The Shade Reviews

Name: The Shade
Address: 23 Milton Parade Malvern VIC 3144, ,, Malvern
Rating: 4.52

4.5 Rating 1,937 Reviews

87 %

of reviewers recommend The Shade

Company Reviews

Metrics

Info

4.5

Based on 1,937 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5

About The Shade:

The Shade is Australia's leading home hair colour and hair care company. Our colour is Italian-made, and is free from Ammonia, PPD, Parabens, Phthalates and Gluten.

Visit Website

Email:

support@theshade.com.au

Location:

23 Milton Parade Malvern VIC 3144, ,
Malvern
3144

The Shade 5 star review on 30th April 2025

Debbie B

The Shade 5 star review on 23rd April 2025

Wiley S

The Shade 5 star review on 20th April 2025

Carmen B

The Shade 5 star review on 18th April 2025

Lynda S

540

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Extremely disappointed with lack of useful info, or warnings. The colour I bought was light brown , but was many shades darker. the tips you have on putting it on yourself just show someone with long hair. What about something for people with shorter hair? It stains - a lot. I have marks I cannot remove from basin. I assume this review will not appear as its not positive. but youi need to know you do not service older women with grey hair they need to cover. What about more tips on how to deal with the back of your head? how to avoid spillage? how to choose the correct colour?”

Helpful Report

“Awful colour, nothing 'natural ' about it”

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“I did not enjoy the colour, it was much darker than expected and despite being a custom duo blend, it was very disappointing. It was dark burgundy red rather than copper blonde.”

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“I purchased a medium blonde expecting my hair to go a blonde colour. My hair went a copper colour, not even close to blonde. Not sure if I was sent the wrong colour as didn't check. Am not happy at all with The Shade and how it coloured my hair the wrong colour.”

Helpful Report

Hi Sam, Sorry you didn't get the result you were looking for. We always recommend contacting one of our colourists when lightening by two colour levels, as lightening always reveals Natural Contributing Pigment (natural warmth) . Please contact one of our colourists here who can assist you in correcting your colour: https://theshade.com.au/colourist/ I hope this helps! Adam The Shade

“Unfortunately I suffered an allergic reaction to the skin test despite it being ppd free. The service and delivery was great though.”

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“I have not used it as I was sent the wrong colour.”

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“The shade didn’t turn out the colour I wanted. It also made my hair dry. I won’t be using again. I’m back to the salon ASAP.”

Helpful Report

Hi Joanne, It is harder when there are two colours in your hair, and lightening processes will dry your hair, as mentioned in our earlier communications. We recommend that colour changes of more than two colour levels should be done in a salon, and we don't recommend repeated lightening processes, as they will damage your hair. Camilla Colourist for The Shade

“Product doesn't work very well, rude customer service, highly do not recommend, just buy store dyes as they work better and don't keep your money if you're not using them.”

Helpful Report

Hi Aleisha, We double-checked your order and the correct order was dispatched. Sorry you weren't happy with your colour. We are happy to help you find a colour which you are happy with. Please complete the "Ask a Colourist" questionnaire: https://theshade.com.au/colourist/ and we will get right back to you with our suggestions which will help you meet your colour goals. Regards, Craig The Shade

“I can’t actually rate it as I am still waiting on it :(”

Helpful Report

Hi Saskia, Sorry for the delay in you receiving your order. We despatched it within 24 hours of receipt of your order, but unfortunately it was delayed. As per the tracking, I can see that it was delivered on November 10th. Apologies for the inconvenience. The Shade team

“Well for starters they free gift didn’t come and the dye was very poor quality I honestly should of gone to coles and Bought some cheap hair dye thanks for wasting my money and time !!!”

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“I received my trial pack and I was happy with the color quality. However I ordered a trial pack for my mum as she wanted to try the color as well. Unfortunately I received an email couple of days after saying my order has been canceled. Only because it was the same address as mine! That is very unprofessional and disappointing. I will cancel my subscription.”

Helpful Report

“Very poor customer service and communication manners, no post purchase care and total lack of responsibility for missing package due to company's shipping setup choices (They don't require signature on delivery so if your package gets missing - oh well, not their problem...) Great products, but due to above reasons prefer to source somewhere else. Please someone train Craig on how to communicate with customers, this experience was embarrassing...”

Helpful Report

Dear Marie, As per our email communications, if a parcel goes missing, we take 100% responsibility and will provide a refund or a replacement. In your situation, there was no missing parcel as we received confirmation from Australia Post that your parcel was delivered to your address at 1:03pm on September 24th. Once we receive confirmation of a parcel being delivered, our responsibility ends. I'm sorry that you feel you were entitled to a refund or a replacement, but in the 13 days between when your parcel was delivered, and when you contacted us, any number of things could have happened to your parcel, none of which is the responsibility of The Shade. I'm sorry we can't help further. The Shade team

“Im not really impressed with this product. Received the developer and there was no instructions guide or anything with the product. Still sitting in the vanity draw.”

Helpful Report

Hi Komal, Your order was one sachet of developer. You didn't order any colour. Did you mean to order one of our hair colours as well? Please contact us at support@theshade.com.au where we can help you out. I hope this helps! The Shade team

“Hi Team, have not received the product? Cannot review. I have to give one star.”

Helpful Report

Hi Wendy, Sorry that your parcel has been delayed. We despatched your order within 24 hours of receipt. There has been delays recently with Australia Post due to the COVID-19 lockdown in Melbourne, but your parcel is on the way, and I suspect you'll receive it shortly. I have sent an enquiry to Australia Post so that they can investigate, and we'll be in touch with you when we hear back from them. I really apologise for your inconvenience. The Shade team

“Never received my order! Highly disappointed!!! I want my money back!!!”

Helpful Report

Hi Anushka, Really sorry for the delay. We have received notification that your order was delivered yesterday (28/9). We despatched your order with 24 hours of receipt, but unfortunately there have been delays recently with Australia Post due to the COVID-19 lockdown in Melbourne. Apologies for the inconvenience. The Shade team

“If I could give 0 stars I would, terrible product, even worse customer service. Do yourself a favour and go to priceline or your local hairdresser”

Helpful Report

Hi Liz, I find your review surprising given you purchased from us 3 times. Our team of colourists are available 7 days a week for personalised advice. Please feel free to contact them here if you would like some assistance: https://theshade.com.au/colourist/ The Shade team

“Hello, I order the free trial as a group of us from work was curious about this product. So, I volunteered to try first but I didn't want to be a lock in a subscription until I try the product. So i cancel the frecuency of the suscription. Craig F from support said that i need to paid full price if i wanted to try as my login dont allow to add the order again and the other order was refund. Very disapointed with the support and lack of flexibility if dont want to lock the suscription. Order 124370”

Helpful Report

Hi Fernanda, As I explained to you, we are a hair colour subscription service and the free trial is to try the product and if it is suitable, to continue on as a subscription. If it’s not suitable, you are free to change, pause or cancel your subscription. We ask our customers to acknowledge this before they place their order. You cancelled your subscription immediately after you placed your order, so we didn't accept your order and cancelled and refunded your order. The Shade team You I see that you cancelled immediately after placing your order for a free trial so as per our terms and conditions, we did not accept your order and refunded the $9.00 you paid.

“I will not be using this product. Although I thought I had read all the information before purchase, it has ingredients such as SLS that I can't use.”

Helpful Report

Hi Kylie, We don't use Sodium Lauryl Sulphate (SLS) in our products. We use Sodium Lauroyl Sarcosinate in our shampoo. Sodium Lauryl Sulphate and Sodium Lauroyl Sarcosinate both have the same initials, but that's where the similarities end. Our shampoo is SLS-free. I hope this helps!

“Unfortunately can’t give proper review as it turns out I am allergic to the product. Rash developed after I did a patch test as recommended. So I guess there is some kind of chemical still in the product. Not chemical free.”

Helpful Report

Hi Anne, Sorry that you had an allergic reaction. We are a low chemical formulation, not chemical free. We are free of the main irritants: Ammonia, PPD, Parabens, Phthalates often used in hair colour. Glad that you performed an allergy alert test. Wishing you all the best! The Shade team

“Unfortunately I have not received it yet . It was ordered on 10th August and dispatched on the 11th. I sent messages and email asking for date of delivery.”

Helpful Report

Hi Virginia, We have just sent you an email with Australia Post's reply to our enquiry to them about your missing parcel. While not conceding they have lost it, they cannot locate it. I will despatch a replacement parcel to you today. Really sorry for the inconvenience. The Shade team

The Shade is rated 4.5 based on 1,937 reviews