Cancel eSalon the easy way

Service overview

eSalon is a personalised at-home hair colour and hair care service that creates custom-formulated hair colour kits based on user profiles and consultations with a professional colourist. Customers can order one-time kits or join a recurring Flex Plan for auto-shipped colour and product discounts.

How the service works

Customers complete an online consultation describing hair history and colour goals. A colourist formulates a bespoke box that includes colour, developer and step-by-step instructions. The Flex Plan applies a 20% discount on auto-shipped items and free shipping for orders over £32.

Company facts

Read more about the custom process at eSalon Custom Hair Color.

Web - cancel from your account

1. Go to https://www.esalon.co.uk/ and log in.
2. Open Account or My Flex Plan and select Delivery Settings.
3. Choose Skip Next Order or Cancel AutoShip and save changes.
4. Take a screenshot of the updated subscription status and email it to yourself for proof.

Phone - speak to support

1. Call the UK support number shown in your account or on your order confirmation. Research notes a toll-free telephone option but the public number is not published.
2. State your full name, order number and request immediate cancellation of AutoShip or next delivery.
3. Ask the agent for an email confirmation and reference number. Keep the date and time of the call.

Email - written cancellation

1. Send a clear email to [email protected] or [email protected] with subject "Cancel AutoShip" and include your account email and order number.
2. Request written confirmation and specify you require cancellation at least 24 hours before the next production date.
3. Keep the reply email as proof. If you do not get a reply within 72 hours, follow up or escalate by phone.

Post - registered letter

1. Write a letter titled "Service Cancellation" with your full name, account email and order number and state you cancel the AutoShip plan.
2. Send by registered post to eSalon, Victoria Road, W3 6UU London, United Kingdom and keep the postal receipt.
3. Allow postal processing time and keep proof of delivery to show the date you posted the cancellation.

Moving address

Rule - If you permanently move and cannot receive deliveries in the UK, contact eSalon support to update or cancel your account. Required documents - proof of new address such as a utility bill or tenancy agreement may be requested. Applicable law - Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 applies to distance contracts.

Price increase

Rule - If eSalon raises the subscription price for existing customers without notice, you can cancel and insist on a refund for future paid but undelivered goods. Required documents - billing statements showing the price change and your order history. Applicable law - Consumer Rights Act 2015 protects against unfair contract terms.

Death of subscriber

Rule - Next of kin or estate executor may request termination. Required documents - a copy of the death certificate and proof of authority such as probate documents. Applicable law - Contract termination is handled by supplier terms and general contract law; use standard evidence to close the account.

Legitimate grounds - dissatisfaction or faulty product

Rule - eSalon offers a satisfaction guarantee: within 30 days you may request a reformulation, replacement product or a refund for unused returned products. Required documents - photos of the product result, order number, and proof of return. Applicable law - Consumer Rights Act 2015 for services performed with reasonable care and skill; Consumer Contracts Regulations 2013 for returns and cancellations where applicable.

End of commitment

Rule - eSalon Flex Plan states you can change, skip or cancel at any time. Required documents - account details and account confirmation of cancellation. Applicable law - contract terms on the service and Consumer Rights Act 2015.

Cooling off (14-day right)

Rule - For remote contracts you have a 14-day cooling-off period from the day you receive goods or from contract formation for services. If you ask eSalon to start the service within that 14 days and then cancel, they may charge for the benefit already provided. Required documents - proof of order date and delivery. Applicable law - Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Before you cancel - how to negotiate

Retention options reported in research - eSalon offers reformulations, replacement colours and sometimes sends a free colour after a complaint. Use these steps to ask for a retention offer:

1. Contact support by email and attach photos of the issue and your order number.
2. Request a reformulation or a replacement colour under the satisfaction guarantee within 30 days.
3. Ask explicitly for a one-off discount or a pause on AutoShip rather than a full cancellation if you want to keep the account active.

What cancelling saves you - exact math

You pay £22.00 per month on the Flex Plan. Yearly cost calculation - 22.00 x 12 = £264.00 per year. A one-time kit costs £27.50 per kit.

If you cancel the Flex Plan you stop paying £22.00 per month which equals a yearly saving of £264.00.

Cheapest alternative from researched competitors

The cheapest real alternative in the provided competitor data is Dermatica at £2.90 per month or £34.80 per year for tailored skincare. Price - £2.90 monthly - £34.80 annual. Note - Dermatica is a personalised skincare subscription, not a hair colour service.

Key UK consumer law

The main laws are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The Consumer Contracts Regulations provide a 14-day cooling-off period for distance contracts. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and limits unfair contract terms.

Auto-renewal and unfair practices

The Competition and Markets Authority flags hard-to-cancel subscriptions and unclear auto-renewal terms as potential unfair practices. If eSalon makes cancellation unduly difficult, you can escalate.

How to escalate

1. Complain to eSalon first in writing and keep proof. 2. Contact Citizens Advice for guidance on next steps. 3. If you paid by credit card and the charge qualifies, consider a Section 75 claim or a chargeback via your bank. 4. If needed, file a complaint with the relevant ombudsman or take small claims action.

Official guidance on the 14-day right is available at Which - Consumer Contracts Regulations.

Check for written confirmation

Keep the account screenshot, confirmation email, or registered post receipt proving the cancellation date. If you requested cancellation by email, keep the reply. This is your primary evidence in disputes.

Refunds and returns

Return rules from research - eSalon offers refunds or reformulation if you are not completely satisfied within 30 days. Refunds are issued only for unused products returned within 30 days. Refunds are processed within 10 business days of receiving the merchandise back. Shipping costs are not refundable.

Data and reactivation

Ask eSalon to confirm what personal data is retained or deleted. You can reopen the account or place a one-time order later by visiting Get Started.

Follow this short checklist to secure your cancellation and protect your money.

• Log in and cancel AutoShip in Delivery Settings and take a screenshot.
• If cancelling by email, send to [email protected] and keep the sent message.
• If you call, record the date/time and ask for a confirmation email.
• If you return unused goods, send them within 30 days to qualify for a refund and keep the tracking number.
• Check your bank statement for any unexpected charges and keep evidence to dispute via Section 75 or chargeback if required.
• Keep records for at least 6 months after cancellation.