Shipping Policy
All Luxelle wigs are made to order. Please read our shipping policy carefully so you know exactly what to expect.
Last updated: May 2026
Made to Order
Every wig sold by Luxelle Hair is made to order. This means your wig is not pre-made and sitting on a warehouse shelf — it is crafted specifically for you after your order is placed and payment is confirmed.
This approach allows us to maintain the highest possible quality standards, ensure freshness of materials, and give each customer a product made with individual care and attention.
Processing Time
Processing time begins after payment is successfully confirmed. Orders placed on weekends or public holidays begin processing on the next business day.
- Standard wigs: 1–3 business days to prepare and dispatch
- Custom colour or length orders: 2–4 business days to prepare and dispatch
- You will receive a shipping confirmation email with tracking details once your order has been dispatched
Delivery Timeframes
The following delivery timeframes apply after your order has been dispatched. These are estimates and do not include processing time.
| Destination | Carrier | Estimated Delivery | Tracking |
|---|---|---|---|
| 🇨🇦 Canada | Standard Shipping | 2–5 Business Days | Yes — full tracking |
| 🇺🇸 United States | DHL Express | 4–7 Business Days | Yes — DHL tracking |
| 🌍 International | DHL Express | 5–10 Business Days | Yes — DHL tracking |
Our Carriers
We carefully select carriers based on reliability, speed, and tracking capabilities.
- Canada: Shipped via Canada Post or equivalent standard carrier with full tracking
- United States: Shipped exclusively via DHL Express for speed and reliability
- International: Shipped via DHL Express to all supported international destinations
Order Tracking
Once your order is dispatched, you will receive an automated email containing your tracking number and a direct link to track your shipment in real time.
- Canadian orders: track via the carrier's website using your tracking number
- US and international orders: track directly at dhl.com using your DHL tracking number
- Tracking may take up to 24 hours to activate after your dispatch confirmation email is sent
Delays & Issues
While we do everything in our power to ensure timely delivery, occasional delays can occur due to:
- Customs clearance for international orders
- Carrier delays during peak seasons (Christmas, Black Friday)
- Extreme weather events
- Incorrect or incomplete delivery address provided at checkout
If your order has not arrived within the estimated timeframe, please contact us and we will investigate with the carrier on your behalf.
Address Changes
If you need to change your delivery address after placing an order, please contact us immediately. We can only update addresses before your order has been dispatched.
Once an order has been shipped, we are unable to redirect it. Any re-delivery costs arising from an incorrect address provided at checkout are the responsibility of the customer.
Contact Us
Have a question about your shipment? Our customer service team is here to help.
- Email: hello@luxellehair.com
- Response time: within 24 hours on business days
- Please include your order number in all correspondence