FAQs

Your email address is your login ID. When you first create an account, we ask you to create a password.

If you are having trouble logging in, click here and you will see a link below the login box that says “Forgot your password?” Enter your email address, and we will send you an email to reset your password. 

If you don’t see that email, check your spam folder.

If you forgot your password, click here and you will see a link below the login box that says “Forgot your password?” Enter your email address, and we will send you an email to reset your password.

You can unsubscribe from our marketing emails by clicking the “Unsubscribe” link at the bottom of any email. You can also modify your preferences to receive fewer emails by clicking “Manage Preferences.”

You cannot unsubscribe from transactional emails such as order confirmations. Transactional emails do not contain an unsubscribe option.

To update the email address associated with your Hairstory account, email hello@hairstory.com. Provide both your new and old addresses, and our customer service team will update your account for you.

Click “Create Account” using the same email address here. You will have to set a password, and you will receive an email to confirm the creation of your account. Once you have confirmed, you will be able to access your order history, addresses, account details and any subscriptions.

We accept:

• American Express
• ApplePay
• Diners
• Discover
• GooglePay
• JCB
• Mastercard
• PayPal
• ShopPay
• Venmo
• Visa

Unfortunately, once an order has been placed, we are unable to cancel or change it. Orders are processed immediately after they are placed, so it is not possible to retrieve, change or cancel them. See our Shipping Policy for more details.

If you want to return an order for a refund, you will need to pay for return shipping after it is delivered. Email hello@hairstory.com for the return address, as it depends on your location.

Our payment processor is Shopify; you may see either “Shopify” or “Hairstory” (or both) referenced on your credit card statement.

Our return policy can be found here.

We ship to all 50 states, Washington, DC and US PO Boxes. We use a handful of carriers, including FedEx, DHL, UPS and USPS. For shipments to APO/FPO/DPO addresses, submit your request here.

We offer free shipping on all orders over $49. Orders totaling less than that amount will be charged a flat $8.95 fee. Orders that include a subscription item ship for free.

Standard shipping: Delivery time ranges from 5 to 7 business days once your order has shipped. Shipments to Alaska and Hawaii may range from 1 to 3 weeks.

Expedited shipping: Delivery time ranges from 2 to 3 business days once your order has shipped. Shipments to Alaska and Hawaii are not eligible for expedited shipping.

Orders are shipped Monday through Friday. Orders take 1 business day to be processed at our warehouse. You can expect your order to ship 1 business day after it is placed.

We are not responsible for delays from the carrier. Missing or damaged orders are eligible for a replacement within 60 days of purchase.

Unfortunately, orders cannot be changed or canceled once they are placed. 

Hairstory Pro accounts automatically go inactive if there have been no inventory orders or client orders for 3 months. Contact your territory manager on our sales team to reactivate your account, as attempting to reset your password won’t work. 

For more information, contact your territory manager.

No, your account will not expire. However, if you do not have any client purchases or inventory purchases after 90 days, you may lose access to your wholesale pricing. 

For more information, contact your territory manager.