Returns & Refunds

Return & Refund Policy

We want you to love your Luxelle Hair purchase. If something is not right, we are here to make it right.

Last updated: May 2026

Return Eligibility

We offer a 30-day return window from the date your order is delivered. To be eligible for a return, your item must meet the following conditions:

Returned within 30 days of the delivery date
Item must be in its original, unworn condition
Hair must be unaltered — not cut, coloured, permed, or chemically treated
Lace must be untrimmed and in original state
Item must be returned in its original packaging with all accessories included
Proof of purchase (order number or receipt) must be provided

Important: For hygiene reasons, wigs that have been worn, styled, or altered in any way cannot be accepted for return. Please inspect your wig carefully before installing.

Non-Returnable Items

The following items are not eligible for return or refund:

Wigs that have been worn, washed, or styled
Items with trimmed lace or altered hairlines
Hair that has been chemically treated, coloured, or permed
Custom orders (specific colour, length, or density requests)
Items marked as final sale or clearance at time of purchase
Items returned after the 30-day return window

How to Return — 3 Easy Steps

Contact Us

Email hello@luxellehair.com with your order number and reason for return. We will respond within 24 hours with instructions.

Pack & Ship

Repack your item securely in its original packaging. Ship to the return address provided by our team. We recommend using a tracked service.

Refund Issued

Once we receive and inspect your return, we will issue your refund within 5–7 business days to your original payment method.

Return Shipping Costs: Customers are responsible for return shipping costs unless the item received was incorrect or damaged. We recommend shipping with tracking as we cannot be responsible for lost return parcels.

Refunds

Once your return has been received and inspected, we will send you an email confirming whether your refund has been approved or declined.

If approved, your refund will be processed to your original payment method within:

Credit / Debit card: 5–7 business days
PayPal: 3–5 business days
Klarna / Afterpay: 5–10 business days (your instalment plan will be adjusted)

If you have not received your refund after the stated timeframe, please check with your bank first, then contact us and we will investigate.

Exchanges

We are happy to exchange your item for a different style, length, or texture, subject to the same eligibility conditions as returns.

Because all items are made to order, exchanges are processed as a new order. We will refund your original item and you can place a new order for the replacement. Contact us to initiate an exchange.

Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:

Your order number
Clear photos of the item and packaging
A description of the issue

We will arrange a free return and send you a replacement or full refund at no additional cost. We sincerely apologise for any inconvenience and take quality issues very seriously.

Contact Us

Our customer service team is available to assist you Monday to Friday.

Email: hello@luxellehair.com
Please include your order number in all correspondence
We aim to respond to all enquiries within 24 business hours