Luxy Hair Support


We bet you must have a ton of questions about Luxy Hair Extensions (especially if you're a hair extensions "virgin")!

Below is a list of the most asked questions that we receive about hair extensions. We answer questions such as the difference between real and synthetic hair extensions, remy hair extensions, clip-in hair extensions vs. permanent types, proper care, usage and application of clip in hair extensions, as well as the buying process of clip-in hair extensions online. We try to make it as easy as possible for you to buy extensions online by having this support page, so that we can answer your questions and concerns by providing as much information as we can.  We also offer quick-response email support, videos and more to enhance your online experience. 

If you've went through all the questions, then we hope that you found the answers helpful. But if you still have any other questions that have not been answered above, please feel free to contact us by e-mailing info@luxyhair.com and we will respond back within 24 hours.

We also encourage you to watch our "Luxy Hair Extensions 101" video, which goes over many of the questions you might have: 

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. Do Luxy clip-in hair extensions experience shedding?
  4. When should hair extensions be worn?
  5. How do you put in clip-in hair extensions?
  6. Can I color Luxy clip-in hair extensions?
  7. Can I bleach Luxy clip-hair extensions?
  8. Can I straighten hair extensions?
  9. Can I swim with hair extensions?
  10. Can I wear Luxy Hair extensions to the beach or pool? Will they get ruined if they get wet?
  11. Can I sleep wearing Luxy clip-in hair extensions?
  12. What products can be used on hair extensions?
  13. How do I wash the Clip-In Hair Extensions?
  14. What’s the best way to store Clip-In Hair Extensions?
  15. 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. Why is Express Shipping non-refundable?
  7. When will I receive my refund?
  8. What is the return period?
  9. May I Return Luxy Hair Extensions without contacting you or getting an RMA?
  10. 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 of 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.

    If you are undecided, then we recommend you get the 160 grams set; that way, you have the option to not wear all the wefts if the hair is a little too dense for you.  It is better to have more hair at your disposal, than to have too little.

  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 and damage to your natural hair. Clip-In Hair Extensions are easily applied 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 unnoticeable when blended with your own hair. Clip-in hair extensions are by far the quickest, most affordable and versatile 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 available on the market and is a preferred choice for hair extensions, hairpieces and wigs because it achieves the most natural look. 

    Remy Hair is considered to be the finest quality of human hair because the cuticles are kept intact and not stripped or shaved, like in most other non-Remy hair extensions. This is important because the cuticle protects the inner structure of the hair and is the first-line defence against all forms of damage to the hair. With remy hair, the cuticles (the outermost layer of the hair strand) are all layered in the same direction, thus creating extensions that have a very natural appearance. This process ensures that the hair remains super soft, shiny, and tangle-free and therefore the extensions last longer than non-remy human hair.

    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 does it take to put in the extensions?

    With practice, they should take less than 5 minutes to put in & about 60 seconds to take out! Each extension weft has 1 or more comb-like clips that snap on to your own hair for hold and once clipped-in, are totally invisible. A 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. Generally, the lifespan of our hair extensions is 4 months to a year depending on how often they are worn, washed and the general care they receive such as brushing and storage.

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 are a fabulous choice for girls and women who want to switch up their hair look, attain a more luxurious and glamorous effect or simply want to experiment with different hair. Clip-in hair extensions are the easiest, most affordable, and versatile way to get these temporary results without causing damage to your own natural hair.

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

    Luxy Hair should be washed every 10 - 20 wears or when there is excessive build-up of styling products on the hair as evident by when 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. 

  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, such as birthdays, proms or weddings, or simply for everyday use. Wearing hair extensions can easily reduce everyday hair maintenance, enhance the look of your hair and improve the overall appearance. 

    Clip-in hair extensions should not be worn to bed, while swimming, bathing or taking a shower as this could ruin them and consequently shorten their lifespan.

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

    The extensions securely attach to your hair with small comb-like clips that were sewn directly onto the back of the hair extensions wefts. These clips are opened and snapped onto your own hair for a secure hold and are hidden away from sight. 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. The best part is that once fitted you will not be able to see or feel the clips because they are extremely light, yet durable, in comparison to most other brands' clips.

    You can also watch our YouTube tutorial video on "How to Clip in Luxy Hair Extensions" for a more detailed explanation:

  6. Can I color Luxy Hair Extensions?

    Yes. Hair extensions have already undergone a chemical process and are designed to accept color change.  We recommend having your hair extensions professionally colored by a hairstylist who preferably has experience with coloring hair extensions. We advise that a test sample be colored first on the smallest hair extension weft to make sure you obtain your desired color results.  We also recommend using a semi-permanent color as it is much gentler and less damaging to the hair extensions.

    IMPORTANT: We do not recommend lightening your hair extensions, especially with bleach.  We recommend that if you have two or more colors in your own hair, to get hair extensions that match your lightest color and have them darkened, instead of getting the darker shade and having it lightened.

  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 lower the quality of your hair extensions and shorten their lifespan.

  8. Can I straighten Luxy 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 Luxy Hair Extensions?

    Although other brands claim that it is ok to swim with hair extensions, we at Luxy Hair do no advise you to wear your clip-in extensions while swimming or taking a shower, as it will tangle and damage the hair extensions and make them extremely unmanageable. Doing so will also decrease their longevity. 

    NOTE: We also do not recommend that you go to sleep or bed with your hair 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 would not recommend getting in the water with them (unless you have your hair up and it will not get 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 very tangled with your own hair and that would be damaging to both your own hair and the extensions.

  11. Can I sleep with Luxy 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 Luxy 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 Luxy Hair Extensions?

    Luxy Clip-in Hair Extensions can be washed as you would your own hair. Always use a gentle hampoo first and then apply a generous amount of conditioner from the top to bottom of the weft. We also recommend using hair treatments or masks on them every few weeks, since the hair is not receiving all the essential oils it should be needed for healthy hair. Using hair treatments or masks will help keep them looking healthier and nourished much longer! Depending on how often you wear your hair extensions, and how much styling product you use, you will find that you won't need to wash your extensions too often, only about every 10-20 wears.  Best way to dry your hair extensions, is to lay them flat on a clean towel and let them air dry. Once dried, they are ready to be styled! 

    You can also watch our YouTube tutorial video on "How to Wash Luxy Hair Extensions" for more detailed instructions:

  14. What’s the best way to store Luxy Hair Extensions?

    For best appearance, Luxy 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. Store Luxy Hair Extensions 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" for more detailed instructions:

  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, please consider the following:

    1. Color 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, 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 color that is lighter than the final color required. You can then dye the extensions to the desired 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 quality lasting 12 months and poor quality lasting as little as a few weeks. First, 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 – Since clip-in hair extensions are the most versatile hair extensions on the market, they can be used specifically for special occasions if you wish, or for everyday use. It’s totally up to 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 your hair is naturally thin and on the longer side, then we recommend getting the 120g Luxy set as you won’t need as much hair for a natural look. If however, your hair is thick and short, then our 160g Super Luxy set is a more suitable option as it will add volume and length to your 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
    • Mastercard
    • 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 customer 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 (for example: if you order on Monday, your order should ship out on Tuesday or Wednesday. If you order on a Friday, Saturday or Sunday, your order should ship out Monday or Tuesday). Once your order ships, we will email you a tracking number so you can track the journey of your package.

    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 ship 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 by your government customs officials. 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 email 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 EST on the day of your order. Please double check the address you are entering as we will NOT be held responsible for packages that are sent to the wrong address that the buyer has entered that are subsequently sent to the incorrect address which the customer entered during the ordering process.  

    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 under "Billing Information" matches the exact information (Name, Address, etc) that your credit-card company has on store. 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 Luxy Hair Extensions set information (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 shipping address correctly. Orders are shipped the next business day and address changes cannot be made after 5 PM EST on the day of your order. Please be sure to 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 United States. 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 your country of origin. We will NOT refund this fee as it is not charged by Luxy Hair and therefore 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 is sealed with a special security sticker and if attempted to be removed, a clear "VOID" will be exposed. In this case, a refund will not be permitted as the package was opened. The Test Weft compartment has a hair weft that is part of your set, however the hair weft must NOT be removed from the golden tie and the backing paper that the hair weft is on unless you are completely sure you do not want a refund.

  3. Why are Luxy Hair Extensions non-returnable if opened?

    Human hair extensions are considered to be 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 customers.

    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 returned items will be inspected to see if you qualify for a return. Opened merchandise will not be refunded. On some occasions, 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?

    Yes. 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.

    If you are returning a package from outside of the United States, please indicate on package “RETURN, NO DUTIES” or there is a risk that your package will be returned back to you.

  6. Why is Express Shipping non-refundable?

    We offer FREE Standard Shipping Worldwide on all orders. However, if you choose to pay extra for express shipping, this fee is non-refundable as the delivery company which extra charge was paid to already delivered their service that you paid for and therefore cannot be refunded.

  7. When will I receive my refund?

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

  8. 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.

  9. 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.

  10. 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 customers.

    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?

    Yes. 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.

    If you are returning a package from outside of the United States, please indicate on package “RETURN, NO DUTIES” or there is a risk that 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.