The Shade FAQs
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Managing your subscription
Colouring your Hair
Shipping
Pricing/Payments
Other
Common questions and support documentation
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Colouring your Hair
What is Ash hair colour?
Can someone help me with my colour?
What is colour build-up and what can I do about it?
Do you offer customized colour?
Spotted your first greys?
How can I lighten my colour with bleach washing?
When do I start timing the colour processing?
What is Nude hair?
I have long hair, how many tubes of colour do I need?
What happens if I leave my hair colour for too long or wash it out too early?
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Managing your subscription
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 Autoship period?
Can I change my next shipping date?
How do I change my payment details?
I cancelled my membership. Can I reactivate it?
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Other
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?
Refer a Friend Program
Pricing/Payments
How much is The Shade?
Do you accept PayPal?
What payments platform to you use?
Shipping
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?
What is letterbox friendly delivery or packaging?
My order has been returned to sender. How do I get it re-sent?
Where's my order?
When will my next order be shipped?