Yes, as we provide free standard shipping on all orders, customers wishing to return or exchange their set will be responsible for all return shipping costs. We recommend that you send your return with a tracking option, because Luxy Hair will not be responsible for lost packages.
Note: please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.
You must contact us prior to sending your return, as the return address may be different from the address your order was originally shipped from. Also, the RMA facilitates tracking of your returned product and expedites your refund.
Please note that refunds for merchandise returned without contacting us cannot be guaranteed.
We will send you the different color/weight hair extensions after we have received, inspected and confirmed that the returned hair extensions were not opened.
To initiate an exchange, please email our team at firstname.lastname@example.org with your order number and the set you'd like to exchange to, and we'll be happy to help.
All customers must contact us after sending the package back and provide us with the tracking information of the set being sent back, in order for us to place the order for your exchange.
It takes 1-2 business days to process all orders from the moment we place it in our system. U.S. orders take 3-7 business days to be delivered with standard free shipping, and international orders may take anywhere from 2-10 business days. For more shipping details, please click here.
A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned hair extensions were not opened.
If you are located in the U.S. and need to initiate a return, please click here.
All international (outside of the U.S.) customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.
Some financial institutions can take up to 3-5 business days or longer to process the refund. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.
We're sorry to hear your Luxies were not a good match!
In order to initiate a return or exchange, please e-mail email@example.com with your order number and the following information, and we'll be happy to provide you with our return address and an RMA label if you qualify for a return.
1. Please read about our refund policy here or our exchange policy here.
2. If you agree to our refund/exchange policy and guarantee that the item has not been opened and taken out of its security seal, please e-mail us and copy/paste the following statement:
"I, (insert your full name), agree to the Luxy Hair refund/exchange policy and understand if Luxy Hair finds that the item has been opened and taken out of its security seal, I will not receive a refund, and I will have to pay the needed shipping fees in order to get my opened item back."
3. Please take 4-5 photos of your set as shown in the attached images. Kindly refer to the instructions that apply to the type of box you received.
Also, if you have any feedback as to why you are returning your set - we'd love to hear it! Customer feedback is what helps our company learn and grow.
Human hair extensions are considered to be a hygienic product by law. We take matters of hygiene and public safety very seriously and do not allow opened items to be returned for the safety of all our customers.
We are not alone - other hair extensions suppliers do not allow returns of opened items for the same reasons.
This is also why we offer a sample weft located in the bottom compartment of the box, so that you can determine whether or not the shade and texture is the right match for you, before having to fully commit to the set. If you are unsure what your ideal Luxy color match is, please e-mail our Support team at firstname.lastname@example.org with some images of your hair taken in natural lighting like the image below - we'll be happy to help!
We will provide a full refund or exchange on unopened hair extensions within 60 days of the date that you receive your Luxy Hair extensions.
Yes! We are happy to accept your set back for an exchange or refund within 60 days, as long as it has not been opened, worn, or tampered with. You may take out the card the tester weft is attached to (but not the golden tie) to check the color and quality, but the main compartment must remain sealed in order to be eligible for an exchange or return.
Please read about our Return Policy and our Exchange Policy. Please e-mail email@example.com when you are ready to proceed with your return or exchange.
Questions answered by specific topic.
If you still have any questions, please email us at firstname.lastname@example.org
We respond to every email within 24 hours! We will be happy to help you.