Manage eSalon

How to cancel eSalon and stop your hair colour subscription

What is eSalon and why people cancel

eSalon is a personalised hair colour subscription service that blends custom formulas and delivers them to your door every 4, 6, or 8 weeks. The service uses your detailed consultation answers about hair type, texture, and colour history to create a bespoke dye mixture that's supposed to be salon-quality without the salon price. Many UK subscribers love the convenience and personalisation, but plenty decide to cancel for practical reasons.

You might want to cancel because the colour doesn't match your expectations after a few applications, your hair needs have changed with the seasons, or you've simply decided to return to salon visits or try something different. Whatever your reason, Stopee understands that cancelling should be straightforward, not buried behind barriers or surprise charges. Let's walk you through exactly how to end your eSalon subscription without confusion or hassle.

Common reasons subscribers cancel eSalon

People cancel eSalon for several genuine reasons. The formula might not suit your hair texture as well as you'd hoped, or the custom blend doesn't quite deliver the shade you envisioned. Seasonal changes in your hair health, a move to a different routine, cost concerns, or simply finding a better alternative can all prompt cancellation. Some subscribers realise they prefer the guidance and expertise of an in-salon colourist after all.

Why cancelling promptly matters

The sooner you cancel, the sooner your deliveries stop and you avoid unwanted charges. eSalon typically operates on automatic renewal, meaning your subscription charges and boxes continue until you actively cancel. Delaying cancellation could mean paying for products you don't use and receiving hair colour you didn't order. Taking action today prevents those unnecessary expenses and the clutter of unopened boxes.

Pricing and subscription costs

Understanding what you're paying helps you spot when charges should stop after cancellation.

ESalon subscription pricing breakdown

When charges appear on your bank statement

eSalon charges you when your next box is prepared and dispatched, not weeks ahead. Most subscriptions run on a cycle you chose during sign-up, so you might be charged every 4, 6, or 8 weeks depending on your selection. If you've already paid for an upcoming box, you may be eligible for a refund if you cancel before it ships. After cancellation, verify that no further charges appear on your statement. If they do, contact eSalon immediately and escalate to your bank if needed.

Your consumer rights and how they protect you

The Consumer Rights Act 2015 gives you strong protections when cancelling subscription services in the UK, and Stopee wants you to know exactly what those rights mean for your situation.

Distance selling regulations and cooling-off periods

Under the Consumer Contracts Regulations, you have a 14-day cooling-off period from the date you receive your first box. During this window, you can cancel without penalty and request a full refund, even if you've opened and used the product. This applies whether you ordered online or by post. After 14 days, you can still cancel your subscription, but any product you've already received is yours to keep.

Unfair contract terms and automatic renewal

The law requires that eSalon make cancellation as easy as signing up. If they bury the cancel button or make the process deliberately difficult, that's potentially an unfair contract term. You must be able to cancel online if you subscribed online, and the company must provide a simple, working method to end your subscription. They cannot charge you for cancellation or attempt to lock you in beyond what you explicitly agreed to. If eSalon tries to block your cancellation or demands unnecessary hoops, Stopee recommends documenting everything and escalating to your bank or the Citizens Advice Consumer Service.

Refunds and what you're entitled to

If you cancel within 14 days of receiving your first box, you're entitled to a full refund under distance selling law. After that period, refunds depend on the company's policy, but you can always request one for unused, unopened products. Subscription charges that haven't yet been processed should stop immediately once you cancel. If eSalon continues to charge you after cancellation, report it to your card provider and ask them to reverse the transactions.

How to cancel eSalon in four steps

Cancelling eSalon is straightforward once you know the exact process, and Stopee walks you through it step by step to avoid any missed details.

Online cancellation through the eSalon website

This is the fastest method and leaves you with a digital record of cancellation.

1. Visit the eSalon website and log into your account using your email and password.
   • If you've forgotten your password, use the "Forgot password?" link to reset it.
   • If you can't access your account, contact eSalon support before proceeding.
2. Navigate to your account settings or subscription management section, usually labelled "My Subscription" or "Account".
   • Look for an option that says "Manage Subscription", "Pause", or "Cancel Subscription".
   • Some accounts show subscription details on your dashboard home.
3. Select the option to cancel your subscription.
   • eSalon may ask you why you're cancelling-this is optional feedback, not a barrier to cancellation.
   • They may offer a discount or pause option to try to retain you; decline these if you want to cancel completely.
4. Confirm your cancellation and save the confirmation page or email.
   • Pro tip: Screenshot the confirmation message with the date and time visible.
   • Jot down any confirmation number provided.
   • Forward this confirmation to yourself via email as a backup record.

Cancellation by email or post

If online cancellation isn't working or you prefer a paper trail, contact eSalon directly.

1. Email eSalon customer service at their official support address with a clear subject line: "Request to cancel my subscription-[Your Name]".
   • Include your full name, account email, and account number if you have it.
   • State clearly: "I wish to cancel my eSalon subscription effective immediately."
   • Request written confirmation of cancellation.
2. If you prefer postal cancellation, write to eSalon at their UK address (check your welcome pack or the website footer for the current address).
   • Include the same information: your name, email address, and account number.
   • Send via recorded delivery so you have proof of posting.
   • Allow 5-10 working days for postal processing.
3. Keep copies of all correspondence-emails sent, confirmation receipts, or posting receipts.
   • If eSalon doesn't respond within 7 days, follow up with a second email or contact their customer service phone line.
4. Await written confirmation of cancellation.
   • Warning: Don't assume silence means approval; always obtain explicit confirmation.

Phone cancellation and what to expect

Some people prefer to speak to someone directly. eSalon customer service can process cancellations over the phone, though this method leaves less written evidence.

1. Call eSalon's UK customer service line during business hours.
   • Have your account details ready: name, email, and account or order number.
2. Tell the representative you want to cancel your subscription.
   • Be clear and direct: "I'd like to cancel my subscription, effective immediately, please."
   • They may ask why or offer alternatives; politely decline and insist on cancellation.
3. Ask the representative for a confirmation number and the date of cancellation.
   • Request that they email you a confirmation of cancellation for your records.
4. End the call and follow up with an email summarising what was discussed.
   • Pro tip: Write to eSalon after the call: "This confirms our telephone conversation on [date] at [time] when [representative name] agreed to cancel my subscription, reference [number]."

What happens after you cancel

Cancellation doesn't end with a confirmation message; you need to verify that the company actually stops charging and delivering.

Confirming your cancellation went through

Within 1-2 working days, log back into your eSalon account and check your subscription status. It should now show "Cancelled" or "Inactive" instead of an active subscription with a next delivery date. If it still shows an active subscription, contact eSalon again and reference your cancellation confirmation number. Some systems take a few days to update, but you should see movement within 48 hours.

Monitoring your bank statement

For the next two billing cycles, check your statement carefully on the dates when you would normally be charged. No charge should appear after your cancellation confirmation date. If a charge does appear, contact your bank immediately and ask them to reverse it as an unauthorised transaction. Simultaneously, email eSalon with your cancellation confirmation number and the unwanted charge details, requesting an immediate refund.

What to do if you receive another box after cancellation

If a box arrives after you've cancelled, it was likely dispatched before your cancellation was processed. You can refuse delivery, return it unopened to eSalon, or contact them to arrange a return. Keep the delivery receipt and photograph the unopened package as proof. Request a full refund for this box and confirm that no further deliveries will occur.

Refunds and what to expect

Refund eligibility depends on when you cancel and what you've received.

Refunds within the 14-day cooling-off period

If you cancel within 14 days of receiving your first eSalon box, you're entitled to a full refund of the purchase price under distance selling law. You must return the product unused and unopened in its original packaging, or eSalon may deduct a restocking fee for used products. Request your refund in writing (email or post), reference the Consumer Contracts Regulations 2013, and provide your order number. eSalon must process the refund within 14 days of receiving your cancellation request and the returned product.

Refunds after 14 days

After the 14-day cooling-off period, refunds depend on eSalon's cancellation policy. However, you're still entitled to a refund for any charges taken after your confirmed cancellation date. If no box has been dispatched for an upcoming payment, that charge should be reversed automatically or refunded upon request. Keep your cancellation confirmation and compare it to your bank statement to identify which charges should be refunded.

Processing timelines and your bank's role

Refunds typically take 5-10 working days to appear in your account after eSalon processes them. If you've waited longer than 10 days, contact eSalon for a reference number and chase them. If they refuse to refund or don't respond within 14 days, escalate to your bank and explain that you cancelled a subscription that continued to charge you unauthorised amounts. Your bank can often recover the funds or dispute the transactions on your behalf.

Common mistakes to avoid when cancelling

Cancellation feels straightforward until something goes wrong, and Stopee has seen subscribers make preventable errors that cost them time and money.

Not getting written confirmation

Never assume a verbal cancellation or a website message means you're actually cancelled. Always obtain and keep a written confirmation-an email, screenshot, or reference number. Without this, if eSalon claims they never received your cancellation, you're in a weaker position to dispute charges. Stopee advises every subscriber to document the cancellation moment as if you might need to prove it to your bank later.

Cancelling only your payment method instead of your subscription

Some people think they've cancelled by deleting their card from the eSalon account. That doesn't work. eSalon will flag the failed payment, contact you for an updated card, and if you don't respond, may send the box anyway or suspend your account. Always actively cancel the subscription itself, not just remove your payment method.

Assuming a pause is the same as cancellation

If eSalon offers to "pause" your subscription instead of cancelling it, that's not the same thing. A pause typically lasts 2-3 months, after which your subscription automatically resumes and you're charged again. If you want to cancel permanently, explicitly say "cancel", not "pause".

Ignoring small charges after cancellation

Some subscribers see a small charge after cancellation and ignore it, thinking it's a residual fee. It might be-but it might also be an unauthorised renewal. Challenge every charge and get an explanation. If eSalon can't justify it, ask your bank to reverse it.

Checklist for cancelling eSalon successfully

Use this checklist to ensure you've covered every step and avoided common pitfalls.

• Log into your eSalon account and verify your current subscription status and next delivery date.
• Choose your cancellation method: online, email, post, or phone.
• Submit your cancellation request with your full account details.
• Receive written confirmation of cancellation (email, screenshot, or reference number).
• Save the confirmation with the date and time visible.
• Wait 1-2 working days and verify your subscription shows as "Cancelled" in your account.
• Check your bank statement for the next two billing cycles; ensure no charges appear after cancellation.
• If a refund is due, confirm it has been processed within 10 working days.
• If you receive a box after cancellation, refuse delivery or return it unopened.
• If any charges persist, contact your bank and escalate to the Citizens Advice Consumer Service if needed.

Comparing eSalon to alternative hair colour services

If you're cancelling eSalon because you want to explore other options, understanding the alternatives helps you make a confident choice.

Key takeaways and next steps

Cancelling eSalon is fast and legally straightforward once you know the process. You have multiple cancellation methods-online, email, post, or phone-and the law protects you with a 14-day cooling-off period and the right to easy cancellation at any time. The critical steps are obtaining written confirmation, monitoring your bank statement, and escalating to your bank or a consumer authority if eSalon continues to charge you after cancellation.

Stopee has helped thousands of consumers cancel unwanted subscriptions and recover refunds when companies refuse to cooperate. If eSalon gives you trouble, escalate to your bank and the Citizens Advice Consumer Service. You can also contact Stopee for step-by-step support or advice if you encounter resistance during cancellation. Your money and your time matter, and you deserve a cancellation process that's as simple and respectful as your initial sign-up.

Where to send your cancellation request

Contact eSalon using the following methods to cancel your subscription:

• Online: Log into your account at the eSalon website and navigate to Account Settings or Subscription Management to cancel.
• Email: Contact eSalon's customer service at their official support email address (listed on their website or your welcome pack).
• Post: Send written notice to eSalon's registered UK address, including your name, account email, and account number. Send via recorded delivery.
• Phone: Call eSalon's UK customer service line during business hours (number available on their website).

For further guidance on consumer rights or if eSalon refuses to cancel, contact the Citizens Advice Consumer Service or Stopee, both of which offer free support to UK consumers dealing with subscription disputes.