Order Changes and Requests

  • I'm not happy with my purchase. Can you help?

    We're really sorry to hear you're not happy with your purchase. It will be our pleasure to help you.

    At Luxy Hair, we genuinely care about your concerns - we're not happy unless you're happy. We also care a lot about our products, too. Whenever a customer comes to us with a complaint, we'll ask a bit of information from you as it will helps communicate the issue or concern at hand to our manufacturer so they can work on making improvements.

    If you have a concern, please email our support team at info@luxyhair.com with the following information, and we'll get right on it.

    1. Your order number, or the full name and email address used at the time of check-out.

    2. A detailed description of your concerns. Please provide as much information as you can that may help us understand the context of the issue. For example, if you're unhappy with how your Luxies turned out after dyeing them, please let us know what type of dye was used, how many rounds were done, how long the dye was left on for, and so on.

    3. Please send over the following 2 images:

    • A photo of the barcode located on the top of your Luxy box, for quality control purposes. Why? We want to take a look at that batch number - that helps us identify which batch it came from, so our manufacturer knows what batch the issue is related to.

    • A photo of all your wefts laid out on a flat surface, where we can see them clearly from top to bottom. Please ensure the clips are facing upwards. Why? It allows us to fully understand and see the concerns brought up. We also forward these images over to our manufacturer.

    Note: If the issue is specific to a certain weft or one part of the extensions (ex. a broken clip), the above photo is not necessary - simply send us a photo that you believe best depicts your concerns.

    What next? Wait for one of the lovely ladies from our Customer Support team to help you. We respond to all inquiries within 24 hours - usually even sooner! In the meantime, feel free to check out some helpful articles below.

    My extensions don't blend with my hair. How can I blend them in?

    What temperature can Luxies be styled at?

    How do I wash my extensions, and how often should I wash them?

    Can I color, tone, or bleach my hair extensions?

    What products can be used on hair extensions?

    I have short hair. Which set should I pick?

    How do I choose between the 120g, 160g, 180g, and 220g set?

    Can clip-in hair extensions cause balding or hair loss?

    Why are there short hairs in my extensions?

    Do hair extensions shed and tangle?

    How long do Luxy Hair extensions last?

  • I got an e-mail saying that I have to verify my order details - what does that mean?

    We have a very secure and smart payment system. If our system detects that your order is a potential risk of fraud, we will place your order on hold and reach out to you to verify the details of your order for the safety of our company and for the credit card holder. For example, if you are placing an order with a credit card that is issued in a different country than where you are placing the order from, our system will detect the difference in countries and your order will be flagged as a potential risk of fraud.

    To verify these details, please simply respond to the e-mail that was sent to you from a Support Representative at Luxy Hair.

  • I placed my order and want to upgrade my shipping. How can I do that?

    Please e-mail us at info@luxyhair.com with your order number and the shipping option you would like to upgrade to. If your order has not yet been processed at our warehouse or been shipped, we will place your order on hold and send you a custom invoice. Kindly let us know once the invoice has been paid so we can manually release your order for processing again. If your order has already entered processing or has been shipped from our warehouse, we will not be able to adjust your shipping method.

  • How do I change my shipping address?

    Please contact info@luxyhair.com immediately with your order number and your new shipping address. Although we cannot guarantee that we'll catch your order in time before it enters processing, we will try our absolute best to make the requested changes, although it is the responsibility of the buyer to input their correct shipping address.

    Kindly note that once an order enters processing at our warehouse, we no longer have the ability to make any changes to it.

  • How do I cancel my order?

    Please e-mail info@luxyhair.com with your order number and your request to cancel and we will try to accommodate your request before your order enters processing at our warehouse.

    If your order is already in processing at our warehouse or has been shipped, we will not be able to cancel it. If this is the case, you can simply refuse the package upon delivery and request to have it returned to sender. The courier will then ship it back to us at no cost to you. Once your tracking information updates to confirm that your package is on route back to our warehouse, please notify us immediately at info@luxyhair.com and we will be happy to proceed with your refund back to your original method of payment.

  • I placed an order and want to change it. How can I do that?

    Please contact info@luxyhair.com immediately with your order number and the set you'd like to change to. Although we cannot guarantee that we'll catch your order in time before it enters processing, we will try our absolute best to make the requested changes.

    Kindly note that once an order enters processing at our warehouse, we no longer have the ability to make any changes to it.

  • Do you accept customized orders?

    At this time, we do not accept customized orders, however, because Luxy Hair extensions are made of 100% remy human hair, they can be colored and cut by an experienced hair colorist.

    We do not recommend to have your Luxies bleached, as bleaching is a harmful process that can damage your set.

    If you do decide to have your Luxies dyed, we recommend to have the hair colorist test a one clip weft first prior to dyeing the full set to ensure that you’re satisfied with the results.

    If you decide to have your Luxies cut, we recommend to have them already clipped into your hair during the haircut, and to also come up with a numbering system for the wefts so that you know exactly where each weft is supposed to be clipped in for the future uses.

  • The set I want to order is on backorder - what does that mean?

    Due to high demand, some of our popular shades may sell out quickly and be temporarily on backorder. If a set is listed as being on backorder, that means we have no more units left in our warehouse but have a new shipment on the way.

    The date listed beside the backorder notice indicates when we are expecting a new shipment to arrive at our warehouse. Once an item restocks, please allow 1-2 business days for our warehouse to process and ship orders.

    Ordering an item that is on backorder allows you to be the first in-line for the new inventory and have it shipped out to you as soon as we get it back in stock, without worrying about it selling out again the next time you check the website.

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