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Welcome to Luxeal

Luxeal exercise a very strict quality control process to ensure that our clients receive only the best quality hair. Luxeal can only accept the item back for a return if its successfully returned back to us within 14 days of the date your order was delivered. The item(s) also needs to remain in top spec condition, with the curl pattern, lace and hair undisturbed – allowing it to be fit for resale. In a case where any of these conditions are not met, we reserve the right to refuse any return.

All returns 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.

ORDER CANCELLATIONS

If you would like to cancel your order before we have begun processing your order, this can be cancelled at no extra charge for an exchange to the original amount paid. customers have a thirty minute window to modify or cancel their orders. Simply email:  [email protected] requesting a cancellation or modification of your order.

EXCHANGE

If you would prefer an exchange due to a change of mind/preference, this may also be honoured within 14 days of receipt so long as the original item is still in top spec condition with the hair texture/ curl pattern and lace undisturbed and in it’s original packaging and can be exchanged for another product of equal value.

REFUND 

For unwanted/ change of mind orders requesting a full refund back to an original payment method such orders will need to be raised within 14 days of receipt. In the case you have received a faulty wig, please email:  [email protected]  within 72 hours of the date you have received your item(s). After we have investigated the returned item(s) and deemed it to be faulty due to manufacturers defect you will be issued with either the option of an exchange or a full/partial refund. 

Luxeal advise using Royal Mail Signed For service or Special Delivery for your own protection if in the United Kingdom.

Signed For / Tracked service your local Postal / Shipping Organisation offers if you are based outside the UK.

Please note, it is the customer’s responsibility to pay the return postage. Please note, Luxeal cannot accept responsibility for any product that is not received in our returns centre, please retain your proof of return, so you can dispute delivery with the courier used.

If you send a parcel untracked and we do not receive the parcel, we cannot accept liability for the missing parcel and will not be able to process your return.

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