support faq
Shipping & Returns
How much does shipping cost?
Shipping costs may vary depending on your location and the weight of your order. During the checkout process, you will be provided with various shipping options along with their respective costs. Choose the option that best suits your needs and budget.
What is your returns policy?
We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we accept returns within 14 days of the original purchase date. Please ensure that the product is unopened, unused, and in its original packaging for a successful return.
Simply reach out to us at info@thatgoodhair.co.uk within 14 days of receiving your order.
When can I expect my order?
Once you order, we formulate your product, and then we ship! This process typically takes 7-10 days from the time the order is placed. All products are sent Tracked through Evri or Royal Mail and they will send you delivery updates via text and email.
Do you ship internationally?
Yes, we offer international shipping to many countries. However, please note that international shipping times and costs may differ from domestic shipping. Make sure to review the shipping options available for your country during the checkout process.
SUPPORT FAQ
Products and Sustainability
What does "clean ingredients" really mean?
Guiding principles keep us honest:
- We're picky about our ingredients.
- Ingredients: You choose the core ingredients in your formula and get clarity over your base formula.
- Fragrances: our expertly-blended fragrances evoke sensorial experiences while sticking to our strict ingredient list. We also offer 100% natural fragrances blended from essential oils, and fragrance-free options
- Sulphates and Silicones: Our products are all silicone and sulphate free preventing the harsh stripping of natural oils and product buildup from these ingredients.
- We don't compromise on our values.
What is the refill and recycle scheme?
As a startup, we want sustainability to be a focus from the very beginning so we can start off on the right foot. As a subscription business that uses sustainable and reusable aluminium packaging we wanted to help us all do our bit for the environment by refilling your bottles. This helps us all to reduce our waste. You can sign up for this feature from your customer portal. Two weeks before your delivery date we will contact you to send you your shipping details to send back your bottles.
What are the bottles made out of?
You might notice our products look a little different to others you might see in shops, that is because we opted for Aluminium bottles, which are easier to reuse and easier to recycle. Unlike plastic which needs petroleum, a non-renewable resource, aluminium is taken from bauxite. The Aluminium Association online has predicted that bauxite resources will last for centuries. Aluminium is also infinitely recyclable unlike plastic which downgrades every time it is recycled until rendered unusable. Aside from all of this, it also looks great in your bathroom! Our aluminium bottles are designed to be your bottle for life. Just rinse the bottle out with some warm water to reuse it if you don't want to send it back to be refilled.
What are the pumps made out of?
Our pumps are made of plastic and our pumps are BPA free. Our pipettes are made out of glass.
Do you test on animals? Do the products contain silicones or sulphates? Are your products vegan?
No, no and yes!
As a company, we are committed to creating products that use only safe, natural ingredients, wherever possible, and are continuously seeking new and environmentally-friendly ingredients. All of our products are free of sulphates, silicones, mineral oils, phthalates, and gluten, among many other ingredients. Our products are also 100% vegan, organic and cruelty-free!
Are your products suitable for sensitive scalps?
Many of our customers with sensitive scalps or conditions have found our products to be gentle and soothing. However, every individual's scalp is unique. Additionally, our products are free from harsh chemicals and synthetic fragrances, making them a great option for those with sensitivities.
support faq
Orders & Support
How can I place an order?
Placing an order with That Good Hair is quick and easy. Simply browse our online store, select the products you desire, and add them to your cart. Proceed to the checkout process, where you'll provide your shipping and payment details. Once your order is confirmed, we'll take care of the rest. Alternatively pay a visit to our kiosk in Westfield London.
What payment methods do you accept?
We accept various payment methods, including major credit cards (Visa, Mastercard, American Express), PayPal, Klarna, and other secure online payment platforms. Rest assured that your payment information is protected and encrypted for a secure transaction.
What if I have questions or need assistance with my order?
We're here to help! If you have any questions or need support regarding your order, our dedicated customer support team is available to assist you. You can reach out to us through our contact form, email, or phone. We strive to provide prompt and helpful responses to ensure your shopping experience with us is seamless.
What if my order arrives damaged or there is an issue with the product?
We apologize for any inconvenience caused by a damaged or defective product. If you receive a damaged item or there is an issue with the product, please contact our customer support team immediately. We will gladly assist you in resolving the issue and arranging a replacement or refund as necessary.
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Organic Haircare
Handmade Formulas
Cruelty Free
