Returns & Refunds
We know things don't always go to plan so we do accept returns.
If you've changed your mind about the purchase we can give you a refund, no problem - just send us the items in their original packaging & state (i.e. unworn, unaltered e.g. undyed, lace front unbleached and not cut or customised) within 14 days of receipt for a full refund. You will need to cover the cost of return postage in this instance.
While we’re super confident about Luxeriva hair in the unlikely event you aren’t happy with the hair's performance due to a fault (e.g. excess shedding or tangling, or if the item does not match the description) just send it back to us for a full, no quibble refund within 14 days of receiving your order. We will ask you to provide proof and cost of postage in order to reimburse the postal charge.
*Please review our delivery timelines so you know when to expect your parcel*
Exchanges (all unused items eligible within 14 days of receipt)
Use the Contact Us page to request an exchange stating your order number, reason for exchange and what you'd like to swap your item(s) for. If there is a price difference between the new and original item(s) we will send you an invoice or issue a partial refund on receiving the original item(s).
- If you have changed your mind or ordered an incorrect item you will need to cover the subsequent shipping costs
- If you'd like to replace a defective or damaged item then be sure to Contact Us so that we can arrange this for you at no additional cost
- Exchange requests are only valid when received within 14 days of receipt
Refunds (all unused items eligible within 14 days of receipt)
Use the Contact Us page to request a refund if you’d like to return an item stating your order number and reason for the refund. Once we have heard from you we will confirm whether you are eligible for a refund and then you can go ahead and return the item(s) to the address we provide.
- Change of mind items must be returned to us within 14 days of receipt to qualify for a full refund (not incl. Return P&P). Please note, you will be responsible for paying for the postage costs to return the item.
- Faulty products must be returned within 14 days of receipt to qualify for a full refund (incl. Return P&P), please do get in touch with us if you feel something isn’t as expected – we know hair should have a reasonable shelf life and it is the expectation that Luxeriva lasts a reasonable duration.
- The returned goods remain your responsibility until we receive it back so be sure to obtain proof of postage in the event the parcel gets lost in transit.
- If your returned items have not reached us within the time frames stated by your courier please get in touch with us via the Contact Us page so that we can assist
- Once your returned item(s) are received by us and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the outcome of your refund request via email.
- If approved, refunds are automatically issued to the same payment method used in the original purchase, and generally refunds can take up to 5 working days in the UK but this does vary depending on your payment method issuer.
- If you haven’t received your refund from us within the expected time frame suggested above:
- Check your bank account again
- Contact your credit card company, it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
- On occasion we may offer gift cards for sale, please note that these will not be eligible for return and as such are non-refundable
- We are proud to serve customers worldwide but this means that the packaging of any returned item(s) should be marked as “Returned Goods” to avoid customs charges
- Please note it may take longer for us to receive the item depending on where you are located so please bear with us while your item is on the way, and if you needed a replacement sooner then please get in touch!
If you can't find the assistance you need above then please email us at email@example.com; we usually respond within 24 hours.