Delivery and Wholesale FAQS
When will I receive my delivery?
Once despatched your parcel should arrive within the appropriate working days, between 8am to 6pm. Delivery is not completely guaranteed in case of unforeseen circumstances, this may result in a delivery taking place outside of the estimated hours or the following working day. Our couriers do not deliver on bank holidays.
APC will send you a text and email notification on the morning of your delivery – This will include your consignment number and your 2 hour time slot for delivery.
You can manage your delivery using your consignment number and post code at our courier APC's website. You will be able to see up to date information about the progress of your delivery including:
- • Estimated two hour time slot for your delivery.
- • The driver stop number for your delivery along with live tracking of your courier driver using the ‘Pinpoint your delivery’ service.
Please note: If your delivery address is in the Scottish Highlands & Islands, delivery may take two working days from the point of despatch.
What if I am not at home to sign for my order?
Our couriers are required to obtain a signature upon delivery unless you have given them delivery instructions.
You can request the following options by calling APC on 0800 37 37 37.
- • Change delivery date
- • Leave with neighbour
- • Leave in safe place
- • Collect from depot
If this is not possible APC will attempt delivery and will leave a card. You will also receive a text and email notification to let you know that they missed you.
If you receive a calling card/email/text after an attempted delivery, you have the following options at https://apccalled.com/
• Reschedule delivery
• Collect from depot
Can I choose a delivery slot?
No, however APC will text and/or email you an estimated two hour time slot the morning of your delivery.
I would like to return my order
All purchases from milk_shake are covered by our 30-day No Quibble returns policy. Please email info@red-hotproducts.
Return your unused product within 30 days of receiving it to receive a full refund.
We highly recommend that you use a registered and insured delivery service as we do not accept any responsibility for lost or damaged returns. This type of service will also allow you to track your package and ensure its safe return as we can not issue a refund for lost or damaged items.
REGRETTABLY, WE ARE UNABLE TO COVER THE POSTAGE COSTS OF RETURNS.
Red Hot Products Ltd
Unit 3-4, Jacks Way
Hill Barton Business Park
Clyst St Mary
Why have I recieved an email saying my order has been cancelled?
Our system may flag your payment as possible fraudulent activity, this can be due to several reasons and is nothing to be concerned about. This usually occurs when payment cards are registered outside of the UK. We will cancel and refund any orders for you and apologise for any inconvenience this causes. The refund should show in your account in 3-5 working days. If you still wish to go ahead with your purchase, we can except BACs payments as an alternative, please let us know if you would like more information on this process.
Do z.one concept™ products contain SLS/SLES/sulfates?
Sodium Lauryl Sulfate (SLS, INCI name: Sodium Lauryl Sulfate) and Sodium Laureth Sulfate (SLES, INCI name: Sodium Laureth Sulfate) are part of a more ample range of ingredients, sulfate surfactants, widely used in cosmetic products such as shampoos, face/body cleansers, and toothpaste. In the past, unfounded information which stated that these substances create allergies and are carcinogenic was spread over the world, information which was debunked many times within the scientific community. Since then, the number of clients demanding products without SLS/SLES/sulfates has grown. Considering these preferences, a number of z.one concept™ shampoos and cleansers are now formulated without SLS/SLES/sulfates. If these ingredients are absent, it is shown visibly with a claim on the packaging (SLS/SLES/sulfate-free). The presence of these ingredients can be verified by consulting the composition of the product on the packaging.
Revision 0 on 29/03/2019 03 – z.one concept™
Do z.one concept™ products contain parabens?
Most of z.one concept™ products do not contain parabens. The lack of parabens is stated on the front of the packaging in most cases. Where parabens have been added as preservatives, their presence can be verified by consulting the list of ingredients on the packaging. There are very few of our formulas that, because of their microbiological and/or physical/chemical stability, contain parabens as preservatives. For these formulas,z.oneconcept™ is actively searching for alternatives to parabens that are efficient and safe, without having a negative effect on the stability of products over time.
Are z.one concept™ products tested on animals? Are z.one concept™ products cruelty free?
z.one concept™ does not carry out or commission animal testing, according to EU regulations (EC) 1223/2009 on cosmetic products. EU guidelines state that the use of the claim “cruelty-free” could imply that other companies aren’t, and this could be misleading. Considering this we have decided not to brag about something which is forbidden by law anyway, therefore the products do not carry the claim or symbols connected to the absence of animal testing. It’s important to add that the logos that represent the “bunny/cruelty-free” claim, which often requires a subscription to certain private companies, are not compulsory or necessary to guarantee the respect of current regulations.
Revision 0 on 29/03/2019 01 – z.one concept™
Are z.one concept™ products vegan?
There are no specific regulations that distinguish vegan cosmetics from other product categories, hence these products are classified under the definition of cosmetics given by the EU and must respect the requirements established by these norms. The term “vegan” is used by companies for marketing and communication purposes. If by “vegan”, one is referring to products that do not contain animal ingredients or sub-products, then many z.one concept™ products could be considered to be vegan. However, even though a large percentage of our products do not contain animal-derived ingredients, others contain beeswax, keratin derivatives, and honey, for example. Furthermore, almost all milk_shake products contain milk proteins derived from cow’s milk. The composition of the products is always given on the packaging and verifies the presence or lack of any ingredients that are not suitable for vegans, and this check can be done directly by the consumer. If, aside from this, by saying “vegan” one is referring to products obtained via processes without reactants that are animal-derived and/or excludes ingredients tested on animals, then this becomes more difficult to establish in terms of whether the product is vegan or not. The reactants do not appear on the ingredients list, and the confirmation/denial of their use and their origin is very difficult to trace. If “vegan” means to include the claim “not tested on animals”, it is important to remember that EU guidelines state that this claim is misleading, because all the components in cosmetic products in the present day on the market must have been analysed via animal testing in the past and this was historically acceptable, to ensure that these products would not damage consumers. It is more likely that those consumers who are sensitive to a vegan lifestyle lean towards the amplest meaning of the word. Considering the above statement, in the respect of these consumers and EU guidelines, we do not claim that our products are “vegan”, even if those products do not contain animal ingredients.
Are z.one concept™ products natural/organic?
In z.one concept™ products, there are ingredients from both natural (in certain cases from specific organic farming) as well as synthetic sources. The synergy and combination of these types of ingredients provide excellent performance, professional quality, and optimal conditions for product preservation and stability. The list of ingredients on each product can be consulted directly in the salon, with the support of the hairdresser. Please note that there is no specific regulation that allows for the disassociation of natural/organic products from other product categories. Natural/organic products are a part of the cosmetic definition given by the EU – they must therefore respect the requirements connected to safety and product information. Contrary to the common perception of consumers, “natural” or “organic” ingredients (and products) are not necessarily safer than ingredients of “synthetic” origin.
Can z.one concept™ products be used during pregnancy?
As z.one concept™ cosmetic products are completely safe, there is no reason that they should not be used during pregnancy. As a safety guarantee, all z.one concept™ cosmetic products respect EU REG. 1223/2009 and the main international legislations and are checked by professional evaluators that scrutinize each ingredient carefully, as well as the finished product and the product’s function, in order to safeguard consumer health. In the case of doubt, or in the case of intolerances or questions, we suggest you consult a doctor.
Can z.one concept™ products be used if breastfeeding?
Considering that cosmetic products are applied to the skin and hair, their impact on breastmilk is negligible. Furthermore, the cosmetic ingredients of each product are tested rigorously for their safety to ensure that, in the case of ingestion or penetration into the skin, they cannot reach toxic levels for the organism before being excreted naturally. There is no issue therefore in using our products during breastfeeding. As a precautionary measure, we advise against using cosmetic products on the breast during breastfeeding. In the case of doubt, or in the case of intolerances or questions, we suggest you consult a doctor.
Revision 0 on 29/03/2019 02 – z.one concept™
I have skin allergies, can I use z.one concept™ products without having
Allergies are a response of the immune system, the natural defence system of the body, to substances that are recognised as being foreign and therefore dangerous. If in the past you have had any kind of reaction after having used cosmetic products, and you want to ensure that these episodes will not be repeated by using our products, we suggest you consult your doctor, who can evaluate this in a deeper and personalised way. If you do have allergies and have identified the substances that cause your allergy (through medical testing), to avoid coming into contact with these substances, you can verify the presence of substances within the ingredients list on the packaging of the product before purchasing or using the product.
Are z.one concept™ products gluten free?
Because of the vast number of raw materials from various sources and machinery, locations, and productive processes, it is not possible to guarantee that our products are completely gluten-free. It’s important to remember that it has not been proven that the absorption of a cosmetic product containing traces of gluten through the skin can be dangerous for celiacs. Food sensitivity to a substance does not imply that there will be a skin allergy to that substance, therefore, the risk of developing the same type of intolerance through skin application is not automatic, nor can it be ruled out entirely. The list of ingredients is available on each product. In the case of doubt, or in the case of intolerances or questions, we suggest you consult this list with a doctor.
Are z.one concept™ products safe?
Yes, all z.one concept™ cosmetic products are safe. Safety and the safeguarding of the health of consumers is guaranteed by respecting EU regulation 1223/2009 and the main international legislations that give a series of rules and limitations based on solid scientific principles. In particular, having been developed respecting European regulations, our cosmetics are scrutinized by professional safety checks and experts who personally evaluate the ingredients, the finished product, and the function of each product to establish whether each cosmetic product is safe.
Can hair colourants irritate or provoke allergies?
In people with a predisposition, yes, as can any other substance. For this reason, those people who know they are sensitive to certain ingredients can and must carefully read the labels before using a product or tell their hairdresser they have a particular sensitivity before a technical service. We advise to always proceed with a patch test – how to do this is written in detail on the packaging/leaflet of the z.oneconcept™ hair colour being used. It’s important to avoid contact with colourants if, following the patch test, reactions such as blotches or itchiness occur. It’s important to avoid contact with colourants if the client has a sensitive, irritated or damaged scalp, or if the person has had reactions in the past due to hair colourants. All z.oneconcept™ colours have warnings and instructions for their use which, if followed scrupulously, minimize or avoid the risks of irritation or allergic reactions.
Do z.one concept™ products contain peanuts and/or other nuts?
Ingested peanuts are often responsible for allergic reactions, which can be severe. The main nuts involved in food allergies are almonds, hazelnuts, walnuts, cashew, pecan, Brazil, pistachio and macadamia nuts. There are documented cases of cross-reactivity between different types of nuts and legumes. Considering this, determining whether ingredients derived from these substances are present or not requires extreme prudence and caution. Even if ingredients obtained from peanuts or nuts (e.g. almond oil) are present in some of our formulas, these are not added to most of our formulas. In the latter, we cannot certify the complete absence of these substances. In the production of our cosmetics, a large number of raw materials from various suppliers are used. Even the machinery, locations and production processes are varied. This complexity makes it impossible to guarantee that our products are 100% free of traces of these substances that could give an allergic reaction to those individuals who are sensitive to peanuts, nuts and legumes.
If I have a food allergy, can I use the z.one concept™ products that contain
that substance or its derivatives?
Personalised and in-depth evaluations can only be carried out by qualified doctors. However, it is important to distinguish between food allergies and skin allergies. If a person ingests a food and develops an allergy or intolerance, what happens is an anomalous reaction to substances present within the food (food allergy). If a sensitive person comes into contact with a substance they have a skin allergy to, some of the cells of the skin (Langherans cells) recognise the substance as being foreign and therefore the body begins a defence mechanism (skin allergy). As the response mechanisms involved are not identical, food sensitivity to a particular substance does not necessarily imply that the same person will have a skin allergy to the same substance. The composition of our products is on the packaging, respecting EU Reg. 1223/2009 and main international legislations, using the international nomenclature that is a standard to allow people with allergies to easily identify the presence of the substance that they are allergic to before using the product, thus avoiding it.
Revision 0 on 29/03/2019 04 – z.one conceptTM
Do z.one concept™ colouring products contain PPD?
p-Phenylenediamine (PPD) is a hair colourant used in hair colour that requires oxidising. It is a contact allergen that can provoke a reaction of delayed hypersensitivity following exposure to it. Its presence in z.one conceptTM products is indicated on the packaging in the list of ingredients and with the warning “contains phenylenediamines”.
Revision 0 on 29/03/2019 05 – z.one conceptTM
Has our Colour Maintainer formula changed?
At the beginning of the year 2021, we sent out a revised version of the colour care colour maintainer conditioner (white formula and thicker texture) to all clients who ordered our colour care range products. Many clients have loved this formula change, but we acknowledge that this may not be the case for everyone.
In 2022 we are planning the relaunch for the colour care range and on that occasion, we will be relaunching the range with brand new packaging, and we will replace the colour maintainer conditioner with the original formula (brownish and more fluid), which our clients worldwide know and love.
Need help? We’ve got you! For information about your order, our products, or any other questions, check out our FAQs, feel free to get in touch through our Contact Form.