Buyer FAQ

GENERAL

How does CurlScout work?

How does CurlScout work?

CurlScout.com is an online marketplace to discover and buy indie natural hair products created for and by women of color. Our platform is comprised of various vendors who operate individual storefronts on our site and make their products available for purchase on CurlScout.com. All you have to do is create an account to start shopping with our amazing collective of beauty entrepreneurs. It’s quick and easy.

Why use CurlScout?

Why use CurlScout?

CurlScout allows you to shop from five different vendors all at once in one simple checkout, making it super easy to mix and match products from your favorite brands without ever having to go to another store outside of CurlScout.com. Gone are the days of having to go to 4-5 different stores just to buy your favorite products. Our site is every naturalistas favorite one-stop shop for all their curly needs.

Who am I buying from?

Who am I buying from?

When you shop from CurlScout.com, you are not buying directly from CurlScout, but from one of the many talented vendors on CurlScout. You can learn more about the vendor you are buying from by visiting their shop homepage and clicking on the “About” tab. You can also learn about the Founder by clicking on the “Founder” tab.

How do I update my account details?

How do I update my account details?

Simply login to your account on CurlScout.com, navigate to the ‘My Accounts’ menu and click on ‘Account Details’. This is where you can update your account details.

SHIPPING

Where do products purchased on CurlScout.com ship from?

Where do products purchased on CurlScout.com ship from?

Although CurlScout is a U.S. based company headquartered in New York, we work with vendors domestically across the United States and internationally around the world. This means your items ship from the various locations of our vendors.

Where do CurlScout.com vendors ship to?

Where do CurlScout.com vendors ship to?

Below is an overview of where our domestic and International-based vendors ship to. To confirm whether a particular vendor ships to your location, you should review the vendor’s shop policies prior to placing an order.

Domestic (U.S.-based) Vendors

The chart below reflects the supported countries that our domestic vendors currently ship to based on the customer’s shipping destination:

International-based Vendors

At this time, our Canadian and other International vendors are not launched on CurlScout.com. We will let you know as soon as they are available and where they ship to so you can start purchasing from them. Stay tuned.

Do all CurlScout vendors ship internationally?

Do all CurlScout vendors ship internationally?

Some, but not all of our Vendors ship to select international locations. Whether or not a vendor ships internationally is currently at the discretion of each vendor on an individual vendor basis. Please see and review the vendor’s shop policies to determine shipping locations.

How do I know the location a product ships from?

How do I know the location a product ships from?

To find out where a product ships from:

  1. Click on the desired product on CurlScout.com to navigate to the product page
  2. From the product page, click on the ‘Shipping’ tab to determine the Country where the product ships from. For example, if a vendor is based in the United States, you would see “Ready to ship in 1-3 business days from United States (US)“.

You can also confirm the vendor’s location (city, state and country) by visiting the vendor’s shop homepage.

How can I find out if a product can be shipped to my location?

How can I find out if a product can be shipped to my location?

In order to confirm if a vendor you want to buy products from ships to a particular location in the United States or Internationally, you should review the Vendor Policies. You can review the Vendor Shipping Policy in two ways:

  1. Product Page

You can click on the desired product your wish to purchase to review the product page. You will need to scroll down until you see the ‘Shipping’ tab. Click on the ‘Shipping’ tab. The locations the vendor ships to can be found here. Review under the ‘Country’ dropdown to see if the Country where you are located is listed and select it. If applicable, you may also need to review the ‘State’ dropdown to see if your state is listed to more fully determine the location your desired product can be shipped to.

  1. Vendor Shop Home Page

You can visit the vendor’s shop homepage and select the ‘Policies’ tab. The shop’s Shipping & Refund policies will be listed here.

Where can I find the shipping cost for a product?

Where can I find the shipping cost for a product?

You can find out the estimated shipping cost for a product by clicking into the ‘Shipping’ tab on the product description page of the product you wish to purchase. Based on your inputs for ‘Country’, ‘State’ (if applicable) and ‘Quantity’, you can obtain shipping costs to ship to a specified location. A shipping cost calculator tool is also available in the checkout area. Actual total shipping costs will be made available to you at checkout for all products in your order broken out by vendor.

Please note that each vendor may have different shipping costs for international shipping.

How do I know if my order has been shipped?

How do I know if my order has been shipped?

Log in to your Customer Account on CurlScout.com and click on ‘Orders’ from the My Account menu. You will see a list of your most recent orders. Click into your desired order and it should state the Order Status of the order and shipment tracking details in the Order Notes if the item has been shipped.

Can I have my order shipped to a different address?

Can I have my order shipped to a different address?

Your order will be shipped to the address you designate as the ‘Shipping Address’ at the time of checkout.

ORDERS

How do I check the status of my order?

How do I check the status of my order?

You can review your order status by logging into your customer account on CurlScout and navigating to the ‘Orders’ area of your Dashboard. An order will show one of the following statuses:

  • Pending payment: means the Order is received but is pending payment. Will show as ‘Pending’ until verified (i.e., PayPal).
  • Processing: means the payment has been received and the order is being fulfilled/processed for shipment.
  • Completed: means the order is fulfilled and has been shipped.
  • On-Hold*: means awaiting a check payment
    • *Note: check payments are not accepted on CurlScout, so this status is not applicable
  • Cancelled: Cancelled by a vendor* or the customer** – no further action required
    • *Note: a ‘vendor cancel’ means the vendor has cancelled an order that has a status of ‘pending payment’. Vendors should not be cancelling orders and this feature is not generally to be used by vendors. If customer no longer wants an order, they must follow the return process.
    • **Note: a ‘customer cancel’ means the customer may have begun the checkout process (e.g. added items to cart, proceeded to checkout, completed checkout fields/information, etc.) but did not actually checkout and complete the transaction. This is pre-checkout cancel. When this happens, the status may show up in the Orders queue as ‘cancelled’. Customers are unable to actually ‘cancel’ an order after checkout/completing the transaction on CurlScout and must (i) immediately contact the vendor post-checkout to discuss cancelling an order before fulfillment begins (subject to vendor approval, which is not guaranteed) or (ii) follow the standard return process once the item is received.
  • Refunded*: means a refund has been completed for the order
    • *If a refund had been completed for the entire order, the order status will be automatically changed to ‘refunded’. If a partial refund was awarded, the status will not change and will remain showing as ‘complete’.
Where is my order?

Where is my order?

If you have not received your order, you will need to take a few steps to determine your order’s status.

  1. Check Your Order Status

Once a vendor has shipped your item, your Order Status will be marked as “Complete” and the vendor is required to provide tracking information to customers. You will need to login to your Customer account and navigate to the Order to check the Order Status to confirm it reflects “Complete”.

  1. Locate the Tracking Number

If the Order Status has been marked as “Complete”, tracking information should have been provided by the vendor. Review the Order Notes section for the order to confirm if the shipment tracking information has been provided. If the tracking information is available, you need to check the status directly with the carrier using the tracking number provided. If tracking information is not available, you will need to contact the vendor.

  1. Contacting the vendor

You must contact the vendor via the Order Notes messaging tool in your Customer Account for a to inquire about the that status of your shipment/order. You must be logged in to your Customer account. Communicate that you have not received your order and provide any other relevant details so that the vendor can assist you. Shipping is the responsibility of the vendor and you will have to work directly with the vendor for resolution. If you are unable to resolve directly with the vendor and need to escalate the issue, you can Report a problem with an order and Open a Case with us.

How long will it take to receive my order?

How long will it take to receive my order?

The time it takes to receive your order will vary depending on the shipment method, delivery speed and carrier used by the vendor. Vendors may take anywhere from 0-3 business days to fulfill your order. Generally, Total Fulfillment Time (aka the time it takes for an order to actually reach you, the customer) will take between 4-14 days for shipments in the U.S. (standard shipping) and 3-6 weeks for international shipments (standard shipping). Please visit our Shipping Information page for more details and review the vendor’s Shipping Policy for the vendor you are ordering from.

Please note that severe weather, holidays or other factors outside of CurlScout’s or vendor’s control may increase the time it takes for an order to reach you.

Can I cancel/make changes to my order?

Can I cancel/make changes to my order?

We cannot guarantee that your order can be cancelled or changed once you have submitted an order. As soon as you realize you need to cancel/amend your order, please get in touch with the vendor of the item at your earliest convenience by logging into your Customer account and sending the vendor an Order Note to see if they can accommodate your request. Generally, once the order is submitted and payment is processed, the transaction is completed and changes will be handled via the return process.

How can I pay for my order?

How can I pay for my order?

We accept all major credit and debit cards. All payment are processed via PayPal. You will need a PayPal account in order to make a purchase on CurlScout. Unfortunately, we cannot accept COD (Cash on Delivery) or checks.

When do I pay for my order?

When do I pay for my order?

You pay for your order at the time of checkout immediately after providing the applicable billing and shipping information and payment details to complete the checkout.

I want to checkout as a guest. Why do I need to create an account to shop on CurlScout?

I want to check out as a guest. Why do I need to create an account to shop on CurlScout?

We require all shoppers to set up an account with a valid email address for the following reasons:

  1. To send you an order confirmation
  2. To update you on the order status
  3. To notify you about any updates with your order
  4. To discuss your experience and product/vendor feedback
  5. To allow you to communicate any issues on an order with the vendor and CurlScout
  6. To provide with with a record of your purchase

Any information provided to us by you will be used in accordance with our Privacy Policy.

Help I am receiving the following error message while trying to process my payment: “We can’t process your payment right now, please try again later”, what should I do?

Help I am receiving the following error message while trying to process my payment: “We can’t process your payment right now, please try again later”, what should I do?

If you receive this error message, you can try 2 things.

  1. Delete your internet cache, close your browser, then open again and try checking out again. If this does not work, please try the following.
  2. Use a different computer or device to process order.

If the above does not work, please notify help@curlscout.com and we will help you with your order.

RETURNS AND REFUNDS

I am not happy with my purchase. Can I return it?

I am not happy with my purchase, can I return it?

Each vendor has their own policies in place regarding returns for their shops. Some items may or may not be eligible for return so you must review the vendor’s return policy to be sure. If an item in your order has been damaged or not as described upon receipt, the vendor is obliged to accept the return and ensure you have the applicable information necessary to process the return. Please review CurlScout’s Return Policy and be sure to check the Vendor’s Return Policy for additional guidelines before purchasing and requesting a return for a product.

Where can I find a Vendor's Return Policy?

Where can I find a Vendor’s Return Policy?

You can review a vendor’s policies to determine if orders may be returned and under what circumstances in two ways:

  1. Vendor’s Shop Home Page

You can visit the vendor’s shop homepage and select the ‘Policies’ tab. The shop’s Shipping & Refund policies will be listed here

  1. Product Page

You can also click on the desired product to review the product page. You will need to scroll down the product page until you see the ‘Shipping’ tab. Here you will be able to review the Vendor’s Shipping and Return policies for orders.

I received a gift from someone which was purchased on CurlScout.com, can I return it?

I received a gift from someone which was purchased on CurlScout.com, can I return it?

Products bought on CurlScout.com can only be returned by the person who made the purchase order. The item must be eligible for a return in accordance with the vendor’s Return Policy and CurlScout’s Return Policy.

Will I be reimbursed for return shipping costs?

Will I be reimbursed for return shipping costs?

Generally, no. Shipping costs for returns are at the customer’s expense unless otherwise stated in the vendor’s Return Policy and CurlScout’s Return Policy.

How long will it take to receive my refund?

How long will it take to receive my refund?

Generally you can expect the refunded amount to be credited back to the payment method used at the time of purchase within 14 days of the vendor’s receipt of the return shipment, however it could take up to 28 days.

When an item that is eligible for return is shipped back to the vendor, the item must first be received and inspected by the vendor before a refund will be issued to you. This will add to the overall processing time to issue your refund if your return is still eligible after inspection is completed. Keep in mind that once the refund is processed by the vendor, bank processing times also vary and may affect the time it takes to reverse the charges back to your account.

REVIEWS

Who can leave a review on CurlScout?

Who can leave a review on CurlScout?

Any customer that (i) has actually purchased a product on CurlScout.com from one of our vendors and (ii) is logged in to their Customer account can leave a Product and/or Vendor Review.

Why should I submit feedback about a Product I ordered?

Why should I submit feedback about a Product I ordered?

This is not a mandatory requirement, however by providing feedback in the form of a Product Review about the products you ordered gives the members in our community a true insight about these products and will help them to make their decision about purchasing this product based on previous customer experiences. Therefore we highly encourage product reviews. Sharing is caring. Please see our Reviews Policy and Reviews FAQ for more information.

Why should I submit feedback about a Vendor I ordered from?

Why should I submit feedback about a Vendor I ordered from?

This is not a mandatory requirement, however by providing feedback in the form of a Vendor Review about the vendor of the products you ordered gives the members in our community a true insight about your experience with a particular vendor. We want to ensure our vendor’s are providing stellar customer support to our community. Your reviews help us (i) improve our vendors and (ii) acknowledge and reward them when they are providing a superb customer experience to our community. Therefore we highly encourage Vendor Reviews. Please see our Reviews Policy and Reviews FAQ for more information.

HELP

Still need help?

Still need help?

If you were unable to find an answer to your question or need further assistance, please contact us at support@curlscout.com. We will usually get back to you within 24-48 hours.

Last Updated: August 10, 2018