Frequently Asked Questions

  • How may I contact you?

    You may contact us by e-mail at info@luxyhair.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!

  • Do I need to pay customs or import duties?

    All international orders (outside of the United States) can potentially incur charges such as customs, duties, VAT, etc, upon their arrival in the destination country. These fees are paid to your local carrier or government and are not collected by Luxy Hair.

    Due to the international nature of our business, we can only indicate the net prices, as we are not aware of your local taxes and import duties. Therefore, they are not included in our pricing and are excluded from any refund (if applicable), even if the package is refused at the time of delivery. As we are unable to advise the amount of what these fees might be, we recommend to contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.

    Please note: DHL pays on your behalf for any duties and taxes that are due on the goods, as soon they enter the country. This simple process ensures that the courier can deliver your package in shortest possible transit time. The goods are released to you only upon the full repayment of any duties and taxes that were paid on your behalf. On some occasions, you may receive an invoice from DHL after the delivery of goods, for the charges they have paid on your behalf at destination, plus a small administration fee.

  • Can I color hair extensions?

    Yes, Luxy Hair extensions have already undergone a chemical process and are designed to accept color change. We recommend getting them colored by a professional and experienced hair colorist who has previous experience working with hair extensions. We would advise for a one clip weft to be tested prior to coloring the full set 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 the hair extensions. We strongly do not recommend getting hair extensions colored in a lighter shade, as it will require them to be bleached. Bleaching is a very harsh and harmful chemical process which will alter the quality of your hair extensions.

  • Do you have a return policy or an exchange policy?

    You can exchange or refund your order within 30 days as long as it has not been worn or removed from its golden security seal (tie) or from the main package, and as long as the security seal remains in tact.

    For more details please visit our Refund Policy or Exchange Policy pages. Please e-mail us at info@luxyhair.com to initiate your return or exchange.

  • My payment is not going through?

    At checkout, make sure that all of your personal information matches the exact information (name, address, etc) associated with your credit card. If some information does not match, the transaction will not go through. If you are unsure, please call your credit card company to see what information they have on file.

    Also, please ensure that your credit card is not restricted to making international purchases. Luxy Hair is a Canadian based company. 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/length) that you would like to order, as well as your shipping address, so that we can e-mail you a custom invoice and enter your order manually.

  • What is the difference between 120g, 160g & 220g extensions?

    All Luxy Hair Extensions are made of the same high quality grade 100% Human Remy Hair. The only difference between each set is the weight.

    Our 120 gram set is most suitable for finer hair types. This set comes with 9 wefts which is one less weft than our 160 and 220 gram sets. This set is also great if you are looking to add length and some volume to your hair.

    Total Pieces- 9: 1 x 8” weft, 2 x 6” wefts, 2 x 4”wefts, 4 x 1” wefts

    Our 160 gram set is our most popular set and is suitable for medium to thicker hair types. Often, this set can also be worn if you have finer hair.

    Total Pieces- 10: 1 x 8” weft, 1 x 7" weft, 2 x 6” wefts, 2 x 4”wefts, 4 x 1” wefts

    Our 220 gram set is our biggest set and is perfect for thicker hair types or if you are looking for that extra volume.

    Total Pieces- 10: 1 x 8” weft, 1 x 7" weft, 2 x 6” wefts, 2 x 4”wefts, 4 x 1” wefts

  • 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.

    Some financial institutions can take up to 3 business days to process the refund. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.

  • May I return my Luxy Hair extensions without contacting you or getting an RMA?

    No. You must contact us prior to sending your return, 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 refund. Please note that refunds for merchandise returned without contacting us cannot be guaranteed.

  • 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.

  • 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.

  • 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.

  • How can I exchange my extensions for the right color?
    Easy: e-mail us at info@luxyhair.com 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.
  • Do I have to pay for the shipping of my return?

    Yes, you are responsible for all return shipping costs. We recommend that you send your return with a tracking option, because Luxy Hair will not be responsible for lost returns. Note: please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.

  • 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.

  • 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.

  • 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 opened items to be returned for the safety of all our customers. We are not alone - other hair extensions suppliers do not allow returns of opened items for the same reasons.

  • What is the return period?

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

  • 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.

  • How do I make a return?

    Easy: e-mail us at info@luxyhair.com and let us know your order #. We will then provide you with instructions and a return address to ship your set back. All returned items will be inspected to see if you qualify for a refund, as opened merchandise will not be refunded. Note: we highly recommend to ship your set via a trackable shipping option, as that can greatly expedite the process.

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