever your request.

Once you have taken a free online hair loss consultation, our prescribing partners will be able to recommend the most suitable plan for you. Our goal is to provide you with the right information to help you make an informed decision on how to treat your hair loss. If you are unsure or uncomfortable about taking any medication, the answer may well be not to take it.

Question 5

I want to pause my subscription, what can I do?

Accepted Answer

You can pause your subscription at any time before your next order renews and can be restarted at any stage on site. Log in and select ‘Amend Next Order’ then ‘Pause Subscription’. Alternatively, it is also possible to contact the customer care team at kontakt@sonshaar.de who will be able to pause your subscription for you.

Question 6

How much does delivery cost?

Accepted Answer

Free Delivery on all orders over £40, £2.99 for orders below £40.
We ship using Royal Mail's Standard 3-5 days delivery service for free. Royal Mail delivers Monday to Saturday.
We also offer a 48 hour tracked delivery service for £3.99

Question 7

What is your returns process?

Accepted Answer

We understand that there may, on occasion, be times where you wish to return an order that you have received from us. We aim to make the returns process as easy as possible for our customers.

For Non-Medicinal Products, like our shampoo for example, these must be in the original packaging and unopened, in a condition fit for resale. If the product being returned does not meet these conditions, we will be unable to offer a refund.

For Medicines/Prescription products, unfortunately we are unable to offer a refund as these are pharmaceutical products and by law, they must be used or destroyed once dispatched from the pharmacy.

Question 8

How do I place an order?

Accepted Answer

To place an order, complete our online consultation here: https://sons.co.uk/pages/consultation-hair. The consultation takes less than 1 minute and has been designed by our medical team to collect the necessary information for safe treatment recommendations. Once completed, your recommended plans will show on screen, however you can still scroll through the rest of the range if you’re after more options.

Question 9

How does the subscription work?

Accepted Answer

Our subscriptions are non-contractual and on a rolling basis. Because the treatments are long term solutions, we aim to offer a convenient service without any breaks in your treatment. The subscriptions are paid up front for the full number of months you have selected, and will renew at the same frequency. So, if you purchase a 6-month plan, you will receive 6 months worth of products that will automatically renew every 6 months.

Question 10

Can I cancel my order?

Accepted Answer

All orders are final, and cannot be cancelled once processed. To ensure you don’t receive an unwanted order, we send reminder emails ahead of each renewal. We also have an easy-to-use manage account section that can be accessed at any time upon login. You can make any changes to your next order up until the day before your next order is due to process.

Question 11

How do I know what treatment is right for me?

Accepted Answer

Our online consultation was created to help every single one of our customers find the best treatment for them - whether they’re familiar with the treatments or just starting out. We also have lots of blogs with information and clinical studies that you can browse through here for some extra reading about hair loss, hair health, and the treatments we offer.

Question 12

I ordered the wrong item, what are my options?

Accepted Answer

We try to make ordering as easy as possible, but we understand that mistakes happen. If you accidentally ordered the wrong item, please reach out to our Aftercare Team who will be happy to assist at kontakt@sonshaar.de.

Question 13

What should I do if items are missing from my order?

Accepted Answer

We strive for the highest level of service, but understand that human error can happen. We will always do our best to sort out any mistakes as quickly as possible. If you’re missing any items from your order, please get in touch with our Aftercare Team immediately and they will be able to investigate and resolve your query.

Question 14

Why does the price change after my first order?

Accepted Answer

As an introduction to the brand and your treatment, we offer a discount on selected items in your plan. This intro offer is for every new customer on their first order. All orders that recur after will be the regular price of the plan, which you can find on the website, as well as your first order confirmation email. We believe this is how we can provide a fair offering to all our customers.

Question 15

Can I order on behalf of someone?

Accepted Answer

Orders must be placed by the person who plans to use the treatment, as they'll need to complete a consultation to help us determine if it's safe and suitable for them.

Konto & Abonnements

Wie kann ich mein Abonnement kündigen?

Ich habe noch so viel von meinen Sons Produkten übrig, was kann ich tun?

Ich möchte meinen Behandlungsplan ändern, was kann ich tun?

Ich möchte mein Abonnement pausieren, was kann ich tun?

Wie lange ist die Vertragsdauer? Kann ich kündigen?

Wie funktionieren Retouren?