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Frequently Asked Questions
After your order is complete, you’ll receive a confirmation email. We’ll ship you a colorimeter with instructions on how to use it right away. When you get it in the mail, you’ll load the app on your phone, take color measurements of your hair and skin, and send them back to us. Once we get them, we can start work on your personalized color guide. Expect to see it in your email within 72 hours. The colorimeter is yours to keep!
Sure! If you’re purchasing a color guide as a gift, we can start the process by sending you a colorimeter for wrapping. From there, the lucky recipient can just let us know the order number and new email address to associate with the order. We’ll create the color guide and send it to them when it’s ready. Or you can purchase a gift certificate instead.
We want to speak to you, too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that enquiries sent on Fridays will receive a reply the following Monday but possibly sooner.
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
We use FedEx for all U.S. orders. Ground shipping for U.S. orders may take up to 5-9 business days to arrive from the day you receive your shipping confirmation.
Oh no! Please file a claim with the shipping carrier first, then contact us and let us know your order number and claim number. Once we receive that, we will work together to come to the best resolution.
A return must be requested within 30 days of the ship date, and your colorimeter must be sent back within 15 days of the return request in its original packaging. Not happy with your custom color guide? Please contact us and we will do our best to make things right. Gift cards are not eligible for returns.
Please allow 6-12 business days for us to receive your Color Muse. Heads up—it may take up to 10 business days for us to process your return. If the colorimeter is returned in unopened condition, we will issue your refund to the original form of payment and will notify you of your refund via email. After your refund has been issued by us, please allow two additional business days for those funds to be posted to your account. Please note that your refund may only be credited to your original method of payment.