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 before shipping it back to us, our Returns team will not be able to process your return and will send you an email requesting that you ship the tester to us at your earliest convenience.
Kindly note that we are unable to provide a shipping label in these cases, and kindly ask that you ship the tester with your preferred carrier using the following shipping address:
Luxy Hair Order (Your Order Number)
1250 N Flyer Way Suite 100 Dock 18
Salt Lake City, UT 84116
We recommend noting the tracking information from your carrier so you can follow the tester's progress back to us. Your returned set will be set aside until the tester is received. Kindly note that the tester must remain untampered with in order to be accepted (no product, heat styling, trimming, etc.). Once we receive the tester, your return or exchange will be processed within 5 business days.
If for some reason you are unable to return the tester to us (it is missing or has been tampered with), please reply to the email from our team to let us know. We will ship your returned set back to you instead. Your refund or exchange will not be issued in these cases.
Questions about this process? Feel free to reach out to us at firstname.lastname@example.org.