FAQ - Frequently Asked Questions
Orders
How do I place an order?
Simply add your favorite products to the cart, go to checkout, and follow the steps to complete your purchase. Once your order is placed, you’ll receive an order confirmation by email.
Can I change or cancel my order?
If your order has not been packed or shipped yet, we’ll do our best to help. Contact us as soon as possible with your order number. Once an order has been processed or shipped, we may not be able to make changes.
I didn’t receive an order confirmation. What should I do?
Please check your spam or promotions folder first. If you still can’t find it, contact us with the name and email address used at checkout, and we’ll help you locate your order.
Shipping
Where do you ship from?
Scene Kitten ships from Sweden.
Do you ship internationally?
Yes, we ship to selected international destinations. Available shipping options and costs will be shown at checkout.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and selected delivery method. For Sweden, we offer flat-rate shipping and free shipping over the current free-shipping threshold shown on the website.
How long does delivery take?
Delivery time depends on your location and the shipping method selected at checkout. You’ll receive tracking information by email once your order has been shipped, when tracking is available.
My package hasn’t arrived. What should I do?
Check your tracking link first. If the package seems delayed or stuck, contact us with your order number and we’ll look into it.
Products
Are the hair dyes permanent?
Most colorful direct dyes, including brands like Herman’s Amazing, are semi-permanent. This means the color gradually fades with washing, hair condition, heat styling, and aftercare.
Do I need to bleach my hair before using bright colors?
For the brightest and most visible results, vivid and pastel colors usually work best on pre-lightened blonde hair. The final result depends on your starting color, hair condition, and previous treatments.
Can I use the dye on dark hair?
Some shades may give a tint or subtle effect on darker hair, but bright colors usually need a lighter base to show clearly. We always recommend checking the product description and doing a strand test first.
Should I do a strand test?
Yes. A strand test helps you see how the color will look on your own hair before applying it everywhere. Hair color results can vary depending on your hair’s base color, porosity, condition, and previous treatments.
Can the dye stain skin, towels or surfaces?
Yes, vivid hair dyes can stain. Always wear gloves, protect surfaces, use old towels, and rinse carefully. Be extra careful with freshly dyed or wet hair, as some color transfer may happen.
Are the products vegan or cruelty-free?
Many products we carry are vegan and/or cruelty-free, but this can vary by brand and product. Please check each product page for specific information.
Returns & Exchanges
Can I return my order?
Unopened and unused products may be eligible for return within the return period stated in our return policy. For hygiene and safety reasons, opened hair dye, beauty products, and personal care items usually cannot be returned.
Can I return a product if I don’t like the color result?
Hair color results depend on your starting color, hair condition, application, and aftercare, so we cannot guarantee exact results or accept returns based on the final shade once a product has been opened or used.
What should I do if my item arrives damaged?
Contact us as soon as possible with your order number and photos of the damaged item and packaging. We’ll help you resolve it.
I received the wrong item. What should I do?
Please contact us with your order number and a photo of what you received. We’ll make it right.
Payments
What payment methods do you accept?
Available payment methods are shown at checkout and may include card payments, Shopify Payments, Klarna, PayPal, or other local options depending on your country.
Is my payment secure?
Yes. Payments are processed through secure Shopify checkout and trusted payment providers. Scene Kitten does not store your full card details.
Discounts & Gift Cards
How do I use a discount code?
Enter your discount code at checkout in the discount code field. The discount will be applied before payment if the code is valid for your order.
Can I use more than one discount code?
Usually, only one discount code can be used per order unless otherwise stated.
Why isn’t my discount code working?
Check that the code is spelled correctly, still valid, and applies to the products in your cart. Some discounts may have minimum order values, exclusions, or expiry dates.
Contact
How can I contact Scene Kitten?
Contact us through the contact form on the website or by email. Please include your order number if your question is about an existing order.
When will I get a reply?
We aim to reply as soon as possible during business days. During busy periods, replies may take a little longer.