Exchange & Return Policy

27 articles

​What is your return/exchange policy?

We are pleased to accommodate returns and exchanges within 60 days on all sets that have not been opened, worn, or tampered with.

Updated by Takara

​How do I initiate a return or exchange?

Learn about how to start a return or exchange here.

Updated by Kerry

​What is the purpose of the tester weft?

We understand that it can be hard determining your perfect Luxy color match from a computer screen. This is why we designed our packaging to be divided up into two compartments. One of the compartments holding your main set of extensions, and the other compartment holding your tester weft.

Updated by Kerry

​Why are Luxy Hair extensions non-returnable if opened?

Learn about why human hair extensions are non-returnable if opened or worn.

Updated by Kerry

I want to return or exchange. Where is my order number?

Our order numbers are 6-digit numeric codes which can be found in your original confirmation email or on your packing slip under “PO#”. Kindly note that you will need to use the original email addres…

Updated by Trish

Can I return a set from our Final Sale?

We are happy to accept unopened Final Sale hair sets back for an exchange or store credit only. The Final Sale full sets (Classic and Seamless clip-ins, Halos, Ponytails, and Clip-in Buns) come with…

Updated by Kerry

Can I exchange or return my Accessory?

All accessories are final sale. This includes our hair accessories (ties/scrunchies, clips & headbands, etc), and all tools such as our Hair Extensions Application Kit, Extensions Carrier, Loop Brush…

Updated by Kerry

Where is the tester weft?

We understand that it can be hard to determine your perfect Luxy color match from a computer screen. Hair extensions are an investment for many people, and we want your purchase to be risk-free and a…

Updated by Aleksandra

How do I get help choosing a color in exchange?

Click here if you need help choosing a color in exchange.

Updated by Aleksandra

Can I try a sample swatch before deciding which color I want in exchange?

Yes! We're happy to offer sample swatches to our customers; you may place a sample swatch order here. Feel free to reach out to us at info@luxyhair.com with a few photos of your hair in natural light…

Updated by Kerry

What if my exchange is lower/higher in price?

Learn about what happens if the set you want to exchange to is lower or higher in price.

Updated by Aleksandra

Can I use my rewards points towards upgrading my exchange?

Learn more about if you can use your Rewards points towards upgrading your exchange.

Updated by Kerry

What is the status of my return/exchange?

Learn about how to find the status of your return or exchange.

Updated by Takara

How do I track my returned set?

How do I track my returned set?. Any refunds will be processed once your set arrives back at our warehouse. Please allow 3-5 business days once it arrives back for your refund to be issued. Exchanges…

Updated by Kerry

How long will it take to receive my refund/exchange?

Wondering how long it will take to process your refund or exchange? Read here!

Updated by Takara

How do I change or cancel my exchange/return?

Learn about how to cancel or change your exchange/return.

Updated by Aleksandra

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

Yes, as we provide free standard shipping on all orders, customers wishing to return or exchange their set will be responsible for all return shipping costs.

Updated by Kerry

I forgot to enclose the tester in my return. What do I do?

As a kind reminder, the tester weft is a part of the full set and must be included for your return or exchange to be accepted. If you forgot to repackage it in its top compartment of the Luxy box bef…

Updated by Trish

What can I do if I opened the main compartment of the set but I don't want to keep it?

We're sorry to hear that your Luxies are not a good fit for your hair. As noted on our return policy , once both the gold security seals have been broken and the extensions have been removed from the…

Updated by Kerry

Is my order eligible for return or exchange?

At Luxy Hair, we take the safety of our customers and employees very seriously. As hair extensions are a sanitary product, we are unable to accept any sets that have been opened, worn, or tampered wi…

Updated by Trish

How many times can I exchange?

We want you to find your perfect Luxy match! You can exchange as many times as you need, as long as your set arrives back to us untampered with. If you’re unsure which set to exchange for, we recomme…

Updated by Trish

Will I get the sale price if I exchange my order?

No, we do not honor expired promotions on previous orders even if you are exchanging the item. Therefore, if your original order was purchased at full price and you are exchanging for a different col…

Updated by Aleksandra

How much does my return label cost?

U.S. returns will have a flat rate of $10 USD removed from their refund to cover the cost of their return label. Why do returns cost $10? As we offer free shipping within the US, we kindly ask that o…

Updated by Trish

Why do I have to pay for my return label?

For U.S. orders, we kindly ask that our customers cover the nominal cost of $10 for return shipping as we offer free shipping within the US. As a kind reminder, we are happy to offer free return ship…

Updated by Trish

I need to receive my exchange ASAP! What can I do?

If you need your exchange in a hurry, you can set your exchange up to ship with express shipping. To process an exchange with express shipping, please follow these steps: Go to https://bit.ly/luxysta…

Updated by Trish

Can I change or cancel my return/exchange?

For US orders only - As long as you have not yet shipped your return package to us, you can change what you requested by canceling the existing return/exchange and re-initiating a new one. To change…

Updated by Trish

Can I exchange for a different Collection, weight or length?

Yes! For U.S. orders, to exchange across Collections, weights, or lengths, please follow the steps below: Go to https://bit.ly/luxystartreturn. Input your 6-digit order number and the email used to p…

Updated by Trish

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