FAQs

Products


How do I know which product is right for my type of hair?


There are three core ranges, accessories and finishing products within the VERNON FRANCOIS® collection; each for different texture types. PURE~FRO® is the range for kinky, coily and tightly curled hair types. CURL~COMMAND® is for wavy and curly hair types, including ringlets, corkscrew and loose curls. The RE~VAMP TM range contains nurturing formulas for damaged, heat or chemically treated hair.


Use the VERNON FRANCOIS® icons on the website to identify the best products for your hair type.

Are your products ethical – if so how?


All products in the VERNON FRANCOIS® collection are cruelty-free, paraben and sulfate-free; and any alcohol content is completely natural, derived from plant based sources.  The natural active ingredients are premium quality, fair trade, sustainably harvested and organic; blended together in bespoke combinations for exceptional results. 

Are any products or ingredients in the VERNON FRANCOIS® collection tested on animals?


No.

Do any of the products in the VERNON FRANCOIS® collection contain parabens or sulfates?


No.

How do I get a list of ingredients for the products?


A full ingredients list is featured to the right of each product, in the Shop section of WWW.VERNONFRANCOIS.COM. The ingredients are also listed on the back of each pack.

Can I use these products on my body?


The DAZZ~LING Spritz is very moisturising and gives your skin a sparkle.

Can I use these products while pregnant?


We advise that you ask your doctor before changing any products used on your skin or hair during pregnancy.

What are the Terms and Conditions of your products?


For full details relating to this area please see the Terms of Use section of our website.

Orders, deliveries and returns

What delivery options and estimated delivery times are available?

US delivery option:

• One to five working days delivery with FedEx Ground delivery; $15.

All orders are tracked and actual delivery time will vary depending on geographic location.

UK delivery options:

• UK Royal Mail: standard 2-3 days’ delivery; £5 (not tracked)
• Next Day UK delivery (if order placed before 12pm); £7.50 (tracked)
*Note these timings are for UK mainland only.  Dispatch is Monday – Friday, cut off time for next day delivery is 12pm. 

• EU deliveries                  £12.50 5-7 working days
• Rest of World Zone 1     £18    10-14 days
• Rest of World Zone 2     £20    10-14 days

For details of which countries are classified as EU, Zone 1 and Zone 2 deliveries, please see:

www.royalmail.com/international-zones

How can I monitor my order?

If you have not received your goods within the expected timeframe indicated at point of purchase, also outlined above, please email us at info@vernonfrancois.com at your earliest convenience.

Will I be charged customs and import charges?

No charges apply in the UK, US and EEA. In any other country, please check first with your customs office.

What methods of payment are offered?

We accept payments via PayPal, credit cards, debit cards and Apple Pay.

What currencies can I pay in?

US dollars $ (USD) or Sterling £ (GBP) – select your preference from the drop down menu on the top right hand side of the screen.

What is the procedure for returns and refunds?

You are responsible for the cost of returning any items to us and refunds will be carried out via the same method you used to pay us. For full details about this, including your right to cancel after having placed an order, please refer to the ‘cancellation, returns and refunds’ section of our Terms of Use.

Do I need to sign for my order?

All deliveries must be signed for by someone aged 18 or over, at the address that you provided us with when you placed your order.

How do I contact Customer Services?

In the first instance, for the swiftest assistance, please check this list of FAQs to see if your query is answered. If it is not covered on this page, please email us directly at info@vernonfrancois.com and will be happy to help you.

What should I do if I have a complaint?

Your 100% satisfaction is our priority and we value all feedback. Please email us at info@vernonfrancois.com and we will respond to you as soon as possible.

Can I place my order by telephone?

At this time, all orders must be placed online.

What if the item I would like is listed as ‘out of stock’?

You can choose to either place an order and we will send it to you as soon as it becomes available, keep checking the website, or email us at info@vernonfrancois.com for an expected re-stocking date.

I haven’t received an order confirmation, was my order successful?

An order confirmation message will be sent to the email address that you supplied when your order was placed. If you have not received this within fifteen minutes, please email us at info@vernonfrancois.com and we will be happy to help you.

My order hasn’t arrived.

We will deliver to the address that you supplied when placing the order; and all goods must be signed for by someone aged 18 or over. In the event of no-one being available at the address when delivery is attempted, a note will be left, explaining that the product has been returned to our premises. Please contact the number on that note to reschedule delivery.

Please email us at info@vernonfrancois.com if you need more assistance.

My order arrived incomplete.

Your order may be delivered in instalments, if certain items are out of stock. Please email us at info@vernonfrancois.com with any enquiries relating to a specific order.

I want to send my product back. What should I do?

If you are unhappy with your purchase, we will always seek to resolve the situation. Please email info@vernonfrancois.com with your proof of purchase.

Do I need to register with VERNONFRANCOIS.COM in order to place an order?

No. You only need to register if you would like to leave a product review. If you do register though, the check-out process is a bit swifter as we already have your delivery details.

If you’d like more details about your responsibilities in creating an account, please see Terms of Use.

Will you pass my information on to other companies?

We may share your information with selected third parties in order for payments to be cleared and help manage your account. If you would like more detail about this, please read our Privacy Policy.

How do you notify me of any changes to your Terms of Use and Privacy Policy?

We would send a message to the email address that you provided us with, if any changes were to occur, advising you of the details.

How do I update my personal details?

You can either edit this within your online account or email us at privacy@vernonfrancois.com

VERNON FRANCOIS® the brand

What is your mission statement?

To empower a generation of consumers with textured hair with the techniques, products and practices that maximise the potential of their incredible genetic gift. 

How is the VERNON FRANCOIS® collection different to other brands for textured hair?

This collection delivers truly innovative solutions and formulations.  For instance, wash-out conditioner as a spray is a ‘world first’. The brand’s founder and creative director, Vernon François, has a genuine first-hand knowledge of what all hair types crave and best respond to; which has informed every step of the process in bringing this collection to life.  All products in the VERNON FRANCOIS® collection are cruelty-free, paraben and sulfate-free; and any alcohol content is completely natural, derived from plant based sources.  The natural active ingredients are premium quality, fair trade, sustainably harvested and organic; blended together in bespoke combinations for exceptional results.

 
Where did the concept for the brand come from?

Vernon Francois has been a professional stylist for many years, specialising in textured hair. Since a young child he has always been passionate about curly hair and its versatility.  The concept for the collection came about as a result of listening to and responding to his clients’ needs.  Vernon is extremely knowledgeable about the very best ingredients and understands entirely what different texture types need and respond to. 

What are the icons for?

They are the first universal visual language for hair, created by Vernon François; allowing people to identify the best products and information from the VERNON FRANCOIS® collection, for their hair type.

How can I be informed about any updates or news from VERNON FRANCOIS®?

Follow @VERNONFRANCOIS on Twitter, Instagram and like on Facebook, for up to the minute news, views, inspiration and behind the scenes snapshots.

Join the VERNON FRANCOIS® mailing list if you’d like updates and news delivered to your inbox.

Further information

If the answer that you are looking for is not covered above, please contact us directly via one of the following email addresses. We will be happy to hear from you and will respond as soon as possible.

info@vernonfrancois.com for anything customer service related and general enquiries.

privacy@vernonfrancois.com for any privacy matters.

media@vernonfrancois.com for all media enquiries.