• Shipping, Canceling, Returning, & Exchanging HCL Products

DOMESTIC SHIPPING INFORMATION (United States Only):
We offer three shipping methods.

  1. Standard Mail: 3-5 days* to continental U.S.
  2. Priority Mail: 2-3 days* to continental U.S.
  3. Express Mail: 1-2 days* to continental U.S.
    *business days after leaving carrier shipping depot

Note: Shipping rates and carrier service providers do change periodically. All options and prices are clearly noted before final purchase.

Shipping Details:

  • we ship packages Monday through Friday (Except Federal/US Postal Holidays)
  • Holiday office schedules may alter package ship date (contact us for specific schedule, shipping deadline, etc)
  • all packages ship from magical Portland, Oregon
  • same day shipping cutoff time is 3 p.m. PST (5 p.m. CST/6 p.m. EST) Monday through Friday
  • orders placed after 3 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.

INTERNATIONAL SHIPPING (Canada, United Kingdom, Australia, and New Zealand Only):
We offer two shipping methods. USPS First Class INTL and USPS Express INTL

  1. Canada: First Class INTL: 5-10 days* | Express INTL: 3-5 days*
  2. United Kingdom: First Class INTL: 6-12 days* | Express INTL: 3-5 days*
  3. Australia: First Class INTL: 6-12 days* | Express INTL: 3-5 days*
    *business days, after clearing customs.

Important: Actual time may vary depending on US Customs traffic. Please allow up to 2 full weeks.

International Buyers Please Note: Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs may be prior to buying.

CANCELLATION POLICY:
You can cancel your order by the following:

  1. Email our office: sales@hennacolorlab.com (or submit through our contact form).
  2. Write out your cancellation request along with name, address, and order number.

Important: Please cancel your order Before 3 p.m. PST (Mon-Fri). All orders are processed and shipped same day by 3:30 p.m. PST (Mon-Fri). No shipping Sat & Sun. Once shipped, we cannot refund the shipping costs in either direction and a 10% restocking/process fee must be added.

Note: Cancellations beyond 24 Hrs (if Not shipped [weekend, holiday]) are subject to a 10% restocking/processing fee of original price.

RETURN & REFUND POLICY:

  • We’ll take back any unopened* HCL product for up to 30 Days from date ordered. *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 ordering 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 total.
  • A 10% Restocking/Processing Fee of original price will be subtracted from total.

How to submit a return:

  1. Repackage all goods into appropriate mailing container (box/package).
  2. Complete & Include the return form: download here → HCL RETURN FORM
  3. MAIL TO:
    HENNA COLOR LAB
    715 NW HOYT ST  #4126
    PORTLAND, OR 97208
  4. 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 ordered. *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 ordering will not be accepted and discarded with no refund to customer.
  • A flat rate shipping amount will be added to the exchanged order: ($2.99-$5.99 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.

How to submit an exchange:

  1. Repackage all goods into appropriate mailing container (box/package).
  2. Complete & Include the return form: download here → HCL RETURN FORM
  3. MAIL TO:
    HENNA COLOR LAB
    715 NW HOYT ST  #4126
    PORTLAND, OR 97208
  4. Allow 10-14 business days to receive, inspect, and exchange/ship out your new order.

*Please Note: Exchanges will have a small shipping fee required. Incomplete HCL Return Forms (missing/incorrect credit card details) will result in the goods being credited back (less any fees/charges). No exceptions.

DAMAGED GOODS:

Goods damaged in shipping will be replaced.It’s a simple process:

  1. Email us at: sales@hennacolorlab.com and note “DAMAGED RETURN” in subject line. Simple return form will be completed.
  2. We’ll email the Return Merchandise Authorization(RMA) information (claim number & return shipping label).
  3. Repackage the product, adhere label in correct location, and drop off at noted freight carrier.

When we receive the damaged goods, we’ll promptly ship out a new package (plus hugs & kisses).

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 3 p.m. PST (Mon-Fri) of day ordered. All orders are processed and shipped same day by 3:30 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.