We're here to help

Customer Service:

Email: info@hairstory.com

Phone: 646-725-0343

We do our best to respond the same business day, and promise to get back to you within 24 hours, Monday-Friday, 9-5pm EST.


Frequently Asked Questions 


New wash

What is New Wash?
New Wash is a revolutionary product that cleanses any and all types of hair and scalp without detergent of any kind (or suds) and that makes conditioners, treatments and masques obsolete. 

How does New Wash work?
New Wash was specially formulated as an alternative to traditional shampoo and conditioner products. While conventional shampoos often contain cleansing surfactants such as SLS or SLES that can damage hair, New Wash offers both cleansing and conditioning benefits in one. Instead of using such surfactants, the non-foaming formula cleanses the hair and scalp with a combination of essential oils combined with carefully chosen vitamins, extracts and lightweight conditioners to create a perfect hair washing experience… the result being healthy, vibrant, rejuvenated hair.

Why is conditioner unnecessary?
Think of conventional conditioners as fabric softeners; if you don’t cause the dryness and roughness in the first place you don’t need them! New Wash renders hair increasingly healthy, smooth, soft and vibrant – making conditioners and masques obsolete.

How often should I use New Wash?
Use it every time you wash your hair – once a week, every day or three times a day – it is impossible to overuse. Over time you might find that you don’t need to cleanse as much as you used to because your scalp will stop over-producing oils caused by the prolonged use of detergents.

How long will it take to feel a difference using New Wash?
Some people feel a huge difference after the first use. Others with more damaged hair or a less healthy scalp (like most of us who have been subjected to shampoo our whole lives) will experience gradual improvement, as when adjusting to a new skincare regimen or diet. Remember: Using shampoo will set you back to square one.

Will New Wash weigh down hair or build up?
No buildup whatsoever will occur with proper use of New Wash. This is very different from those cleansing conditioners containing silicone which does build up when applied to wet hair.

Does New Wash help preserve color?
Hairstory New Wash is the best cleanser for the color-treated – we call it the colorist’s soul mate (and our colorist, Roxie Darling, insists her clients use nothing else). It is formulated to leave larger color molecules behind where they belong (even reds, the most prone to fading). And, you won’t suffer damage from detergents.

Will New Wash fade oil based color?
No. New Wash is safe to use with oil based color.

Is New Wash safe for use after a Keratin treatment?
Yes, our chemists assure us that New Wash is perfectly safe after a Keratin treatment. But more to the point, it may leave you wondering why you thought you needed one.

Does my colorist need to use the color brand’s shampoo? Can I bring my New Wash to the salon?
Our colorists use nothing but New Wash in all phases of the color process to spectacular effect. Please bring your New Wash to your next color appointment (and encourage your stylist to investigate Hairstory). The more people who take a stand against detergent, the better; The only use we have for shampoo is to strip unwanted color from hair instead of bleaching.

New Wash costs more than I usually spend. Is there a savings buying one product?
New Wash is a premium product formulated with the highest quality ingredients. However, it means you no longer need conditioner or masque, so it is actually very economical – one product versus three. You will save money, time, and energy.

How does New Wash differ from “co-wash” products like WEN?
New Wash is quite different from Wen. Neither has detergent and neither foam, but the similarity ends there. The biggest difference is that Wen contains silicone that can build up to make hair lank and clog follicles. New Wash does not.

Since WEN gained national recognition, many companies have jumped on the “co-wash” bandwagon. The term originated in the curly community, and basically means rinsing with conditioner instead of shampooing. The term co-wash is in and of itself confusing to consumers (maybe that is the point): First, no one should be cleansing hair with strictly conditioning products because there is no cleansing happening; they will inevitably build up in a few weeks and make hair feel heavy and greasy. Second, it’s marketed to certain demographics – curly or wavy hair – but why? Third, when most people think about a co-wash product they assume it’s good for them, meaning no harmful or harsh ingredients – another misconception. Most co-wash products on the market still contain some kind of surfactant. Surfactants = detergent. Detergent = problems.

Does New Wash contain nuts, soy, wheat or gluten? 
New Wash does not contain nuts, wheat or gluten. It does contain tocopherol, an antioxidant ingredient derived from soy, at a very minimal amount.

Is New Wash vegan?
No, New Wash is not vegan due to Keratin (a protein derived from sheep wool) in the formula.

Is New Wash safe for children?
Yes, all four products are ideal for children (we use it on ours).  

Can I use New Wash on my body?
Yes! Wash with it, shave with it, and remove makeup with it. It cleanses skin without drying or stripping and leaves it soft and moisturized.

 


Styling Products

What is Hair Balm?
Hair Balm is a nourishing, moisturizing creme that we recommend for air-drying rather than blow-drying (when you would use Dressed Up). It enhances natural texture, and is great for any type of hair and particularly effective if dry, highly colored or bleached.

Does Hair Balm contain nuts, soy, wheat or gluten?
Hair Balm contains hydrolyzed soy protein, hydrolyzed wheat protein and hydrolyzed wheat starch.

What is Dressed Up?
Dressed Up is a styling lotion designed for blow-drying to protect from heat damage, hold shape, and create body without a crispy or gummy feel.

Does Dressed Up contain nuts, soy, wheat or gluten?
Dressed Up contains hydrolyzed soy protein.

What is Undressed?
Undressed is a light spray that offers a bit of structure and encourages natural texture. It is a very refined improvement on yesterday’s salt sprays, and a modern approach to dishevelled looks.   

Does Undressed contain nuts, soy, wheat or gluten?
Undressed contains hydrolyzed wheat protein and wheat starch.


General Product

Is the Hairstory fragrance synthetic?
No. We created a natural fragrance made of essential and natural oils including Ylang Ylang, Clove Leaf, Rose, Guaiacum Wood, Pelargonium, Bois de Rose, and Balsam Peru.

Are Hairstory products organic?
We chose to formulate with the highest-grade (and expensive) ingredients available, and some are certified organic (as listed on product boxes). Formulating 100% organic products would have made the costs prohibitive; in addition, organic ingredients can vary in quality and availability and cause inconsistency in formulation and performance.

Why aren’t Hairstory products available as samples?
Samples are a waste of time, money and material. The small amounts they contain may not be enough to demonstrate the effectiveness of the product.

Why aren’t Hairstory products available in travel sizes?
We believe that making products in travel sizes is both a waste of resources and a source of more waste. We encourage you to dispense Hairstory products into travel containers you may already own; join our New Wash Club to receive a 20-oz pouch to refill all of your containers (consider reusing your 8-ounce bottle for use at home).

Are Hairstory products tested on animals?
No, we have tested our products extensively on our own heads, our friends, family, and models, never on animals (although our chemist insists New Wash is perfectly suitable for pets).

Where are Hairstory products made?
Our products are made in the USA.

How do I find a Hairstory Hairdresser near me?
Send us an email to info@hairstory.com with your address and we’ll do our best to match you with a hairdresser nearby. If you know of independent hairdressers who would be interested in Hairstory, encourage them to visit our website and join the revolution.

Where do you ship?
As of August, 2017, we ship to the US, Canada, UK, EU, Australia and NZ.

Please note that we are unable to ship Undressed outside of the US due to airline safety regulations on combustible ingredients.

We plan to be available globally. Fill out the form below and we will inform you when we will be shipping to your country.

Name *
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new wash club

What is New Wash Club?
New Wash Club is a service we provide to ensure that people who love New Wash (like you, we hope) never run out. Members receive automatic shipments of New Wash at a frequency they select, a handsome aluminum dispenser that holds 20 ounces, and a 20-ounce refill pouch.  

Why would I want to join New Wash Club?
Become a New Wash Club member if you want the convenience of automatically receiving a supply of New Wash, the efficiency of refilling a reusable container, the virtue of creating far less packaging waste, and the savings of 10% per ounce.

 

How do I change the frequency of my New Wash Club order?
Changing the frequency of your New Wash Club order is easy. Simply go to hairstory.com and log in. You will be in Account Settings. On the left side of the page you will see “New Wash Club Orders.” Click on that link and you will be able to edit many aspects of your order, including the frequency. Click “Save.”

How do I suspend or change the ship date of my next New Wash Club order?
If you’d like to have your New Wash Club order shipped earlier, later, or suspended while you are away, please email our Customer Service at info@hairstory.com or call 646-725-0343 and we will make that change for you.

How do I cancel my New Wash Club membership?
To cancel your New Wash Club membership altogether, simply go to hairstory.com and log in. You will be in Account Settings. On the left side of the page you will see “New Wash Club Orders.” Click on that link and click on the box at the center of the page that says “Delete New Wash Club.”


Ordering

How do I place an order?
You can purchase any of our products right from this site. Click “Shop” at the top of the page and explore our product pages. If you learned about Hairstory from your hairdresser or a blogger, please be sure to enter their name as your referrer when prompted.

Why do I need to register?
is primarily a professional hair care product line, which means most of our customers learn about it from their hairdressers. We need clients to register because we pay commissions on all sales to the hairdressers who refer their clients to us. Although some people learn about us from friends or the press, we ask those people to register as well in case they are associated with a Hairstory Hairdresser.

What does ‘Who referred me?’ mean?
If a Hairstory Hairdresser suggested you join us, that person is the one who referred you and will earn commissions on purchases (if you’re a client), or on your sales (if you are a hairdresser or Star Client). 

 

How do I track the status of my order?
Every weekday night, we send out emails with tracking information to everyone whose orders shipped from the warehouse that day. Just click on the tracking number and you should be taken directly to information about your order on the UPS website. Save this email until your products arrive.

How do I change or cancel my order?
We prepare most orders for shipment on the same day they are received. If you want to change or cancel your order, please reach out to our Customer Service immediately at info@hairstory.com or 646-725-0343. If you wait until the next day, chances are your order will already be on its way, and we won’t be able to cancel it. However, you can return it to us within 30 days of the purchase date and receive a full refund.

How can I get a refund?
If you are not entirely satisfied with your purchase, return it within 30 days of the purchase date receive a full refund. Please contact Customer Service at info@hairstory.com or 646-725-0343 before you send the product back. If you received a damaged product, contact us immediately for assistance.

Do you conduct business internationally?
As of August, 2017, our business is includes the United States, Canada, UK, EU, and Australia. We plan to expand to other countries as soon as possible. You can fill out the wishlist located in our General Products Section. Stay tuned.

Please note that we are unable to ship Undressed outside of the US due to airline safety regulations on combustible ingredients. 

 


Troubleshooting

I can’t log in.
Your email address is your login ID. When you register the first time, we ask you to create a password. If you are having trouble logging in, just click on the link below the login box that says, “Forgot your Password?” Enter your email address in the box, and we will send you your password. If that doesn’t work, please reach out to our Customer Service.

 

I forgot my password.
If you forgot your password, just click on the link below the login box that says, “Forgot your Password?” Enter your email address in the box, and we will send you your password. If that doesn’t work, please reach out to our Customer Service.

I want to change my password.
Changing your password is easy. Simply go to hairstory.com and log in. You will be in Account Settings. On the right side of the page you will see “Password.” Click “Edit” and change your password.


Hairdressers

How do I sign up to be a Hairstory Hairdresser?
Visit our Carry Us page to sign up to be a Hairstory Hairdresser.

Can I try New Wash before before committing to becoming a Hairstory Hairdresser?
Yes. We encourage you to put it to rigorous testing. Visit our Carry Us page and answer a few questions. Please be willing to have a short phone call with one of our representatives before starting your trial. We will then send you a complimentary 8-ounce bottle of New Wash to test on your own hair. Some people see and feel an immediate difference, and some need time to adjust to life without shampoo. Use New Wash regularly until you are satisfied that it lives up to our promise.

Can I have samples of the product?
We believe that samples are a waste of time, money and material. The small amounts they contain may not be enough to demonstrate the effectiveness of this product, and in fact devalue something special.


 

Careers

We are currently searching for a talented, well-rounded, mid-level graphic designer with amazing skills in web design and motion graphics. Please email resumes to careers@hairstory.com.