Question 1

Can you recommend a product for my hair type?

Accepted Answer

Sure! We're not actual stylists, but we've been in the beauty business for a while, and probably have some great suggestions for you. Just contact our professional customer service team via chat, phone, or email, and they'll be more than happy to help you!

Question 2

I noticed that the product I'm looking for has been out of stock for a while. When will you be getting more?

Accepted Answer

Because we specialize in discontinued products, we often have very limited quantities of each product. Because they're not being produced anymore, the replenishment time for these items are really indefinite. We know that you're anxious to get your hands on these hard to find items, so to make this easier for you we allow customers to sign up for an alert on the product page of these out of stock products. Just click the link and follow the instructions to create an account, and you'll receive an automatic email as soon as it's back in stock. Don't worry; we won't email you with unrelated information unless you signed up for our newsletter. We hate spam too!

Question 3

When will my order be shipped out?

Accepted Answer

All of orders ship within 1-2 business days. We will send you a tracking number via email as soon as your package leaves our warehouse. If you didn't receive a tracking number, please check your spam folder to make sure that our emails aren't ending up there. If you don't see any shipping confirmation, please contact customer service to ensure that we have the right email address for you on file.

Question 4

When will I receive my order?

Accepted Answer

This can vary tremendously based on the shipping destination. All of our orders ship from Brooklyn, NY, so the closer you live to there, the shorter the transit time. Most orders within the Northeast are received within three days. Orders shipping to the west coast usually take five business days. Unless you chose Expedited Shipping, please allow up to seven business days for shipping time no matter the destination.

Question 5

Can I come by to pick up my order?

Accepted Answer

If you live locally and would prefer to pick up your order in person, we'd be happy to accommodate. Please note that we do not have a retail location, and our warehouse is not designed for a shopping experience. In order to pick up your order, please contact customer service to arrange a pickup appointment before you place your order. This way we can ensure that your product will be available for pickup in the shortest possible time frame.

Question 6

Is the product exactly as pictured?

Accepted Answer

Yes! Most of our photos are taken on site. We know the deal with discontinued products; a slight difference in packaging can mean the world of a difference in regard to the formula inside. We make sure that all of our products are displayed with the actual packaging that we are sending. If there is ever any slight discrepancy or change, we will be sure to contact you about this before shipping your order.

Question 7

I mistakenly chose the wrong shipping address for my order. Help!

Accepted Answer

Contact us! We'd be more than happy to correct this for you.

Question 8

Can you offer me a bulk discount if I buy a higher quantity?

Accepted Answer

Please contact us if you're interested in purchasing a large quantity of a particular item. We'd be happy to work with you individually.

Question 9

My aerosol is not working. What should I do?

Accepted Answer

Many spray products are affected by pressure during transport, and can therefore malfunction We recommend removing the nozzle and soaking the tip in warm water for several minutes. We also suggest shaking the can vigorously, and spraying upside down to clear any possible residue in the straw. If you have followed these steps, and the spray is still not working, please contact us to arrange a refund right away.

Your Order

Matrix Biolage Scented Candle

Your Order

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