Frequently Asked Questions - Natural Hair Care

Frequently Asked Questions

Find answers to the most common questions about natural hair care, our products, and your orders. Can't find what you're looking for? Contact us and we'll be happy to help!

Hair Care Questions

How often should I wash my natural hair?

Most people with natural hair should wash 1-2 times per week. Over-washing can strip natural oils, while under-washing can lead to buildup. Adjust based on your hair's needs, activity level, and product usage.

What's the difference between shampoo and co-washing?

Shampoo cleanses the scalp and removes buildup, but it can be drying. Co-washing (conditioner washing) is gentler and maintains moisture while still cleansing. Alternate between both for best results.

How do I know my hair porosity?

Drop a clean strand of hair in water. If it floats, you have low porosity. If it sinks slowly, you have normal porosity. If it sinks quickly, you have high porosity. This determines which products work best for you.

Why is my hair always dry?

Dry hair can be caused by over-washing, using harsh products, heat damage, environmental factors, or not sealing in moisture properly. Try our dry hair solutions guide for detailed help.

How can I reduce hair breakage?

Minimise breakage by deep conditioning weekly, using silk/satin pillowcases, detangling gently when wet, limiting heat styling, and trimming regularly. Read our complete breakage prevention guide.

What's the LOC method?

LOC stands for Leave-in conditioner, Oil, Cream. This layering method helps seal moisture into your hair. Apply products in this order on damp hair for maximum hydration.

How often should I deep condition?

Deep condition once a week for most hair types. If your hair is severely damaged or very dry, you may need to deep condition twice a week initially, then reduce to weekly maintenance.

Can I use heat on natural hair?

Yes, but sparingly and with protection. Always use a heat protectant, keep temperatures below 350°F, and limit heat styling to special occasions. 

Product Questions

Are your products suitable for all hair types?

Our products are specifically formulated for textured, curly, and natural hair (types 2A-4C). Each product listing includes specific hair type recommendations to help you choose the best options.

Do you offer sulfate-free products?

Yes! Most of our cleansing products are sulfate-free to protect your hair's natural oils. Look for the 'sulfate-free' label on product descriptions.

Are your products cruelty-free?

Absolutely. We're committed to cruelty-free beauty and never test on animals. Many of our products are also vegan-friendly.

What ingredients should I avoid?

Avoid sulfates, drying alcohols (denatured alcohol), parabens, and mineral oil. These can dry out or damage natural hair. Our products are formulated without these harsh ingredients.

How do I choose the right products for my hair?

Consider your hair type, porosity, and specific concerns. Check out our complete product selection guide for detailed recommendations.

Shipping & Orders

Do you offer free shipping?

Yes! We offer free standard shipping on orders over £50 within the UK. Express shipping options are available for faster delivery.

How long does shipping take?

Standard UK shipping takes 2-5 business days. Express shipping arrives within 1-2 business days. You'll receive tracking information once your order ships.

Can I return products if they don't work for my hair?

Yes! We offer a 30-day return policy for unopened products. If you're not satisfied, contact us within 30 days of purchase for a full refund or exchange.

Do you ship internationally?

Yes, we ship internationally 

How can I track my order?

You'll receive a tracking number via email once your order ships. Use this number on our shipping partner's website to track your package in real-time.

Hair Growth & Styling

How fast does hair grow?

Hair typically grows about half an inch per month. Factors like genetics, diet, health, and hair care routine can affect growth rate. Focus on retention to see length gains.

What are the best protective styles?

Great protective styles include braids, twists, buns, and bantu knots. The key is keeping ends tucked away and avoiding tension. See our protective styles guide for 15 options.

How long should I keep protective styles in?

Most protective styles can be worn for 1-8 weeks, depending on the style. Don't leave them in too long, as this can cause matting, buildup, and damage to your hairline.

Can I sleep with my hair down?

It's better to protect your hair at night with a silk/satin pillowcase or bonnet. Loose protective styles like a high pineapple or medusa clipping work well for sleeping.

Are there customs fees for international orders?

Customs fees, duties, and taxes may apply to international orders depending on your country's regulations and the order value. These fees are determined by your local customs authority and are not included in our shipping costs.

How much will customs fees cost?

Customs fees vary by country and order value. You can estimate potential fees using the official customs calculator for your country:

Who is responsible for paying customs fees?

The recipient (customer) is responsible for all customs duties, taxes, and fees. These are collected by your local postal service or courier upon delivery. We recommend checking your country's customs policies before placing an international order.

Will my package be delayed by customs?

Packages may be held by customs for inspection, which can add 1-7 business days to delivery time. This is normal and beyond our control. You'll receive updates from the shipping carrier if your package is held for customs clearance.

Still Have Questions?

Can't find the answer you're looking for? We're here to help! Contact our customer service team, and we'll get back to you within 24 hours.

For more detailed guides, check out our complete natural hair care routine or browse our product selection guide.