Frequently asked questions
We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fees, customs or back-end charges once the package has exited our warehouse.

How long is process time?

3-4 business days.

How long does shipping take?

This is determined by the shipping method that is used for the shipment. USA shipments. These shipments are generally delivered within 3-5 business days.  Orders outside the continental US can take between 20 and 25 business days. International shipments can take up to 28 to 65 business days to reach customs in the destination city. They also have limited tracking and the end recipient is responsible for the duties and taxes for bringing the goods into the country.

I did not receive a shipping or order confirmation.

Please contact us at to confirm your order was placed.

Can I order by phone?

You can only order from our website.

How do I know if my order is successful?

You will get an email confirming your order with an order number. You will also receive another email when your order has been shipped with the tracking number.

How do I change or modify my address?

Due to our fast fulfillment processing, we unfortunately may not be able to modify or cancel your order unless you contact us immediately after your purchase during our office hours at 514-737-1291 Monday to Friday from 9 am to 5 pm EST. 

How can I get in touch with your customer service team?

For customer service inquiries you can email us at Or you can call us at 514-737-1291. Monday to Friday from 9 am to 5 pm EST. 

How can I track my order?

Once your order has been shipped, we will email you the tracking and shipping information.

I am having problems using your website. What do I do?

If you are trying to place an order with us and receive an error code please contact our customer’s service team immediately and we will be happy assist you.

Are your products cruelty-free?

Yes, our products are PETA certified cruelty-free.

Are your products gluten free?

Yes, our products are gluten free.

I emailed your customer service. How long will it be before I get an answer?

Please allow 24 to 48 hours for a response.

I am an international customer. Do I have pay customs and taxes?

Items shipped may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Design.ME. We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

I think my product is faulty. What do I do?

We will be happy to help, please contact us by email at

I would like to try your product before buying it, do you have samples?

Unfortunately, we don’t have any samples.

Are there tutorials to help me learn how to use your products?

Visit our Instagram page and/or our Youtube page for all of our tutorials @designmehair

What is your return policy?

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly  at and we’ll take you through the process.