We are always here to help.
We are pleased to accommodate returns and exchanges within 30 days on all sets that have not been opened, worn, or tampered with. Good news is that Luxy Hair extensions come with a tester weft in the bottom compartment of the box, which you can take out to determine whether the color is a good match. If it isn't, please e-mail us at email@example.com to initiate your exchange and we will be more than happy to assist you further.
Here are some FAQ in regards to our exchange policy:
- Can I exchange my order?
- Why are Luxy Hair extensions non-exchangeable if opened?
- How can I exchange my hair extensions for the right color?
- Do I have to pay for the shipping of my exchange?
- When will I receive my exchange?
- May I exchange my Luxy Hair extensions without contacting you or getting an RMA?
- What is the exchange period?
- How may I contact you?
1. Can I exchange my order?
Yes. We are happy to accept your set back for an exchange within 30 days, as long as it has not been opened, worn, or tampered with. You may take out the tester weft to check the color and quality, but the main compartment must remain sealed in order for the set to be exchangeable.
2. 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.
3. How can I exchange my extensions for the right color?
Easy: e-mail us at firstname.lastname@example.org and let us know your order #, as well as which shade you'd like to exchange for. We will then provide you with instructions and a return address to ship your set back for an exchange. All items will be inspected to see if you qualify for an exchange, as opened merchandise will not be exchanged. Note: we highly recommend to ship your set via a trackable shipping option, as that can greatly expedite the process.
4. Do I have to pay for the shipping of my exchange?
Yes, you are responsible for all exchange shipping costs. We recommend that you send your set back 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.
5. When will I receive my 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 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. US orders take 3-5 business days to be delivered with standard free shipping, and international orders may take anywhere from 6-20 business days. For more shipping details, please click here.
6. May I exchange my Luxy Hair extensions without contacting you or getting an RMA?
No. 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.
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. How may I contact you?
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!
Should you have any other questions, feel free to e-mail us at firstname.lastname@example.org. We're here to help!