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

1. Standard Mail: 3-5 business days* to continental U.S.
2. Priority Mail: 2-3 business days* to continental U.S.
3. Express Mail: 1-2 business days*† to continental U.S.
   *business days after leaving carrier shipping depot 
   †Express Mail is the only guaranteed delivery date service 

Note: Shipping rates and carrier service providers 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) *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, union/labor strikes, importing customs delays, 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, Ireland, Australia, and New Zealand Only):
We offer a several shipping methods: USPS First Class INTL, USPS GlobalPost®, USPS Priority INTL, USPS Priority Express INTL. Contact for other specific carriers (UPS/FedEx if preferred and an option).

General Delivery Schedule Examples:

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. Ireland: First Class INTL: 6-12 days* | Express INTL: 3-5 days*†
4. Australia: First Class INTL: 6-12 days* | Express INTL: 3-5 days*†
5. New Zealand: First Class INTL: 6-12 days* | Express INTL: 3-5 days*†
   *business days, after clearing customs.
   †Express Mail INTL is the only guaranteed delivery date service via the carrier and only to select INTL locations. Inquire for specifics.
   

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

NOTE: These are approximate times – severe weather, union/labor strikes, importing customs delays, and unforeseen events may alter schedule and are beyond our control.

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. Any currency rate exchange is the responsibility of the buyer (hennacolorlab.com is a US-based business and priced in $USD).

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 2 p.m. PST (Mon-Fri). All orders are processed and shipped same day by 2 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 may be applied.

Note: Cancellations beyond 24 Hrs (if Not shipped [weekend, holiday]) may be 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 delivered. *cannot accept if the outer foil henna packet is opened.
• 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 standard returns may be subject to a 10% restocking/processing fee of original price subtracted from refund total.
• All approved refunds will be for product costs only. No freight/shipping refunds. Please Note: “Free Shipped” orders will have a 10% restocking/processing fee subtracted from total.

How to submit a return:

1. Repackage all goods into appropriate mailing container (box/package).
2. Affix proper postage for the return package. Please Note: carrier tracking and insurance is strongly recommended. return postage is the responsibility of the customer.
3. Complete & Include the return form: download here → HCL RETURN FORM
   
4. MAIL TO:
   HENNA COLOR LAB
   PO BOX 55008
   PORTLAND, OR 97238
5. Returns often take 10-14 business days from delivery to our facility to process, 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.

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
   PO BOX 55008
   PORTLAND, OR 97238
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, DEFECTIVE, OR INCORRECT ITEMS POLICY:

We take great care in packaging every order, but we know accidents can happen during shipping. If your order arrives damaged, defective, or with missing items, we will gladly send a replacement at no extra charge or issue a full refund.

Step-by-Step: How to Report Damaged Merchandise

To help us process your replacement or refund as quickly as possible—and to help us file a claim with our shipping carrier—please follow these simple steps within 7 days of package delivery:

1. Inspect Your Delivery Promptly
Examine the outer packaging and your items as soon as your package arrives. If the outer shipping box shows obvious external damage, try to snap a photo of the damaged box before opening it.

2. Take Required Photos
To verify the damage and process your claim, please take clear photos of the following:

• The Damaged Item: Clear, well-lit photos showing the full product as well as a close-up of the specific defect or damage. Note: A video may be requested and/or better for complex products or orders.

• Outer Packaging: Photos of the shipping box or poly mailer showing any crushes, tears, or punctures. Note: A video may be requested and/or better for complex products or orders.

• Shipping Label: A clear photo of the shipping label on the package showing your address and tracking number.

3. Submit Your Claim
Contact our Support Team through one of the following methods:

• Email: Send your photos/videos, order number, and a brief description of the issue to orders@hennacolorlab.com with the subject line: “Damaged Order + your order number.”

What Happens Next?

1. Review & Approval: Our team will review your photos and claim within 1 to 2 business days.

2. Resolution Options: Once approved, you can choose between:

• Free Replacement: We will ship out a replacement item immediately at no additional shipping cost to you (subject to stock availability).
• Full Refund: We will issue a complete refund (including original shipping fees) back to your original payment method.

3. Return of the Damaged Item:

• In most cases of physical damage, you do not need to ship the broken item back to us—simply dispose of or recycle it safely after your claim is approved.
• If we require the damaged item returned for quality inspection, we will provide you with a Return Merchandise Authorization(RMA) number and pre-paid shipping label. You will never be asked to pay return shipping fees for items damaged in transit.

Important Guidelines & Exceptions:

• Reporting Timeframe: Claims for damaged goods must be submitted within 7 days of the delivery date indicated by carrier tracking. Claims made after this window may only be eligible for store credit or store review.
• Keep the Packaging: Please retain all original inner and outer packaging until your claim is finalized, as carrier inspections may occasionally be requested. 

MISSING/LOST ORDER:

Report any missing/lost order within 30 days of placing your order. Contact us asap if your package has not arrived within five business days after the original estimated delivery. NOTE: Package carriers will not be able to assist, retrieve, or refund missing packages beyond 30 days of the scheduled delivery date. Due to this timeframe restriction, HCL will not be able to refund or reship inquiries for lost packages beyond 30 days. Tracking resources are lost and ID numbers are often recycled. 

Contact us here for missing/lost package: https://www.hennacolorlab.com/contact/

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.
• NOTE: We cannot guarantee retrieval/refund/re-issue of misaddressed packages. Most often they do not return and are left abandoned.