At Luxe Locks Shop, we believe your satisfaction should be as premium as our hair products. While we meticulously craft and inspect every Human Hair Wig, Hair Bundle, and Hair Care product before shipment, we understand that sometimes a return or exchange may be necessary. Our policy is designed to be as smooth and luxurious as your hair transformation experience.

Return & Exchange Eligibility

To be eligible for a return or exchange, your item must meet the following criteria:

  • Timeframe: Request must be made within 15 days of receiving your order
  • Condition: Items must be unused, in original packaging, with all tags attached
  • Proof of Purchase: Original order confirmation or receipt required
  • Hygiene Considerations: For health and safety reasons, certain products cannot be returned (see below)

Non-Returnable Items

To maintain the highest hygiene standards for all our customers, the following product categories cannot be returned or exchanged unless defective:

  • Hair Cremes & Lotions (opened or unopened)
  • Cleansers & Conditioners
  • Leave-In Conditioners
  • Gels & Edge Control products
  • Detanglers and other liquid/styling products
  • Opened Accessories & Tools
  • Anti-Itch products

These items may only be returned if they arrive damaged or defective.

Return Process

Step 1: Submit Return Request

Within 15 days of receiving your order, email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Luxe Locks Shop Team, I would like to request a return/exchange for my recent purchase: Order Number: [Your Order Number] Order Date: [Date of Order] Product(s) to Return: [Product Name(s) and Quantity] Reason for Return: [Please specify – Size, Color, Defective, etc.] I confirm that the item(s) are unused and in original packaging. Please provide instructions for returning the item(s). Thank you, [Your Full Name] [Your Email Address] [Your Phone Number]

Step 2: Receive Authorization & Instructions

Within 1-2 business days, our team will respond with:

  • Return authorization number
  • Shipping instructions and return address
  • Any special instructions for your specific products

Step 3: Ship Your Return

Package your items securely including:

  • All original packaging and tags
  • Copy of your order confirmation or receipt
  • Return authorization number clearly visible on the package

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error or defective products.

Step 4: Processing & Refund

Once we receive and inspect your return (typically 3-5 business days after arrival):

  • We will process your refund to the original payment method
  • You will receive email confirmation once processed

Exchange Process

Exchanges follow the same process as returns. Please indicate in your request if you’d like to exchange for:

  • A different size or color of the same product
  • Store credit for future purchases
  • A different product from our Boutique collection

If exchanging for a more expensive item, you’ll be charged the difference. For less expensive exchanges, you’ll receive a refund for the difference.

Refund Timeline & Methods

We strive to process refunds as quickly as we ship our premium hair products:

  • Processing Time: 3-5 business days after we receive and inspect your return
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Bank Processing: Additional 5-10 business days for the refund to appear in your account, depending on your financial institution
  • Store Credit: Immediate issuance for exchanges or credit requests

Defective or Damaged Items

If your Human Hair Wigs, Hair Bundles, Braiding & Crochet Hair, or other products arrive damaged or defective:

  • Contact us within 48 hours of delivery at [email protected]
  • Include photos of the damaged/defective items and packaging
  • We will provide a prepaid return label and expedite your replacement
  • All shipping costs covered by Luxe Locks Shop

International Returns

As we serve customers worldwide (excluding some areas in Asia and remote regions):

  • International customers are responsible for return shipping costs and any customs fees
  • We recommend using a trackable shipping service
  • Refunds will be issued in US Dollars
  • Original shipping fees are non-refundable for international returns

Need Assistance?

Our customer service team is dedicated to ensuring your Luxe Locks experience is exceptional, from selection to satisfaction.

Email: [email protected]

Response Time: 1-2 business days

Business Address:
Luxe Locks Shop
3415 Frederick Street
Sacramento, US 58147