Products

• What shampoo + conditioner should I use?

  • Check out our 1 minute : Hair Quiz!

• I’m new to natural shampoo - what can I expect? Does Under Luna shampoo lather?

  • 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 roots used. There is lather, it's not like a pantene commercial because those suds are all thanks to added chemicals. Nevertheless you will see lather!

    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.

    More on What to Expect

• Are Under Luna products safe for color-treated hair?

  • 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!

• How often should I wash my hair?

  • Answered in a Journal entry here!

• What is the shelf life of the shampoos + conditioners?

  • 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.

    In a recent poll, we asked our customers how long the 8oz shampoos and conditioners last:

    43% said 2-3 months
    44% said 4+ months!

• Using glass in shower - our recommendation!

  • 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.

• Are these products gluten-free, cruelty-free, vegan?

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

Packaging

• How do you open these pumps?

  • 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.

    Otherwise, hold the pump in your hand. By holding down the rim around the pump with your thumb, then moving the nozzle with the other hand counter clockwise, the rim and nozzle should separate from each other and not spin together - thus popping up!

• Do you offer a refill service?

  • 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!

• What kinds of bottles do these products come in?

  • 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 Deep Magic Hair and Scalp Serum are all glass bottles.

    Our 2oz trial size bottles are in recyclable aluminum bottles and metal caps.

• Why are we removing the 16oz. bottles?

  • We will be slowly removing the 16oz. option in order to make room for new branding/packaging and size in Fall/Winter 2024.
    
    We will be moving to one size in order to streamline our process at UL (we've got a small team) and a number of new products in the works. Our 8oz. is our most popular thanks to how long these last!
    
    44% of customers said their 8oz shampoos + conditioners last most customers about 2-3 months.
    
    43% of customers said their 8oz S+C lasted them 4+ months.
    
    We recommend using our shampoos +conditioners within 6 months of opening.

    Make sure to subscribe + save so you can put these orders on autopilot and save as well!

For Pregnant/Nursing, Post-Partum Or Children

• Are these products safe during pregnancy?

  • 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, however we bring this info to you so you can make the best decision for yourself. We always encourage you to consult with your health care provider if you have any questions/concerns.

    All others are safe to use while pregnant.

• I'd like to find a product that is great for my kids, but also for us adults?

  • 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!

    We recommend Grounded Shampoo , Luna Clear Shampoo, and Luna Clear Conditioner as they're all safe for kids.

    Grounded Shampoo is gentle, non-toxic and safe for the littles, yet very effective for adults. Our Luna Clear Shampoo + Conditioner 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.

• What can I do for my child who has cradle cap?

  • 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 Luna Clear Shampoo is effective, yet a gentle cleanser that will help the scalp breathe properly.

    Next we want to hydrate. I would suggest applying a little bit of Luna Clear 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 Deep Magic Serum, 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.

• What is best for postpartum hair, hair loss, shedding?

  • 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 Deep Magic Serum 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.

    Our Tulsi Bloom Shampoo + Tulsi Bloom Conditioner is also an amazing, adored set that was created with postpartum mammas in mind!

Orders, Shipping + Returns

• What forms of payment do you accept?

  • Visa, Visa Debit, Mastercard, American Express, Shop Pay, G Pay and Paypal.

• Shipping Info

  • All products are handcrafted. Typically orders will ship within 1-4 business days, however there may be longer lead times during holidays or sales.
    
    Once your order is handed to the carrier, UPS, Fedex or USPS it is no longer in our care. We have access to the same tracking information and can not expedite or adjust shipping.
    
    Route Protection plan is now available, scroll down in FAQs for more info. 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 is a very simple, easy claim to file. 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.

• Free Shipping

  • For one-time products:

    Free shipping on one-time products can be applied to orders $150 and up! It applies only to the contiguous USA.

    Discount codes cannot be stacked.
    For sales, unless otherwise stated, free shipping cannot be waived in addition to the discount.

    ---

    For Subscriptions: Free Shipping is available for all orders with subscription item(s) for orders $60+ contiguous USA.

    All info about Shipping is found HERE.

• Order Confirmations

  • 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.

• Sales Tax

  • Under Luna is required to charge sales tax in select states. As of November 2023 sales tax will be charged to orders shipping to these states: Alaska, Flordia, Georgia, Hawaii, Illinois, Indiana, Kentucky, , Maryland, Michigan, Minnesota, New Jersey, North Carolina, Ohio, Utah, Virginia, Washington. *This list can change at any time.

• Package Delivery

  • 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.

• Returns + Refunds

  • Any unopened and unused product can be returned within 14 days of receiving your product, shipping charges will apply.

    Once received and inspected a refund will be issued for the full amount paid minus shipping charges and any Route Protection fees. Please email: hi@underluna.com for any returns.

    Otherwise all sales are final as all products are handcrafted and a great deal of time goes into each and every one of them. Thank you for understanding!

    
    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.

• International Shipping

  • International shipping lead time begins once the package leaves our warehouse, not the date in which the order is placed. Under Luna is not responsible for shipping delays. We highly encourage to protect your shipment with Route Protection (added on a checkout)

    We are unable to calculate into the shipping any duties or taxes that may be imposed once it arrives to you. These are the customer's responsibility to pay.

    Please check to see if we have an international Retailer closer to you in order to save on shipping, duties and taxes!

Subscriptions

• How to sign up for a subscriptions?

  • *The Subscribe + Save option will be temporarily unavailable during our Black Friday Sale. While we will not be accepting new subscription orders, existing subscribers will still have their orders processed as usual. Please note that no additional discounts can be applied to existing subscription orders.*

    Outside of the 11/28-12/2:

    All 8 oz shampoo and conditioner and Deep Magic Hair + Scalp Serum are available as subscriptions.

    Here are all the items available for subscriptions, here. Check the box "subscribe + save", select your frequency and add to cart. Add as many items as you'd like as subscription items. Shipping will be waived automatically on orders $60+ (for shipping within contiguous USA + to physical addresses).

    Once your order is confirmed, you have signed up for a subscription. To review or modify your subscription at any time, you can do so by creating an account here.

• Create An Account

  • To log into your subscription account, you must first create an account. Be sure to use the same email you used at check out.

    Then login and click "Manage Subscriptions". If you are on a desktop, you will see it on the right side of your screen underneath your address. If you are on a phone, you will need to scroll down past your order history. It will be at the bottom of the page.

• Member Login

  • First, make sure you have already Created An Account. If you have, login to your account here.

    Alternatively, you can access your account using the customer portal direct link. This link is normally sent in your Subscription Confirmation email and your Upcoming Order email.

• Trouble Logging In?

  • You'll need to create your account, click HERE. Be sure to use the same email you used to sign up for the subscription.

    Once you are logged in, you will be able to manage your subscriptions from there.

    If you want to get immediate access without setting up an account, you can click HERE. You will be emailed a link.

• Free Shipping on Subscriptions

  • Shipping is free on subscription orders of $60 or more within the contiguous USA.

    If you experience any issues during checkout, please contact us : hi@underluna.com

• Subscription Frequency

  • Sign up for a subscription and choose the frequency that works for you : every 30, 60, or 90 days.

    We ask all subscribers to commit to a minimum of 2 billing cycles.
    
    Have a subscription and want to adjust the frequency? Sign into your subscription portal, click on the item you want to adjust, scroll down to the frequency, click the drop down and select the frequency you wish!

• Update your billing info or email

  • See the payment methods tab, you'll find the current method of payment along with the current billing address. The billing address can be updated here (not the shipping address). 

    To update your payment method, visit the Subscriptions tab and edit your existing subscription. This is also where you can adjust the email on file for that subscription. 

    Note: If you signed up using PayPal and want to change your payment method in PayPal, you may be able to edit the payment method in your PayPal settings.

• Update or add a new shipping address

  • Log into your account and visit the Shipping addresses tab.

    Select the shipping address you want to update or click Add new shipping address to enter a new address.

• Skip a delivery

  • Log into your account and visit the Delivery Schedule tab to see all upcoming deliveries for your subscriptions.

    Click Skip next to the delivery you would like to skip. If you want to unskip a delivery, click Unskip next to the order.

• Add or swap a product in your subscription

  • Log into your Subscription Account.

    1. On the Subscriptions tab, click Add a product.
    2. Select the item to be added and review the product, billing and address details.
    3. Click Add product to confirm.

    If you want to swap an existing subscription item for a new one. ie. you've been receiving Warrior Shampoo but would like to receive Tulsi Bloom Shampoo in this next shipment?
    
    It's easy.

    Once logged in, click "Manage Subscription". Click "Manage This Subscription" for the product you want to swap out.
    
    Scroll down to where it says "Swap this for a different product" and select the item you'd like!

• Edit your next order date

  • Login to your customer portal to adjust the order date:

    1. Click Subscriptions and then click on Edit. 
    2. You will be taken to a page where you can edit the next order date for your subscription. 
    3. Once you select the new charge date you can click on the Update next shipment date.

• Multiple Subscriptions? Instructions on how to update items so they all ship together.

  • First Log In, then click Manage Your Subscriptions. It will list all Active Subscriptions on your account.
    
    To review and adjust your items, click "Manage This Subscription" under the item you want to review. From there, you can adjust the processing date and frequency if that also needs to be adjusted.

    To make sure you are receiving the items you'd like in your next order, select "View Upcoming Order" to see a draft of your next order.

    If you need any assistance, please reach out to hi@underluna.com

• Cancel a subscription

  • As a courtesy we ask all subscribers to commit to a minimum of 2 billing cycles. If you need to cancel you can do so by logging into your account here or email hi@underluna.com

    We reserve the right to cancel or discontinue our subscription service at any time.  In the event that we do have to cancel a subscription, you will be notified and you will receive no further charges to your account.

Route Protection Plan

• What is Route?

  • 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.

• Where is my order?

  • 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 foriOSorAndroidto visually track your package and receive real-time notifications on its estimated delivery.

• How does Route work?

  • 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.

• How does Route process refunds or reorders?

  • 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.

• When should I file a claim?

  • 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.

• What if my order never arrives, is lost or stolen?

  • 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.

• How do I file a claim for my lost, damaged, or stolen order?

  • 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.

• What are Route’s Terms and Conditions?

  • Route’s terms and conditions are listed here.