We are always here to help.
We are pleased to accommodate returns and exchanges within 60 days on all sets that have not been opened, worn, or tampered with. Good news is that all full sets of Luxy Hair extensions come with a tester weft in the bottom compartment of the rectangular box or the top compartment of the circular box. You can take out this piece to determine if the color is a good match.
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.
Here are some FAQ in regards to our exchange policy:
What is the exchange period?
Do I have to pay for the shipping of my exchange?
May I exchange my Luxy Hair extensions without contacting you or getting an RMA?
When will I receive my new exchange?
Why are Luxy Hair extensions non-exchangeable if opened?
How may I contact you?
How do I know if the shade is a good match without opening the box?
Will I be refunded my express shipping cost?
How can I exchange my extensions?
Can I exchange my Volumizer weft?
1. What is the exchange period?
We will provide an exchange on unopened hair extensions within 60 days of the date that you receive your hair extensions.
2. Do I have to pay for the shipping of my exchange?
We offer free return and exchange shipping for all U.S. orders. If you are located internationally (outside of the U.S.) you will be responsible for your own return shipping costs.
You must contact us prior to sending your exchange, 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 exchange. Please note that exchanges for merchandise returned without contacting us cannot be guaranteed.
4. When will I receive my new exchange?
We will send you the different color hair extensions after we have received, inspected and confirmed that the returned hair extensions were not opened. All customers must contact us after sending the package back and provide us with the tracking information of the set being returned, 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. For more shipping details, please click here.
5. Why are Luxy Hair extensions non-exchangeable if opened?
Human hair extensions are considered a hygienic product. We take matters of hygiene and public safety seriously and do not allow opened items to be returned or exchanged for the safety of all our customers. We are not alone - other hair extensions suppliers do not allow returns or exchanges of opened items for the same reasons.
You may contact us by e-mail at email@example.com. The Luxy Hair Support team operates seven days a week, 24 hours a day. We always guarantee a response within 24 hours and will be happy to help you!
7. How do I know if the shade is a good match without opening the box?
We understand that it can be hard determining your ideal Luxy color match from your computer screen. Good news is that all full sets of Luxy Hair extensions come with a tester weft in the bottom compartment of the rectangular box or the top compartment of the circular box. You can take out this piece to determine if the color is a good match.
8. Will I be refunded my express shipping cost?
No. We provide free standard shipping for all orders, however, any express shipping costs will not be refunded.
9. How can I exchange my extensions?
We're sorry to hear your Luxies were not a good match!
Please e-mail us at firstname.lastname@example.org with your order number and the following information, and we'll be happy to provide you with our return address.
1. If you agree to our return policy and guarantee that the item has not been opened and taken out of its security seal, please copy/paste the following statement when emailing us:
"I, (insert your full name), agree to the Luxy Hair return 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 not receive my opened item back."
2. 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.
10. Can I exchange my Volumizer weft?
We are happy to accommodate a return or exchange on any unopened Volumizer wefts within 60 days of purchase. To initiate your exchange, please reach out to our Customer Service team at email@example.com.
Kindly note, if the security seals on your box have been opened or tampered with, we will not be able to accept your product back for an exchange due to hygienic reasons.
Should you have any other questions, feel free to e-mail us at firstname.lastname@example.org. We're here to help!