FAQ

Subscription

  • How do I pause or cancel my subscription?

    You can pause or cancel your subscription from your account under "My Subscriptions". You can also easily adjust your subscription frequency or just change the next delivery date if you prefer.

  • How do I change my subscription?

    Under My subscriptions you can do the following:

    • Change the delivery date
    • Order separate products or add them to your subscription
    • Change the delivery interval

     

    Under Account you can do the following:

    • Update your personal information and change your password
    • Change the delivery address for your subscription
    • Update your billing information
    • Pause or cancel your subscriptions
  • How does payment for my subscription work?

    When it's time for your next order, payment will be made automatically via the payment card you have registered with us.

  • How do I change the frequency?

    If you want to change how often you receive new hair care products, you can change your frequency when you log in to your account.

  • My subscription has been paused. Why has it been paused?

    This may be because your payment details need to be updated! Log in to your account and click on Account → Payment methods. If your subscription does not change to active, please contact us at help@the-every.com and we will help you.

  • How do I add products/change my subscription when it is paused?

    First click on Resume subscription under My subscriptions and then you can click on My subscriptions -> Change next delivery date and after that you can add extra products under the menu on the right or make other changes.

  • How do I change the next delivery date?

    You can change the next shipment date (to any date you want) in your account under My subscriptions -> Change next delivery date.

  • How do I skip the next order?

    You can choose to postpone the next delivery, or choose a new shipment date under my subscriptions. If you scroll down the page, you will see the options skip next delivery and change frequency or next delivery date under "I want my delivery now".

Orders & Shipment

  • The item is sold out, what does pre-order mean?

    To make sure that you will receive a sold-out item as soon as we get it back in stock, we have created a pre-order functionality. When you use the pre-order functionality, you buy your item and it will be sent to you as soon as it is back in stock, before anyone else can buy it. If you buy other items at the same time, these will be sent to you separately before the final sold item. When the sold-out item comes into stock, it will be sent to you and we will of course offer the shipping cost. 

  • How do I cancel my order?

    You cannot cancel your order yourself, contact our customer support help@the-every.com and we will help you. The order cannot be canceled after our warehouse has started processing the order. If your order has already been shipped, you must return the product(s) yourself. Please contact customer support for more information.

  • I am missing a product. What do I do?

    Contact us at help@the-every.com and we will help you!

  • Has my order been processed?

    Each completed and approved order automatically generates an order confirmation. The most common reason for not receiving an order confirmation is that you have entered an incorrect email address. You should also check your spam folder. If you are unsure, our customer service team is available to answer your questions.

  • What happens if I don't collect my parcel?

    If you do not pick up your package, it will be returned to us as a unclaimed package. You will be responsible for the cost of €100 + the shipping cost from the shipping company for an unclaimed package.

  • I have problems with the website, what should I do?

    This is usually due to old browsing history being stored, which can result in the website not working properly. What you may need to do is clear your cache and cookies. If you want further instructions on how to do this, you can contact our customer support: help@the-every.com

  • Why haven't I received my order confirmation?

    Once an order has been created in our system, a confirmation is automatically sent to the email address you provided when placing the order. Please make sure the email address is correct and check your spam folder to rule out that the confirmation has been sent there. If you still have problems, please contact our support team at help@the-every.com.

  • I have been charged twice for my order.

    If an error occurred when you placed your order, it may appear that your account has been charged twice. We never charge any uncompleted orders so if it looks like there is an extra withdrawal in your account, it's just a pre-authorization. pre-authorization which disappears automatically within 1-7 days. If you have received two order confirmations, your order may have been duplicated. Please contact our team as soon as possible for further assistance help@the-every.com.

Return Policy

  • What is your return policy?

    When shopping on the-every.com, you always have 14 days to return your order from the moment you receive the products. You can only return unopened/unused products. Unfortunately, you cannot exchange your product. If you want to exchange for another product, you will have to place a new order. If you want to make a return, please contact us at help@the-every.com to get your return label. The buyer is responsible for the return fee.

  • Can you help me with a return label?

    Yes, we can do that. To make a return, contact us at help@the-every.com and you will receive your return label. 

  • I want to return a product I bought from a retailer.

    Products purchased from authorized retailers of The Every should primarily go through the relevant store, do not forget to bring the receipt! We cannot accept returns that are purchased elsewhere than www.the-every.com. Please note that we do not have a "customer satisfaction guarantee". This means that we do not accept returns/complaints of products that you have used but that do not live up to your expectations. In case of any allergies or sensitivities, we always recommend that you try a new product on a small area (for example on your wrist) and wait 24 hours to see if you have any reaction. If you need further information regarding returns/complaints, please contact our customer service.

Products

  • Are all your products vegan?

    All our products are 100% vegan, and sulfate and paraben free.

  • How do I use Infusions?

    The Everys Infusions are easily mixed with your shampoo and conditioner directly in the palm of your hand.

    Start as usual by pouring shampoo into your hand. Then add half the amount of Infusion to the shampoo in your hand and mix. Then apply the mixture to your hair and leave in for 1-3 minutes before rinsing.

    So if you use a lot of shampoo, you need to use a lot of infusion - always half as much Infusion as shampoo.

    For maximum effect, repeat the same thing with your conditioner.

    So:

    1. Pour shampoo or conditioner into your hand
    2. Add half as much Infusion as the amount of shampoo or conditioner you already have in hand
    3. Mix in your hand and apply
    4. Leave on for 1-3 minutes before rinsing.
  • Can I combine Infusions in the same wash?

    You can combine as you wish. The effect may be slightly lower because you are adding more formula in the in relation to the shampoo.

  • Can I use Infusions with products other than The Every's?

    We do not recommend that you use our Infusions with products other than The Every products. We have not tested the effect of these with other hair products.

  • I have thick hair, will Volume Infusion work for me?

    When we created and tested Volume Infusion, we have documented good effects on thick hair. However, every hair is different and people have different preferences when it comes to the effect, an already thick hair generally gets a little less effect than a thin hair. For maximum volume, use styling products.

  • Do your products contain nuts?

    Our products do not contain nuts.

  • Is there an expiry date on your products?

    Unopened bottles should be used within 30 months. Opened bottles should be used within 12 months. We do not recommend using products after their expiry date.

  • Can I use your products on my extensions?

    Our products are very gentle as they are 100% vegan and free from sulfates and parabens. Since there are extensions with many different qualities and materials, we recommend that you consult with your hairdresser to be sure which products are suitable for your extensions.

  • Can children use your products?

    Our products are very gentle as they are 100% vegan, sulfate and paraben free. However, our product safety tests have been carried out on adults so we cannot make any recommendations for children. Therefore, this is an individual choice.

  • I have never used your products, is there anything I should be aware of?
    When you start using a new product, always test it on a smaller area to see how your skin reacts to it. 
     
    Our products are also sulfate-free (which is good for you and the environment), if you have not used sulfate-free products before, it may take some time for your scalp to get used to them. You may therefore need to shampoo your hair twice if you have problems with oily/greasy hair.
     
    Use 50% infusion in proportion to the shampoo/conditioner in your hand.
  • How much infusion should I use?

    Use 50% infusion in the ratio of the shampoo/conditioner in your hand. Let it sit for 1-3 minutes. If you use a lot of shampoo/conditioner, you must use a lot of infusion to get the effect.