Multi-Use Conditioner

Dear JerPolo,

Thank you for taking the time to share your experience with us. We’re truly sorry to hear that our products did not meet your expectations and that your first experience with our brand has been disappointing. We understand how important it is to find the right products for your children’s hair, and we genuinely regret that you felt this purchase was not worthwhile.

We appreciate your honest feedback and want to respond to your concerns with care and clarity.

Firstly, regarding the delivery timeline — we completely understand your frustration. While we are based in the Netherlands, all of our products are handmade in-house using natural ingredients and without industrial machinery. Because of the delicate nature of our formulations, our production process takes time, which is why we clearly communicate a shipping window of 1 to 10 working days on our website. Your order fell within that timeframe, but we acknowledge that the wait may have felt long during the busy holiday period, and we sincerely apologize if you felt let down.

As for the textures and scents of our products, they are made with 100% natural ingredients and are free from synthetic fragrances or texturizers. This often results in a more earthy, herbal scent — something many of our customers grow to appreciate with continued use. We understand this can be quite different from more conventional or mass-produced products.

In terms of usage, from your message, it sounds like there may have been some misunderstanding about how to best apply the products. For example, our Defining Butter must be melted between the palms before being applied to the hair — it is not intended to be used in its solid form. This step is essential to activate its emollient properties and ensure smooth, even distribution.

To support our customers, especially those who are new to our formulations, we’ve worked with creators like Amber Ansah on YouTube, who has a similar hair texture to your daughter and demonstrates how to effectively use our products step by step. We highly recommend watching her videos for guidance and practical tips.

We’re also deeply sorry to hear that you reached out to our customer service and did not receive a timely response. This is not in line with the standard we strive for, and we’re currently looking into what went wrong to ensure this does not happen again.

Our mission has always been to provide clean, safe, and effective products that support healthy hair — particularly for textured and curly hair types — using ingredients you can trust. While it saddens us that our products did not meet your needs this time, we truly hope you find natural alternatives that align better with your preferences.

Thank you again for your feedback — it helps us improve and grow.

Warm regards,
The H.H Cosmetics Team