Shipping and Delivery

  • My tracking information shows my package was delivered, but I haven't received it. What do I do?

    We're very sorry to hear that you haven't received your Luxies yet. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us at check-out. Please review the options below as it may help with locating your package.

    1. Double check your shipping address.

    We recommend to double check the shipping address you checked out with to ensure it was input as intended. Make sure that the home number and unit number (if applicable) are correct.

    You can check the shipping address that was provided to us at check-out by following the steps below:

    1. Login to your Luxy Hair account.

    2. Click on the order that you have not received.

    Luxy Hair extensions

    3. Review the shipping information to ensure the address provided is correct.

    Luxy Hair extensions

    Kindly note, in the instance that an incorrect shipping address was provided to us, Luxy Hair cannot be held accountable for mis-delivered packages. Customers are responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.

    Otherwise, keep an eye on the tracking information provided to see if it updates to show the package is being returned to sender. If this is the case, please email us at info@luxyhair.com with your order number and we'll be happy to ship you out another set to your intended address.

    2. Check with your household members and your neighbours.

    When a package is delivered, most carriers will simply deliver it to the address provided on the shipping label, and not necessarily to the recipient listed. Therefore, please check with your household members as there is a chance someone else may have accepted the package on your behalf.

    We also recommend to check with your neighbours to see if anyone has accepted the package for you.

    3. Check your mailbox and any safe drop areas around the parameters of your home.

    In most cases, the carrier will specify on your tracking link where the package was delivered to (a mailbox, the front door, etc). We still recommend, however, to check all possible areas as to where it could have been delivered to in order to rule out the other options. Please check your mailbox and any safe drop areas around the parameters of your home.

    What does safe drop mean? Safe drop refers to any locations around your household premises where your package may be deemed better hidden from passersby by the individual delivering your package. Please check around your porch, near your garage, and backyard entrance to see if the package is there.

    4. For businesses - check with the security guard, mailroom, and front desk.

    If your shipping address is to a business, there's a very good chance it was delivered to somewhere and/or someone else, especially if it is a large building with multiple different businesses. Please check with your mail room, front desk, and security guard to see if anyone has accepted the package for you.

    5. For apartment buildings - check with security or front desk/concierge.

    In many instances for apartment buildings, the package will be delivered not to your front door, but to concierge or security. Please check with your building's front desk or management office to inquire if they have received your package.

    6. Contact your three local post offices.

    There's a chance that your package may have been held at one of your local post offices instead, despite the tracking showing as being 'Delivered'. We recommend to contact three local post offices of the carrier used to ship your Luxies to inquire if they're holding your package. Be sure you're contacting the number of that exact post office, and not the general support line of the carrier.

    7. Wait 24-48 hours for your package to deliver.

    On rare occasions, the carrier may mark the package as being delivered earlier than it actually is. Please wait 24-48 hours for your package to deliver or for the carrier to issue another update.

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    If you have done all of the above and still do not have your package, please email us at info@luxyhair.com with your order number and we'll be happy to help you further.

    Please note: We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

    If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.

  • How long does shipping take?
    Country Carrier & Timing Shipping Fee Taxes
    United States
    UPS Mail Innovations/UPS SurePost, 3-7 Business Days, UPS 2-Day/Overnight
    FREE Only charged in NY
    Canada
    UPS Mail Innovations International, 2-10 Business Days, DHL Express available at check-out, 1-5 Business Days
    FREE Charged by Country
    UK/Germany/France/ Australia/Italy/Spain
    UPS Mail Innovations International, 5-15 Business Days, DHL Express available at checkout, 2-5 Business Days
    FREE Charged by Country
    Other International¹

    DHL Express, 1-5 Business Days

    FREE Charged by Country


    Territories of the United States:
    For those who reside in a territory of the United States that we ship to, please allow anywhere between 5-15 business days for your order to reach your destination.

    For more details shipping and delivery information, please click here.

  • I have a military address, can I place an order with you?

    Yes! We ship to military addresses. All mail is shipped via USPS to a military base who is then responsible for delivering the package to your final destination. For military orders, delivery times can be upwards of 15-20 business days.

    At check-out, please select United States as the country, and in the state drop-down menu, you will have the option to select one of the following: Armed Forces America, Armed Forces Europe, or Armed Forces Pacific.

    For more information on military mail with USPS, please click here.

  • I put the wrong shipping address at check-out, can I change it?

    It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order.

    If you decide to cancel your order or change your shipping address, please write to us at info@luxyhair.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so. If it's too late for our team to cancel your order, you can return your order to us once you've received it. For more information on how to return your order click here.

    The only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund.

    Extra Shipping Charges: If you upgraded your shipping and the package was returned to us due to an incorrect address and if you would like a refund, you will not be reimbursed for the upgraded shipping fees.

  • Do I have to pay taxes, customs, or duties on my order?

    International customers (outside of the United States) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Luxy Hair, and thus cannot be refunded.

    We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. 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 that 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. Please view additional information regarding this here.

  • I need to get in contact with the courier - what is their phone number?

    Courier Phone Get Human Instructions
    USPS 1-800-275-8777 Press 0 , then 0, then press 5, then 5, then 2
    UPS 1-800-742-5877 Press 0 at each prompt, ignoring messages
    DHL Express Varies by country Click here for customer support

  • Can I track my order?

    Yes! You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 48 hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package.

    If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us.

    Please allow 1 - 4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.

  • How much does shipping cost?

    All prices on the website include FREE standard shipping worldwide on orders over $100 USD.

  • Where is your warehouse located?

    Your Luxy Hair clip-in extensions are shipped from our warehouse located in New York (USA).

  • How long will it take to process my order?

    It will take 1-2 business days to process your order, regardless of the shipping option selected at checkout. We ship Monday through Friday, excluding weekends and holidays. We do not 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). You will receive a confirmation e-mail with the tracking link once your order ships.

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