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 pick up 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.

Why have I been charged two times for my order?

If an error occured 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-authorisation that will disappear automatically 1-3 days.

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."

PRODUCT INFORMATION

Can I use Colour Refresh on untreated/grey hair?

"Colour Refresh is a nurturing hair masque with temporary colour pigments. The pigments sit on the outside of the hair and do not enter the hair strand. 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 colour, 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 depends on the starting point of the hair."

Works Curlicue Cream for flat 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. 

Do your products contain nuts?

Our products do not contain any nuts.

Can I mix the different series?

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 the specific period. You can always consult your doctor if you are unsure."

How long do your products last?

"Unopened bottles should be used within 36 months. Opened bottles should be used within 6-12 months. We do not recommend using the products after the expiration date."

Can I use your products on my extensions?

Our products are very gentle as they are both 100% vegan, sulphate and paraben-free. Since there are different qualities and materials to hair extensions, we recommend you consult with your hairdresser to be sure what products suit the specific extensions in question.

Can I use intense Colour Refresh colour bomb masques on blonde hair?

We recommend that you always consult your hair dresser or our team before using the product.

What products can be used in heat styling?

Quick Dry Heat Spray and Cream Heat Spray are products purely 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.

What products are 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 both 100% vegan, sulphate and paraben-free. However, all of our product safety testing has been performed on adults so we cannot give any recommendations for children. This should therefore be everybody's individual choice.

What is Colour Guard Complex?

Colour Guard Complex means that the product has some ingredients in it that makes it preserve the colour 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 colour does not attach to my hair, why?

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

What is Ocean Waste Plastic?

A sustainable solution for the environmental issue of ocean pollution. In a 5-step-process, the company Pack Tech collects, sorts, separates, rinses and transforms ocean waste into new packaging. This both cleanses the environment and gives new packaging 56 % less CO2 impact, in comparison to virgin materials.

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 responsible sourced ingredients that respects 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 in a gentle and effective way can capsule oil, grease and residual styling products like a vacuum cleaner. They can then easily be rinsed out with water thanks the molecule’s dual solubility in both water and oil.

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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.