FAQ

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Products

  • Are all your products vegan?

    All REF products are 100% vegan as we believe in a sustainable world. We put great effort in research of new vegan ingredients and materials. 

  • Do your products contain gluten?

    A couple of our products contain a very low amount of gluten to add elasticity and nourishment to hair that had some of its protein stripped away. The low quantity ingredient can also add volume and body to the hair. 

  • Are all your products Cruelty Free?

    All our products are Cruelty Free as we believe in a sustainable world where animals should live side by side with humans, without exploitation.

  • Do you have tips for products that go together?

    Head over to our Product Guide to learn more about what care and styling products go well together in order to achieve certain looks and results. You can also follow us at @REFstockholm and @REF_Academy on Instagram to get inspirations for what products to use together.

  • Can I buy your products on other sites?

    You can buy our products online at Lyko.com, Bagnerhead.com, Ahlens.com and Kicks.com. 

Orders

  • I have not received my order confirmation, where can I find it?

    Check if you have received it in your junk/trash folder. During busy periods on the website, order confirmation emails may take a little bit longer to arrive. If you have not received your order confirmation the day after purchase, please send an email to [email protected] so we can send it to you. 

  • Can I cancel my order?

    Please send an email to [email protected] and we will try to help you with this request. However, we cannot guarantee that it will be possible to cancel a order.

  • I’ve received the wrong product or am missing a product from my order, what do I do?

    We are so sorry to hear that you have received the wrong product or that something from your order is missing. send an email to [email protected] and we will help you.

  • Can I return my order?

    Of course, you have 30 days to return a purchase. If, during that time, you want to return a product or exchange it for something else. It’s very important that you return the unopened product in the undamaged, original packaging. All product information that followed must be included. Protect the product well for return shipment.  

    Please note that REF International AB is not responsible for the return shipping costs. 

    According to Swedish law, consumers are entitled to return a defective item up to three years after it has been purchased, but within reasonable time of having discovered the defect. Defects are faults that can be traced to how the product was manufactured. They are not associated with ordinary wear and tear, or the aging of products. 

     REF International AB reserves the right to, first and foremost, remedy the error. Secondarily, we would redeliver the product. If neither is possible, we will issue a refund. Once we have received the item you have returned to us, we will make an assessment and then contact you to resolve the matter. After we receive the returned item, we will process the case within 30 days.  

    For questions about returns, please contact our customer service at [email protected] 

  • I don’t want to pay with Klarna, is there any other way I can pay?

    Unfortunately, we only accept payments arranged via Klarna at the moment.

  • My order did not go through, what do I do?

    Check your bank information to make sure all of the details are correct and try to update the site to make sure the products you are trying to order are still available. If the order is still not going through, contact our customer service at [email protected]

DELIVERY

  • Where can I track my order?

    Once your package has left our warehouse, you’ll receive an email informing you that your package is on its way. This email includes a tracking link through which you can track your package.  

  • What delivery methods do you use?

    We use standard delivery, and do not offer express delivery at this point.

  • What happens if I don’t pick up my parcel?

    If you do not collect your package from your collection point, it will automatically be sent back to us after 14 days. We charge a fee for unclaimed packages. See our purchase terms and conditions.

  • My package has been damaged, what do I do?

    We sincerely apologize if you have received a defective product. Contact our customer service at [email protected] and describe what seems to be wrong with the product together with a photo/video showing the product’s defect so we can help you.

RETAILER / DISTRIBUTOR

  • How can I become a distributor?

    Please send an email to our sales representative [email protected] or [email protected]

  • What are the requirements to becoming a distributor?
  • Do you have a distributor portal?

    Yes, please see GUNG. 

  • How can do we become a REF Salon?

    Once your salon start carrying and selling REF products, the salon will be considered a REF Salon. When you have completed all REF Academy courses, you as a hairdresser will receive a certificate and become a REF Ambassador.