Contact Us


We are here to help and will respond to your e-mail within 24 hours. We reply to every message we receive.   

Before e-mailing us, please review our Frequently Asked Questions below before contacting us as it probably has the answer to your question. 

All Customer Inquiries: info@luxyhair.com 
____________________________________________________________________________________________________________________________

Frequently Asked Questions

We encourage you to watch our Luxy Hair Extensions 101 video which goes over many of the questions you might have. 
All other frequently asked questions are below.

About Hair Extensions & Suitability

  1. What is the difference between 120g & 160g extensions?
  2. What are Clip-In Hair Extensions?
  3. What quality should I look for when buying hair extensions?
  4. What is Remy Human Hair?
  5. What is the difference between synthetic and human hair extensions?
  6. How long do the extensions take to put in?
  7. How long does my own hair need to be to use clip in extensions?
  8. How long do Luxy Hair Extensions last?

Hair Extension Usage & Care

  1. Who can wear hair extensions?
  2. How often should I wash my Luxy clip-in hair extensions?
  3. When should hair extensions be worn?
  4. How do you put in clip-in hair extensions?
  5. Can I color Luxy clip-in hair extensions?
  6. Can I bleach Luxy clip-hair extensions?
  7. Can I straighten hair extensions?
  8. Can I swim with hair extensions?
  9. Can I wear Luxy Hair extensions to the beach or pool? Will they get ruined if they get wet?
  10. Can I sleep wearing Luxy clip-in hair extensions?
  11. What products can be used on hair extensions?
  12. How do I wash the Clip-In Hair Extensions?
  13. What’s the best way to store Clip-In Hair Extensions?
  14. Is it normal for some hair dye to bleed when I wash my Luxy Hair Extensions?

Buying Hair Extensions Online

  1. What’s the best way to buy hair extensions online?
  2. What forms of payment do you accept?
  3. What is your refund and exchange policy?
  4. Do you ship internationally?
  5. Why did I get charged customs fees/taxes when I received my package?(
  6. How long does shipping usually take?
  7. My payment is not going through?
  8. Can you change my address, something is wrong?
  9. Why did I get charged an extra International Transaction Fee ($3-5)?

Refund Policy

  1. Do You Have a Return Policy or Exchange Policy?
  2. May I Return My Order?
  3. Why are Luxy Hair Extensions Non-Returnable if opened?
  4. How Do I Make a Return?
  5. Do I have to pay for the shipping of my return?
  6. When will I receive my refund?
  7. What is the return period?
  8. May I Return Luxy Hair Extensions without contacting you or getting an RMA?
  9. How may I contact you?

Exchange Policy

  1. Do You Have an Exchange Policy?
  2. May I Exchange My Order?
  3. Why are Luxy Hair Extensions Non-Exchangeable if opened?
  4. How Can I exchange my hair extensions to the right color?
  5. Do I have to pay for the shipping of my exchange?
  6. When will I receive my exchange?
  7. What is the exchange period?
  8. May I Exchange Luxy Hair Extensions without contacting you or getting an RMA?
  9. How may I contact you?

About Hair Extensions & Suitability

  1. What is the difference between 120g & 160g extensions?

    The difference is only the weight. All of our extensions are made of the same high quality grade 100% Remy Human Hair. If your hair is fine to medium and/or you are looking for length and some volume then our 120 grams set is more suitable for you, this amount of hair is suited to finer hair as it will certainly be all the hair you need to get your desired volume & length. If, however, your hair is thick or you are looking for lots volume as well as length we recommend our 160 grams set, which provides even more hair. It will blend in with naturally thick hair and create lots of volume for all hair types.

  2. What are Clip-In Hair Extensions?

    Clip-In Hair Extensions is a quick, temporary “Do It Yourself” approach to hair extension system with no long-term bonding. Clip-In Hair Extensions are easily affixed and can be perfectly matched and blended with your own hair. Hair extensions are used to extend the length of hair, provide volume, or add highlights to your natural hair. All Clip-In hair extensions come in one or multiple pieces (wefts) of varying widths. These extensions can be clipped-in or out in minutes and are practically invisible. Clip-In Hair Extensions are by far the fastest and most affordable way to enhance the look of your hair without breaking the bank or damaging your natural hair.

  3. What quality should I look for when buying hair extensions?

    Remy Human Hair Extensions — Remy hair is produced using only the finest quality of human hair available. Our Remy hair is 100% cuticle correct (root to tip) and has been processed leaving the cuticle intact to prolong the life of the hair. Silky and resistant to tangling, Remy hair is an excellent choice when shopping for hair extensions.

  4. What is Remy Human Hair?

    Remy Human Hair is the highest grade of real, human hair that is a preferred choice for hair extensions, hairpieces and wigs, because it achieves the most natural look. So what does Remy Human Hair mean?

    Remy Hair is considered to be the finest quality of human hair because the cuticles are kept intact and not stripped, like in most other non-Remy hair extensions. Preserving the hairs’ cuticles and aligning them in a unidirectional fashion creates extensions that are completely natural in appearance. This process ensures that the hair remains super soft, shiny, silky and completely tangle-free throughout its lifetime.

    Luxy Clip In Hair Extensions use only the finest quality Remy Human Hair, which means that the hair has been carefully sorted after collecting from the hair donor to ensure all the cuticles are of the same length. It is by far the best quality of Clip In Human Hair Extensions on the market because of the care that is required and the time it takes to sort the hair so meticulously.

  5. What is the difference between synthetic and human hair extensions?

    Hair extensions made from human hair can be dyed, heated (curled or straightened), styled, washed, and treated like your own natural hair. Hair extensions made from synthetic hair are sensitive to the sun, don’t last as long as human hair, are difficult to style, and cannot blend in as well with your real hair. Expect to pay anywhere from $60-$85 for Synthetic hair extensions, and anywhere from $100-$500 for human hair extensions.

  6. How long do the extensions take to put in?

    Like mentioned above, the extensions clip in with little snap-on clips with combs on that are invisible once you’ve got them in. With practice, they should take less than 5 minutes to put in & about 60 seconds to take out! Detailed video tutorial on How to Clip-In Hair Extensions can be found here.

  7. How long does my own hair need to be to use clip in extensions?

    Different companies suggest different lengths, but we find that for best results your hair should be about 6 inches in length for the extensions to blend in seamlessly.

  8. How long do Luxy Hair Extensions last?

    The lifespan of Luxy hair extensions is determined by how well they are taken care of. Usually lifespan of our hair extensions is 4 months to a year depending on how often they are worn and how well they are taken care of.

Hair Extension Usage & Care

  1. Who can wear hair extensions?

    Anybody who wants to enhance the length, volume and overall appearance of their own hair can wear hair extensions. Hair extensions are safe for men, women, and children. Hair Extensions is a fabulous choice for women who want to dress up and have fun: the clip-in hair extensions, which are easy to remove and easy to change, are the best option.

  2. How often should I wash my Luxy Hair Extensions?

    Luxy Hair should be washed every 10-20 wears or when there is too much built up of products and they become unmanageable to style.

  3. Do Luxy clip-in hair extensions experience shedding

    As with any clip-in hair extensions, Luxy Hair Extensions will have some normal and expected hair-fallout, especially when you first receive and start using your hair extensions. Some hair fallout will continue throughout the entire lifespan of your clip-in hair extensions, which is an expected occurrence, since clip-in hair extensions are a temporary solution to long hair. You can minimize shedding/hair-fallout, by maintaining your hair extensions with utmost care, and gently brushing them before and after each use. /p>

  4. When should hair extensions be worn?

    Hair extensions can be worn whenever and wherever you want! Clip-In Hair Extensions are an excellent choice for any formal occasion and regular every day use. Wearing hair extensions can easily reduce every-day hair maintenance, enhance the look of your hair and improve the overall appearance, which in turn will increase your confidence level. Clip-In Hair Extensions should not be worn while swimming or taking a shower, as this might ruin them a lot faster.

  5. How do you put in clip in hair extensions?

    The extensions securely attach to your hair with small clips that were sewn onto the hair extensions that clip & “hide” right under your own hair by small snap-on clips. The clips we use on all of our extensions are perfectly sized high quality clips with a silicone insert that ensures a tight grip and prevents them from slipping. Best part is that once fitted you will not be able to see or feel the clips because they are extremely light in comparison with most other brands.

    You can also watch our YouTube tutorial video on How to Clip in Luxy Hair Extension

  6. Can I color hair extensions?

    Since Luxy clip-in hair extensions are made from human hair they may be colored. We suggest to get them colored by a professional if you’re unsure of how to do it yourself. We would advise you to test the color on a single weft to make sure the resulting shade is what you anticipate. We also recommend using a semi-permanent color as it is much more gentle on hair extensions. NOTE: Coloring is a damaging process and will alter the quality of your hair extensions. We also do NOT recommend anyone to bleach their hair extensions.

  7. Can I bleach Luxy clip-hair extensions?

    Although many of our customers have successfully bleached their hair extensions, we do NOT recommend Luxy Hair Extensions to be bleached. Bleaching is a very damaging process and will alter the quality of your hair extensions.

  8. Can I straighten hair extensions?

    Yes. You can straighten, blow-dry, curl, and style human hair extensions, just as you would your own hair.

  9. Can I swim with hair extensions?

    Although other brands advertise that it is ok to swim with hair extensions, we at Luxy Hair do not advice you to wear your clip-in hair extensions while swimming or taking a shower, as it will tangle and damage your own hair as well as the extensions.

  10. Can I wear Luxy Hair extensions to the beach or pool? Will they get ruined if they get wet?

    You can definitely wear Luxy hair extensions to the beach or by the pool ; however we wouldn't recommend getting in the water with them. (unless you have your hair up and won’t get it wet) Luxy Hair extensions are made from real human hair, so they won't get ruined if they get wet, however when wet, they might get tangled with your own hair and that would be damaging to both your hair and the extensions.

  11. Can I sleep wearing Luxy clip-in hair extensions

    No, we do not recommend to wear your clip-in hair extensions while sleeping, as this can cause severe tangling with both your hair and the extensions, and can potentially ruin the extensions.

  12. What products can be used on hair extensions?

    Choose high quality products specifically formulated for dry and damaged hair, as they will keep the strands healthy and nourished. Heat protectant sprays, serums and any other leave-in conditioners or treatments are also highly beneficial and will prolong the lifespan of your Luxy Hair Extensions.

  13. How do I wash the Clip-In Hair Extensions?

    You can wash them as you would your own hair. Always use Shampoo first and then apply a generous amount of conditioner from top to bottom. We also recommend using hair treatments on them every few weeks, since the hair is not attached to your scalp it is not receiving all the essential oils it should be. Using hair treatments/masks will help keep them looking healthier and nourished a lot longer! Depending on how often you wear your hair extensions, and how much styling products you use, you will find that you won’t need to wash your extensions too often, about every 2-3 weeks. Best way to dry your hair extensions, is to lay them flat on a clean towel and let them air-dry.

    You can also watch our YouTube tutorial video on How to Wash Luxy Hair Extensions

  14. What’s the best way to store Clip-In Hair Extensions?

    For best appearance, clip-in hair extensions should be stored away when completely dry. Lay them in a flat position in plastic bags, or an airtight container, like a shoe box for instance, and store away from direct sunlight, preferably in a dark place, like a closet shelf, cabinet or dresser drawers.

    You can also watch our YouTube tutorial video on How To: Care & Store Luxy Hair Extensions

  15. Is it normal for some hair dye to bleed when I wash my Luxy Hair Extensions?

    Luxy clip-in hair extensions have been freshly colored prior to being packaged. Hair color dyes might bleed the first few times you wash your hair extensions. This is completely normal as it is a hair dye residue from the dyeing process. The hair will not fade significantly. We recommend using a color-safe, sulfate-free shampoo and conditioner to help the hair color stay vibrant and last longer.

Buying Hair Extensions Online

  1. What’s the best way to buy hair extensions online?

    There is so much choice when deciding what hair extensions to buy, that it can be overwhelming when making a decision on the best product for you. To keep things simple and to help you make the right decision, consider the following:

    1. Colour Choice – Choosing your right shade is important, so take the time to review our color chart and select the closest color to your own hair. Remember that if you have a unique hair color that is not in our color chart, that you can always dye your clip-in hair extensions to match your own hair perfectly. If you decide to go for this option, select an extension colour that is lighter than the final color required. You can then dye the extensions to the required darker shade: lightening hair extensions is harsher on the hair and will potentially cause more damage.

    2. Hair Quality – This is one of the most important considerations when purchasing human hair extensions. Hair quality varies greatly, with the best lasting 12 months and poor quality lasting as little as a few weeks. Firstly, make sure that you are buying Remy Human Hair. Which simply means that all the hair has been arranged so that all the cuticles are facing the same direction. By using this product, the hair is much less likely to tangle than non-remy hair. Non-remy hair will quickly tangle, becoming matted and unmanageable, resulting in money wasted.

    3. Use – You have to decide what you are getting the extensions for and if it will suit your lifestyle. If you want extensions for a school formal, wedding or any other fancy occasion, or simply want to enhance the length and volume of your hair on day to day basis, then clip-in extensions are the best option for you. Like discussed earlier, they can be clipped-in and out in minutes, are a much cheaper solution than adding permanent ones, and also do not cause any damage to your natural hair, unlike the permanent hair extension systems.

    4. Quantity – If you natural hair is fine and long, then we recommend getting extensions with less hair, which would be our 120 grams set, as this is a suitable option to create more of a natural look. If however, your natural hair is thick and short, then our 160 grams set is an ideal option to add volume and length and enhance your natural hair. Stunning hair with lots of volume is within your reach!

  2. What forms of payment do you accept?

    Luxy Hair Extensions accepts the following forms of payment:

    • Visa
    • Matercard
    • American Express (Accepted only though PayPal Checkout)

    For your convenience, we also accept PayPal Payments.

    All Credit Card and PayPal Payments are processed through Paypal to ensure privacy and security.

  3. What is your refund and exchange policy?

    Please refer to the "Refunds and Exchanges" section below or visit our separate Refunds Policy page or Exchange Policy page

  4. Do you ship internationally?

    Yes, we offer FREE international shipping on all orders. You can find out more on free shipping here. Recipient of any products shipped outside the United States may also have to pay import duty or other taxes, fees and charges applied by customs or other authorities in the country of receipt. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs authorities.

  5. Why did I get charged customs fees/taxes when I received my package?

    All packages imported to your country may be subject to customs, taxes or other fees. You are responsible for all applicable customs, duties, taxes and fees charged by your government. Please contact your country's customs office for respective charges and rates on package coming outside of your country.

  6. How long does shipping usually take?

    All prices on the website include FREE standard shipping worldwide. Your Luxy Clip In Hair Extensions are shipped out from our warehouse (located in Chicago, USA). Please understand that it takes 24-48 hours to process the order. We do NOT process and ship orders the same day. Please allow up to 2 business days for orders to process (If you order on Monday, your order should ship out on Tuesday or Wednesday). We will email you a tracking number once your order ships.

    Approximate Delivery Times:

    USA: 3-5 business days 

    Ships with USPS First-Class Mail with Delivery Confirmation 

    Additional Shipping Options (Extra Charge):

    When choosing to pay extra for shipping, please understand that it takes 24-48 hours to process the order. We do NOT process and shop orders the same day. Please allow up to 2 business days for orders to process.


    *IMPORTANT: If the item is not delivered in time, please contact USPS (1-800-ASK-USPS). We will NOT refund additional shipping charges if UPS fails to meet their guaranteed shipping times, please choose expedited shipping options at your own discretion. 

    Canada: 7-15 business days

    Ships with USPS Priority Mail International

    International: 10-15 business days

    Ships with USPS Priority Mail International 

    International & Canadian Orders: On very rare occasions international shipping to some countries can take up to 4 weeks. 

    *IMPORTANT: We cannot guarantee that you will or will not be charged any customs taxes or duties. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. This applies only to International and Canadian Orders.

    Tracking Your Order:
    Once your payment has cleared, you will receive an e-mail when your order has been processed (may take up to 48 hours). You will also receive a second e-mail once your order has shipped which will include your tracking number and a link to check the journey of your Luxy Hair Extensions.

    Important Note: If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 24 – 72 hours for the tracking information to show. In some rare case, the tracking may not update but you will still receive your order. Please contact us after the estimated delivery time. 

    Courier Phone Numbers:
    USPS: Call 1-800-ASK-USPS (1-800-275-8777) Press 6 and then 4 for Customer Service
    For International USPS Deliveries call (1-800-222-1811)

    WRONG ADDRESS DISCLAIMER: 
    It is the responsibility of the buyer to make sure that they enter their address correctly. Orders are shipped the next business day and address changes cannot be made after 5 pm on the day of your order. Please double check the address you are entering as we will NOT be responsible for packages that are sent to the wrong address that the buyer has entered.  

    If your order is already processing or has already shipped, we cannot change the address and the only thing we can do is wait to see if the package gets returned back to us. In that case, we will be able to provide you with an exchange or refund.

  7. My payment is not going through?

    At the checkout, make sure that all of your personal information matches the exact information (Name, Address, etc) on your credit card. If some information doesn't match, the transaction will not go through. If you are unsure, please call your credit card company to see the information they have on file. You can also try going through the regular checkout or PayPal checkout to see if the transaction might go through there. If the problem persists, please e-mail us at info@luxyhair.com with the set (color/weight) that you want to order and your address so that we can e-mail you a custom invoice for your order.

  8. Can you change my address, something is wrong?

    It is the responsibility of the buyer to make sure that they enter their address correctly. Orders are shipped the next business day and address changes cannot be made after 5 pm on the day of your order. Please double check the address you are entering as we will NOT be responsible for packages that are sent to the wrong address that the buyer has entered.

    If your order is already processing or has already shipped, we cannot change the address and the only thing we can do is wait to see if the package gets returned back to us. In that case, we will be able to provide you with an exchange or refund.

  9. Why did I get charged an extra International Transaction Fee ($3-5)?

    Luxy Hair is a Canadian operated company based in Toronto, Canada with shipping facilities in the US. If you are ordering outside of Canada, your credit card company or bank might charge you a fee of $3-5 that might even display as if it was charged by Luxy Hair. This fee is not charged by us as it is charged directly by your bank because you are purchasing something outside of the country. We will NOT refund this fee as it is not charged by us and you should contact your bank in regards to this charge.

Refund Policy

  1. Do You Have a Return Policy or Exchange Policy?

    Yes, we are pleased to offer a Return Policy on unopened hair extensions. We find that we have remarkably low return rates and we are proud of the high quality hair extensions that we offer. However, we understand that there may be a case in which you need to return or exchange your order and we are more than happy to accommodate returns and exchanges on hair extensions that have not been opened, worn or tampered with.

  2. May I Return My Order?

    We are more than happy to accommodate returns on hair extensions that have NOT been opened, worn or tampered with.

    You may return your Luxy Hair Extensions order ONLY if they have been unopened and not taken out of the packaging. The Luxy Hair package has two compartments (Main & Test Weft). The Main compartment has a special security sticker and the Test Weft is attached with a golden tie, this must not be removed. These security measures identify if the extensions have been taken out of the package and cannot be returned.

  3. Why are Luxy Hair Extensions Non-Returnable if opened?

    Human hair extensions are considered a hygienic product. We take matters of hygiene and public safety seriously and DO NOT ALLOW open items to be returned for the safety of all of our clients.

    We are not alone; other hair extensions retailers also do not allow returns on opened items for the same reasons.

  4. How Do I Make a Return?

    You must contact us first at (info@luxyhair.com) within the industry leading thirty (30) Day Return Period. We will then issue you a Return Merchandise Authorization (RMA). All Luxy Hair Extensions must be shipped back unopened in its original packaging and the packaging must not be defaced in any way or a return will not be issued. All returns must be accompanied by a copy of your invoice.

    We will then provide you with our return address which is in Chicago, Illinois, where the return items will be inspected to see if you qualify for a return. Opened merchandise will not be refunded. We may request for the return to be sent to our Toronto office.

  5. Do I have to pay for the shipping of my return?

    You are responsible for all return shipping costs and we recommend that you send your return with a tracking number as we won’t be responsible for lost returns.

    Also, please indicate on package “RETURN, NO DUTIES” or your package will be returned back to you.

  6. When will I receive my refund?

    A full refund will be issued to your original payment method after we have received and inspected that the returned hair extensions were not opened.

  7. What is the return period?

    We will provide a full refund on unopened hair extensions within industry leading thirty (30) days of the date that you receive your hair extensions.

  8. May I Return Luxy Hair Extensions without contacting you or getting an RMA?

    No. You must contact us prior to sending your return as our return address is different than where we ship our hair extensions from. Also, the RMA facilitates tracking of your returned product and expedites your refund.
    Please note that refunds for merchandise returned without contacting us will be denied as returns cannot be accepted at our warehouse facility.

  9. How may I contact you?

    You may contact us by e-mail at info@luxyhair.com and we will reply to you within 24 hours.

Exchange Policy

  1. Do You Have an Exchange Policy?

    We understand that picking the right color might be a bit difficult when choosing from a computer screen, so we’d be more than glad to exchange your unopened Luxy Hair Extension set to the right color. Due to hygienic reasons we only exchange items that have NOT been opened, worn or tampered with.

  2. May I Exchange My Order?

    We are more than happy to accommodate exchanges on hair extensions that have NOT been opened, worn or tampered with.

    You may exchange your Luxy Hair Extensions order ONLY if they have been unopened and not taken out of the packaging. The Luxy Hair package has two compartments (Main & Test Weft). The Main compartment has a special security sticker and the Test Weft is attached with a golden tie, this must not be removed. These security measures identify if the extensions have been taken out of the package and cannot be returned.

  3. Why are Luxy Hair Extensions Non-Exchangeable if opened?

    Human hair extensions are a hygienic product. We take matters of hygiene and public safety seriously and DO NOT ALLOW open items to be returned for the safety of all of our clients.

    We are not alone; other hair extensions retailers also do not allow returns on opened items for the same reasons.

  4. How Can I exchange my hair extensions to the right color?

    You must contact us first at (info@luxyhair.com) within the industry leading thirty (30) Day Exchange Period. We will then issue you a Return Merchandise Authorization (RMA). All Luxy Hair Extensions must be shipped back unopened in its original packaging and the packaging must not be defaced in any way or an exchange will not be issued. All exchanges must be accompanied by a copy of your invoice.

    We will then provide you with our return address which is in Chicago, Illinois, where the exchange item will be inspected to see if you qualify for an exchange. Opened merchandise will not be exchanged. We may request for your exchange to be sent to our Toronto office. 

  5. Do I have to pay for the shipping of my exchange?

    You are responsible for all exchange shipping costs and we recommend that you send your exchange with a tracking number as we won’t be responsible for lost returns.

    Also, please indicate on package “RETURN, NO DUTIES” or your package will be returned back to you.

  6. When will I receive my exchange?

    We will send you the different color hair extensions after we have received and inspected that the returned hair extensions were not opened and taken out of its cardboard backing which is protected by a golden security seal.

  7. What is the exchange period?

    We will provide an exchange on unopened hair extensions within industry leading thirty (30) days of the date that you receive your hair extensions.

  8. May I Exchange Luxy Hair Extensions without contacting you or getting an RMA?

    No. You must contact us prior to sending your exchange as our return address is different than where we ship our hair extensions from. Also, the RMA facilitates tracking of your returned product and expedites your exchange.

    Please note that exchanges for merchandise returned without contacting us will be denied as returns cannot be accepted at our warehouse facility.

  9. How may I contact you?

    You may contact us by e-mail at info@luxyhair.com and we will reply to you within 24 hours.