Contact
Talk to us
A real person reads every message. Every message answered within one business day. If it is about an order that has gone wrong, say so in the subject line and it goes to the front of the queue.
Telephone
Monday–Friday, 9:00am–5:00pm CT. Outside those hours leave a voicemail with your order number and we call back the next business day.
- hello@northlinehair.comAnything at all, including which product to choose
- orders@northlinehair.comOrders, returns, tracking, cancellations
- support@northlinehair.comAnything that is not about a specific order
- privacy@northlinehair.comData requests and privacy
Hours and response time
Monday–Friday, 9:00am–5:00pm CT
Every message answered within one business day. Orders placed before 1:00pm CT on a business day are dispatched the same day, so if you need to change or cancel one, telephone rather than email.
Where we are
Unit 204
Minneapolis, MN 55426
This is where orders are picked and packed. It is not a shop, so there is nothing to visit — but post reaches us here, and returns still go back on the prepaid label rather than to this address.
Returns
Returns, shipping questions and anything to do with an order go through email. We authorise the return and send a prepaid label, so there is never anything for you to post to us unprompted.
The full returns policy — 45 days, and longer than that if a product reacted.
Before you contact your bank
Charges from this store appear on a statement as NORTHLINE. If a line looks unfamiliar, telephone or email us first. We can find the order, tell you what it was, and refund it the same day if it should not have been made — a dispute raised with your bank takes weeks to reach the same place.
What to include
- Your order number if you have one — it begins with VS- and is on your confirmation.
- The email address you ordered with.
- For anything damaged or wrong, a photograph. It usually removes a whole exchange of messages.
- For a reaction, which product, how you were using it and how often. It helps us tell you whether it is the formula or the pace.