FAQs
ORDERS & SHIPPING
Can I change an order once it's been submitted?
Before you place your order, you can view the products and the total amount in your shopping cart. Once your order is placed, it cannot be modified. Please reach out to our Customer Care Team at customerservice@onlepro.com as soon as possible to inquire about any order issues.
Can I cancel my order?
Reach out to our Customer Service team as soon as possible at customerservice@onlepro.com
Please note this is not a guarantee that your order will be cancelled.
What do I do if my products arrive damaged?
Please refer to our Money Back Guarantee on the website.
What payments are accepted on onlē site?
You can choose the preferred payment between Credit Card, PayPal, Apple Pay Shop and GPay.
When can I expect my order to arrive?
Please allow 1 business day for orders to be processed and shipped by our warehouse. Orders placed on Friday afternoon, Saturday, and Sunday will be processed the following Monday and will ship within the following business day after being processed. Shipping and delivery times depend on the shipping method and are outlined at checkout as follows:
- Express: UPS 2nd Day Air
- USPS: 2-5 business day
For any questions contact us directly at customerservice@onlepro.com
Is free shipping available?
Free shipping is offered for orders of $75 or more. Orders with free shipping ship with Ground service (2-5 business days).
What carriers does Onlē ship with?
We use the following carriers to ship online orders:
USPS, UPS or FedEx whichever is the most cost efficient for you and your delivery requirements.
Where do you ship to?
We currently only ship within the United States. If you are located in Hawaii or Alaska, please allow for 2-3 business days for your order to process before shipping.
RETURNS & EXCHANGES
Please refer to our Money Back Guarantee on the website.
SUBSCRIPTIONS
How does the subscription program work?
We offer all of our retail products on our site for subscription. When you create a subscription, we will send you the product on a recurring basis at the frequency you request.
How do I create a subscription?
On any product page where we offer a subscription, you can click on the subscription option above the Add to Cart button. You can also select the frequency you want to receive your order.
What do I receive for subscribing?
For each subscription order, you will receive free standard shipping. Also, by bundling your orders together, you will also help reduce carbon use.
How do I cancel my subscription? Can I cancel it at any time?
You can cancel your subscription by logging into your account. To log into your account, click the Stylist or Client icon at the top right corner of the site. If you have not created an account before, create one using the email address that you used to purchase your subscription. Once logged in, you can cancel your account. Any order placed needs to be cancelled 24 hours before shipment.
How do I change the payment method for my subscription?
You can change your payment method by logging into your account. To log into your account, click the Stylist or Client icon at the top right corner of the site. If you have not created an account before, create one using the email address that you used to purchase your subscription. Once logged in you can change your payment method.
How do I make changes to my subscription order?
You can make changes to your subscription order in your account. To log in, click the click the Stylist or Client icon at the top right corner of the site. If you have not created an account before, create one using the email address that you used to purchase your subscription. Once logged in, you can change your subscription order.
What will happen after I purchase a subscription?
After you purchase a subscription, you will receive an email confirming your subscription. This email will include a link to access the 'My Subscription' section in your account where you can manage your future orders, Subscription items and Subscription account information. We will place your subscription orders automatically according to your selected frequency, and you will be billed on the day the order is shipped. We will send you an email reminder before each subscription order.
Is there a limit on how many subscriptions I can have?
No, you can have as many subscriptions as you want.
Can I skip my order?
You can make changes to your subscription by logging into your account and clicking the subscription tab on the left side. If you skip an order, your credit card will not be charged.
Can I still purchase a one-time item?
Of course you can always purchase a one time item and in the future create a subscription if you would like.
INGREDIENTS
Do onlē products contain nuts?
While no nuts are added to our product we cannot guarantee that all ingredients are completely nut free as some seed oils are often considered and processed as nuts. Many people are allergic to nut traces, so it's always advisable to consult your doctor first if you're not certain.
Do onlē products contain gluten?
onlē does not claim gluten free
Do onlē products contain parabens?
No paraben
Do onlē products contain silicones?
Some of onlē product do contain multi-funcionable silicones but are free from the harmful ones that are often referred to as D4/D5
Do onlē products contain sulfates?
No Sulfates in our shampoos
Do onlē products contain fragrances?
Yes, we use a superior high-end fragrance
Are onlē products color safe?
Onlē products have been evaluated to minimize color fading
Do onlē products contain alcohol?
There are many types of alcohols like Cetyl Alcohol which is a fatty acid for superior hair conditioning. onlē sometimes also uses other alcohols for solubility purposes
Do onlē products contain nanomaterials?
No
Do onlē products contain preservatives?
Yes, preservatives are essential to keep the shelf life of the product and to avoid any bacteria from growing
Do onlē products contain salt?
Salt (Sodium Chloride) is often a natural part of many ingredients. onlē avoids adding extra salt wherever possible
Do onlē products contain UV ray protection?
UV protection is added wherever applicable in our leave-in products
Are onlē products organic?
Some ingredients are organic and others are not
Are onlē products natural?
Hard to define "natural". onlē naturally uses the best from nature and the finest from science
Are onlē products vegan?
Yes, with the exception and debatable ingredient called " Lanolin" which is used in our styling paste. Lanolin is the oil derived from the sheep's wool. No harm or cruelty is used to obtain this oil. The sheep just get a "haircut" which keeps them cool and hydrated in the hot summer sun.
Do onlē products have an expiration date?
Yes, each product has 12 months stability once the container is opened and exposed to the air.
Can I use onlē products when pregnant or while breastfeeding?
onlē products are in line with the current cosmetic standards. However, during pregnancy or breastfeeding, strong changes occur in the body of each woman.
Before using our products during pregnancy or while breastfeeding, ask your gynecologist or doctor.
Where can I view the list of ingredients for onlē products?
On the product page there is a listing of key ingredients and then the entire ingredient deck from the package.
