Buy 2, Get 1 FREE! | Free Shipping on Orders Over $40!

Customer Service / FAQ


 

WHEN WILL I GET MY ORDER?
Orders usually ship out within 3-5 business days. During the busy holiday season it may take longer to process your order. USPS Ground Shipping takes 4-7 days in the United States. Shipping to the European Union takes 7-14 days. You'll get an email with the tracking number once your order is processed.

HOW DO I TRACK MY ORDER?
If you have an account, you can log in and check the status of your order anytime. Once your order has shipped, you'll get an email with a link to the tracking.

HOW DOES THE BUY 2, GET 1 FREE PROMOTION WORK? 
Please go ahead and add 3 items of your choice to your cart, and 3rd one will automatically drop to $0 during the checkout, activating the promotion. 

ARE THE SCRUNCHIES HAND MADE? 
Yes, the scrunchies are hand made so it is natural and expected for each scrunchie to be a bit different from the others in its zipper placements, fabric design placement, and overall look from the ones in the photos. 

WHERE DOES MY ORDER SHIP FROM?
For domestic orders placed from within the United States, we ship from our warehouse in the United States. For international shipments, we ship from our warehouse in China. We make sure to ensure fastest delivery depending on the location the package was ordered from. 

CAN I MAKE CHANGES TO MY ORDER?
If you need to make any changes or cancel your order, please contact us immediately. Our warehouse often processes orders within a couple of hours. If we have already processed your order, we will be unable to make any changes or cancellations. Once an order has shipped, we cannot make any changes.

WHY IS MY CARD DECLINING?
If your card is declining your billing address may not match, or you may have insufficient funds. Sometimes when your card declines, there will be a pending charge on your account but you will not be charged.

I'M IN LOVE WITH SOMETHING, BUT I DON'T SEE IT! WILL IT COME IN STOCK?
Unfortunately we don't know ahead of time if/when items will be in stock online or in store, but we recommend that you reach out to our customer service!

NOT SURE HOW SOMETHING WILL FIT, FEEL, OR LOOK?
Chat with us! We are happy to give more information on our clothes or style advice.

WHAT DO I DO IF THERE IS A PROBLEM WITH MY ORDER?
Please contact us within 7 days of receiving your order and let us know what the problem is. If there is a damaged item, please email us a picture of the damage.

I AM LOCATED IN EUROPE. WHY HAVE I NOT RECEIVED MY ORDER?
Some of the European postal services might keep your package at their local office if their delivery fails the first time. If this happens, we will provide you with the local tracking number and phone number of the postal company so you can personally retrieve your package. 

DO YOU ACCEPT GIFT CARDS ONLINE?
We do! You type your gift card number in at checkout to use it. If the gift card does not cover the amount of the order you will need to pay the balance via credit card.

HOW DO I MAKE A RETURN?
You are responsible for the return shipping cost. Please make sure your items are eligible for return, you can reach out to us via email if you'd like to make a return.  

HOW MANY DAYS DO I HAVE UNTIL I RETURN/REFUND AN ITEM?
We accept refunds and returns on damaged and/or new unused items within 30 days. Please chat with us, we'd be happy to help you! 

DOES MY SHIPPING FEE ALSO GET REFUNDED? 
Unfortunately, shipping does not get refunded as our store policy. However, we do provide you with a return shipping label free of charge.  

DO YOU HAVE ANY OTHER QUESTIONS?
Please contact us at (323) 366-1896 or send us an email at customersupport@smunchys.com