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

“Have not recieved my first order. Still waiting. Second one not arrived either ordered and paid months ago.”

Dear Cherie, As per the email I sent you yesterday, I sent an enquiry to Australia Post, and they are trying to locate your parcel. You ordered your parcel on July 22nd and we dispatched it the same day. Could you please contact Support on support@theshade.com.au as we have no record of an order paid for months ago, only your order on July 22nd. We will be sure to contact you as soon as we hear back from Australia Post. Apologies for the inconvenience. The Shade team

“Never received the order”

Helpful Report

Hi Elaine, Once again, we are so sorry you haven't received your parcel. We despatched your order the same day as we received it. The following is the email we sent you on August 7th: Hi Elaine, Thank you for your email. Sorry that your parcel has been delayed. We despatched your order the same day we received it. I really apologise for your inconvenience, and I can understand your frustration and the reason for your cancellation. I will send an enquiry to Australia Post to see if we can locate it. Best Regards, We duly cancelled your subscription as you instructed. Terribly sorry again for the inconvenience. The Shade team

“I placed an order on the 17.7.2020 it is now the 7.8.2020 and still have not received anything .Not happy”

Helpful Report

Hi Michelle, We are so sorry you haven't received your parcel. We received your order on July 17th in the afternoon, and despatched it the next day. Tracking details can be found here: https://auspost.com.au/mypost/track/#/details/0307054412143006000996 It seems that Aust Post have lost it, so we will send you a replacement. Really sorry for the inconvenience. In future, please don't hesitate to contact us at support@theshade.com.au The Shade team

“Terrible. Colour darker than shown on web site. Awful smell. My hair turned out almost black when the shade was right brown. Uninterested "customer support". My question about colour being dark was removed from Facebook. Nearly two weeks later and my hair looks disgusting. Dry and fake and black has now faded to dark orange and fark brown. I have never been so disappointed and upset with my hair in my life. I advise anyone reading, please don't consider trying this.”

Helpful Report

Dear Melinda, The following is the email our colourist sent you: Hi Melinda, Thanks for following up. Colour cannot lighten colour, so it can not lighten pre-existing darker colour pigments in your hair. The options are to try the method I mentioned to lift out some of the colour pigments, or to lighten your base colour by doing a bleach wash at home. This is quite quick, easy and very effective, but bear in mind that you can’t recolour for 2 days and your hair will probably be a bit brassy (lightening does that) during that time. The upside is that when you recolour you will have a lighter base level and you can then comfortably achieve a lighter colour level and the bleach washing process will lift out all the darker pigments which are currently in your hair. We offer Bleach Wash Kits which include everything you need to bleach wash your hair, which will effectively and quickly lighten your base colour. They are $17.95 and include bleach powder, developer, Colour Protection Shampoo and Conditioner and gloves as well as detailed instructions. To add Bleach Wash to your order, go to the Shop page, scroll down until you find the Bleach Wash Kit, and you can then add that to your order. A bleach wash is gentler than a standard lightening process, but it will dry your hair and we recommend that you do some leave-in conditioner or oil treatments before and after bleach washing to restore moisture and condition to your hair. Our colour numbering system is the ICC system, which is the same one used by L'OReal and other major brands, so those levels match *eg. a level 3 by L'OReal is the same as our level 3, etc), although the names of the colour may be different. So those are the two options for a lighter colour - not using a lighter colour over your current colour, which unfortunately will not be effective. I hope that helps and please let me know if I can help further. X I'm sorry if you feel our colourist was uninterested. The Shade team

“I never received it.”

Helpful Report

Hi Connie, Terribly sorry Connie, I've followed up with Aust Post and they can't find your parcel. I have sent you an email to advise you that you'll be receiving a replacement. Very sorry for the inconvenience. Best Regards, The Shade team

“The colour was not as described, a lot darker then it was meant to be and the colour doesn't bind to the hair well at all,”

Helpful Report

Hi Lucy, Sorry you didn't get the result you were looking for. A darker hair result is not uncommon, which is addressed in this blog: https://theshade.com.au/colouring/my-colour-result-is-darker-than-i-expected-why/ The colour not binding to the hair is usually a result of hair porosity. Please see the following blog article: https://theshade.com.au/blogs/how-hair-porosity-affects-hair-colour/ Our colourist are available 7 days a week for personalised advice. They can be contact here: https://theshade.com.au/colourist/ I hope this helps! The Shade team

“Terrible product. The color kept going onto my pillow cover even after washing my hair thoroughly. This is over weeks.”

Helpful Report

“I ordered a "trial" and was surprised to receive an email stating I was to receive another order. Advised by Craig I'd signed a "subscription". That's ok. My fault for not reading the fine print better. My next issue was the original colour I'd ordered was way too dark and it was being sent to me again. Craig then advised he'd send me another colour with $9.00 for postage. I remarked that $9.00 was expensive for postage, particularly when I was receiving a product I didnt feel I'd actually ordered and I felt slightly scammed by the whole thing. Craig's reply was nothing but obnoxious, rude and stupidly arrogant. He is the only person you are able to speak to! Buyer beware. It's all great if it goes well. If there are any issues, Craig has no concept of customer service, basic manners or whether you are a satisfied customer or not. Disgusted!”

Helpful Report

Dear Nikki, We processed your order as we do for hundreds of customers each day. You said that your colour was too dark and I offered to send you a free replacement tube of colour for the cost of postage. That is a tube of hair colour, the box, the label, the shipping bag, and the postage and handling for $9.00 which you told me was excessive. We do require changes to subscriptions to be made prior to the shipment date, which you neglected to do. For the sake of ensuring you get the right colour, I was happy to make you the offer. Craig The Shade

“Worst customer service! I was really looking forward to trying this product however the wrong thing was sent to me in the mail which meant I couldn't try. I spoke to someone in customer service to try and rectify the order. He was useless and so unhelpful. Based on this I would not recommend this service.to anyone.”

Helpful Report

Hi Renee, We shipped you exactly what you ordered. i'm sorry that you made an error when ordering, but it's hardly the fault of The Shade if we sent you what you ordered. We sent you an email to assist you, but never heard back from you. The Shade team

“After i washed my hair with the shampoo, it was all dry and matted, the worst it has ever felt. Luckily the conditioner made it all better again.”

Helpful Report

“Sorry it made my hair goa brassy copper look I am not a fan sorry I didn't understand why I had 2 lots of shade 1 with the bleached made my hair back to my colour sort of and the other made it go grey and purple so that's when I put the bleach 1 in it sort of back to my colour except the head that went orange as you can see please help me”

Helpful Report

Hi Frances, The Shade can only lighten or darken by 2 levels from your natural hair colour. I see that you selected a very light colour without taking our online colour consultation, or contacting one of our colourists who are available 7 days a week. Please contact one of our colourist here who can assist you: https://theshade.com.au/colourist/ i hope this helps! The Shade team

“Tried to upload a before but could only upload one photo. I have natural dark blonde/light brown hair and am growing out blonde highlights so asked the colour consultant for advice on hair colour, specifically stating that I didn't want red tones because I didn't want my hair to go red. I was recommended a "neutral blonde". The products were great quality, postage was prompt, love the cape. Unfortunately... My roots went bright red and the colorist said that the colour I used was too light because she couldn't see my hair colour properly in the multiple photos I sent her for reference.... Not at all impressed, this has ruined my hair and looks ridiculous so now I'll need to spend more money to get it fixed, wasn't even offered another colour for free to try and fix the red tones Don't risk this happening to you, the colour I bought was very close to my natural hair colour, so it's not like I was after a huge change.”

Helpful Report

Dear Charlotte, I'm sorry the colour didn't come out as expected. Unfortunately the photos we received were taken indoors. It is difficult to determine the exact colour of hair with photos if they are not taken outside in natural light. Our colour and developer can lift 2 levels from your natural hair colour, and brassiness results when you try to lighten by more than 2 levels. We are happy to offer you a free replacement colour kit. Please let us know if you would like to proceed with this. Regards, The Shade team

“Disaster! I have dyed my hair at home for the past few months and was excited to try The Shade. I was advised to do the bleach wash that left me a horrible orange and then the dye (my usual shade of 6.1 with other brands) didn’t cover my greys or the orange. I had a coloriste consult but they advised to bleach wash again! This left me going back to the hairdresser to fix the damage. Such a shame as the concept is amazing.”

Helpful Report

Unfortunately Alicia ordered and used the bleach wash kit without consulting with our colourist. Her hair looked completely typical after a bleach wash process, with quite a bit of brassiness that is to be expected because she was lightening from a very dark base. We do advise people in advance in our one-on-one colourist consultations that if you are lightening from a dark base colour, that you may be required to repeat the bleach wash. Brassiness is an indicator that the lightening process hasn’t lifted out all of the pigments in the hair, and so, if you do want a lighter base then you will need to see the process through and possibly repeat the bleach wash in order to lift out the darker/brassy pigments that are in the hair. This is all very predictable, and to be expected, which is why we do mention to all clients that are wanting to lighten their hair from a darker base that there is a chance that they might need to repeat the lightening process in order to achieve a colour with a lighter base colour.

“So far, I have not received the ordered products and am surprised to be asked for a review. I hope someone will contact me with an order update”

Helpful Report

Dear Petra, We received your order on the evening of April 14th and despatched it the next day. The tracking which can be found here:https://auspost.com.au/mypost/track/#/details/0307053834618006000990 says it’s on the way, but it has been delayed. Unfortunately there are big delays from Australia Post all over the country mainly due to the increased volume of people having items home delivered. Information from Australia Post regarding the delays can be found here: https://auspost.com.au/about-us/news-media/important-updates/coronavirus#faqs I think it is really unfair that you left us a 1-star review when we did every to ensure you received your order as soon as possible. Really sorry for the inconvenience, I’m sure it’ll arrive soon. Best regards, The Shade team

“Besides a rude assistant or whatever she was, hairdresser...I finally went back to my own hairdresser. She was horrified by the colour I was advised. I had green hair and it was very dry. This 'home kit' is overrated....and bot at all great. The colour faded quickly as well. You cannot beat a in salon expert nor treatment. The shade is just like your supermarket brand, even if they try to position themselves otherwise.”

Helpful Report

“While it's left my hair silky soft and shiny - my naturally blond hair was also left a really gross shade of orange rather than the fresh shade of beige I was excited for. I'll have to stick with my expensive salon visits...”

Helpful Report

Hi Emma, We have colourists available seven days a week, from 8am until 8pm, every day. They provide personalised one-on-one colouring advice to clients and they respond within three hours, sometimes within minutes, as many of our clients will know. They review photos and ensure that the colours they recommend are appropriate, achievable and will meet our clients colour goals. This is critical in selecting colours for significant colours changes such as going much lighter, because a common error is to either under or over-estimate the existing colour in the hair and therefore to miscalculate and incorrectly select a new colour. Our colour and developer combined can only lift uncoloured hair by two colour levels, so it is critical that the existing colour level is correctly assessed and that a colour is chosen which is within an achievable colour range. Unfortunately you did not seek advice and you selected a colour which is lighter than you should have. The colour could not lift enough, meaning it was too light for you. The orange/brassiness is because the orange/brassy pigments are the largest colour pigment molecules and they are the last to be lifted out in the lightening process. When they are visible it indicates that a colour which was too light for you was incorrectly selected. We do not have these colour outcomes when clients have obtained advice directly from our colourists, which is why we offer individual colourist advice, for free, for all our clients! The Shade team

“My experience was terrible. It started off well and I was a potential subscriber...I am by no means a hair expert and having gone to hairdressers as have had disasters at home in the past I asked some questions as I was advised to have 2 colour tubes to mix. The instructions I received were for one color and also for grays, so towo.sets of very different instructions and timeframes and nothing for duo colours. but no for two. When I asked the questions I was advised I was over complicating matters, there was no acknowledgement that I was right and my qstn warranted which they were and that the person _ Camilla providing guidanve was too busy and pretty much I had been wasting her time. Each time she answered me there were subtle digs at me for not understanding 'simple instructions yet the irony was that the written advice she finally gave me was no where to be written and different to what was advised for the general one tube pack. She made me feel very stupid and was insensitive to my questions even after I told her I was grateful for her advice and didn't want to be difficult or ignorant. I also.kept getting the standard response " then home dying is not for you"..extremely insensitive given the covid-19 isolation...As a result I will not be subscribing to a business that advertisedls they are happy to provide one on one advice yet makes you feel worthless, stupid and and wasting their time. Very disappointed at the insensitivity and lack of patience or understanding”

Helpful Report

After our colourist Camilla provided five detailed, personalised, long emails, customising a colour blend and explaining the exact colouring instructions and process three times, the client wasn’t comfortable with home colouring and with understanding the instructions. I understand this is a stressful time for everyone in the community, our clients and our team too. It isn’t however, a valuable use of anyone’s time to repeat colouring directions more than four times. Our wonderful team is currently working day and night seven days a week to support all our wonderful clients, but there are limits to the attention that we can give to each individual. Providing five clear emails, together with detailed but easy to follow instructions, and all the accessories you would need in a home salon and an custom colour blend is a high level of customer service and support, but unfortunately we can’t always please everyone. The Shade team

“Unfortunately I have very sensitive skin and was highly allergic to this product. I forgot to cancel the subscription and now have an extra one I can't use.”

Helpful Report

“Unfortunately this product didn’t work for me. I have really sensitive skin and thought because this product contains little chemicals it would be ok for me to use but it burnt my skin when I did the patch test .”

Helpful Report

Sorry it didn't work out for you Arana; very glad you did the patch test first. Wishing you all the best!

“Not good and I found the experience stressful and costly trying to find my ideal shade... then advised to seek professional help, $50 down the drain and hair looks terrible”

Helpful Report

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

The Shade Reviews