Frequently asked questions

Yes, it can take a few business days before the tracking will show a new status but your order has left our warehouse and is on the way to you.

We ship all our orders from our warehouse in the Netherlands. Please be aware that it can take a few business days before the tracking becomes active.

When you are not at home, there are a few scenarios.

There are many payment options to choose from on the website, including many local options.

You know your payment was succesful when you see the success page. You will also receive a confirmation email. Please check your spam folder as well to be sure.

There are several reasons why a payment might fail.

Yes, all the prices on the website are shown inclusive of 21% VAT considering we are based in the Netherlands.

To minimise the number of sales emails, we do not send invoices by default. If you would like to receive one, please contact us.

In many cases, it is not possible to cancel an order, as our logistics partner starts processing it very quickly after receiving the order. The closer to our cut-off time, the smaller the chance. Please contact us as soon as possible when you want to cancel your order, and we will see what we can do.

You may return part or all of your order within 14 days of receipt, subject to certain conditions.

We’re very sorry if you’ve received the wrong product. While we strive for accuracy, occasional mistakes can happen as our packing process is carried out by humans.

We understand it can be disappointing if a product does not meet your expectations, especially when trying to find the right fit for your hair or skin. Unfortunately, we cannot accept returns of opened items, unless there is a clear manufacturing defect.