Shipping and Returns
Shipping
We ship orders using Royal Mail, USPS, Fedex, DPD and DHL. All orders require mandatory processing times within our delivery times of one to three business days on standard products for UK deliveries. Once you have successfully placed your order, order processing will automatically begin thirty minutes thereafter. Once processing has begun, orders cannot be changed nor modified.
Shipping confirmation and tracking information is available via email as soon as your order is processed and shipped. We do advise that all orders are placed at least a week in advance to avoid unforeseen delays.
It is the full responsibility of the customer to purchase the necessary or desired cover of insurance for postage. The delivery options we offer within the UK for non customised items are as follows:
- Royal Mail Signed For® 1st Class - This service aims to delivery within the next working day or so (from the date we dispatch) and provides online tracking information. This also allows our customers to see exactly when and where your order was posted. This type of postage must be signed for by the recipient and will also show online once successfully automatically. Royal Mail Signed For® 1st Class will only offer postal orders compensation cover up to 50 GBP in the event your parcel is lost or damaged by our UK courier Royal Mail.
- Royal Mail Special Delivery Guaranteed™ - This service is better recommended as it guarantees next day delivery before 1pm (from the date we dispatch). This service also provides full online tracking meaning customers are able to see exactly when and where your order was posted, all the locations in between (whilst in Royal Mail's transit), and also delivery confirmation once signed for by the recipient. Royal Mails Special Delivery received will also cover the sender/ recipient compensation cover up to 500 GBP in the event of loss or damage to your parcel which is ideal for valuable items.
The delivery options we offer for non customised international orders are as follows:
- Express International Shipping (1-7 working days) - Here we will use direct couriers to deliver international goods within one to seven days of placing your order. Depending on your country of origin, our main couriers include USPS, Fedex, DPD, TNT and DHL. Relevant tracking information will be emailed to the recipient once the courier has been booked, giving you a one to two day window to expect your order.
RETURNS
The Luxe hair Company exercise a very strict quality control process to ensure that our clients receive only the best Raw Hair and other hair products. Therefore, there are no returns or exchanges upon items that are not deemed faulty without our assessment or for unwanted items that have or have not been worn or are no longer in their original condition.
However, exchanges may be accepted subject to the following terms and conditions. If, for any reason you are unhappy due to the defect of your product(s) purchased, after assessment we may agree to exchange any purchased product for another product of an equal value or in lieu offer store credit to its value within seven days. We will not accept any returns or exchanges of any products where the seal holding the hair together has been untied or cut off due to sanitation requirements.
You have 72hrs for adjustments. If your style was not completely created to your desire, we allow 72hrs to make adjustments changes. Anything after 72hrs is voided.
If you order a custom wig make sure your measurements are accurate. Your unit will be made according to your exact specifications. Please note, we are not responsible for improper measurements resulting in a wig that does not fit.*
All shipping and handling costs will be at the customer's expense therefore we suggest sending through a courier that provides tracking information and delivery confirmation since we are not responsible for loss or damage of parcels. We must receive the merchandise before an exchange can be made.
In the specific case of items within our Wig Collection, Closure Collection or Frontal Collection, they will not be accepted for returns or exchanges if they have been worn, styled, cut (lace or hair), or had products or modifications have been applied to them such as glue, hair products, customisation of the hairline or the bleaching of knots.
In a case where any of the conditions above are not met, we reserve the right to refuse an exchange. Custom products, coloured jobs and installation services are non-refundable. Unauthorised returns will be refused and kept until a returns fee to the original address on the receipt has been paid.
