FAQ’s

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Contact

I want to be a part of your ambassador program, how do I join?
Thanks for spreading the word about SILKUP! If you wish to join our ambassadors, please click here to join our team.
I want to get in touch – how can I contact you?
Please complete the contact form and we will aim to get back to you in 24 hours.
I’m a press member, how can I get in touch?
Please complete the contact form here

General

What are your Christmas delivery dates?

To ensure your order arrives for Christmas please note the following dates:

Standard Free Delivery (UK) – Christmas – 19th December

Express Delivery (UK) – 23rd December

Standard Free Delivery (Rest of the World) – 9th December

Express Delivery (Rest of the World) – 12th December

Where are your products made?
Our products are made in the silk district of Shanghai, China.
What is a momme?
A momme is a unit used to describe the weight of silk. The higher the count, the heavier the fabric, which means that a greater amount of silk was used in the production process.
Do you offer gift wrapping?
We currently do not offer gift wrapping, however, your product will come in a beautiful presentation box, perfect for giving as a gift.
Can I send this as a gift?
Yes, our shipping note does not contain any pricing information, so this would make a great gift.
Is your packaging recyclable?
All of our packaging is recyclable, and when you decide to replace your product, these are also recyclable at your local textile/clothing recycling point
The product I would like is out of stock. Can you tell me when it will be back in stock?
Please click the “join the waiting list” button underneath the product and we will email you when your product comes back in stock.

Luna

Will hair products damage my Luna?
We wouldn’t recommend adding any wet styling products to your hair immediately before wearing your Luna such as creams, oils, or deep conditioning products as they can compromise the fabric.
Can men wear Luna?
Absolutely. If you have hair on your head, you can use our product. 
Can I wear my Luna with my hair wet?
Your hair should be at least 80% dry before using your Luna.
Is Luna safe for chemotherapy patients?
Yes, absolutely. Your Luna will help to protect the regrowth of your hair against the friction from cotton after undergoing treatment.
How often should I replace my Luna?
How long your Luna will last vary depending on how often you wear it and how you take care of it. We would recommend replacing your Luna every 9 months to see the best results continuously.
Can I wash my Luna?
You can hand wash your Luna hair wrap in cold water using a PH neutral detergent. Click here for more details.
Does Luna work for hair extensions?
Luna is the perfect solution for prolonging the life of your hair extensions.
Do I need to tie my hair up before putting on my Luna?
You may find that if you have very long hair you may prefer to loosely chignon your hair into the wrap. Additionally, if you have very long braids or locs you may find it easier to fit Luna over your hair if you gently secure it either with a braid/loc or a very loose band.
What is my Luna made from?
Luna is made from 100% pure 22m silk. The jersey band is constructed of high-grade 140gm Jersey silk to allow for stretch over your hair.
How soon will I see the results from my Luna?
This all depends on the condition of your hair. It can take a few weeks to see a noticeable difference, but from the first night, you will notice a difference in how long it takes to style your hair the next morning.
How do I wear my Luna?
Please click here for more information on how to wear your Luna.

Payments

What methods of payment do you accept?

We accept major debit and credit cards, Google pay and Apple pay.

My promo code isn’t working

Please email us at office@silkup.com with your discount code info and we will help.

Is my payment information secure?
Yes, we take security very seriously.


Your payment card information is collected on a secure HTTPS web page using SSL.
We use credit card processing firms that are fully PCI-DSS compliant, which means they meet all industry standards for cardholder security.

We never store your credit card number or your security code (CVV code). We only store a payment “token” (an order number generated by the processor), which allows us to charge your card automatically for auto-renewing subscriptions, or to look up your payment transaction without having your card details.

Pillowcase

What is my pillowcase made from?

Our silk pillowcases are made with 100% mulberry silk.

How soon will I see the results from my pillowcase?

It can take a few weeks to see a noticeable difference, but from the first night, you will notice a difference in how long it takes to style your hair the next morning, and your skin will feel softer and smoother.

How do I wash my pillowcase?

Hand wash cold at no higher than 30 degrees, or on a cold no spin cycle. Use a PH-neutral detergent. Do not bleach, and hang to dry out of direct sunlight.

What is the difference between a silk and satin pillowcase?

Silk and satin are two very different materials. Satin is a weave of a fabric and is commonly used to describe polyester fabrics. To find out more about the differences click here.

What size are your pillowcases?

Our Pillowcases are 50x76cm, designed to fit a standard international/queen size pillow.

Are your pillowcases recyclable?

Silk is recyclable at most textile recycling points. As silk is a biodegradable material, it can also be put on your compost – just remember to remove the zipper first

Why sleep on a silk pillowcase instead of cotton?

Cotton pillowcases can tug and pull on your hair and skin, which causes friction leading to bedhead and can stretch your skin making wrinkles look more prominent. Silk is the perfect choice for sleeping on as an overnight beauty treatment for your hair and skin – click here to find out more.

Can I sleep on my pillowcase with wet hair?

As with our Luna, we would recommend your hair be at least 80% dry before sleeping on your pillowcase.

Can I use my silk hair wrap and a silk pillowcase?

Absolutely! Combining using your silk hair wrap and your silk pillowcase will give optimum results for your hair and skin.

Shipping and Returns

What are your Christmas delivery dates?

To ensure your order arrives for Christmas please note the following dates:

Standard Free Delivery (UK) – Christmas – 19th December

Express Delivery (UK) – 23rd December

Standard Free Delivery (Rest of the World) – 9th December

Express Delivery (Rest of the World) – 12th December

Can I cancel my order?

You can cancel an order up to and including the 14th day after the delivery. You will need to contact us and let us know that you wish to cancel your order. You can contact us here to do this. Please send back your items no later than 14 days after telling us you wish to cancel. Please take care of the items and make sure that the item is returned in brand new, perfect, labelled condition. If you return all the items in a re-saleable order, we’ll refund the cost of the returned items plus the delivery charge paid.

How long will it take to receive my Luna?
Standard Delivery (UK) 5-7 working days
Express Delivery (UK) 2-5 working days

Standard International – 7-15 working days depending on location
Express International – 5-8 working days depending on location
Do you ship internationally?
Yes – we currently ship worldwide. Please note delivery times will vary depending on your location.
My item hasn’t arrived – help!
If you have not received your order within 21 working days please contact us so we can help trace this for you.
I’m not happy with my purchase – can I return it?
If you are not happy with your purchase, please return it in its original packaging with labels intact within 30 days for a refund. Refunds will be made using the same method of payment that you paid for your goods with. Any returns received after this time will be an account credit.

Goods that are being exchanged or are unwanted must be returned in a re-saleable condition and any labels must be intact. Extra care must be taken when trying on your Luna, please ensure that you are not wearing any makeup, hair product or fragrance that may leave a scent or mark. SILKUP reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged by the consumer in any way. This does not affect your statutory rights.
I received the wrong Item, what do I do?
If you received the wrong item to what you have ordered, please let us know straight away using the contact form here, and we will exchange this for you. Please return the item to us in its original packaging via recorded mail and on receipt of this, we will send you a replacement.
My Item is damaged/faulty – can you replace it?

If your Luna arrives in anything less than perfect working order, please contact us straight away so we can arrange for a refund or an exchange. Goods must be returned to us along with proof of purchase within 30 days.

Please ensure that you provide transaction details with all returns as we can not trace returns without this information. For peace of mind, we would recommend that you send your item back safely via recorded post or obtain proof of posting, and keep this in a safe place for your records.

Sizing

Which size is right for me?
Hair comes in all lengths, widths, styles, sizes. Curls, Braids, Straight, Wavy, Kinky, Afro, pixie cuts to Rapunzel-worthy lengths. We don’t want to put you all in the same box. We wanted to be sure everyone can wear Luna, so we designed two sizes.

Use the chart below to match your hair length and type to determine which Luna is the right fit for you.


If you have any questions about which size you should purchase, please contact us with a photo of your hair and we will help you choose the correct size.
luna-size-chart
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