Questions and answers
We are located in Ottawa, Ontario, Canada.
Mostly all of our products are made with our signature satin charmeuse. Please see the product description to know what fabric is used/material composition. A list of all the soft and luxurious fabrics we use, please see OUR MATERIALS
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 hand washable, which definitely beats going to the dry cleaner!
Of course you can! We do recommend, however, to handwash everything for best results, or at the very least putting all the products in a laundry bag before putting it in the washer. Everything is handmade with love, so please also handle with love. For details on how to care for your product, please see Product Care
We do not provide any refunds, returns, or exchanges on all of our accessories (eg. scrunchies, face masks, hair curlers, sleep masks) due to the personal nature of the items, however if you encounter any issues or defects with your product, please fill out the contact form or send us an email to firstname.lastname@example.org. We are committed to making it right by ensuring that you are happy with your purchase with the quality you are promised.
We offer store credit ONLY for clothing items if the garment remains in its original condition, with all tags still attached. If you choose to initiate a return, please fill out the contact form or send us an email to email@example.com within 14 days of your order being delivered. Please note that you will be responsible for the return shipping fees. We also recommend you to purchase tracked shipping to track when the item has been received by us or in the event that mail gets lost or stolen in transit, there is insurance. Please allow between 5-7 business days for us to issue a store credit.
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. Free tracked shipping is offered on orders over $100.
If you require a tracking number, please select one of the tracked shipping options (ie. Expedited Parcel, Xpresspost, Priority)
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.
For all other orders outside of Canada and US, please select one of the carrier shipping rates which also provide estimated times for delivery. Unless specifically stated within the options offered in checkout, there will be no tracking details available.
Please see full Shipping Policy for more details.
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), so we will contact you with the planned delivery date & time. Please also provide upon checkout your buzz code, if in an apartment/building.
This option is available for those within the Ottawa area. See Pickup in our quick links for more details.
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.
If you selected a tracked shipping option upon checkout, you will receive your tracking number once your order is shipped.
If you did not select a tracked shipping option upon checkout, please be patient with receiving your order. Please note the delivery time for the shipping option you selected for your order. We are unable to guarantee delivery times since once we pack your order and hand it over to Canada Post, the timing of when you will actually receive your order is unfortunately out of our hands.
For Canada and US orders, please contact us if you have not received your order in 21 business days. For international orders, please contact us if you have not received your order in 30 business days. Although we certainly do not want to make you wait for your happy mail, postal delays that are out of our control may occur which cause these longer wait times.
For Canada and US orders, please contact us if you have not received your order in 21 business days. For international orders, please contact us if you have not received your order in 30 business days.
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.
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.
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.
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.
Please contact us at firstname.lastname@example.org or fill out our contact form and we will get back to you within 24-48 hours.