Got a Question?
💛 FAQ – Lily’s Scrunchies
Orders & Processing
How long will my order take?
Each item is made with care, so processing times vary:
- Scrunchies (handmade): 3-7 business days
- Caps (made to order): 3–7 business days
Delivery is added on top of this depending on your shipping option.
Bulk or custom orders may take longer than this time frame.
Why did my order arrive in separate parcels?
If you ordered both scrunchies and a cap, they may arrive separately.
That’s because:
- Scrunchies are handmade and shipped by us
- Caps are made and shipped by our partner, Printful
Can I change or cancel my order?
If you need to make a change, please contact us as soon as possible.
- Orders can only be changed or cancelled before they go into production
- Caps are processed quickly, so changes aren’t always possible
How long does shipping take?
- UK delivery: 2–4 working days after dispatch
- Tracked options are available at checkout
Please note: delays can occasionally happen with postal services.
Do you offer international shipping?
- We currently only ship to the UK
My order hasn’t arrived — what should I do?
Please allow the full delivery time frame first.
If it’s still missing, contact us and we’ll help track it down.
Are your scrunchies handmade?
Yes! Every scrunchie is handmade in small batches, which means each one is slightly unique 💛
How should I care for my scrunchies?
To keep them looking their best:
- Hand wash or use a gentle cycle
- Air dry only
- Avoid high heat
Are your caps adjustable?
Our caps are adjustable with a strap at the back — check the product description for details.
Do you accept returns?
- Scrunchies: Yes, within 14 days (unused only)
- Caps: No returns unless faulty, as they are made to order
What if my item is faulty or damaged?
We’re so sorry if that happens!
Please contact us within 7 days and include photos — we’ll sort a replacement or refund.
Do you offer custom scrunchies?
Yes! I’m always happy to help create something special.
- You can request specific colours or fabrics
- For larger orders, I can source materials just for you
Just send me a message to chat through your idea 💫
Contact
How can I get in touch?
You can contact us anytime at:
📧 hello@lilysscrunchies.co.uk
We aim to reply within 24–48 hours (excluding weekends)