FREQUENTLY ASKED QUESTIONS

General

Can I pre-order products?


Unfortunately we do not take pre-orders. The only way to get our items is by shopping with us on our site.




Are products vegan?


Yes! All our products are vegan and handmade.




When is the next restock?


If an item you want is currently out of stock on our site, we aim to restock products every month and announce our restock via our Instagram page and via email. In order to shop with us as soon as we restock, you can subscribe to our mail list.




How can I contact you?


You can email us at info@thiacare.com




Can products be used on all hair types?


Yes! Our products are for all people from different backgrounds. However, a few of our hair products will work best for 3a-4c hair types.




Where are you based?


All products are homemade, we are based in London, United Kingdom.





Shipping

UK


Standard UK Shipping (not tracked) - £3.49 3-5 working days




Europe


Standard Shipping (tracked) - £8.99 7-10 working days




Rest Of The World


Standard Shipping (tracked) - £15.99 7-14 working days




How long does it take for my parcel to get to me?


Allow 1-2 days for us to process your order. UK 3-5 working days Europe 7-10working days Rest Of The World 7-14 working days




Will COVID-19 affect my shipping?


Please note that due to the Covid-19 pandemic, there may be a slight delay in the arrival time. All orders are dispatched using Royal Mail and are sent within 1-2 working days after receipt of payment. Please send us an email at info@thiacare.com if your order is taking much longer than 7 working days.





Refunds

Can I return my order if I'm not happy with it?


Unfortunately due to the nature of the product, you can not return your order if you are unhappy with it. For health & safety reasons beauty products can not be returned. For more information please send us an email at info@thiacare.com On the rare occasion that there is a problem with your package, please simply contact us and we'll talk through it. Please note that shipping cost, packaging and transaction fees are non-refundable.




What do I do if my product arrives broken?


Please contact us immediately if your product is damaged. Please take a picture of any damages so we can take action to either replace the product or refund you.




Can I change or cancel my order?


Please email our customer service at info@thiacare.com with any requests to amend your order. Although, if your order has been packaged and shipped you cannot cancel your order.




How long will my refund take?


Refunds will take approximately 5-7 business days, the refund will be made to the same payment information used in the original purcahse.