FAQ

For customer service inquiries you can email us at help@designmehair.com or you can call us at 514-737-1291.

MONDAY TO FRIDAY FROM 9 AM TO 5 PM ET

GENERAL

HOW CAN I GET IN TOUCH WITH YOUR CUSTOMER SERVICE TEAM?

For customer service inquiries you can email us at help@designmehair.com, chat with us on our website, or you can call us at 514-737-1291. Our team is available from Monday to Friday from 9 am to 5 pm ET.

I EMAILED YOUR CUSTOMER SERVICE. HOW LONG WILL IT BE BEFORE I GET AN ANSWER?

We'll get back to you within 24-48 hours!
If you've contacted us during the weekend or holiday, we will get back to you on the next business day.

CAN I FIND YOUR PRODUCTS IN A STORE NEAR ME?

Yes! You can shop our products in a selection of hair salons and beauty stores accross Canada and the USA. To find a store closest to you, please click here to use our store locator.

WHERE IS DESIGNME LOCATED?

DESIGNME is a Canadian company and our headquarters are located in Montreal, Quebec, Canada.

I'M A HAIR STYLIST & WOULD LOVE TO CARRY DESIGNME PRODUCTS.

We're so happy to hear that you want to join our global community of stylists! To carry DESIGNME, please fill out the application form here, and a member of our team will be in touch with you.

IS YOUR PACKAGING RECYCLABLE AND/OR SUSTAINABLE?

Respecting our planet is important to us. We're always looking ways to be more sustainable with both our products and packaging.

Your order will be shipped in box that is made with recycled material. Once your order arrives, you can go ahead and recyle the box.

In addition, to minimize movement during shipping, we fill our order boxes with biodegradable packing peanuts. They quickly decompose in water, so once you get your order, go ahead and dump the packing peanuts in your sink, run some water over them, and watch them melt away!

ORDERS

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, MasterCard, American Express, Google Pay, ShopPay and PayPal.

HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

Orders are processed from Monday to Friday, and ship within 2-3 business days from the date of purchase. You will receive an email notification once your order has shipped. Once your order has shipped, please allow 5-7 business days for it to arrive.

Please note that during peak & promotional periods such as Black Friday or Boxing Week, orders may take 3-4 business days to process.

HOW DO I KNOW IF MY ORDER IS SUCCESSFUL?

Once your order has been successfully placed, you will receive an email confirming your order, including your order number and a summary of your order. If you haven't received this email, please check your junk folder to make sure it hasn't landed in there!

You will also receive another email when your order has been shipped with the tracking number.

I HAVE NOT RECEIVED MY SHIPPING OR ORDER CONFIRMATION. WHAT SHOULD I DO?

As a first step, we suggest verifying your junk or spam folder to see if the email landed in there.

If you don't see it in your spam or junk folder, please contact us at help@designmehair.com. We will confirm if your order has been placed, and can resend the correct confirmation emails to you.  

HOW CAN I TRACK MY ORDER?

Once your order has been shipped, you will receive an email containing the order tracking information. You can also see all of the order updates in your designmehair.ca account.

WHAT IF SOMETHING I ORDERED ARRIVED DAMAGED?

Oh no! Email our customer service team at help@designmehair.com, and we'll take care of you. To help speed up the process, please make sure to include your order number, the name of the damaged product, and description of the problem within your email.

HELP! I THINK MY PACKAGE IS LOST.

Please email us at help@designmehair.com, and we can help!

WHAT IF I NEED TO CANCEL OR EDIT MY ORDER?

Please email us as soon as possible at help@designmehair.com, and we'll try our best to catch your order before it begins to be processed.

Once your order has begun processing, we cannot guarantee that we will be able to cancel or edit it.

DO YOU OFFER ANY PROMO CODES?

Online promotional codes are offered from time-to-time to our customers that subscribe to our newsletter or SMS alerts.

I'M HAVING TROUBLE USING A COUPON CODE, WHAT SHOULD I DO?

There are several reasons why a coupon code or promotion may not be properly applying to your order.

  • Make sure the items in your cart are the correct items associated with the promotion. 
  • Make sure you have the correct quantity in your cart. 
  • Some discount codes cannot be combined with other promotions or already-discounted items.

 

If you're still facing issues with your coupon code, please email us at help@designmehair.com and we will be happy to assist you.

SHIPPING & RETURNS

HOW LONG DOES SHIPPING TAKE?

Orders are processed and shipped within 2-3 business days from the date of purchase.

Once your order has shipped, please allow 5-7 business days for it to arrive.

WHERE IS MY ORDER SHIPPING FROM?

Orders placed in Canada will be shipped from our fullfillment center in Montreal, Quebec.

HOW MUCH DOES SHIPPING COST?

For orders with a subtotal of $49 or higher, we offer free standard shipping. For all other orders, shipping is $4.99.

WHAT IS YOUR RETURN POLICY?

We want you to love your DESIGNME purchase. If you're not 100% satisfied with your purchase, we would be happy to provide a return or exchange for any full-size product ordered at designmehair.ca within 30 days of purchase.

To initiate a return or exchange, please reach out to our customer service team at help@designmehair.com, including your order number, the name of the item you'd like to return, and reason for the return.

Please note that we monitor returns and reserve the right to refuse service to anyone that may misuse or abuse the policy.

HOW DO I START A RETURN?

We’re sorry it didn’t work out for you, but our customer service team will be happy to help. Just reach out to help@designmehair.com with your request and one of our team members will follow up with you and provide instructions.

HOW LONG DOES IT TAKE TO PROCESS A RETURN?

Once your return is received at our fulfillment center, it will be processed within 5 business days. 

A confirmation email will be sent to you when the return has been processed and the refund has been issued. It may take 7-10 business days for the refund to appear on your account depending on the bank or credit card issuer. 

PRODUCTS

WHERE ARE YOUR PRODUCTS MANUFACTURED?

All of our products are proudly made in Canada.

ARE YOUR PRODUCTS VEGAN?

Yes! DESIGNME hair products are 100% vegan and made without any animal by-products.

ARE YOUR PRODUCTS CRUELTY-FREE?

Yes! DESIGNME products are proudly cruelty-free and PETA certified.

ARE YOUR PRODUCTS GLUTEN FREE?

Yes! Our products are gluten free.

ARE THERE TUTORIALS TO HELP ME LEARN HOW TO USE YOUR PRODUCTS?

Visit our Instagram page and/or our Youtube page for all of our tutorials @designmehair

I'M NEW TO DESIGNME AND DON'T KNOW WHERE TO START. WHICH PRODUCTS SHOULD I TRY FOR MY HAIR?

We're so glad to hear you're interested in discovering our products!

For starters, our in-house hair stylists have put together a virtual hair quiz to help you find the products that meet your hair type & goals. All you have to do is answer a few quick questions, and you'll receive a personalized hair routine recommendation.

Additionally, we're here to help you! Email us at help@designmehair.com or chat with us online, and we'll help determine the best DESIGNME products for you.

GENERAL

ORDERS

SHIPPING & RETURN

PRODUCTS

FAQ

For customer service inquiries you can email us at help@designmehair.com or you can call us at 514-737-1291.

MONDAY TO FRIDAY FROM 9 AM TO 5 PM ET

GENERAL

HOW CAN I GET IN TOUCH WITH YOUR CUSTOMER SERVICE TEAM?

For customer service inquiries you can email us at help@designmehair.com, chat with us on our website, or you can call us at 514-737-1291. Our team is available from Monday to Friday from 9 am to 5 pm ET.

I EMAILED YOUR CUSTOMER SERVICE. HOW LONG WILL IT BE BEFORE I GET AN ANSWER?

We'll get back to you within 24-48 hours!
If you've contacted us during the weekend or holiday, we will get back to you on the next business day.

CAN I FIND YOUR PRODUCTS IN A STORE NEAR ME?

Yes! You can shop our products in a selection of hair salons and beauty stores accross Canada and the USA. To find a store closest to you, please click here to use our store locator.

WHERE IS DESIGNME LOCATED?

DESIGNME is a Canadian company and our headquarters are located in Montreal, Quebec, Canada.

I'M A HAIR STYLIST & WOULD LOVE TO CARRY DESIGNME PRODUCTS.

We're so happy to hear that you want to join our global community of stylists! To carry DESIGNME, please fill out the application form here, and a member of our team will be in touch with you.

IS YOUR PACKAGING RECYCLABLE AND/OR SUSTAINABLE?

Respecting our planet is important to us. We're always looking ways to be more sustainable with both our products and packaging.

Your order will be shipped in box that is made with recycled material. Once your order arrives, you can go ahead and recyle the box.

In addition, to minimize movement during shipping, we fill our order boxes with biodegradable packing peanuts. They quickly decompose in water, so once you get your order, go ahead and dump the packing peanuts in your sink, run some water over them, and watch them melt away!

ORDERS

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, MasterCard, American Express, Google Pay, ShopPay and PayPal.

HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

Orders are processed from Monday to Friday, and ship within 2-3 business days from the date of purchase. You will receive an email notification once your order has shipped. Once your order has shipped, please allow 5-7 business days for it to arrive.

Please note that during peak & promotional periods such as Black Friday or Boxing Week, orders may take 3-4 business days to process.

HOW DO I KNOW IF MY ORDER IS SUCCESSFUL?

Once your order has been successfully placed, you will receive an email confirming your order, including your order number and a summary of your order. If you haven't received this email, please check your junk folder to make sure it hasn't landed in there!

You will also receive another email when your order has been shipped with the tracking number.

I HAVE NOT RECEIVED MY SHIPPING OR ORDER CONFIRMATION. WHAT SHOULD I DO?

As a first step, we suggest verifying your junk or spam folder to see if the email landed in there.

If you don't see it in your spam or junk folder, please contact us at help@designmehair.com. We will confirm if your order has been placed, and can resend the correct confirmation emails to you.  

HOW CAN I TRACK MY ORDER?

Once your order has been shipped, you will receive an email containing the order tracking information. You can also see all of the order updates in your designmehair.ca account.

WHAT IF SOMETHING I ORDERED ARRIVED DAMAGED?

Oh no! Email our customer service team at help@designmehair.com, and we'll take care of you. To help speed up the process, please make sure to include your order number, the name of the damaged product, and description of the problem within your email.

HELP! I THINK MY PACKAGE IS LOST.

Please email us at help@designmehair.com, and we can help!

WHAT IF I NEED TO CANCEL OR EDIT MY ORDER?

Please email us as soon as possible at help@designmehair.com, and we'll try our best to catch your order before it begins to be processed.

Once your order has begun processing, we cannot guarantee that we will be able to cancel or edit it.

DO YOU OFFER ANY PROMO CODES?

Online promotional codes are offered from time-to-time to our customers that subscribe to our newsletter or SMS alerts.

I'M HAVING TROUBLE USING A COUPON CODE, WHAT SHOULD I DO?

There are several reasons why a coupon code or promotion may not be properly applying to your order.

  • Make sure the items in your cart are the correct items associated with the promotion. 
  • Make sure you have the correct quantity in your cart. 
  • Some discount codes cannot be combined with other promotions or already-discounted items.

 

If you're still facing issues with your coupon code, please email us at help@designmehair.com and we will be happy to assist you.

SHIPPING & RETURNS

HOW LONG DOES SHIPPING TAKE?

Orders are processed and shipped within 2-3 business days from the date of purchase.

Once your order has shipped, please allow 5-7 business days for it to arrive.

WHERE IS MY ORDER SHIPPING FROM?

Orders placed in Canada will be shipped from our fullfillment center in Montreal, Quebec.

HOW MUCH DOES SHIPPING COST?

For orders with a subtotal of $49 or higher, we offer free standard shipping. For all other orders, shipping is $4.99.

WHAT IS YOUR RETURN POLICY?

We want you to love your DESIGNME purchase. If you're not 100% satisfied with your purchase, we would be happy to provide a return or exchange for any full-size product ordered at designmehair.ca within 30 days of purchase.

To initiate a return or exchange, please reach out to our customer service team at help@designmehair.com, including your order number, the name of the item you'd like to return, and reason for the return.

Please note that we monitor returns and reserve the right to refuse service to anyone that may misuse or abuse the policy.

HOW DO I START A RETURN?

We’re sorry it didn’t work out for you, but our customer service team will be happy to help. Just reach out to help@designmehair.com with your request and one of our team members will follow up with you and provide instructions.

HOW LONG DOES IT TAKE TO PROCESS A RETURN?

Once your return is received at our fulfillment center, it will be processed within 5 business days. 

A confirmation email will be sent to you when the return has been processed and the refund has been issued. It may take 7-10 business days for the refund to appear on your account depending on the bank or credit card issuer. 

PRODUCTS

WHERE ARE YOUR PRODUCTS MANUFACTURED?

All of our products are proudly made in Canada.

ARE YOUR PRODUCTS VEGAN?

Yes! DESIGNME hair products are 100% vegan and made without any animal by-products.

ARE YOUR PRODUCTS CRUELTY-FREE?

Yes! DESIGNME products are proudly cruelty-free and PETA certified.

ARE YOUR PRODUCTS GLUTEN FREE?

Yes! Our products are gluten free.

ARE THERE TUTORIALS TO HELP ME LEARN HOW TO USE YOUR PRODUCTS?

Visit our Instagram page and/or our Youtube page for all of our tutorials @designmehair

I'M NEW TO DESIGNME AND DON'T KNOW WHERE TO START. WHICH PRODUCTS SHOULD I TRY FOR MY HAIR?

We're so glad to hear you're interested in discovering our products!

For starters, our in-house hair stylists have put together a virtual hair quiz to help you find the products that meet your hair type & goals. All you have to do is answer a few quick questions, and you'll receive a personalized hair routine recommendation.

Additionally, we're here to help you! Email us at help@designmehair.com or chat with us online, and we'll help determine the best DESIGNME products for you.