Step-by-Step Guide for Returns/Exchanges
Step 1. Initiate your return or exchange through our online Returns Center.
Order Number: Enter the 6-digit order number (e.g. 456789) that can be found on your order email confirmation or on the white packing slip under ‘PO#’. If you are unable to locate your order number, please reach out to us firstname.lastname@example.org, with the name and shipping address on the order, and we’re happy to help!
Email: Enter the email address that was used to place the order.
Step 2. Select the item(s) that you wish to return.
As a kind reminder, we do not accept returns once the main compartment of a set has been opened, by removing the golden security seals. As well, all tester wefts in the original condition, must be included with all returned sets
All accessories are final sale.
Step 3. Select the reason for the return or if you want to do an exchange.
For US customers - We offer free shipping return labels for any U.S. exchanges! If you are in the U.S. and are returning your order for a refund, a small label fee will be deducted from the total refund issued back to your original method of payment.
For Canadian and international customers - For any returns or exchanges, we do ask that you pay for your return shipping costs, via your local post office or another carrier, back to our warehouse in Utah, U.S. We recommend that you send your package with tracking, as we cannot take responsibility for lost returns.Keep note of your return tracking number so that you may track your order back to our warehouse.
Step 4: Click on Exchange, Store Credit or Original Payment Method.
Step 5: For Exchanges: Let us know the set (color/weight) that you wish to receive in exchange. For example, 220g Classic Beige Blonde set.
If you’d like to change the shipping address from what was originally provided to us, please list out your new shipping address at this step.
Enter in the exchange set (color/weight) details and click ‘Next’.
For an exchange that is higher-priced, we will email you a custom invoice for the difference in price once your exchange is processed.
For an exchange that is lower-priced, we will refund the difference back to your original method of payment once your exchange is processed.In a rush? You may want to consider returning your set for a refund and then ordering your new set online right away. Please let us know if you do by emailing email@example.com, and we’ll be happy to waive the return shipping label cost for you.
Step 5 - For A Store Credit or A Refund to Original Method of Payment:
Review the details of the return and click ‘Confirm.’
Step 6 - Once confirmed for a return or an exchange, you will receive your return file number. Kindly make a note of your return file number.
For US customers - please check your email for your return shipping label. If you do not see it in your inbox, kindly check your junk/spam folder. Please re-package your set and use this FedEx return label to ship back your set to our warehouse, by dropping it off at your local FedEx office.For Canadian and international customers - You will receive an email with mailing instructions to send your set back to our warehouse in Utah, U.S.For example:
To change an exchange to a refund, please reach out to us at firstname.lastname@example.org so that we may update your return file.*******************
I shipped off my return. What happens now?
Any exchanges or refunds will be processed once your set arrives back at our warehouse. Please allow up to 5 business days once it arrives back for your refund to be issued, or your new set to be shipped out to you.
Tracking Your Return
For US customers - To determine where your package is in transit back to our warehouse, kindly look for the tracking number shown on your return shipping label that was emailed to you:
In this example, the FedEx tracking number is: 7871 8166 1554. Enter your tracking number into the FedEx website at www.fedex.com to track the journey of your set back to our warehouse.
This tracking will show when your order is expected to arrive back at our warehouse in Salt Lake City, Utah, U.S. Once your order has arrived back, please allow up to 5 business days (M-F) for your return to be processed.
For Canadian and international customers - Please enter the tracking number that was on your own shipping label, into the carrier’s website. Once your order has arrived back, please allow up to 5 business days (M-F) for your return to be processed.
For example, Canadian customers that used Canada Post may track it at www.canadapost.ca.For a refund - you will receive a confirmation email that a refund has been processed back to your original method of payment.
For an exchange - you will receive a confirmation email that your exchange set has been shipped to you. Please allow a further 1-3 business days for delivery.
For an exchange to a higher priced item - A custom invoice will be mailed to you for the difference in price between the two sets. Once this invoice is paid, then your exchange will be processed and shipped to you.
For an exchange to a lower priced item - A refund for the difference between the two sets will be issued back to your original method of payment. Please allow a few days for this credit to appear on your statement.
For Canadian and international customers - For your new exchange set, customs duties and taxes may be applied to the new order, as this fee is determined by your local customs office, and not Luxy Hair. Thank you for your understanding.