Common questions and support documentation

• What is Ash hair colour?
• Spotted your first greys?
• What is Nude hair?
• I have long hair, how many tubes of colour do I need?
• What is colour build-up and what can I do about it?
• Why choose The Shade for your home colouring?
• What happens if I leave my hair colour for too long or wash it out too early?
• How can I lighten my colour with bleach washing?
• When do I start timing the colour processing?
• How much of a colour change can I make to my hair?

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• What is the Free Trial?

• Cancel Subscription
• Can I cancel my subscription?
• Change Subscription Colour
• Can I pause my subscription?
• How do I change my address?
• How do I change the colour of my subscription?
• How do Subscription Plans work?
• Can I make a change once I've placed an order?
• I cancelled my subscription. Can I resubscribe?
• How do I purchase accessories like shampoo and conditioner?

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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?
• Why are more women colouring their hair at home?

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

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