FAQ’s

General:

 

I haven’t received a tracking number for my order what do I do?

If you haven’t received your tracking number within 48 hours after your order has processed please email us at info@lushandluxehair.co.nz and we will supply you with one.

 

My order came damaged, I’m not happy with something, an item missing, or I received the wrong order. What do I do? 

Please email us at info@lushandluxehair.co.nz and we will rectify this for you.

 

When will my order be shipped?

please allow at least 48 hours for us to process your order and we will send you a tracking number once we have shipped your order.

 

How long until I receive my order?

We use overnight courier for NZ however many factors come into when you may actually receive your order such as: The time of day you order, when we process your order as it can take up to 48 hours, the time of the week such as weekends and public holidays, if you are rural, and any courier delays.

Australia orders will take between 2-7 business days depending on your state.



What payment methods do you offer?

Visa and Master cards both debit and credit.

Apple Pay, Google Pay, Shopify Pay, & Afterpay.

 

About Silk:

 

What is mulberry silk?

Mulberry silk comes from the Bombyx mori silkworm, a species whose diet consists exclusively of leaves from the Mulberry tree. The finest silk in the world is grown and woven in China, where they've been making silk for more than 4,000 years. Mulberry silk threads are the highest quality that exist. They are smoother, stronger, and more uniformly coloured than any other variety of silk. A single silk fiber is stronger than a steel fiber of the same diameter.

 

Is your silk good quality and is it safe?

Some of the highest quality in the world! Our Lush and Luxe silk is 100% Pure 22-30 momme mulberry silk with a 600 thread count. It is a naturally organic fiber & Eco friendly as it is OEKO-TEX certified and made from the highest grade 6A with long silk fibres in a charmeuse weave. All of our products use 22 momme silk and nothing lower.

We use a very prestigious silk factory in China who produce for top brands in Europe and the USA. Our factory has a list of certifications that are posted under this answer. The certifications they have mean all textiles are processed ethically and environmentally friendly without using harmful chemicals in a safe and clean environment of the highest standards. Our factory is an authorised economic trader and that of very high quality and standard.

Certificates held:

QCQC, GRS,  OEKO-TEX,  AEO-ISO9001

 

Why choose silk over satin or other fabrics?

Mulberry silk a natural breathable biodegradable fibre. It is smooth and friction-free. It helps eliminate bed head, frizz, and sleep wrinkles while allowing skin and hair to retain precious moisture, something satin can’t provide. It is also naturally heat stable so it is cool in the summer and warm in the winter and it is hypoallergenic and anti-bacterial as well so perfect for sensitive skin. Satin is actually a man made plastic fibre, it’s bad for the environment and contains many harmful chemicals. Often marketed as “vegan silk” it unfortunately holds none of the benefits of silk. If you’re looking for the pinnacle of luxury and beauty our 100% Mulberry silk products are for you.

 

What grade of silk do you use for your products?

All of our silk products are 100% mulberry silk and between 22-30 Momme grade 6A. (the highest quality)

 

Is your silk cruelty free?

Our silk in particular is a by product of the food industry in China. Silk worms are a delicacy and are often consumed by cancer patients or those will other illnesses due to the nutrient rich benefits they offer. Although silk has been controversial as of late due to the idea that the worms are bred and killed purely for the production of silk this is not the case for all. Although not vegan our silk helps reduce waste from the food industry.

 

About our products:

 

How often should I wash my silk accessories?

Pillow slips and eye masks should be washed every 7 days to keep them clean so you are able to get all the benefits of your silk item most importantly it is crucial your skin doesn't come into contact to dirt while you sleep.

Scrunchies, and heat styling tools is on an as needed basis.

 

How do I take care of my silk scrunchie or pillow slip?

Silk is a durable natural fabric but still requires care. You will extend the life of your silk product if the proper care is taken. Please note: Washing your silk accessory may change the texture. You may wish to gently steam or iron your item on a silk setting to restore the texture.

Because we use the highest grade of mulberry silk in 22 momme 6A grade that means dry cleaning is not required and you can hand wash or machine wash with care.

Hand wash your silk scrunchie or pillow slip with cold water and a delicate washing powder or liquid or a wash detergent that is silk formulated. If you must machine wash, a delicate wash with cold water is okay.

Avoid twisting and wringing out your silk. Let your silk dry naturally. Do not tumble dry.

Do not use fabric softener on your silk as this will damage the natural fibers.

Never soak your silk accessory in any kind of whitener or stain remover as it will damage and discolour the accessory.

 


What should I wash my silk accessories with?

We recommend using Eco Store “wool & delicates” washing detergent.

 

What size are your pillow slips?

Our pillow slips are standard size. The most common size in New Zealand so it will fit most standard pillows. The diameters are 48CM X 73CM.

 

How long will my pillow slip and scrunchies last?

With proper care you should be able to get at least 1 year out of your pillow slip but many customers have got much longer out of them.

Scrunchies are designed to stretch and hold the hair secure and because of this they will obtain wear and tear over time if used consistently. We recommend replacing your scrunchies every 4-6 months.

 

What is the difference between The Luxe Sleep Scrunchie and The Luxe Heatless Curler?

The Luxe Heatless Curler is designed to be used on damp (80% dried) hair to create an overnight heatless curl. Using this reduces heat damage for people who like to wear their hair with a styled curl regularly and its also a time saver for those ho are time poor but need to look good.

The Luxe Sleep Scrunchie is designed to be used on styled dry hair to preserve your existing blow out so that it lasts all week or until your next shampoo. It is perfect for those who like to get the most out of their salon or at home blow out and will give you soft volumous movement.


Who is your Luxe Sleep scrunchie for?

The Luxe Sleep Scrunchie is designed for hair that is at least 2-3 inches past shoulder length. It is for the busy woman who doesn’t have time to style her hair every day but wants to look good. It is for those who wish to reduce heat styling and keep their hair healthy. 


Can the Luxe Sleep Scrunchie be used in curly hair?

While it is not designed for natural curls, if you have a blow out you want to preserve it will work for your hair.

 

Is the Luxe Sleep Scrunchie also a heatless curler?

Not exactly, although some women have used it this way and have had good results. It is more designed to preserve an existing blow out. It won’t give you a tight curl like our Luxe Heatless Curler. It will be more of a wavy movement “blow out” look.



How long will my Luxe Sleep Scrunchie last? 

Our products are a natural fibre and are designed to stretch and hold the hair secure and because of this it will obtain wear and tear over time if used consistently. We recommend replacing your Luxe Sleep Scrunchie every 4-6 months.

 

Can I wash my Luxe Sleep Scrunchie?

Yes although we only recommend washing on an as needed basis to prolong the life of your Luxe Sleep Scrunchie. Please use the same care methods as above or in your product description.