- Shipping, Canceling, Returning, & Exchanging HCL Products
DOMESTIC SHIPPING INFORMATION (United States): We offer three shipping methods.
- Standard Mail: 3-5 days* to continental U.S.
- Priority Mail: 2-3 days* to continental U.S.
- Express Mail: 1-2 days* to continental U.S. *business days after leaving carrier shipping depot
- we ship packages Monday through Friday (Except Federal/US Postal Holidays) *No Saturday/Sunday shipping
- Holiday office schedules may alter package ship date (contact us for specific schedule, shipping deadline, etc)
- all packages ship from Portland, Oregon
- same day shipping cutoff time is 2 p.m. PST (4 p.m. CST/5 p.m. EST) Monday through Friday
- orders placed after 2 p.m. PST Monday through Friday will depart the following business day
- standard mail is 3 days West Coast, 5 days East Coast (after leaving carrier shipping depot)
- NOTE: These are approximate times – severe weather, strikes, and unforeseen events may alter schedule and are beyond our control.
- TIMELINE: “Days” within the shipment window start the following business day and after leaving the carrier depot.
- Canada: First Class INTL: 5-10 days* | Express INTL: 3-5 days*
- United Kingdom: First Class INTL: 6-12 days* | Express INTL: 3-5 days*
- Ireland: First Class INTL: 6-12 days* | Express INTL: 3-5 days*
- Australia: First Class INTL: 6-12 days* | Express INTL: 3-5 days*
- New Zealand: First Class INTL: 6-12 days* | Express INTL: 3-5 days* *business days, after clearing customs.
CANCELLATION POLICY: You can cancel your order by the following:
- Email our office: sales@hennacolorlab.com (or submit through our contact form).
- Write out your cancellation request along with name, address, and order number.
RETURN & REFUND POLICY:
- We’ll take back any unopened* HCL product for up to 30 Days from date delivered. *this includes the outer packaging on henna products (maintains U.V. protection).
- We cannot accept returns for orders beyond 30 days (inventory is perishable and rotates often). Please Note: Shipments submitted after 30 days of delivery will not be accepted and discarded with no refund to customer.
- Partial returns (i.e. bundle deal, bogo sale, miscellaneous special, etc) will have the applicable portion (of the sale/deal) credited back to card used at purchase.
- All approved refunds will have the original shipping subtracted from total. Please Note: “Free Shipped” orders will have true shipping costs subtracted from refund total.
- A 10% Restocking/Processing Fee of original price will be subtracted from total.
- Repackage all goods into appropriate mailing container (box/package).
- Affix proper postage for the return package (return postage is the responsibility of the customer).
- Complete & Include the return form: download here → HCL RETURN FORM
- MAIL TO: HENNA COLOR LAB 715 NW HOYT ST #4126 PORTLAND, OR 97208
- Allow 10-14 business days to receive, inspect, and refund your account (or exchange & ship product).
EXCHANGE POLICY:
- We’ll exchange any unopened* HCL product for up to 30 Days from date delivered. *this includes the outer packaging on henna products (maintains U.V. protection).
- We cannot accept exchanges for orders beyond 30 days. Please Note: Shipments submitted after 30 days of delivery will not be accepted and discarded with no refund to customer.
- A flat rate shipping amount will be added to the exchanged order: ($4.99-$7.99 depending on items within US) *INTL shipping rates will vary and be priced accordingly for exchanges (email the return/order details if exact rates needed).
- HCL™ Return Form MUST BE COMPLETED & INCLUDED for proper processing of freight.
- Exchanges received without proper billing details (see HCL Return Form) will be refunded (not exchanged) less 10% Restocking/Processing Fee.
- Repackage all goods into appropriate mailing container (box/package).
- Complete & Include the return form: download here → HCL RETURN FORM
- MAIL TO: HENNA COLOR LAB 715 NW HOYT ST #4126 PORTLAND, OR 97208
- Allow 10-14 business days to receive, inspect, and exchange/ship out your new order.
DAMAGED GOODS: Goods damaged in shipping will be replaced.It’s a simple process:
- Email us at: sales@hennacolorlab.com and note “DAMAGED RETURN” in subject line. Simple return form will be completed.
- We’ll email the Return Merchandise Authorization(RMA) information (claim number & return shipping label).
- Repackage the product, adhere label in correct location, and drop off at noted freight carrier.
LOST ORDER or INCORRECT ADDRESS: Henna Color Lab® will assume all responsibility for improper address information (incorrect by our error, negligence). Important! If the Shipping Address matches your order “Ship To” entry, we cannot issue a refund (products or postage). Customers must be accountable for address information and accuracy. If there’s an address error, please send us notification ASAP by following the below. ADDRESS CORRECTION/UPDATE PROCESS:
- Email our office: sales@hennacolorlab.com (or submit through our contact form).
- Write “ADDRESS UPDATE” in the subject and provide your address correction request along with name and order number.
- Very Important: Please correct/update your order before 2 p.m. PST (Mon-Fri) of day ordered. All orders are processed and shipped same day by 2 p.m. PST (Mon-Fri).
- Once shipped, we cannot retrieve an incorrectly addressed package, and they often go abandoned. If the USPS should “return to sender” the package will be processed via a third-party (they cannot reship the package to a new address). The product costs will be refunded to the payment method used at purchase less 10% processing. Original shipping costs cannot be refunded. Shipments sent with “Free Shipping” will have the true shipping costs subtracted from any potential refund. *We do not guarantee retrieval/refund/re-issue of misaddressed packages.