FAQs

Don't see an answer to your question? Email us: customerservice@siennanaturals.com

 

Products:

Do you test on animals?
Never! And we don't think other beauty companies should either!

Are your products vegan? 
They are! Our haircare products are plant-based vegan, even the proteins we use are plant-based.

Are your products sulfate free?
Absolutely. We stay away from sulfates as they are harsh and synthetics used to breakdown dirt. Instead, we use natural ingredients that break down dirt without stripping away your natural oils.

Are your products color safe?
They sure are. Our products are formulated to support your hair however you wish to style it. 

Are your products gluten-free?
Just like our founders’ diet, our products are gluten-free.

Are your products fragrance free?
Our products are fragrance free, meaning we do not include artificial fragrances or chemicals masking as “fragrance.” However, our products do have scents from essential oils and the other natural ingredients in our formulas.

Are your products protein free?
Our Plant Power mask and Curl Elixir primer spray are the only products that contain vegan plant-based protein. Because it’s vegan plant-based, it’s much milder and does not over proteinize the hair. We have customers with protein sensitivities that do not have issues with our products. 

Do your products contain silicone?
No way. Silicones are petroleum-derived polymers that create buildup and clog the pores on your scalp, preventing your hair from absorbing nutrients and moisture. We use natural ingredients that will have your fingers and comb brush right through your hair. Trust when we say, you won’t be missing silicone anytime soon.  

Do your products contain nuts?
A number of our products contain Coconut Oil and Shea Butter. We also use other oils derived from nuts and seeds found in fruit throughout West Africa and South America. If you have allergies to tree nuts, be sure to read the ingredient lists carefully and consult with your physician prior to use if you have any questions. You can always reach out to our customer service team with specific questions as well!

Are your products safe for children?
Hannah Diop created Sienna Naturals with herself and family in mind. While not formally tested on babies and children, she has been using these products on her little ones since they were babies. We have many customers who use Sienna Naturals for their entire household. 

Can men use these products?
Our products are unisex and universal!

My Daily Elixir and Lock & Seal isn't filled to the top. Is it missing oil?
Unless your bottle leaked while in transit, it is not missing any product. Legally, our manufacturer has to fill to the oz listed on the bottle and that fill is to the 3oz mark. We fill our bottles to that spot and purposely leave space. When we were doing shipping testing we had some leakage occurring on a few items. We found to help with that, besides tape, is to get a bottle that is bigger than our fill so the formulation has room to expand as it moves through different elevations in shipping and being bounced around.

My Daily Elixir has white fragments floating in it. Is the product safe to use?
Yes! Those fragments are raw, unrefined coconut oil in its solid form. Raw unrefined coconut oil begins to solidify once it gets below 76˚. This becomes a lot more noticeable during the cold winter months. Shake and rattle the bottle, letting it warm up in your hand. The oil will begin to liquify and you're good to go. 

Company:

Is Sienna Naturals Black-owned?
Sienna Naturals is Black woman-owned, to be exact. Hannah Diop founded Sienna Naturals in 2012 in her apartment in Harlem, New York. After attempting to formulate the products herself, she was introduced to a chemist, another Black woman, who would formulate in Hannah’s kitchen every weekend. Today Hannah and Issa Rae co-own Sienna Naturals. What’s better than one Black owner? Two!

Where is Sienna Naturals based?
While founded in Harlem, New York, Sienna Naturals operates out of Los Angeles, California. 

What makes Sienna Naturals different from other textured hair care brands? Our mission from the start has been to offer clean products that actually work for textured hair, packed full of ingredients scientifically proven to improve hair and scalp health. Sienna Naturals is not only a hair care brand, but a wellness company. We are dedicated to creating and nurturing clean products for textured hair by people with textured hair. 

What hair type is Sienna Naturals meant for?
Sienna Naturals was specifically and intentionally made for people with textured hair. Since our products are formulated for an array or hair concerns, our customers’ hair types hit everything on the spectrum from super fine, fragile hair with the tightest kinks and coils to super thick, non-porous and porous strands.

What does being a clean company mean?
It means using ingredients that do not cause harm to the body or to the environment. Our products are always free of SLS, SLES, parabens, silicones, artificial fragrances, or dyes. Our ingredients are responsibly sourced, plant-based, and cruelty free. We also operate with Environmental Working Group standards.

Where are Sienna Naturals products made?
Sienna Naturals products are formulated, developed, and produced in the USA.

Do you have an ambassador program or do collaborations?
Yes! Please fill out this form here and we will contact you once your form has been reviewed.

Do you wholesale?
We do! Please fill out this form here. Please understand we’re experiencing an influx of inquiries and will respond to your form as we make our way through the queue. 

Do you have an affiliate marketing program?
Yes, we do! You can request to join us on Rakuten.

Shipping & Returns:

How do I track my order?
Check your email! Once your order ships we are able to make a track number which will be sent to you via email. If you prefer to get shipping updates via text you can sign up here. If for some reason you are unable to find your shipping confirmation please contact customer service at customerservice@siennanaturals.com  with your order number. 

I entered the wrong shipping address, what do I do?
Please email us at customerservice@siennanaturals.com immediately. If your order hasn’t already been processed for shipment, we can update the shipping address. If your order has already been picked up by the shipper then you will need to contact them to update your shipping address.

When should I expect my order to ship?
While our fulfillment center works very hard to get all orders out as quickly as possible, during the COVID-19 pandemic please allow up to 3 business days for processing to receive your tracking number as we're available to limited staffing at our facility due to health and safety reasons.

Do you ship to APO/FPO addresses?
Yes! We've noticed APO/FPO typically take 2-3 months to be delivered. We suggest purchasing Route Package Protection at checkout on these orders.

Do you ship internationally?
Currently, we only ship within the USA. We are actively working for our products to be available internationally.

Can I cancel my order?
If you need to cancel your order, please email us at customerservice@siennanaturals.com immediately. If your order hasn’t already been processed for shipment, we can cancel your order and process your refund.

What's your return policy?

Sienna Naturals aims for 100% customer satisfaction. We have a 30-day return policy should you need to return your items. 

What's your refund policy?

To receive a refund on your products you will be responsible for paying for your own shipping costs. Shipping costs are non-refundable. We ask you to contact us at customerservice@siennanaturals.com to get our return address. Once you send products back and send us a tracking number we will issue a refund for the price of the products. 

What's your cancellation policy? 

For orders placed prior to 4pm EST the same day please email customerservice@siennanaturals.com so we can work with our fulfillment center to cancel the order before it ships. We fulfill and ship all orders by 5pm EST each night. In the case that you placed an order the prior day it might already be shipped. Please email customerservice@siennanaturals.com so we can try to pull the order back before it ships out. If your order was already shipped, you're welcome to return your unopened items to us at your cost as outlined above. 

Do you offer order insurance?
Yes we do and we highly recommend it! Route Package Protection is offered on all orders and protects shipments that are lost, broken, or stolen. Add Route to your cart at checkout to enable protection. Please know Route is non-refundable should you return your items back to us. 

My order arrived damaged. What do I do?
If you purchased Route Package Protection please file a claim here for your replacement order. If you did not purchase Route, please contact our customer service at customerservice@siennanaturals.com if your order arrived damaged. Please understand we will need packaging and product photo evidence of the damage to handle your case. Sienna Naturals is not responsible for orders arriving damaged from transit.

My order was lost, stolen, or never arrived. What do I do?
If you purchased Route Package Protection please file a claim here for your replacement order. Sienna Naturals is not responsible for lost or stolen orders. We are happy to provide the carrier information so you can work with them to file a claim. Once a shipper takes possession of an order we actually do not own it anymore and are limited on what we can do with the carrier and the information they will provide to us.

 

Sienna Rewards & Referrals Program:

How do the programs work?
Sienna Rewards: Every time you make a purchase on our site, you are rewarded with points. You can use these points towards purchases, and achieving a new VIP tier status in our Rewards program. VIP tiers further reward you with exclusive gifts, merchandise, points multipliers AND birthday bonus points. Find out more on our Rewards page here. There is no minimum purchase required to get started as a Sienna Rewards member, and membership is free. 

Refer a Friend: Every time you invite a friend to try Sienna Naturals and they make a purchase, you get rewarded AND they get rewarded with $10, $15, or $25 dollars off, depending on the offer we are running at the time. Participation is free! Share the love to reap rewards for you and your friends! Learn more here. 

How can I check my points balance? 
You can check your points balance by clicking the account button on the top right of our homepage or by going to our loyalty page and signing in! 

Will I receive points for my previous purchases? 
No, unfortunately points are not retroactive to purchases made prior to launch 

Do my points expire? 
Points expire after 1 year of inactivity. In this context, inactivity refers to customers who have not taken any actions to earn or redeem any points within the selected time frame.

Does my tier status expire?
Your tier status will reset each rolling year. A twelve month timer is activated once you achieve a tier. For example, a customer who crossed the tier entry threshold on July 1, 2020 will retain that tier until July 1, 2021 (assuming all other requirements are met).

Do I need to make a minimum purchase to use my points?
You do not! Points can be redeemed in $10 increments towards any purchase! 

Can I use a reward and a promo code on the same order?

Rewards and promo codes cannot be used on the same order at this time. Our website does not support more than code input on a singular order at checkout.

I referred a friend but didn't get the reward. Why not?
Your friend must use their valid referral link, self-referrals are not allowed (the IP address/User agent must not be mismatched), your friend must make a minimum purchase of $70, this must be the friend's first purchase, and on-site pop ups must be enabled in browser.

Can I redeem my points at Target, Nordstrom, or Revolve?
Points and rewards are exclusive to siennanaturals.com!

I ordered from Target, Nordstrom, or Revolve, can you give me points for that purchase?
Points and rewards are exclusive to siennanaturals.com which means we can not honor orders from other retailers.

Sienna Subscription Program:

How do I become a subscriber?

When placing an order, you must select the "Subscribe and Save" option on the product page, and then add to cart. 

How is my subscription sent?

Your subscription will be sent using our standard shipping partners. We recommend that the delivery address that you use is where you will most likely be during business hours. If you are working full time you may opt for the box to be delivered to your work, or else if someone is available to receive your package at home you can opt for that as well. You may update your address for a future delivery but it must be done prior to the order shipment deadline. 

How do I know where my subscription order is? How do I track my box?

All customers are notified of any orders via email with a tracking number. You can also login to your account to keep track of future orders! 

When will my subscription be sent?

Depending on what frequency you have selected, your subscription will be sent to you every 2 weeks, 4 weeks, 6 weeks or 8 weeks. You can change your frequency at any time on your account page.  

How can I change my payment method? How do I change my delivery address?

You can make all these changes by logging into your account. 

How can I cancel my subscription?

You can cancel your subscription at any time by logging into your account page and clicking "Manage Your Subscriptions" or emailing us at customerservice@siennanaturals.com and requesting a cancellation. However, please note that if it is within 48 hours of your next billing date it is too late to cancel your next order. Therefore we will bill and ship your next order but every subsequent order after that will be cancelled. 

Can I pause my subscription?

Yes, you can pause your subscription in the My Account section of our website. Please note, if it is within 48 hours of your next billing date it is too late to pause your next order. Therefore, we will bill and ship your next order but every subsequent order after that will be paused.

Can I schedule the delivery?

No, it is not possible to schedule deliveries as we are reliant on mailing services and delivery time may vary from month to month or due to factors outside of our control. Your order will be shipped on the calendar date that you originally ordered and we offer an estimated delivery window.

How do I add more products or change my subscription products?

You can change your subscription products or add more products to your subscription at any time via your account page. 

Can I apply a promo code on my subscription?

All subscriptions receive the benefit of a 15% discount. Unfortunately, this cannot be combined with any other promotion or offer.

What is the max number of units I can get in my subscription?

You can add as many units as you would like!