Frequently Asked Questions

We use 100% Remy human hair — the highest quality available. Remy hair has all cuticles intact and aligned in the same direction, which prevents tangling, increases longevity, and gives the most natural look and feel.

HD (High Definition) lace is an ultra-thin, transparent lace that virtually disappears against all skin tones when applied. Regular lace is slightly thicker and may require more blending. HD lace gives the most undetectable, natural-looking hairline.

A glueless wig is designed to be worn securely without any adhesive, glue, or tape. They feature adjustable straps, combs, and elastic bands that hold the wig in place. Many of our glueless styles also feature drawstrings for an even more secure, customised fit.

150% density is our most popular choice — it gives a full, natural look that is not overly thick. 180% density is ideal if you want extra volume and fullness. 130% density gives a lighter, more natural look. Our Size Chart page has a full guide with visual examples.

Yes, because our wigs are 100% human hair, they can be coloured, bleached, and styled just like natural hair. However, please note that chemical processes will void your return eligibility and can reduce the lifespan of your wig. We recommend consulting a professional stylist.

With proper care, a Luxelle wig can last 1–3 years or longer. The lifespan depends on how often you wear it, how well you maintain it, and whether it has been chemically processed. Our Hair Care page has full maintenance guidance.

After your order is dispatched, delivery takes: Canada — 2 to 5 business days. United States — 4 to 7 business days via DHL Express. International — 5 to 10 business days via DHL Express. Processing time (1 to 3 business days) is additional.

Yes! We ship to most countries worldwide via DHL Express. All international orders include full tracking. Please note that customs duties and import taxes are the responsibility of the recipient and vary by country.

Once your order is dispatched, you will receive a tracking number by email. Canadian orders can be tracked via the carrier website. US and international orders can be tracked directly at dhl.com. Tracking can take up to 24 hours to activate.

We offer free standard shipping on qualifying orders. Please check our current promotions at checkout, as free shipping thresholds may vary. Express shipping upgrades are available at additional cost.

If your tracking shows no movement for more than 5 business days or your package is confirmed lost by the carrier, please contact us. We will open an investigation with the carrier and arrange a replacement or refund as appropriate.

We offer a 30-day return window from the date of delivery. Items must be unworn, unaltered, and in their original packaging. Please see our full Return and Refund Policy page for complete details.

Email hello@luxellehair.com with your order number and reason for return. We will respond within 24 hours with a return authorisation and instructions. Do not send items back before receiving authorisation.

For hygiene and safety reasons, worn wigs cannot be returned or refunded. Please inspect your wig carefully before wearing or installing. If you notice any defects before wearing, contact us immediately.

Once your return is received and inspected, refunds are issued within 5 to 7 business days for credit and debit cards, and 3 to 5 business days for PayPal. Klarna and Afterpay instalment plans will be adjusted accordingly.

We sincerely apologise for any error. Please contact us within 48 hours of delivery with photos of the item received and your order number. We will arrange a free return and send the correct item immediately.

Use sulphate-free shampoo and lukewarm water. Gently detangle with a wide-tooth comb before washing. Apply shampoo in a downward motion, rinse thoroughly, then apply a hydrating conditioner. Allow to air dry on a wig stand — avoid wringing or rubbing with a towel.

If worn daily, we recommend washing every 7 to 10 days. If worn occasionally, wash after every 8 to 10 wears. Over-washing can dry out the hair, while under-washing leads to product buildup.

Yes. Because our wigs are 100% human hair, they can be blow-dried, flat ironed, and curled. Always use a heat protectant spray and keep temperatures below 180°C (356°F). Excessive heat over time will reduce the lifespan of your wig.

Store your wig on a wig stand or mannequin head in a cool, dry place away from direct sunlight. Keep it away from dust by covering with a hair net or the original packaging. Avoid storing near heat sources.

Detangle your wig daily with a wide-tooth comb or wig brush, working from tips to roots. Apply a leave-in conditioner or wig spray to maintain moisture. Braid or loosely tie the hair when sleeping to prevent matting.

We accept Visa, Mastercard, American Express, PayPal, Klarna (buy now, pay later), Afterpay, and Apple Pay. All transactions are processed securely through encrypted payment gateways.

Yes! We offer buy now, pay later through Klarna and Afterpay. Split your purchase into 4 interest-free instalments. Simply select Klarna or Afterpay at checkout and follow the prompts to set up your payment plan.

Absolutely. We use industry-standard SSL encryption on all pages. Payment information is processed by our secure payment partners and is never stored on our servers. Look for the padlock icon in your browser address bar.

All prices on our website are displayed in Canadian dollars (CAD) by default. If you are shopping from another country, your bank will convert the amount to your local currency at the prevailing exchange rate.

Payment declines can happen for several reasons including insufficient funds, incorrect card details, or bank security blocks on international transactions. Please check your details and try again, or contact your bank. You can also try an alternative payment method or contact us for assistance.