How to end your eSalon subscription in the UK

What is eSalon?

eSalon is a personalised hair colour subscription service that delivers custom-blended hair dye directly to your door. Founded in the United States and now operating in the UK, eSalon uses a detailed questionnaire to assess your hair type, colour history, and desired results before creating a bespoke formula just for you. The service has gained popularity among those who want salon-quality colour at home without the hefty price tag of regular salon visits.

The company's approach is straightforward: you complete an online consultation answering questions about your natural hair colour, texture, previous colouring history, and what you're hoping to achieve. A team of professional colourists then formulates your unique blend, which arrives with personalised instructions for application. Each box typically contains the colour mixture, developer, gloves, and detailed guidance tailored to your specific needs.

What sets eSalon apart from off-the-shelf box dyes is this personalisation element. Rather than choosing from limited shades on a supermarket shelf, you're getting a formula created specifically for your hair. The service has attracted a loyal following, particularly among people who've found their perfect shade and want the convenience of regular deliveries without remembering to reorder.

However, many subscribers eventually decide to cancel for various reasons. Some find the colour doesn't quite match their expectations after trying it a few times. Others discover their hair needs change with seasons or life circumstances. Many simply want to return to salon visits or try a different approach to hair colouring altogether. Whatever your reason for cancelling, understanding the proper process is essential to avoid unwanted charges or deliveries.

Plans, features and pricing

eSalon operates primarily on a subscription model, though the exact offerings can vary. Understanding what you've signed up for is the first step in cancelling properly, as different plans may have different notice requirements.

Subscription options and costs

The standard eSalon subscription typically works on a delivery schedule you choose during sign-up. Most customers select deliveries every 4, 6, or 8 weeks, depending on how quickly their roots grow and how often they colour their hair. The pricing structure is designed to reward commitment, with better rates for those who subscribe compared to one-off purchases.

Keep in mind that prices can fluctuate based on promotions, and eSalon frequently offers introductory discounts for new customers. Your first box might have cost significantly less than subsequent deliveries, which catches some subscribers off guard when they see the regular pricing kick in.

What you receive with each delivery

Each eSalon box arrives with everything needed for a complete colour application. The custom-blended colour tube contains your unique formula, identified by a specific code that corresponds to your consultation results. The developer comes separately, and you'll mix these together before application. Professional-grade gloves are included, along with a detailed instruction sheet that walks you through the process step by step.

Additionally, subscribers receive access to the eSalon customer portal where you can adjust your delivery schedule, update your colour preferences, or communicate with their colourist team. This portal becomes important when you're ready to cancel, though as we'll discuss, postal cancellation remains the most reliable method for ensuring your request is properly documented.

Flexibility and commitment terms

Most importantly, eSalon subscriptions don't typically require a minimum commitment period in terms of how many boxes you must purchase. However, the subscription automatically renews, and you're responsible for cancelling before your next scheduled delivery if you want to avoid being charged. This automatic renewal catches many people out, particularly if they've forgotten when their next delivery is due.

The company does allow you to pause deliveries or adjust your schedule through your online account, which some people find sufficient. However, if you're certain you want to cancel completely, a formal cancellation ensures you won't be charged again, even if you forget about the subscription months down the line.

Terms of service and cancellation policy

Understanding eSalon's official cancellation policy is crucial before you begin the cancellation process. Like most subscription services, they have specific requirements about notice periods and how cancellations must be submitted.

Official cancellation requirements

According to eSalon's terms of service, subscribers must cancel before their next scheduled delivery date to avoid being charged for another box. The exact notice period can vary, but most subscription services require at least 3-5 business days before the next dispatch date. This timing is critical because once your order enters their processing system, it becomes difficult or impossible to stop that particular shipment.

The company's terms typically state that you can cancel at any time without penalty, which is good news for subscribers. However, they're not obligated to refund boxes that have already been dispatched or charged to your account. This makes timing absolutely essential when you submit your cancellation request.

UK consumer rights and distance selling regulations

Under UK law, specifically the Consumer Contracts Regulations 2013, you have certain rights when purchasing goods online. You generally have 14 days from receiving goods to cancel and return them for a full refund, even if you've simply changed your mind. However, there are exceptions for personalised goods, which is where eSalon occupies a grey area.

Because eSalon products are custom-blended specifically for you, they may argue these fall under "personalised goods" that are exempt from the standard cooling-off period. In practice, this means if you've received a box and decided you don't want it, you may have difficulty obtaining a refund, even within 14 days. This is another reason why cancelling before the next delivery is so important.

Refund policies and outstanding charges

eSalon's refund policy typically doesn't cover boxes you've already received unless there's a quality issue or error with your order. If you believe your colour was incorrectly formulated or arrived damaged, you should document this separately from your cancellation request. Take photographs and keep all packaging as evidence.

Additionally, check your account for any outstanding charges or pending deliveries before cancelling. Some subscribers have multiple boxes on order or have prepaid for upcoming deliveries. Understanding exactly where you stand financially helps you write a clearer cancellation letter and know what to expect regarding final charges.

Why postal cancellation is most reliable

After processing thousands of subscription cancellations, I can tell you that postal cancellation via Recorded Delivery is consistently the most reliable method, and here's why. First, it creates an indisputable paper trail with proof of delivery. When a company later claims they never received your cancellation, you have tracking evidence showing exactly when it arrived and who signed for it.

Second, online cancellation portals can be problematic. Some companies make them deliberately difficult to find, while others have technical glitches that fail to process requests properly. I've seen countless cases where subscribers thought they'd cancelled online, only to be charged again because the request didn't go through or wasn't properly recorded in the system.

Third, postal cancellation forces the company to handle your request formally. A physical letter that arrives via Recorded Delivery must be logged, opened, and processed according to their internal procedures. It carries more weight than an email that might sit in an overflowing inbox or an online form that could be overlooked.

Most importantly, if you ever need to dispute charges or take the matter further, having proof of posting via Recorded Delivery is invaluable. Banks and credit card companies take this evidence seriously when processing chargeback requests, and it strengthens your position considerably if you need to escalate the complaint.

Cancelling by post - the complete guide

Now let's walk through exactly how to cancel your eSalon subscription by post. This method provides the strongest protection and clearest documentation of your cancellation request.

Gathering your account information

Before you write anything, log into your eSalon account and gather all relevant information. You'll need your full name as it appears on the account, the email address associated with your subscription, and your account number or customer ID if available. Also note your current delivery address and the date of your last order.

Next, check your upcoming delivery schedule. Look for the next scheduled dispatch date, as this is crucial for timing your cancellation. You want your letter to arrive well before this date to ensure it's processed in time. If your next delivery is less than a week away, you might consider calling to request a pause while your postal cancellation is processed, though the letter remains your primary cancellation method.

Additionally, review your order history to confirm how many boxes you've received and whether any payments are pending. This information helps you write a comprehensive cancellation letter and verify that no unexpected charges appear after cancellation.

Writing your cancellation letter

Your cancellation letter doesn't need to be lengthy, but it should be clear, professional, and include all necessary information. Start with your full name and address at the top, followed by the date. Then include eSalon's postal address, which we'll provide below.

In the letter body, state clearly that you wish to cancel your subscription immediately. Include your account details, email address associated with the account, and the date you expect the cancellation to take effect. Request written confirmation of your cancellation and specify that you do not want to receive any further deliveries or charges.

Keep the tone professional and factual. You don't need to explain why you're cancelling, though you can if you wish. Avoid emotional language or complaints, as this is a formal business communication. The goal is clarity and documentation, not venting frustration.

One critical tip: explicitly state that you're exercising your right to cancel under the subscription terms and request that no further payments be taken from your account. This language is important if you later need to dispute charges with your bank.

The correct postal address for cancellations

This is perhaps the most critical piece of information for postal cancellation. You must send your letter to eSalon's official business address. Based on current information, eSalon UK operates through their parent company structure, and correspondence should be directed to their registered office:

• eSalon
• c/o Henkel Consumer Goods Inc.
• One Procter & Gamble Plaza
• Cincinnati, OH 45202
• United States

However, for UK-based customer service matters, you may also direct correspondence to their UK handling address. Always verify the current address on their official website or recent correspondence you've received, as business addresses can change. The address should appear on invoices, delivery notes, or in the terms and conditions section of their website.

Using Recorded Delivery

Never send a cancellation letter by ordinary post. Always use Royal Mail Recorded Delivery, which currently costs around £3.50 for a standard letter. This service provides tracking and proof of delivery, which is essential for protecting yourself.

When you post your letter, you'll receive a receipt with a tracking number. Keep this receipt in a safe place along with a copy of your cancellation letter. You can track your letter online using the Royal Mail website, and you'll be able to see exactly when it was delivered and who signed for it.

The tracking information becomes your evidence that eSalon received your cancellation request. If they later claim they never received it, you have concrete proof to the contrary. This has saved countless subscribers from unwanted charges and lengthy disputes.

Timing your cancellation perfectly

Timing is everything with subscription cancellations. Royal Mail Recorded Delivery typically takes 1-2 business days for delivery, but you should allow extra time for processing. If your next delivery is scheduled in less than 5 business days, your postal cancellation might not arrive in time to stop it.

Here's my recommended timeline: send your cancellation letter at least 7-10 business days before your next scheduled delivery date. This gives Royal Mail time to deliver it, eSalon time to open and process it, and a buffer for any unexpected delays. Remember that weekends and bank holidays don't count as business days.

If you're cutting it close, consider this strategy: send the Recorded Delivery letter as your official cancellation, but also send an email or use their online contact form stating that a formal cancellation letter is being sent via Recorded Delivery. This two-pronged approach provides extra protection, though the postal letter remains your primary evidence.

Following up on your cancellation

Once your Recorded Delivery tracking shows the letter was delivered, wait 3-5 business days, then follow up to confirm your cancellation was processed. You can do this via email or through their customer service contact form. Reference your letter, provide the date it was delivered, and request written confirmation that your subscription has been cancelled.

Most importantly, monitor your bank account or credit card statements. Make sure no charges appear after your cancellation should have taken effect. If you do see an unexpected charge, contact your bank immediately to dispute it, providing your proof of cancellation and delivery.

Services like Postclic for easier processing

If this process sounds time-consuming, services like Postclic can simplify postal cancellations significantly. Postclic allows you to create and send Recorded Delivery letters online without visiting the post office. You simply enter your cancellation details through their platform, and they print, envelope, and post your letter with full tracking.

The benefits are substantial: you save time by avoiding post office queues, you get professional formatting that ensures your letter looks official and includes all necessary elements, and you receive digital proof of posting and delivery. Everything is handled electronically, which is particularly convenient if you're busy or have mobility issues that make post office visits difficult.

Additionally, Postclic maintains digital records of your correspondence, so you always have access to exactly what you sent and when. This digital trail can be invaluable if disputes arise months later and you need to prove you cancelled properly. While there's a small fee for the service, many people find the convenience and additional documentation worth the cost.

Tips from former members

Having processed countless eSalon cancellations, I've gathered insights from former subscribers that can help you avoid common pitfalls and ensure a smooth cancellation experience.

Common mistakes to avoid

The biggest mistake people make is assuming an email or online form submission is sufficient for cancellation. While eSalon may process these requests, you have no reliable proof if something goes wrong. I've seen too many cases where subscribers insisted they cancelled online, only to be charged again because there's no record of the request in the company's system.

Another frequent error is not checking the next delivery date before cancelling. Some people send cancellation letters assuming they have plenty of time, only to discover their next box was scheduled sooner than they thought. Always verify your delivery schedule first and calculate backwards from that date to ensure your letter arrives with time to spare.

Additionally, many people forget to check for stored payment methods after cancelling. Even with a successful cancellation, if your card details remain on file and there's any system glitch or administrative error, charges could potentially still occur. After receiving cancellation confirmation, consider removing your payment details from the account or contacting your bank to block future charges from eSalon.

What to do if charges continue

If you're charged after your cancellation should have taken effect, act immediately. First, contact eSalon with your proof of cancellation and delivery, demanding a refund. Keep this communication professional but firm, clearly stating that you cancelled on a specific date with proof of delivery.

If they don't respond satisfactorily within a reasonable timeframe (typically 14 days), escalate to your bank or credit card company. File a chargeback request, providing all your documentation: the copy of your cancellation letter, the Recorded Delivery receipt, tracking information showing delivery, and any correspondence with eSalon. Banks take this evidence seriously, particularly the proof of delivery.

You can also file a complaint with the Financial Ombudsman Service if the matter involves disputed charges, or contact Citizens Advice for guidance on your consumer rights. Don't let companies keep money they're not entitled to simply because the dispute process seems daunting.

Managing the transition period

Former eSalon members often report feeling uncertain about what to do with their hair colour during the transition away from the service. If you're cancelling because you're unhappy with the colour, consider consulting a professional salon colourist before making drastic changes. They can assess what eSalon has done to your hair and recommend the best next steps.

If you're switching to a different home colouring method, wait at least 2-3 weeks after your last eSalon application before using a new product. This gives your hair time to recover and reduces the risk of unexpected colour reactions. Always do a strand test with any new product, even if you've used similar colours before.

Why people typically cancel

Understanding common cancellation reasons helps you feel less alone in the decision. Many subscribers cancel because the colour doesn't quite match what they envisioned, despite the personalisation process. Hair colour is highly individual, and what looks perfect on a colour chart can appear different on actual hair, particularly in various lighting conditions.

Cost is another significant factor. While eSalon is cheaper than salon visits, the regular subscription charges add up, and some people find they prefer saving money by colouring less frequently or returning to their natural colour. The subscription model can feel pressuring, with boxes arriving whether you're ready for them or not.

Others cancel due to changing hair goals. Perhaps you've decided to embrace grey hair, want to try a completely different colour that requires professional application, or you're giving your hair a break from chemical treatments. Life circumstances change, and a subscription that once seemed perfect may no longer fit your needs.

Some subscribers report issues with customer service or difficulty adjusting their delivery schedule, leading them to cancel rather than deal with ongoing frustration. Others simply prefer the experience of going to a salon, missing the professional application and the pampering aspect of salon visits.

Alternatives to consider

If you're cancelling eSalon but still want home hair colour options, several alternatives exist. Traditional box dyes from supermarkets or chemists offer immediate availability without subscription commitments. Brands like Garnier, L'Oréal, and Clairol provide extensive shade ranges, though without personalisation.

Other subscription services like Hair by Sam McKnight or Josh Wood Colour offer different approaches to personalised colour. Some people find these better suit their needs, though they operate on similar subscription models, so research carefully before committing.

Professional salon visits remain popular despite higher costs, particularly for complex colour work or significant changes. Many salons now offer more affordable options for simple root touch-ups between full colour services, providing professional application without the full expense every time.

Final recommendations for a smooth cancellation

To ensure your eSalon cancellation goes smoothly, follow this final checklist. First, cancel well in advance of your next delivery date, allowing at least 7-10 business days for your letter to arrive and be processed. Second, always use Recorded Delivery and keep your proof of posting and tracking information in a safe place.

Third, follow up after delivery to confirm your cancellation was processed and request written confirmation. Fourth, monitor your bank statements for at least two billing cycles after cancellation to ensure no unexpected charges appear. Finally, keep all documentation related to your cancellation for at least six months in case any disputes arise.

Remember that cancelling a subscription is your right, and you shouldn't feel guilty or pressured to continue a service that no longer meets your needs. Companies may send retention offers or emails encouraging you to reconsider, but if you've made your decision, stick with it. Your cancellation letter via Recorded Delivery is your definitive statement, and with proper documentation, you're fully protected.

The key to successful cancellation is documentation, timing, and persistence. By following the steps outlined in this guide, you'll have everything needed to cancel cleanly, avoid unwanted charges, and move forward with confidence. Whether you're switching to a different hair colour solution or embracing a completely new look, proper cancellation ensures you're not paying for a service you're no longer using.