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Order Management

We're working hard to ship your color, however, there may be some slight delays depending on your carrier and where you are. We'll be sure to keep you updated in your account with any delays. For our European clients, if you're not currently receiving mail, we're unable to ship your order at this time.

Orders typically take 3 business days from the order date to ship. This allows for your colorist to formulate and craft your custom color and get your color kit out the door. Once your order ships, you will receive an email with tracking information and order details.

To check the status of your current order, please *Click Here*.

We're sorry that your delivery arrived damaged! We'll be happy to replace or refund any affected items.

Just let us know the product and the nature of the damage here. To help us take care of this as quickly as possible, please also be sure to include your order number, which you can find within your Order History or your order confirmation email.

We're sorry that you received an incomplete delivery! We'll be happy to replace or refund any missing items.

Please use the contact form here to let us know which product was missing. To help us take care of this as quickly as possible, please also be sure to include your order number, which you can find within your Order History or your order confirmation email.

We're sorry you haven't received your order! We'll be happy to help.

If you are in the U.S., please allow 6 business days after shipment for your order to arrive to you. In Canada, the United Kingdom or the European Union, your delivery may take a full 12 business days from the day of shipment.

If your shipping time has been longer than this, please let us know here and we will be happy to send you a replacement. To help us process your reshipment as quickly as possible, please reference your order number, which you can find within your Order History or your order confirmation email.

Rush Processing is an in-house service that fast tracks your order processing, so your colorist will review and prepare your hair color order ahead of others. It does not upgrade your shipping method.

NOTE: We're unable to add Rush Processing to an order that has already been placed.

Currently, our website does not support processing multiple (bulk) orders, but we're happy to work something out!

Just send us an email over at [email protected] and let us know the details. A member of our Color + Care Team will get back ASAP!

You can skip or cancel your order in your account anytime. Or give us a quick call at (866) 550-2424 Mon-Fri, 8am-6pm PT or Sat, 9am-5pm PT, we’re happy to help.

Need to return an order? No problem! Simply write ‘Return to Sender’ on the mailing label of the unopened box and leave it for pickup by your mail carrier. You will not have to pay for the return shipping.

Please note, orders being returned must be within 30 days of the original purchase date to be eligible for a refund.

Once the return is received, you will see your refund reflected on the original method of payment within 10 business days. 

We're here for you.

We’re experiencing higher than normal call volume, but our Support team is here to help. Tap ‘CONTACT US’ below to send us a message.

Please only call us at (866) 550-2424 Monday-Friday, 8am-6pm PT or Saturday, 9am-5pm PT if your matter is urgent.