Questions about your purchases
Everything About The Orders.
What are the shipping details?
We carefully prepare your orders and ship them within 2 to 5 business days to Quebec and Ontario (excluding weekends and holidays).
As soon as your package is picked up by the carrier, you'll receive a confirmation email with your tracking number so you can follow its journey to you.
Shipping is free on purchases over $100 in Quebec and Ontario. You can also choose express or standard delivery, whichever suits you best.
Do you offer in-store pickup?
Absolutely! You can pick up your order directly at our store located on boulevard Gréber, in Gatineau.
We'll send you an email as soon as your order is ready so you can pick it up at a time that works best for you.
How do returns and exchanges work?
Your satisfaction is important to us, and returns or refunds are possible under certain conditions. To learn all the details (timelines, criteria, and procedure), we invite you to consult our complete refund policy here: https://cacheturbain.com/en/policies/refund-policy
I want to cancel my order, is that possible?
If your order hasn't been shipped yet, write to us as soon as possible at support@cacheturbain.com. We'll do everything we can to cancel it before it ships.
If the package is already on its way, unfortunately it won't be possible to cancel, but you can always make a return according to our policy.
I forgot to use my promo code, what should I do?
It happens! Once the order is confirmed, it's not possible to add a promotional code retroactively.
But don't worry, you can keep it for your next order, as long as it's still valid.
How do I add a product to my order?
If your order hasn't been shipped yet, contact us quickly via chat and we can add the desired product to your current order.
If your order has already been shipped, you can place a new separate order on our online shop. Don't hesitate to write to us with any questions!
What is your warranty policy?
Your satisfaction is our priority. All our products are covered by a quality guarantee. If you receive an item with a manufacturing defect or problem, write to us within 7 days of delivery with a photo of the product.
We'll evaluate the situation together and proceed with an exchange or refund, as appropriate.
Hair Tips
Hair Care And Product Selection.
Can I go from dark to very light blonde at home?
Going from a dark color to very light blonde is a technical process that generally requires bleaching and professional expertise. Done at home, this transformation carries significant risks, such as unwanted tones, hair breakage, or excessive sensitivity of the hair fiber. To achieve uniform light blonde and preserve hair health, it is strongly recommended to consult a professional, especially when multiple levels of lightening are needed or when hair is already colored or bleached.
How long should I leave my color on?
The processing time depends on the type of color used (permanent, tone-on-tone, or semi-permanent), your natural hair base, the desired result, and the strength of the peroxide. Generally, permanent color should be left on for 30 to 45 minutes, while tone-on-tone or semi-permanent colors require a shorter time, between 10 and 25 minutes. It is essential to follow the manufacturer's recommendations to ensure optimal color, good coverage, and respect for the hair fiber. Insufficient processing time can result in color that is too light, temporary, or incomplete coverage. Conversely, a processing time that is too long can sensitize the hair or alter the color.
Should I use the same brand of peroxide as my color?
It is strongly recommended to use peroxide from the same brand as your color. The formulas are designed to work together to guarantee optimal performance, true-to-color results, and better protection of the hair fiber. Using an oxidant from another brand can alter the final result, coverage, or color longevity. For professional and safe results, always choose products from the same line.
How do I choose the right peroxide volume?
The volume determines the concentration of hydrogen peroxide in your developer lotion. The higher the number, the greater the lightening power, which influences the result of your coloring or lightening.
Note: Regardless of the peroxide used, color cannot lighten another color.
Always choose the volume based on your desired result and the condition of your hair. A volume that is too strong can cause damage without improving the result.
- 10 Volume - Ideal for depositing color without lightening or refreshing an existing shade
- 20 Volume – Allows light lightening (Up to 1-2 shades). This covers gray hair well with permanent color.
- 30 Volume - Used for more lightening (approximately 2-3 shades). More developer power but can be more aggressive, particularly on sensitive or fine hair.
- 40 Volume - Very strong; we do not recommend using this at home. Handle with great caution, as it can damage hair or scalp when misused.
How do I choose products suited to my hair?
We know that every head of hair is unique! Our products work for all hair types: natural, curly, coily, or straight. Each product sheet clearly presents the benefits and targeted needs (hydration, volume, curl definition, anti-frizz, etc.) to help you choose the care best suited to your hair.
If you're unsure, don't hesitate to contact us by phone at (819) 243-3443r by email at info@cacheturbain.com - our team of experts will be happy to guide you toward the perfect routine for you!