My tracking information shows that the courier attempted to deliver my order. What do I do?
Your package may or may not require a signature upon delivery. Most packages are delivered to the mailbox or front door of the address provided to us at check-out, however, it is up to the courier to decide if the package is safe being left in the open. If they deem it unsafe, they will hold on to the order. In most cases, the courier will leave a delivery notice at your address to let you know if and when they will reattempt delivery. If you are unable to locate a delivery notice at your address, we encourage you to reach out to the courier directly with your full name and shipping address for more information.
Courier Phone Numbers
| Courier | Phone | Get Human Instructions |
|---|---|---|
| USPS | 1-800-275-8777 | Press 0, then 0, then press 5, then 5, then 2 |
| UPS | 1-800-742-5877 | Press 0 at each prompt, ignoring messages |
| DHL Express | Varies by country | Click here for customer support |
Help Topics
Questions answered by specific topic.
Choosing Your Perfect Luxy Set
- How do I choose the right color of Highlights extensions?
- How do I choose between clip-in and Halo extensions?
- How do I choose the right color of black extensions?
- What is the difference between Classic and Seamless hair extensions?
- What lengths do you offer, and what do they look like on?
About Hair Extensions And Suitability
- Do I need to have highlights in my hair to wear the Highlights collection?
- I have short hair. Can I wear the Highlights collection?
- What weight does the Highlights Collection come in?
- How do I use the Halo Volume Bundle with short hair?
- What is the difference between the Highlight & Balayage collections?
Hair Extension Usage and Care
- How do I care for my extensions?
- Do I need to wash my extensions before I wear them?
- How do you prevent tangling/matting and reduce shedding?
- Can I cut the Balayage extensions shorter?
- Can I bleach my human hair extensions?
Halo Hair Extensions
- Can you sleep in Halo extensions?
- Can you wash Halo hair extensions?
- How long do Halo hair extensions last?
- How do I use the Halo Volume Bundle with short hair?
- Can I do ponytails/updos using Halo Extensions?
Clip-In Bangs
- How long are the Clip-In Bangs?
- Will Clip-In Bangs show or be obvious to others?
- Do Clip-in Bangs come with free shipping?
- Can I wash and heat style Clip-In Bangs?
- Are Clip-In Bangs made from human hair?
Luxy Hair Accessories
- What are the Limited Edition Luxy Hair Clips?
- Will the gold exterior on the Deluxe Styler rust if I place wet extensions on it?
- Will the Deluxe Styler damage my Luxies in any way?
- Are there any care instructions for the Deluxe Styler?
- Is the Deluxe Styler final sale since it is an accessory?
Shipping and Delivery
- Backorders
- Tracking Your Order
- Shipping Estimates
- My tracking information says that my order was delivered to agent. What do I do?
- My tracking information shows that the courier attempted to deliver my order. What do I do?
Return and Exchange Policy
- Can I exchange or return my Accessory?
- Do I have to pay for the shipping of my return or exchange?
- When will I receive my new exchange?
- When will I receive my refund?
- How do I initiate a return or exchange?
Order Changes and Requests
- Why haven't I received a confirmation email?
- I'm not happy with my purchase. Can you help?
- I got an e-mail saying that I have to verify my order details - what does that mean?
- How can I upgrade my shipping?
- How do I change my shipping address?
Payment and Pricing
- What if I don't have a credit card?
- Do you offer wholesale packages/pricing?
- How much are Luxy Hair extensions?
- What methods of payment do you accept?
- Why did I get charged an extra fee of $1-$10?