Common questions and support documentation

• Can someone help me with my colour?
• What is Ash hair colour?
• Do you offer customized colour?
• What is colour build-up and what can I do about it?
• How can I lighten my colour with bleach washing?
• When do I start timing the colour processing?
• Spotted your first greys?
• What is Nude hair?
• What happens if I leave my hair colour for too long or wash it out too early?
• I have long hair, how many tubes of colour do I need?

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• Can I cancel my membership?
• How does Membership work?
• How do I change the colour of my membership?
• How do I purchase accessories?
• Can I pause my membership?
• How do I change my colour plan from Regular to Extra and vice versa?
• How do I change my payment details?
• Can I change my next shipping date?
• How do I change my Autoship period?
• I cancelled my membership. Can I reactivate it?

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• Where is The Shade based?
• How can I get a $25 credit?
• If I send you a photo of my hair, what will you do with it?

• How much is The Shade?
• What payments platform to you use?
• Do you accept PayPal?

• How long will it take for me to receive my order?
• Where do you ship?
• What are your postage charges?
• What if my package is marked as delivered, but I didn't receive it?
• Where's my order?
• What is letterbox friendly delivery or packaging?
• My order has been returned to sender. How do I get it re-sent?
• When will my next order be shipped?