FAQ: PRODUCTS

Check out our Hair Quiz!

These products are not like commercial products. This is what makes them so great! They're safe, completely natural, smell delicious and your hair is finally going to thrive!

The color, texture of the shampoo is different: it's a dark brown shampoo due to the root extract used. There is lather, but no crazy foam will be piling up on your head like a pantene commercial - those suds are all thanks to added chemicals.

We strongly recommend double washing with these shampoos. When you first apply, you want to go directly to the scalp and massage. you won't notice a ton of foam and that's because the shampoo is doing its job. The soap is latching onto all the dirt molecules we are trying to rid our hair of. Scrub away, rinse, then follow up a smaller amount of shampoo. Apply to your scalp and massage again. This time you will notice more foam and bubbles. That is because the soap has much less to attach itself to which also means your hair is much cleaner than it was a minute ago.

You'll notice when you go longer in between shampoos there will be less suds in the beginning than if you just washed a day or two ago; your hair may just be barely on the edge of being dirty and have more suds with your first round of shampoo.

With the conditioner, do as you normally would. Gently squeeze the water from your hair and apply the conditioner to the bottom half of your hair. Let it sit as long as you can, then rinse.

They are ALL safe for color treated hair. These products are as gentle as they get, yet effective. They are formulated to cleanse not strip so your color is safe!

Answered in a Journal entry here!

These products are consistently being made and shipped to ensure that the shelf life is as long as possible once it reaches you. The shampoos and conditioners are best to be used right away.

They can be kept and stored up to one year but once open because of these very natural preservatives it is best to use within 6 months of opening.

These are pretty sturdy bottles however, we highly highly recommend keeping your glass shampoo and conditioner on the floor of the tub or shower to avoid any accidents. They include pumps so you can pump from there without ever lifting the bottles.

Please be mindful of where you keep them and how they are handled in the shower/tub.

Under Luna products are gluten-free and absolutely cruelty-free! All products are vegan except the Revive and Serenity conditioners, which contain honey.

FAQ: PACKAGING

Place the pump inside the bottle and tighten. Hold your hand around the cap (holding it in place) and with the other hand, twist the pump in a counter clockwise direction. It will pop up from there.
Need a visual? Watch this Video!

We do not offer a refill service at this time. 

After much research, we were not able to find a solution that was truly environmentally friendly and/or with a carbon footprint lower than shipping out another glass bottle. 

We will continue the search to find the right packaging and/or when Under Luna grows large enough, we’ll receive bottles back to sterilize and refill them ourselves. In the meantime, please be mindful of how you recycle this packaging: the glass and the recycled plastic bottles can all be recycled + reused!

Our 8oz and 16oz shampoos and conditioners all come in glass. Please keep these on the ground floor of your shower or tub and pump from there to avoid any accidents!

Our All Things Oil and Ancient Remedy Hair and Scalp Oil are all glass bottles.

Our 2oz trial size bottles are BPA Free plastic bottles.

FAQ: FOR PREGNANT/NURSING, POST-PARTUM OR CHILDREN

There are only two herbs we suggest being aware of, possibly during the first trimester. There is sage essential oil in the Warrior shampoo and the white willow bark in Warrior shampoo and Revive conditioner that you can research. There are no hard facts against these two in such small quantities, but you can make the decision for yourself. 

The other products are all perfectly safe to use while pregnant.

The intention was to create products that are safe for kids, but also versatile so we can all use them - it’s all about simplicity!

The Sweet Baby Orange shampoo or Unscented shampoo and Luna Love conditioner are all safe for kids. Sweet Baby Orange is gentle, non-toxic and safe for the littles, yet very effective for adults. The Luna Love conditioner is also made with gentle and safe oils for kids, and the aromatherapy qualities are great for adults! And finally, our Unscented shampoo is a wonderful option that is safe for kids or anyone with sensitivities. It has a number of scalp loving and hydrating herbs like nettle, plantain and loving calendula and chamomile.

Cradle cap can stem from a number of factors. Babies/toddlers are growing at a very fast rate and their systems are trying to catch up with it. Sometimes it can be linked to diet so we want to make sure they are getting the balanced diet they need. Topically we want to make sure we are cleansing their scalp properly. A gentle shampoo like our Unscented shampoo is effective, yet a gentle cleanser that will help the scalp breathe properly as well as our Sweet Baby Orange shampoo.

Next we want to hydrate. If your child is 2 yrs+, I would suggest applying a little bit of Luna Love conditioner to the scalp, let it soak in (do a mini scalp/hair mask) and then rinse partially, leaving behind some of those good oils. In addition or instead of the conditioner. apply a very small amount of jojoba oil, massage that into the scalp and allow it to soak up entirely. Rinsing isn't necessary. This will rehydrate and hopefully calm the cradle cap.

Supporting your health is key during this time. The shift in hormones will go at their own speed and time, so all you can do is support. Food, rest and nourishment through herbs, teas, and gentle and supportive hair care are all very helpful. Warrior shampoo has a number of strengthening herbs to help support, encourage growth and strengthen. Revive conditioner is a very nourishing conditioner and extra potent as a hair mask. We highly recommend doing a hair mask once a week, more if your hair is on the dry side. If you want to go a step further, the Ancient Remedy Hair + Scalp Oil is another potion that can be used as a scalp treatment. massage this into the roots at least 20 min prior to your shower, let it sit and then wash your hair as usual. All of these products are gentle, loving and very supportive for this major shift your body is going through.

FAQ: SHIPPING + RETURNS

As soon as you place your order you will receive an order confirmation email. This means that we have received your order in our system. If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

All products are handcrafted. Typically orders will ship within 2-4 business days, however there may be longer lead times during holidays or sales.

We are not responsible for packages that are stolen or lost once they have been scanned by the carrier. If a package has been marked "Delivered" but has not been received by the recipient, it generally shows up 3-4 days later with usps.

Route protection plan is now available (more info below!) This is automatically added to your order for a small fee, and you can choose to keep it or remove it from your cart. The plan covers you in case your package is lost/stolen/damaged during transit, and allows you to track the location of your package on a live map. More info about the coverage here. By de-selecting this protection, you are taking responsibility for your package in case it becomes lost/stolen or damaged.

All packages that are attempted to be delivered and waiting at your local post office/UPS are also in your care and you are responsible for retrieving the package, paying duties/tax if it applies.

Any packages that are returned to use due to an insufficient address provided by the customer, we are happy to reship it out but shipping charges will apply.

Depending on the recipient's country, there may be taxes or other customs fees that we are unable to calculate or add into your shipping cost. If those fees apply, please be aware those fees are the responsibility of the buyer to pay upon the delivery of your package.

Please see above "Shipping" for more information.

All international shipping is shipped through USPS. FAQ: CUSTOMS DUTIES AND TAXES

Any unopened and unused product can be returned within 14 days of receiving your product, shipping charges will apply. Please email: hi@underluna.Com. Otherwise because these products are handcrafted and a great deal of time goes into each and every one of them, all sales are final.

**For this reason, we have our 2oz Trial Size Bottles to start with and our Hair Quiz to help guide you!***


Once your products arrive, please fully inspect them. If you notice any damages please file a claim with Route (more info below).

Once your product has arrived safely to you, the product is now in your care. Under Luna is not responsible for bottles breaking. Please treat all products (especially the glass bottles) carefully and store them in safe places to avoid any breakage. It is recommended to place all shampoos and conditioners on the floor of the shower or bath or just outside the tub on the ground, to ensure everyone's safety.

FAQ: ROUTE PROTECTION PLAN

Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protection Plan will be added automatically to your order at checkout. You can opt out of this protection by removing it from your cart. However, by deselecting it your package will not be insured and Under Luna is not responsible for replacing the order if it becomes lost/stolen or damaged.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route Protect and looking to file a shipping issue online? File here.

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here.

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

Marked As Delivered (Stolen)

Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.

Please note, orders over $200 USD will require a police report to be filed by the customer before any resolution can occur.

 

Stuck In Transit (Lost)

For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.

For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.

 

Damaged

Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

 

All of Route’s policies are listed here.

Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout. 

If your order has not arrived, please file a claim with Route here.

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If you insure your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet? Download here.

Route’s terms and conditions are listed here.

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

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