Frequently Asked Questions (FAQ)

Hair and Skin Care Products


How do I place a return?

We’re sorry you didn’t love your product. Please reach out to with your order number and the product you would like to return to begin the process. Return acceptance is decided at the sole discretion of Holistic Hair Tribe.

What’s your return policy?

As long as a product is not damaged or defective, all sales are final.

  • Damaged items must be reported within 14 days of receiving the order. You will need to send a photo of the damaged box AND product to so we can process and send you a new one. If you received a defective part, we will replace the part. Please do not use the product until you receive the replacement part. Neglecting to inform us within 14 days of receipt and/or use of the products despite the damage constitutes acceptance of the item in the condition it arrives in, and therefore ineligible for return.
  • If you are unsatisfied with the product, we can only offer a store credit if reported within 14 days of receiving the product. In order to be eligible for store credit, please send the product back to us within 30 days of reporting. You will need to assume the responsibility for shipping the product back to us. We only offer a one-time exchange, and cannot offer multiple exchanges/store credit on the same order. Original shipping charges are not refunded. Prior authorization is required on all returns. Please email to initiate the return process.
  • If the product is unused, unopened, untampered and in good condition, you have 30 days to return the product. Please note that you will need to assume the responsibility for shipping the product back to us. As soon as we receive the product back we will be able to process a full refund. The original shipping charges will not be refunded. Email us at and we’ll help you place the return.
  • If you purchased Oway Treatment products (except Oway Soothing Hair Bath) without a personal recommendation from a licensed hairstylist, we cannot honor the return.

What should I do if I receive the wrong product or missing a product?

If you received a product different from the one that you ordered or missing a product, we’re sorry about that! Please contact us within 14 days of receiving your package at with your order number, the product that you should have received and a photo of the product received in error.

Tracking says ‘delivered’ but I didn’t receive my package. What do I do?

Please email us at so we can investigate with the courier as soon as possible. Missing packages must be reported within 14 days of delivery date indicated by tracking information.


Can I use multiple discount codes at checkout?

You are limited to one discount code per order.

Can I use a discount code on top of another promotion?

Yes, you can use a discount code and also receive free shipping if you have a U.S. order over $75. This free shipping discount will be applied automatically and you do not need to enter a code.

How do I receive free shipping?

You can receive free shipping if you have a U.S. order that exceeds $75. This discount will be applied automatically when you checkout.


How can I find out more information about a product?

You can find more information about our product in the Benefits, Key Ingredients, and How to Use tabs located on their product pages. If you have any additional questions, please email us at

Do you test on animals?

No, we don’t! Simply Organic Beauty and Holistic Hair Tribe are 100% cruelty free and we do not tolerate any animal testing.

Can I sell Holistic Hair Tribe products on my own site?

Our products are for your own personal use and are not to be sold unless you you are a verified Simply Organic Beauty Member or Holistic Hair Tribe Partner. By purchasing our products, you agree not to resell or distribute them for any reason. We may reject or cancel the order if we have reason to believe your order is not for your personal use.

Don’t see the answer to your question here? Please send us an email to