FREQUENTLY ASKED QUESTIONS
Care Guide
We recommend dry cleaning our products to preserve their orginal forms. Some of the fabrics can also be hand washed (linen, modal, tencel, silk noil) with cold water; do not bleach, and hang to dry, do not tumble dry. Fabrics made with natural fibres will fade and wear with use, giving it a beautiful worn-in appeal.
In order to keep your hair accessories in perfect condition, we suggest that when you’re not wearing them to keep them in your organic, hand-stamped Charlie & Paisley bag (which you will have received with your order).
shipping
Where Do We Ship?
Charlie & Paisley ships worldwide!
Estimated Delivery Times
Delivery times provided are estimations and are not guaranteed. They will always be reported in business days, unless explicitly stated otherwise.
Shipment processing times are generally within two to three (2-3) business days of order placement. In the event of a processing delay caused by unexpected circumstances beyond our control, notification may not be provided as shipments will be processed as quickly as possible (i.e. inclement weather, customs delays, etc.).
*International delivery estimates vary by country. Domestic delivery estimates vary for destinations outside of the contiguous United States. The contiguous U.S. excludes Alaska, Hawaii, U.S. territories and APO/FPO destinations.
Following order placement, you will receive an 'order confirmation' email. Orders are then processed for shipping by our fulfillment team between two and three (2-3) business days following order placement. An email will be sent following your order being processed for shipping by our team.
Shipping Method
Orders shipped within Canada are handle by Canada Post. Following the receipt of your order fulfillment email from our team, arrival times typically range between five to twelve (5-12) business days for 'Standard' shipping within Canada, and two to eight (2-8) business days for 'Tracked Parcel' options. For 'Tracked Parcel' shipping options, tracking numbers will be updated to your order profile. 'Standard' shipping options selected within Canada DO NOT come with tracking in order to provide our Canadian customers a less expensive shipping option.
For orders shipping to the United States, we ship via USPS Ground Mail (standard shipping) and USPS First Class Mail (express shipping). Following the receipt of your order fulfillment email, arrival times typically range between four to ten (4-10) business days for standard shipping and one to three (1 -3) business days for express shipping. Tracking information will be updated to your order following it's release with USPS.
For orders shipping outside of North America, we have two shipping options - standard and express shipping. Following the receipt of your order fulfillment email, package arrival times typically range between four to twelve (4-12) business days for standard shipping and two to four (2-4) business days for express shipping
Please note that all arrival times listed are ESTIMATES ONLY and once in the hands of the shipping service selected, arrival times are out of our control and effectively in the hands of the courier service. Holidays and cross border shipments can cause additional delays in arrival.
We commit to doing everything we can to ensure your order arrives in a timely manner, but cannot be held responsible for circumstances that remain out of our control including but not limited to courier / postal delays, border delays, incorrect shipping information provided by the buyer, or inclement weather.
Customs, Duties, and Taxes
International packages shipping to locations outside of Canada may be subject to customs, duties and taxes which are determined by the destination country, the shipment value and the contents of the shipment.
Customs, import duties, and taxes are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to purchases. Please be aware that you may be required to pay applicable customs, duties and taxes before or upon delivery of your shipment.
Shipping Charges
Shipping charges consist of the total amount of shipping as well as fees related to warehousing and fulfillment. Collectively 'Shipping and Handling'.
Order Tracking
Once your order has been fulfilled you will receive an email confirming it has shipped. Please note, we currently only offer tracking at an additional fee in order to help customers that do not need tracking save on shipping costs.
Damaged Orders
We do our best to ensure your order arrives in perfect condition. However, in the unlikely event that your order arrives in a damaged condition, please email us at contact@charliepaisley.com so we can get you sorted out.
Please note, we are not responsible for damages resulting from shipping, washing, or wear.
Redirecting Your Order
Please ensure your shipping address is correct. Unfortunately, we cannot redirect orders once they’ve shipped.
Order Cancellation or Changes
We start processing your order as quickly as possible to ensure it arrives to you in a timely manner. Due to this we may be unable to make changes or cancel your order once it is placed. In the event a cancellation or change request is necessary, please contact us by email immediately at contact@charliepaisley.com and we will do our best to accommodate your request.
Taxes
Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges will be calculated on the total value of merchandise, and will be displayed on the Order Summary page.
Packaging
Purchase Receipt
We do not include purchase receipts in your order in an effort to reduce our environmental impact. Please consider your order and shipping confirmations that you receive by email to be your purchase receipt.
Shipment Packaging
We use light-weight poly mailers in order to reduce your shipping costs. However, unlike regular poly mailers ours are environmentally friendly because they’re made from 50% post consumer plastics and are 100% recyclable.
We use re-sealable poly bags so that your order is less likely to be damaged by any water during the shipping process. However, because our poly bags are resealable they can be re-purposed in your everyday life thus making them more sustainable than regular poly packaging.
Product Packaging
We send your order in our Charlie & Paisley bag, which is made from organic muslin and is hand stamped. We suggest that you use our bag to keep your scrunchies safe when you’re not wearing them. However, it may be re-used for other purposes.
We include our information card inside the bag which is made from 100% recycled cotton fibres, which are a by-product of the textile industry that would otherwise be discarded and end up in landfills. The naturally white fibres also mean less chemical processing and waste during production of the stock. The information card is also printed with plant-based biomass inks.
Returns
Returns
For hygienic reasons all Charlie & Paisley orders are FINAL SALE.
However, It’s important to us that you are happy with your Charlie & Paisley products. Please do not hesitate to let us know if you are not satisfied by contacting at contact@charliepaisley.com within 7 days of receiving the product. After 7 days, we will not investigate any claims.
Exchanges
We are not able to process exchanges for online orders.
General
Where do Charlie & Paisley products come from?
Our products are handmade in Vancouver, Canada.
What fabrics are Charlie & Paisley products made from?
Our products are made from naturally derived and biodegradable fabrics, such as hemp, organic cotton, and linen.
What methods of payment does Charlie & Paisley accept?
We accept Visa, Mastercard, American Express, Discovery, Apply Pay, and PayPal.
How do I edit my billing and shipping information?
Changes to your profile can be made if you have signed up for a Charlie & Paisley account. However, please note that any changes in shipping information made after an order has shipped will not apply to that order.
When will my card be charged?
You will be charged when your order is placed.
Will I be charged sales tax?
Sales tax charged is dependent on where you live, which will be calculated at checkout.
How do I use a Charlie & Paisley promo code?
After adding your item(s) to cart, and then proceeding to checkout you’ll be requested to enter your information. On a computer, you’ll see a field on the right showing your item(s) in your cart and a field to enter a promo code. On a mobile, after filling in your details, you’ll see a shopping cart beside where it reads ‘show order summary’ – click on that line to show your order summary and there you’ll notice the promo code field there.
Please note, you must enter your email at the checkout for the promo field to accept a valid promo code and only one promo code can be used per order.
Why does the colour of my Charlie & Paisley product look different on my screen than it does in person?
Screen resolution, colour contrast, and screen brightness can differ from one computer or electronic device to the next. We do our best to show our products unfiltered and in its natural state on our website in order to most authentically represent its appearance.
Our Products
Are Charlie & Paisley products good for your hair?
Yes, our product provide an extra layer between your hair and elastic which protects your hair from damage and breakage.
Are Charlie & Paisley products good for your hair while sleeping?
Yes, scrunchies provide an extra layer between your hair and elastic which protects your hair from damage and breakage. Furthermore, scrunchies made with silk or silk noil are recommended most for use while sleeping to avoid creasing or kinking your hair.
Where can I wear my Charlie & Paisley products?
Scrunchies are perfect for everyday wear, going out with your girlfriends, hitting up a yoga class, etc. The outfit possibilities are endless.
How do I wear my Charlie & Paisley products?
Scrunchies are perfect for pony tails, braids, buns, etc. The hair styling possibilities are endless.
What hair types are best for Charlie & Paisley products?
Scrunchies are best for all hair type, including: curly, straight, thin, or thick. Our scrunchies offer fantastic hold for all hair types. Both long and medium hair lengths will fit all of our products, however, short hair lengths will better fit our petite scrunchies.
Fun Facts
Who invented the scrunchie?
Philips E. Meyers invented the scrunchie in 1963.
When is National Scrunchie Day?
National Scrunchie Day is on April 16th.
What does ‘scrunchie’ mean in French?
Scrunchie means ‘Chouchoute’ in French, which translates to ‘darling’ in English.
CONTACT US
Thanks so much for checking our FAQ! If you still have any further questions, please do not hesitate to send us an email and we'll get back to you as soon as possible.