Customer Care


What's the status of my order?

Please refer to your shipping confirmation email for the tracking information or you may contact Customer Service through 

Where can I buy Pallure?

As of right now, Pallure products are only available to purchase on and through Pallure's Amazon store.

What's the cost of shipping?

For orders under $49, the U.S. flat rate for shipping is $10.00. For all Canada orders, please note that duty fees apply.

Why am I not getting free shipping?

We offer free shipping on all orders $49 or more.

If you are using a discount code within your purchase, the subtotal after the discount is applied must be $39 or more in order to receive free shipping. 

Why am I getting charged duty fees?

If you are shipping to Canada, duty fees apply.

Where does Pallure ship to?

We ship to the United States and Canada*.

*Please note that all Canada orders have duty fees.

Do you ship to P.O./APO/FPO?

Unfortunately, we can't ship to P.O./APO/FPO yet.

When will my order ship?

Orders ship within 24 hours except orders placed Friday and over the weekend. Orders made during this time will ship the following Monday.

Orders are generally received within 3-5 business days.

Where is my order?

Please refer to your shipping confirmation email for the tracking information or you may contact Customer Service via

Why is my shipment delayed?

During busy periods (including sales), deliveries may take longer than usual.

Shipping delays with our carriers may also occur due to extreme weather conditions.

Order Issues

What's your return/refund policy?

We want you to be 100% satisfied with your purchase. We understand that sometimes, a product might not work for you and your desired results. We have a 45-day return policy, which means you have 45 days after receiving your item to request a return. We believe every customer’s purchase situation is unique and for that reason, we handle returns based on each individual.

To start a return or ask a question about a recent purchase, please contact us at

How can I cancel, return or exchange my order?

Please reach out to and our team can assist you.

What if my shipment shows delivered but I never received it?

Occasionally, FedEx and USPS have marked packages delivered prematurely so we kindly ask that you wait a couple of days. If you have not received it after a couple of days please reach out to and we will be happy to open a claim for you.

What if an item I received is damaged?

Please email with a photo of the damaged item and we will be happy to issue a replacement bottle as soon as possible.

What if my order is missing an item?

Please email and we will get it resolved it as soon as possible for you.


What type of payments do you accept?

We accept all major credit cards issued within the United States.

Payments may also be made using Afterpay, Apple Pay, Facebook Pay, Google Pay and Shop Pay.

Why is it showing I was charged more than once for my purchase?

Every attempt at a purchase online will show as a pending charge on your account. We do not deduct payment from your account until your package has been shipped. All other pending charges will fall off within a couple of business days. 

How are my refunds credited?

All refunds made within 45 days since purchase will be credited to your original form of payment. 


Are your products for professional hair stylists?

Short answer: Yes!

Long answer: Our brand philosophy is built on creating efficacious products backed by professionals and for professionals. Each one of our products is created, tested, and approved by our team of PRO's to ensure that they are confident to stock their back bars and send their clients home with Pallure.

You can also check out our Meet our Pros page to learn more about our Backed By Pros philosophy and learn more about the professional stylists we work with.

Where are Pallure products manufactured?

Our products are formulated in Italy, with globally sourced ingredients.

What's the pH of your products?

Please find below the pH levels for each product:

- S.O.S. Hydrating Shampoo: 4.3 – 4.7
- S.O.S. Deep Conditioner: 3.3 – 3.7
- G.O.A.T Blonde Shampoo: 5 – 5.5
- G.O.A.T Blonde Conditioner: 3.3 – 3.7

Are Pallure products vegan?

Yes, all of our products are vegan and cruelty-free.

How can I find out more about the ingredients in a product?

We have an Ingredient Glossary with a breakdown of every single ingredient we use in our products!

Can I use Pallure if I have a sensitive scalp or skin?

Yes! For those with sensitive scalp or skin, we recommend conducting a skin patch test before applying any of our products to your entire scalp.

All Pallure products are vegan and made cruelty free. We believe in being 100% transparent about the ingredients in our products and why they’re in there. You can find more information about our products in our Ingredient Glossary.

How do I know if the S.O.S. line will work for my hair?

The S.O.S. line is made for all hair types to help keep it strong and healthy! Whether your hair is damaged from heat or bleaching and coloring, it will thank you for this powerful line full of hydration and healing, and will give your hair an overall freshly-washed look.

How do I know if the G.O.A.T line will work for my hair?

The G.O.A.T line is made for blondies level 8 or higher to keep locks brass-free and extra ashy. We recommend using the Blonde Shampoo on medium to thick hair types and the Blonde Conditioner on fine to thick hair.

When does the product expire?

Manufacturer recommendation is 12 months after opening.


How do I get in touch with customer service?

Please email and we will get back to you as soon as possible.

What is Pallure’s mission and values?

We believe that high-quality hair care should be a key component in taking care of yourself. We make haircare optimized for your home haircare routine that is backed by pros. We tested every one of our products with our group of stylists to ensure that your crown is treated like royalty in between salon visits.

How do I get on your PR list?

For all collaboration inquiries, please email Thank you!