The Shade Reviews

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

4.5 Rating 1,640 Reviews

87 %

of reviewers recommend The Shade

Company Reviews

Metrics

Info

4.5

Based on 1,640 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 89%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Live Chat
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.

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Email:

support@theshade.com.au

Location:

23 Milton Parade Malvern VIC 3144, ,
Malvern
3144

The Shade 5 star review on 30th March 2024

423

Anonymous

Anonymous // 01/01/2019

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

“3 weeks on and still don’t have my colour delivered! NOT HAPPY, will be out of lockdown now and just head back to a hairdresser….”

Helpful Report

Hi Rosa, Terribly sorry for the delay of your order. We despatched your parcel within 12 hours of receiving your order, but unfortunately it got stuck in the black hole which is Australia Post. Once it's in their hands, it's out of our control as to a delivery date. I will send a replacement order to you today via Express Post. Really sorry for your inconvenience. The Shade team

“Unfortunately it didn’t work well for me, I wanted to be a medium ashy blonde, but my hair came out orange. Had to end up buying a supermarket dye to cover it up.”

Helpful Report

Hi Courtney, We highly recommend that all clients who want to lighten by two colour levels, or who are considering a lightening process (bleach was) contact our colourist before you colour. We recommend this at various touchpoints throughout the order process. Our colourists are available 7 days a week, and there is no cost to get personalised colour advice, and I am sure they would have been helpful to you before you ordered/coloured. They can be contacted at https://theshade.com.au/colourist/ I hope this helps! The Shade team

“I haven’t received it yet alone used it: too slow,”

Helpful Report

Hi Michelle, So sorry that your order has taken so long to be delivered. We despatched your order the next business day after the receipt of your order. Unfortunately it has been held up by Australia Post due to the lockdown in Melbourne, which is extremely disappointing and frustrating. I notice that your parcel was scanned today, so I suspect it will be delivered in the next day or 2. Apologies for your inconvenience. The Shade team

“The colour was no where near the shade that I wanted. It did not change the colour of my hair at all. My daughter and I followed the correct procedure 100% and it did not change a thing. Very dissatisfied customer.”

Helpful Report

Hi Mandy, Sorry you didn't get the colour results you were after! You mentioned in your colour consultation that you recently had a keratin treatment. Unfortunately keratin treatments can block colour absorption, which negatively impacts colour results. We do advise all clients who want to achieve two levels of colour lift that they should consult with one of our colourists directly, and unfortunately we didn't hear from you in regards to your colour selection. Our colourists can provide personalised colour advice which is critical to achieving successful colour results, particularly in situations such as yours where you wanted to lighten by two levels and there is pre-existing colour in the hair. Our colourist can be contacted here: https://theshade.com.au/colourist/ I hope this helps! The Shade team

“Unfortunately the colour didn’t take on my hair- despite me leaving it in for over an hour! I asked and received advice from their colourists based on photos I sent- and bought the colour they suggested. I mixed it exactly as per the instructions but it did nothing. Waste of time, money.”

Helpful Report

Hi Sheila, So sorry you didn't get the colour result you were after. Leaving the colour on longer than we advise in the instructions is not recommended and colour cannot lift or lighten pre-existing darker colour pigments in the hair, only a lightening process will do that. Please don't hesitate to contact one of our colourists here you would be happy to assist you: https://theshade.com.au/colourist/ I hope this helps! The Shade team

“Hi whilst the customer service when you are looking to purchase is good. This really is just a box colour repackaged and not suited for blondes at all. It might work well if you are looking at the darker shades but I would not purchase again as it is just a supermarket colour and not of salon standards as promoted.”

Helpful Report

Hi Kirsty! Thank you for your feedback. Our colour is salon grade and free from ammonia, PPD, parabens and phthalates, so it is not only a better option than conventional colour, but it is an excellent option for people with a sensitive scalp or who have allergies or who are looking to avoid exposure to those older, stronger, harmful chemicals. We note that you were looking for a platinum blonde colour result - our colour is for two levels of colour change and we recommend that significant colour changes such as the colour result you were looking for, should be managed by professionals in a salon, as the lightening, colour and tone are increasingly complicated, and that shouldn't be attempted at home. Wishing you the best!

“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”

Helpful Report

“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.”

Helpful Report

“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.”

Helpful Report

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

Helpful Report

“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 !!!”

Helpful Report

“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

The Shade is rated 4.5 based on 1,640 reviews