FAQ
Question list

ORDER AND SHIPMENT

How do I cancel my order?

You can not cancel your order yourself, contact our customer support [email protected] and we will help you further. The order can not be cancelled after our warehouse has started processing the order. If your order has already been sent, you must return the product/products yourself. Contact customer service for more information.

I'm missing an item. What do I do?

Contact us at [email protected] and we will help you further!

Has my order been processed?

Every completed and approved order automatically generate an order confirmation. The most common reason for not receiving an order confirmation is that in connection with the order you have happened to state an incorrect email address. If you feel unsure, our customer service is available to answer your questions.

What happens if I do not collect my package?

If you do not collect your parcel, it will be returned to us as an unredeemed package. We will contact you if we have not received any information on why the parcel was not collected.

I have a problem with the website, what do I do?

In the most common cases this is due to old web history being stored, which can result in the website not working completely correctly. What you may need to do is to clear cache and cookies. If you want further instructions on how to do this, you can contact our customer support team: [email protected]

Why have I not received my order confirmation?

When an order has been created in our system, a confirmation is automatically sent to the e-mail address you have provided when placing the order. Please make sure that the e-mail address is correct and check your spam folder to exclude that the confirmation has ended up in there. If you're still experiencing troubles please contact our support team: [email protected] for Europe and [email protected] for US/CA orders.

I have been charged two times for my order.

If an error occurred when you were placing your order, it might seem like your account has been charged twice. We never charge any uncompleted orders so if it looks like there is an extra withdrawal on your account, it is just a pre-authorization that will disappear automatically within 1-3 days. If you've received two order confirmations your order may have been duplicated. Please contact our team as soon as possible for further assistance. Support Europe: [email protected], Support US/CA: [email protected]

RETURN POLICY

What are your return policies?

When you shop at marianila.com, you always have 14 days to return your order from the time you received the products. Unfortunately, you can not change your product. If you want to change to another item, you must place a new order.

I want to complain / return an item that I bought from a retailer.

Products purchased from an authorized dealer of Maria Nila should primarily go through the current store, do not forget to bring the receipt! We can not accept returns traded elsewhere than www.marianila.com. Please note that we do not have a "customer satisfaction guarantee". This means that we do not approve returns/complaints of products that you have used but that do not live up to your expectations. In case of any allergies or hypersensitivity, we always recommend that you try a new product on a small area (for example on the wrist) and wait for 24 hours to see if you get any reaction. If you need further information regarding returns/complaints, please contact our customer service team.

PRODUCT INFORMATION

Can I use Colour Refresh on untreated/grey hair?

Color Refresh contains semi-permanent color pigments that stick to the outer cortex of the hair - this means that the color does not penetrate as well as a permanent color. Depending on the starting point of the hair, the color gradually washes out between 4-10 times (sometimes it takes longer if the hair is very porous). Please note that when used on grey or untreated hair the results may vary. Since it's only temporary pigments, they are not as strong as permanent hair color, and therefore it can be hard to cover grey. For some people, it seems to work covering grey hair, but we can't leave any guarantee as this is very individual. Always try on a strand of your hair before applying the color to the whole hair to see the result.

Does Curlicue Cream work on straight hair?

Our Curlicue Cream is developed to define and enhance naturally curly/wavy hair. It does not have the same effect on naturally straight hair. 

Does your products contain nuts?

Our products do not contain any nuts.

Can I mix the different series in the Care & Style range?

Yes! All of our series can be combined depending on the desired result.

Can I use your products when I am pregnant / breastfeeding?

Our products are very gentle as they are both 100% vegan, sulphate and paraben-free. According to the Swedish branch organization KTF (Cosmetic trade association), it is even safe to dye your hair in the salon - when you are breastfeeding or pregnant. At Maria Nila, we think you should always be extra careful with all types of products when it comes to pregnancy and breastfeeding. As a precautionary measure, we recommend that you reduce its use during a specific period. You can always consult your doctor if you are unsure.

Is their an expiration date on your products?

Unopened bottles should be used within 30 months. Opened bottles should be used within 12 months. We do not recommend using products after expiration date.

Can I use your products on my extensions?

Our products are very gentle as they are 100% vegan and free from sulfates and parabens. Since there are hair extensions with many different qualities and materials, we recommend you to consult with your hairdresser to be sure what products suit your specific extensions.

Can I use intense Colour Refresh masques on blonde hair?

We recommend that you always consult your hairdresser or our team before using intense color masques on blonde hair as this may cause discoloration.

What products can be used in heat styling?

Quick Dry Heat Spray and Cream Heat Spray are products purely developed for heat protection. In addition, Structure Repair Leave-in Cream, Luminous Colour Hair Lotion, and True Soft Argan Oil also have some heat protective qualities.

Do you got any products suitable for the "Curly Girl Method"?

Please read the instructions for Curly Girl Method thoroughly so that you get a full understanding of what ingredients need to be avoided. Some of our products like Curlicue Cream, Ocean Spray, Quick Dry Heat Spray and Eco Therapy Revive series are suitable for Curly Girl Method.

Can children use your products?

Our products are very gentle as they are 100% vegan, sulphate and paraben-free. However, all of our product safety testings has been performed on adults so we cannot give any recommendations for children. Therefore this is an individual choice.

Your products contain Colour Guard Complex, what does it mean?

Colour Guard Complex means that the product has some ingredients in it that make it preserve the color in your hair longer. The products with Colour Guard Complex for instance protect the hair against UV radiation and free radicals.

I've bought a Colour Refresh masque but the color does not seem to work on my hair, why?

The color bomb masques can sometimes be tricky products since they behave differently in different hair types. How well the color attaches depends on the quality of hair. If your hair is porous, the color will attach better than on "glassy" hair. A color-treated or bleached hair is more open for pigments and therefore most suitable for the color masque. For further consultation, we recommend that you talk with your hairdresser or contact our team.

Revive has an ECOCERT certification, what does it mean?

This certification guarantees that the products have a natural and organic formula that is environmentally friendly produced through responsibly sourced ingredients that respect biodiversity. All products in the Eco Therapy Revive series have 97-99 % natural ingredients.

What is Micellar Technique that is used in Revive series?

Active molecules that gently and effectively can capsule oil, grease and residual styling products like a vacuum cleaner. They can then easily be rinsed out with water thanks to the molecule’s dual solubility in water and oil.

US/CAD

How do I cancel my order?

If your order has not yet been shipped, the order can still be cancelled. Send an email with your order number to [email protected] to find out if your order can be cancelled or not. Customer service is open Monday through Friday 8am-5pm.

What are your return policies?

Provided that the product is unopened, unused and returned to us in new condition in its original packaging, we will refund the cost of the specific product. If you are returning the entire order, the shipping cost will be included in the refund. Please note that you as the customer, are responsible for the packing and care of your order when it is returned to us. Therefore, please be careful when packing the products to avoid damages or lost items during delivery. Address: 1125 E 4th Ave ATT: Darren Barnes, BOLD 3PL Hutchinson, KS 67501 The United States

What’s my tracking number?

Please send an email to [email protected] to receive your tracking number. Customer service is open Monday through Friday 8am-5pm.

I’m missing an item. What do I do?

Please send an email to [email protected] with an image of the delivered box along with the products you received. Customer service is open Monday through Friday 8am-5pm.