FAQs

Where are you located?

We are located in Ottawa, Ontario, Canada.

What are your products made of? 

Mostly all of our scrunchies are made of either satin charmeuse or bridal satin, which are mostly composed of polyester. We are branching into using other fabrics such as rayon or soft cottons to introduce greater variety, keeping in mind our values of ensuring high quality and soft fabrics that are much more gentle for your hair. Please see the individual product descriptions for the material used. 

Do you use silk?

We do not use silk.

You may come across sellers claiming that the material they use for their scrunchies is silk, but may not be real silk and is actually a poor quality satin. Silk is an expensive material because of how resource and labour intensive it is to make. It is derived from silkworms, making it not vegan & cruelty free. Because of how delicate the fabric is, it also requires extensive care to clean, such as dry clean only for best results. 

We prioritize selecting fabrics that are reasonable in price while also being excellent quality and great for your hair/skin. There is also not nearly as great of a variety of stunning colours/patterns among silk fabrics based on when we search for fabrics to purchase. One of the criteria that we use in choosing fabrics is also how it feels to the touch. The satins we choose locally feel extreme soft and shiny/lustrous compared to silks that we have looked at. In addition, all of our products are handwashable, which definitely beats going to the dry cleaner! 

Can I wash any of your products?

Yes, however it is recommended to handwash everything for best results. Everything is handmade with love, so please also handle with love. For details on how to care for your product, please go to the "Product Care" section in our quick links.

What is the return policy?

At this time, we cannot accept returns due to the personal nature of the items and COVID-19. If you have encounter any issues with your product, please contact us.

What are the shipping/local delivery/pickup options?

Shipping

Shipping is available worldwide. This option is for customers that are not within our local delivery range in Ottawa or are unable to pickup due to the distance. 

Shipping is $2 WITHOUT tracking within Canada to keep costs low. Untracked shipping is free within Canada for all orders above $40. Tracked shipping is free if you purchase a hair curler (due to sizing, it is unable to fit through regular mail) or if your order is above $100. If you require a tracking number, this may be available at an additional cost. 

Standard shipping is $8 WITHOUT tracking for US. Tracked shipping is free for US for orders above $100. If you require a tracking number, this also may be available at an additional cost. Upon checkout, you may see all the other options for tracking. 

Local delivery

This option is available if you live within the km range. Please enter your address to see if you are eligible. Local delivery is $5 for orders under $50 and free for orders over $50. We will be personally making these deliveries (rather than through the post office).

Pickup 

This option is available for those within the area. See Pickup in our quick links for more details.

What are the international taxes, duties, etc. that I have to pay?

Based on experience, we have not encountered any additional taxes or duties that you have to pay for shipments outside of Canada, however this may occur if your order is higher in value. These fees are not included in your shipping fee and we are not responsible for any additional taxes or duties that may be incurred. 

When will I receive my order?

Please be patient with receiving your order, particularly if you picked the shipping option. We are unable to check the status of your order once it has been shipped (if untracked) and shipping times may be longer than prescribed by Canada Post due to delays caused by COVID-19. 

What do I do if I never received my order?

If you have not received your order within 15 business days, please contact us. Although this is a long period of time to not receive your order, we apologize that it is not within our control once your order is handed over to Canada Post. 

What do I do if I received a defective order?

If you received a defective order, please contact us and send a picture of the defect. We highly value quality and ensuring that you are happy with your items, so we will try to make it right.

How do I make changes to an order I’ve already placed?

Once you have placed an order, it cannot be changed. You may contact us as soon as possible if there is a minor change that needs to be made, however we are unable to guarantee that we can make that change. 

Do you do custom orders or bulk orders?

Custom orders, such as different sizing or colour options from existing products, may be possible. Please contact us for a consultation and to confirm whether your custom request can be done. We do not currently accept any custom orders outside of our existing product line. 

Bulk orders and wholesale pricing (with or without branding) may be offered. Please contact us for a consultation. 

Please note for both custom and bulk orders, we will send you an invoice/payment request prior to starting your order. We will NOT begin production until we receive payment since orders in this nature are always made to order or made in small batches.

Are you going to be making more products in the future?

Absolutely yes! As our company is growing, we love to create and make new products that we want to ensure that we love and test ourselves before releasing them. 

How do I contact you or if I have any other questions? 

Please contact us at contact@lunariadreams.com and we will get back to you within 24-48 hours.