Below you'll find answers to frequently asked questions covering topics like Promo Code use, Shipping and Returns, Product Care Instructions, and More.
Help Center + FAQ
together spreading joy! #scrunchiesandscrubs - care packages
During this global COVID situation, we’ve all heard the importance of limiting face touching throughout the day. Keeping our hair securely and comfortably pulled back couldn’t be more important than it is right now, and this is especially true for our healthcare workers.
In addition to our Medical Professional Program, with your support, we will be donating weekly care packages to frontline workers in our hospitals and care homes throughout North America.
For an undisclosed period of time, for every order over $60 that we receive, Chelsea King will be donating a hair tie or scrunchie. Care packages will ship to a new hospital or care home around North America each week for their staff and healthcare providers working to keep the rest of us healthy and safe.
We are very thankful for you, our incredible customers, and appreciate your support in helping us spread a little joy.
*Should you wish to donate your entire purchase and have us include all your ordered items in one of our weekly care packages, please use promo code SPREADJOY and we'll cover the shipping costs.
NOTE: Orders using promo code 'SPREADJOY' will be donated to this weekly effort, and will NOT be shipped to the purchaser or recipients requested by purchaser.
Sizing + Care Details
What is the difference in size between the classic, petite & thin scrunchies?
*The sizing measurements provided below are approximations ONLY. Note that actual product sizes can vary based on, but not limited too, fabric type.
how do i clean my hair accessories?
While our specialized elastic is designed to withstand wash and dryer cycles, some of our materials are not. For this reason we recommend spot cleaning as needed. We have also found that a Tide to Go Pen works really well in most cases. If it is really dirty we recommend to hand wash and lay flat to dry.
Payments + Promotions
What payments methods do you accept?
Chelsea King Inc. accepts a number of payment options including American Express, Apple Pay, Google Pay, MasterCard, PayPal, Shopify Pay, and Visa. All prices are displayed in Canadian dollars or in the currency selected using the currency selector tab at the bottom of the site. If shopping Internationally, please take into consideration the price conversion if cart pricing displayed is not shown in your country's currency as it may differ from your bank statement.
You may fund your Paypal account through any method and then use our single-link Paypal Express checkout feature to complete your order.
CAN I APPLY MORE THAN ONE PROMO CODE TO MY ORDER?
Our system only permits the use of ONE promotional code per order. Please feel free to apply the active code that provides you the greatest savings.
WHY IS MY PROMO CODE NOT WORKING?
- An email must be entered in the email address field for the discount code field to accept a valid code.
- Ensure promo code spelling is correct.
- Are you attempting to enter more than one promo code? Only one promotional code per order.
- If the above doesn't work, try clearing your cache, refreshing your browser and attempting again. Here are some links below to walk you through how to clear your cache.
CAN I PURCHASE A GIFT VOUCHER?
CAN I APPLY A PROMO CODE WHILE USING A GIFT CARD?
You are able to use only ONE promotional code per order in addition to any E-Gift Card. During the checkout process we advise that you enter the E-Gift Card code first followed by any promotional code. Please note, the Order Confirmation email and invoice you receive will only reflect the order total and not method of payment breakdown.
Can i cancel or change an order?
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 firstname.lastname@example.org and we will do our best to accommodate your request. If your order's status is 'Fulfilled' then unfortunately we will NOT be able to cancel or make changes to the order.
are there duties and taxes on orders?
Currently we charge taxes applicable to each province on Canadian purchases only.
International packages shipping to locations outside of Canada and the U.S. may be subject to customs, duties and taxes which are determined by the destination country, the shipment value as well as 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.
WHERE DO WE SHIP TO?
Currently, we ship from Canada to the following countries:
- United States
- United Kingdom
- New Zealand
HOW DO I TRACK MY ORDER?
Following order placement, you will receive an order confirmation email sent to the email address associated with your order. Order processing takes one to three (1 - 3) business days following order placement. Some exceptions to this may apply around holidays. Until its release, your order will display an 'unfulfilled' status, after which the status will show as 'fulfilled'.
Once your order is released from our fulfillment center, you will receive an email letting you know your order is on its way. If the shipping option selected includes tracking you will be able to monitor where your order is in transit by logging into your account and clicking on the tracking link provided.
what are the estimated delivery times?
*For the latest on potential courier delays, please visit our Shipping page, here.
Delivery times provided are estimations only and are not guaranteed. They will always be estimated in business days, unless explicitly stated otherwise. 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 selected at checkout.
We commit to doing everything we can to process and release orders in a timely manor but cannot be held responsible for circumstances that remain out of our control. Such circumstances include, but are not limited to, Courier / Postal delays, Border delays, incorrect shipping information provided by the buyer, Holidays, Acts of God, and Customs.
Following order placement, you will receive an 'Order Confirmation' email. Order 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. Once your order has been processed you will receive an email letting you know its on its way.
NOTE: All shipping transit times are estimates ONLY and counted in business days FOLLOWING order processing time and release from our facility.
SHIPPING within CANADA
Orders shipping within Canada are handle by Canada Post. Following the receipt of your order fulfillment email, arrival times typically range between:
- 'Tracked Parcel' shipping options: four to eight (4-8) business days
- 'Standard' non-tracked shipping within Canada: five to twelve (5-12) business days
NOTE: 'Standard' shipping options selected within Canada do not come with tracking in order to provide our Canadian customers a less expensive shipping option.
SHIPPING to the UNITED STATES
For orders shipping to the United States, we ship via USPS First Class Mail. Following the receipt of your order fulfillment email, arrival times typically range between four to eight (4-8) business days. Tracking information will be updated to your order following its release to USPS.
For International orders travelling to countries outside Canada and the United States, transit times can range between ten to twenty-one (10-21) business days.
what are shipping and handling fees?
Shipping charges consist of the total amount of shipping as well as fees related to packaging, warehousing and fulfillment. Collectively 'Shipping and Handling'
What do i do if my order arrives damaged?
We do our best to ensure your hair accessories arrive in perfect condition. However, in the unlikely event that your order arrives in a damaged condition, please accept the delivery and contact Chelsea King Inc. Support immediately so we can get you sorted. Email: email@example.com
can i redirect my order?
Please ensure your shipping address is correct. We cannot redirect orders once they ship. Sorry!
can i pick up localy?
We do not offer options for pick up.
How do i initiate a return?
It’s important to us that you are happy with your Chelsea King Inc. hair accessories and scrunchies. Don’t hesitate to let us know if you are not satisfied by contacting firstname.lastname@example.org.
Hair accessories purchased on our website, not including sale items can be returned within 30 days of the shipping date.
When you email to inquire about setting up a Return, please be sure to include the following:
- Order #
- Item(s) your requesting to return
- Reason(s) for requesting a return
what qualifies for potentially accepted returns?
Hair accessories purchased on our website, not including sale items can be returned within 30 days of the shipping date. HOWEVER, scrunchies and hair accessories must be returned unwashed, unworn and in their original condition. Product condition is left to the discretion of Chelsea King Inc.. Once approved returns are received and product is deemed free of any damage, a refund will be issued to the original method of payment used to make your purchase. Refunds can take up to five (5) business days to show up following the date they are issued. Shipping charges and duties are NOT eligible for refund.
Please note that we are not responsible for damages resulting from shipping, washing, or wear. Customers are responsible for any charges associated with shipping unless the reason for return is determined to be our error.
Hair accessories purchased from a retailer or other website must be returned to that seller directly.
where do i send my approved return and what should i include?
Chelsea King Inc., Attn: Returns Department (Order # ______ ), PO Box 11033 Seton PO, Calgary, AB, T3M 1Y6
Please include a printed copy of your order confirmation with your items authorized for return.
When can I expect my refund?
Please allow up to two (2) weeks for processing. You will receive an email notification once your return has been processed. Orders will be refunded in the currency and method of payment used at time of purchase. Currency will be converted at the exchange rate selected by your issuing bank at the time the refund is issued.
STILL HAVE ANY QUESTIONS?