Exchange & Return Policy

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29 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 3 weeks ago by Takara

Can I return or exchange my order?

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

Updated 3 weeks ago by Kerry

How do I initiate a return or exchange?

Learn about how to start a return or exchange here.

Updated 3 weeks ago 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 3 weeks ago 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 3 weeks ago by Kerry

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

For US orders -. Our U.S. 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…

Updated 7 months ago by Trish

Can I exchange or return my Volume Bundle?

Yes, your unopened set and Volumizer Weft can be exchanged or returned within 90 days of purchase. Please reach out to our Customer Service team at info@luxyhair.com for further instructions.

Updated 1 month ago by Kerry

Can I exchange or return my Volumizer Weft?

We are happy to accommodate an exchange or return on any unopened Volumizer wefts within 60 days of purchase.

Updated 3 weeks ago by Kerry

Can I return a set from the Last Chance sale?

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

Updated 3 weeks ago by Kerry

Can I exchange or return my Accessory?

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

Updated 1 month ago 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 3 months ago by Aleksandra

How do I get help choosing a color in exchange?

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

Updated 3 weeks ago by Aleksandra

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

Yes! We're happy to offer color sample swatches to our customers - you may choose up to 3 swatches and pay only the cost of shipping. You may place a sample swatch order here. Feel free to reach out…

Updated 3 weeks ago 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 3 weeks ago 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 3 weeks ago by Kerry

I'm in a rush! Should I exchange or return my order?

For U.S. orders -. At this time, we require that your package be returned to our warehouse and inspected to ensure it is eligible for an exchange before processing your new order. If you’re in a hurr…

Updated 7 months ago by Trish

What is the status of my return/exchange?

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

Updated 3 weeks ago by Takara

How do I track my returned set?

How do I track my returned set?. Any exchanges or 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 issu…

Updated 3 weeks ago 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 3 weeks ago by Takara

How do I change or cancel my exchange/return?

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

Updated 3 weeks ago 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 3 weeks ago 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 3 weeks ago 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 3 weeks ago 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 by law, we are unable to accept any sets that have been opened, worn, or tamp…

Updated 3 weeks ago by Trish

Help! I can’t find my return confirmation email.

Once you have initiated an exchange or a return , please check your email for our return instructions for the next steps on returning your order to our warehouse. If you do not see the email in your…

Updated 8 months ago by Kerry

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 3 weeks ago 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 2 years ago 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 4 months ago 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 4 months ago by Trish

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