FAQs

PAYMENT FAQs
What are the Forms of Payment You Accept?

We accept credit, debit, and gift cards, issued with the Visa, Mastercard, Discover, American Express or Diners Club logos.
We accept Apple Pay, Google Pay, MetaPay and Samsung Pay.
We accept Affirm, Afterpay, Klarna and Shop Pay.

Do You Accept Debit Cards?

Yes, we accept debit cards. They must be issued with the Visa, Mastercard, Discover, or American Express logos.

Do You Accept Gift Cards?

Yes, we accept United States gift cards. They must be issued with the Visa, Mastercard, Discover, American Express or Diners Club logos. Please ensure a billing address is associated with the account. All orders require a valid United States billing address to process an order.

Do You Accept PayPal?

Do You Accept Money Orders?

I Received an Error Message that My Order Cannot be Completed but I was Still Charged. Why?

When your card is reviewed and declined, the funds are placed on hold instead of completing the transaction. This may be due to the payment information being entered is incorrect or an invalid payment option is being used. Your funds will return to your card in 3-5 business days. If you do not see the funds back in your account after that time, please contact your card company for further information.

BUSINESS FAQs
Do You Offer Wholesale?

Do You Offer Private Label?

PRODUCT FAQs
Why is the Consistency of the Product I Just Ordered Different than One I Already Have?

We use natural and organic ingredients with no harmful chemicals. We also make our products in batches. Due to the nature of the ingredients, the consistency and scent may differ.

How Do I Make a Return for a Purchase I Made Online?

How Do I Make an Exchange for a Purchase I Made Online?

Do You Give Samples?

Please follow us on our social media pages or sign up for our Newsletter for announcements on upcoming promotions and sample giveaways.

DELIVERY FAQs
After I Place My Order, when Will My Order Ship?

ALL SKIN & HAIR CARE PRODUCT ORDERS have a 1-2 business day lead time upon receipt of order, after which the order will generally ship within 24 hours.

ALL APPAREL & MERCHANDISE from Soko Soko Market require 3-5 business days production, after which the order will ship within 24 hours.

Transit time will depend on your selected carrier and current transit times as indicated by the carrier.

Important:
Due to ongoing global supply chain inconsistencies, there may be significant delays and disruptions in certain countries. During holidays and extremely busy times, this time may increase an additional 1-2 business days.
Orders placed during a holiday or promotion will have an approximate lead time of 3-4 business days upon receipt of order. Transit time will depend on your selected carrier and current transit times as indicated by the carrier.
For more information about shipping, please check out our Shipping & Global Logistics page.

Why isn't My Tracking Number Working?

If your package just shipped, please allow at least one to two business days for the carrier to update their site with all tracking information.

Can I Pick Up My Order Instead of Having it Delivered?

We only offer shipping options at this time. We do not have a store front for pick up orders.

I Have a Rush Order. Can It Be Delivered Saturday?

USPS delivers on Saturday, as it is a regular delivery day. Depending on carrier option, UPS may offer Saturday delivery for an additional fee.

Tracking Shows the Package was Delivered but I Didn’t Receive My Package. What if I Have a Lost or Stolen Package?

Once an order has shipped, Shades of the Nubian is not responsible for lost or stolen packages confirmed to be delivered to the address as entered for the order. The customer must enter a safe and accurate address when entering their shipping address.

Please contact the carrier for any information regarding the delivery. Have your tracking number available to provide to the carrier to assist with the investigation.
Once an order has shipped and tracking becomes available, if you are concerned for the security of your package, we recommend you be available on the estimated date of arrival of the package or arrange with the carrier to schedule a pick up at the carrier's facility.

Shades of the Nubian accepts no responsibility or liability for stolen, missing or otherwise undeliverable packages after shipment.

Do You Ship Internationally?

All orders ship from the United States. We ship internationally via USPS, UPS or DHL, depending on the country and participation by carrier.

Do You Ship to P.O. Boxes?

Yes, we can ship to P.O. Boxes if the order is shipped within the United States and shipped by USPS.

How Do I Receive Free Shipping on My Order?

To qualify for Free Shipping, your order must reach $100 before tax or shipping is applied, and after any discounts have been applied. The discount to shipping will be shown when calculating the total of the order. Please note, Free Shipping applies within the United States only.

How Fast is Free Shipping?

Free Shipping depends on the carrier's transit times. However, we usually ship within 1-2 business days. During holidays, this time frame may increase to 3-4 business days.

When I Enter My Shipping Address, Why am I Receiving an Error Message that My Address is Invalid?

Our shipping is tied directly to the carrier’s website. An invalid address error message will appear if the carrier is unable to ship to that location or is unable to find that location in their database. When ordering within the United States, the carrier will require a valid United States address.

How Do I Update My Order?

Please email us at info@shadesofthenubian.com with your order number. We will try our best to accommodate your request if made in a timely fashion. If your order has already shipped, we are unable to update your order.