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We are always here to help. 

We are pleased to accommodate returns and exchanges within 60 days on all hair extensions that have not been opened, worn, or tampered with. Kindly note that products purchased from our Final Sale section are eligible for exchange or store credit only.

The good news is that each Ponytail Extension, Clip-In Bun and all full sets of Clip-In and Halo extensions (excluding Volumizer Wefts) will come with a tester in the top compartment of the circular box. You can take out this piece to determine if the color is a good match. Please note that the tester is part of the full set and is required to be shipped back in its original condition, with your order for a refund or exchange. 


Exchanges are easy. 

Need another shade? Our exchange process is quick and easy. Ship back your current unopened set of Luxies, let us know what you'd like in exchange and we’ll get you set up with a new order.


How long will it take to receive my new order?

Follow these 3 simple exchange steps:

    1. Initiate an exchange here.
    2. Ship your extensions back to us. 
    3. Once the carrier receives your return package with the security seals intact on the set(s) and scans it into their tracking system, your new order will be released for processing!

I'm debating between 2 shades - what should I do?

You’re welcome to send [email protected] a photo of your hair taken in natural lighting and we’ll be happy to color match you. Alternatively, check out our Luxy Hair Color Guide and our Virtual Color Match. 


How do I return my order?

Both U.S. and International customers may initiate a return via our Returns Centre. Please ensure you select the correct link for your order, as international returns cannot be processed through our U.S. returns portal.



Exchange & Return FAQ

Do I have to pay for the shipping of my return/exchange?

If you are returning your order for a refund, you will be responsible for your own return shipping costs. The shipping label amount will be deducted from your total refund. If you are using your own shipping label, we recommend that you send your package with tracking included as we cannot take responsibility for lost returns.

If you are exchanging your order, we provide a complimentary return shipping label for all U.S. customers. You will not be required to pay the cost of it!

Can I get help finding a better match?

We're happy to help you find a better match. Please email our team at [email protected] with the following photos:

  • A photo of your hair in natural lighting where we can see it fully
  • A photo of your hair in comparison to the tester weft (natural lighting)

When will I receive my refund?

A 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. Once your extensions have been delivered back to our warehouse, this can take up to 3-5 business days to finalize.

Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.

When will I receive my exchange?

We’re so excited for you to receive your perfect Luxy match! In order to bring you good hair days as quickly as possible, your exchange order or store credit will be released as soon as the carrier receives your return package with the security seals intact on the set(s) and scans it into their tracking system. All new orders will take an additional 1-2 business days to process and ship from our warehouse, regardless of the shipping method. 

If you are exchanging for a lower value item, we will issue a partial refund back to your original method of payment within 5 business days of receiving the returned package. Please allow up to 7 business days for this credit to appear on your bank statement. If you are exchanging for a higher value item, our returns system with direct you to pay the balance before submitting your exchange request.

Note: Please note that if your set is not received in returnable condition per our return policy, your original method of payment may be charged for the cost of the set.

I need to exchange for a different length/weight/Collection or I need to expedite my exchange. What can I do?

To exchange your order for a different Collection (e.g. Seamless to Halo or 12" to 20") or upgrade the shipping on your exchange order, please follow the instructions to return and shop with store credit in this article.

Can I return my Luxy Hair accessory?

Our hair accessories (ties/scrunchies, clips & headbands), Hair Extensions Application Kit, Extensions Carrier, Loop Brush, Volumizing Velcro Roller Set, Deluxe Hair Extensions Styler, and our Signature Curler are final sale. Thank you for your understanding. 

Can I return a set from the Final Sale?

As long as the main compartment of the set is still sealed, we are happy to accommodate a return for a store credit, or an exchange for any unopened Final Sale sets. Kindly note that these sets are eligible for a store credit or exchange only. 

How do I know if the shade is a good match without opening the box?

We understand that it can be hard determining your ideal Luxy color match from your computer screen. Good news is that all full sets of Luxy Hair extensions (excluding our Volumizer Wefts) come with a tester weft in the top compartment of the circular box. You can take out this piece to determine if the color is a good match.

Please note that the tester weft is part of the full set, and is required to be shipped back with your order for a refund or exchange. Please do not tamper with the tester weft in any way. This includes dyeing, toning, cutting, curling, straightening, and washing. For more information, click here. You can also order sample swatches here.

Will I be refunded my express shipping cost?

No. Express shipping costs are non-refundable.

Can I return or exchange an opened set?

No. Human hair extensions are considered to be 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 of our customers. Once your package arrives at our warehouse, it will be inspected to ensure the security seals haven't been tampered with. If we find the seals have been tampered with, you will not receive a refund or an exchange. If you have any questions or concerns, please email our team [email protected].

Does the tester weft have to be included with my return/exchange?

Yes, the tester weft is part of the full set and must be included with your order in its original condition. If the tester weft is not included, your refund/exchange may not be issued, or your original method of payment may be charged for the cost of the set.

How may I contact you?

You may contact us by email at [email protected]. We're happy to help you! 


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