Frequently Asked Questions
Shipping & Delivery
Q: How long does shipping take?
A: Most orders are processed and filled within 2 business days, then ship within 5–7 business days. Please note that larger orders may require additional processing time.
Q: Do you ship internationally?
A: We currently ship within the US. International shipping is coming soon — stay tuned!
Q: How much does shipping cost?
A: Shipping rates are calculated at checkout based on the weight of your package.
Returns & Refunds
Q: What is your return policy?
A: We accept returns within 30 days of purchase for unopened, unused products in their original packaging.
Q: How do I initiate a return?
A: Contact us at info@sepanouit.us with your order number and reason for return. We'll guide you through the process.
Q: Who pays for return shipping?
A: Return shipping costs are the responsibility of the customer, unless the return is due to a defect or an error on our part — in which case we'll provide a prepaid return label.
Q: When will I receive my refund?
A: Refunds are processed within 10 business days after we receive and inspect your return.
Product Usage
Q: Are your products safe for color-treated hair?
A: Yes! Our entire line is specifically formulated to protect and nourish color-treated hair, helping preserve vibrancy and prevent fading.
Q: Are your products safe for keratin-treated hair?
A: Absolutely. Our formulas are keratin-safe and designed to extend the life of your keratin treatment.
Q: How often should I use the hair mask?
A: We recommend using our hair mask 1–2 times per week for optimal results, or more frequently for very dry or damaged hair.
Order Tracking & Modifications
Q: How do I track my order?
A: Once your order ships, you'll receive a confirmation email with a tracking number. You can use it to track your package in real time.
Q: Can I modify or cancel my order?
A: Orders can be cancelled within 24 hours of placement. Please contact us immediately at info@sepanouit.us if you need to cancel your order.
Ingredient Safety
Q: What is COSMOS Natural and COSMOS Organic Certified mean?
A: COSMOS Natural and COSMOS Organic are certification standards for natural and organic cosmetics, designed to ensure products meet high standards of quality, sustainability, and safety.
Both certifications require products to adhere to rigorous safety, efficacy, and transparency standards, ensuring consumers receive high-quality, trustworthy natural and organic cosmetics.
For more information, you can visit the official COSMOS-standard website.
Q: Are your products free from harmful chemicals?
A: Yes. Our products are free from parabens, silicones, and artificial dyes. We use naturally derived, organic ingredients wherever possible.
Q: Are your fragrances natural and vegan?
A: Yes. All our fragrance compositions are 100% vegan, carefully curated using only natural aromatic substances — with no synthetic fragrances, no phosphates, and no synthetic preservatives. You may see parfum or fragrance listed in our ingredients; this reflects the industry-standard INCI nomenclature and refers exclusively to our natural aromatic blends. What you smell is exactly what nature intended.
Q: Are your products dermatologist-tested?
A: Our Sensitive Scalp and Baby Shampoo products are dermatologist-tested and specifically formulated for gentle, everyday use. For all other products, we recommend doing a patch test before first use.
Q: Are your products cruelty-free?
A: We are proudly cruelty-free. We never test on animals, and our products are not sold in markets that require animal testing.
Q: Can I use your products if I have a sensitive scalp or skin condition?
A: Our formulas are gentle and designed for sensitive scalps. However, we always recommend doing a patch test before first use, and consulting your dermatologist if you have a specific skin condition.
Q: Are your products free from Parabens/Microplastics/Silicones/Mineral Oil and its derivatives?
A: You can be sure that all our products are free from parabens, mineral oils, silicones, PEG, chemical UV filters, microplastics, synthetic fragrances, artificial colourants and other questionable ingredients.
Q: Are your fragrances natural and vegan?
A: Yes. All our fragrance compositions are 100% vegan, carefully curated using only natural aromatic substances — with no synthetic fragrances, no phosphates, and no synthetic preservatives. What you smell is exactly what nature intended.
Q: Do any of your products contain nuts or nut-derived ingredients?
A: Yes. The following products contain nut-derived ingredients and may not be suitable for those with nut allergies:
- Keratin Intensive Hair Mask
- Volume Boost Conditioner
If you have a nut allergy or sensitivity, please review the full ingredient list on the product page before use. If you have concerns, we recommend consulting your healthcare provider prior to use.