Frequently Asked questions

Ive purchased your iron and want to know how I can get the same results as José does in his salon.

Good News, you can! In our Tips section we have styling tips that can show you exactly how to use the product to create great looks.

Can I burn my hand on the barrel on your curling irons?

Yes, the barrels get very hot and you can burn your hand during usage. Many professional stylists are able to use the irons without protection, but we include a heat resistant glove for your protection.


Can the barrel get hot enough to start a fire?

Yes, you should never leave your iron plugged in and unattended. Although the irons are weighted such that when left on a counter the hot barrel should be in the air and not touching the counter top, we recommend purchasing the Heat Resistant Travel Case which doubles as a heat mat that protects your surfaces.


How do you use a clipless curling iron?

Using the clipless curling iron is easy, but it may take a few attempts to conquer. We recommend that you always use the heat resistant glove especially when beginning. In order to use the clipless curling iron start from root to tip by wrapping a 1” strand of hair from the bottom of the barrel to the tip and hold for approximately 5 seconds, then pull downward to release the hair. Never touch the tip of the curling iron as it is hot. We recommend that you visit our Tips page. There are video tutorials that show how to use this innovative curling iron.


Why is the curling iron missing the clip?

The clipless curling iron is designed without a clip to be healthier for the hair. Because you curl from root to tip, you eliminate damage at the ends of your hair where it is most fragile. An additional benefit is that the clipless barrel eliminates ugly, crimped ends that are traditionally caused by a clip.


Ive plugged in the iron and it’s not getting hot.

There is an on/off switch on the iron in addition to the plug. Make sure the switch is in the "ON" position and the switch is lit. If you are not getting power to the iron, try another wall socket and make sure you are getting power to where you are plugging it in. If it does still not work, we recommend you take it back to your place of purchase for an exchange.


Do I get a lifetime warranty on my iron?

Yes, all José Eber hair tools include a limited lifetime warranty. As with any item, nothing is indestructible. You must take care of your hair tools to ensure the longest life possible. If through normal usage, the iron ever stops working, we will replace it and you only need to pay shipping and handling costs. However, we will not replace an item that has broken due to user error, such as dropping the unit.


We offer a limited lifetime warranty to irons that were purchased from authorized sellers. You must show proof that the José Eber hair tool was purchased from an authorized seller.


We charge a fee for shipping of $19.95 for all irons except for 100% ceramic irons. For the 100% ceramic irons in the US, the dollar amount is $24.95 for S&H. In Singapore the dollar amounts are the same. For UK warranty exchanges we charge £19.95 for 100% ceramic irons and £14.95 for all other irons.


Note: Customers must return the product to the office of the country of purchase and the shipping and handling fee must be provided in the currency from the country of purchase as well. If you live outside of the country of purchase, you must contact the office directly for further instruction.


USA
TOL Products
26570 Agoura Rd, Ste 180
Calabasas, Ca 91302
joseeberhair@custservdirect.com


Europe
Alive Products Ltd.
22-24 Kingsford Street
London NW5 4JT
customerservice@aliveproducts.eu


Singapore
Alive Products Singapore Ltd.
23 Grange Road. Grange Heights
Singapore, 239698
customerservice@alivesingapore.com


Please note: If you are sending in multiple irons, the S&H fee is per iron.


Will the plates on my straightening iron wear out?

They should last you for as long as you use the iron. However ceramic plates are sensitive and can break easily, so take extra care to prevent damage to the iron. If the plates ever do wear out from normal usage, the iron does come with a limited lifetime warranty and we will replace the iron and you only need to pay the shipping and handling cost.


I am a retailer and I am interested in whole selling Jose Eber products. Who do I contact?

We are always excited to work with new retailers. Please contact us at 800.887.1329 or by email at joseeberhair@custservdirect.com and a sales representative will contact you directly.


I purchased a curling iron from a booth/kiosk and was informed that a glove would be included. I got home and opened the box but there was no glove. How do I get the glove I was promised?

Yes, we include a heat resistant glove in all curling iron packaging. If for any reason you do not see one, please forward your name and address and we will send one free of charge.

Note: we do not charge for a replacement on a heat resistant glove.

I purchased an iron at a booth about 3-4 years ago and they told me to keep the original box and paperwork. Now, years later I still have the box but cannot find the receipt what can I do to get my iron replaced?

The warranty does state a receipt is needed for all purchases. We do understand that life happens and a receipt might get lost with time. Did you happen to register your iron for warranty? Might you have a bank statement to show proof of purchase?


If you do not have any proof of purchase we cannot honor the warranty. It is our policy and as stated on the warranty card, a receipt is needed for replacement.

I purchased an iron from a kiosk at the mall and when I got home it was the wrong item. How can I get the item I paid for?

We want to apologize for the inconvenience you experience with your transaction. We would like to point out that TOL, Inc. is not the retailer you had your transaction with. TOL, Inc is the licensed manufacturer and distributer of Jose Eber hair appliances. Please contact your kiosk at the mall you purchased your product from.

If contact information is not on receipt please contact mall management for kiosk information.

I purchased an iron at a kiosk/booth and do not like the product. I would like to get a refund. How do I get a refund?

We are sorry to hear that you have not received the results you were looking for. Can we suggest for you to visit our Tips page. If this does not work and you are still having difficulty attaining the results you desire we advise you to contact the place of original purchase for a refund.

Keep in mind, TOL, Inc., is not the retailer you had your transaction with. TOL, Inc. is the licensed manufacturer and distributer of Jose Eber hair appliances that you refer to. We are not directly related with the transaction thus, a refund cannot be made by us.

For a refund please contact the place of original purchase as they are the vendor you had your transaction with.

If the fair has ended, contact management office (there should be a #800 number on their website) as they should have forwarding information for any vendors that were at their fairs.

What is the difference between ceramic and tourmaline?

Ceramic guarantees smooth straightening motion without pulling or breakage of hair. There will be no damage to hair cuticle or cortex. Ceramic plates lock in color preventing early hair fading.

Tourmaline-infused plates produce negative ions that smooth and de-frizz your hair and also create infrared heat that goes directly in your hair for style, with no damage.

I cannot find the button to change the temperature on my iron?

Your ceramic iron does not come with a temperature control because stable temperature prevents damage from too much heat.