We are always here to help.
We are pleased to accommodate returns and exchanges within 60 days on all full 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.
Exchanges are easy.
Need another shade? Our exchange process is quick and easy. Ship out your current set of Luxies and provide us tracking, and we’ll get you set up with a new order right away.
To begin the exchange process, simply follow our directions here and email firstname.lastname@example.org. Our team will respond back to you within a few hours.
If you’re not sure which shade to go with, include a photo of your hair taken in natural lighting when you email in and we’ll be happy to color match you!
How long will it take to receive my new order?
Follow these 3 simple exchange steps, and we’ll get your new order set up.
Email in to email@example.com with our exchange instructions.
- We’ll provide you with our return shipping address + your return authorization number.
- You ship your package out, and email us back with your tracking number.
We’ll then set up your new order, and you’ll be good to go!
I'm debating between 2 shades - what should I do?
We are happy to offer complimentary sample swatches to our customers based in Canada and the U.S. - you only pay a flat rate fee of $10 USD to cover shipping. Use this sample swatch to see how it compares to the set you have, so you can feel confident about your exchange.
Or, you’re welcome to send firstname.lastname@example.org a photo of your hair taken in natural lighting and we’ll be happy to color match you.
How do I return my order?
If you’re located in the United States, you may initiate a return here. Our returns centre will walk you through step-by-step on how to return your item.
Please follow our return instructions here. Once we receive photos of your set and your return statement to email@example.com, we’ll send over your return authorization number and our return shipping address.
Return & Exchange FAQ
Do I have to pay for the shipping of my return/exchange?
Yes, all customers are responsible for their own return shipping costs for any returns or exchanges. We recommend that you send your package with tracking included as we cannot take responsibility for lost returns.
Can I get help finding a better match?
We're happy to help you find a better match. Please email our team at firstname.lastname@example.org with the following photos:
- A photo of your hair in natural lighting where we can see it fully
- A photo of your hair in comparison to the tester weft (natural lighting)
When will I receive my refund?
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. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.
Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.
How may I contact you?
You may contact us by email at email@example.com. The Luxy Hair support team operates 7 days a week, 24 hours a day. We always guarantee a response within 24 hours and will be happy to help you!
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.
Will I be refunded my express shipping cost?
No. Express shipping costs are non-refundable.