LuxExtend ships worldwide!

Our products are shipped from our warehouse located in the Netherlands. All the prices on the website do not include shipping costs. Shipping charges for your order will be calculated and displayed at checkout.

Shipment processing time

All national (Dutch) orders are processed within 1-3 business days and international orders within 3-8 business days. Orders are not processed on weekends or holidays.

Please note that the estimated delivery time are from the date of dispatch. We aim to dispatch orders within 1 - 3 working days however this can vary due to stock availability. If we receive a large number of orders, shipments may be delayed for several days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Liability

Delivery times are quoted in good faith, we are not liable for any expenses or other costs incurred due to failed or late deliveries. On the rare occasion that delivery is delayed due to our courier service we will not be able to send out any replacement goods until the original parcel has been confirmed as lost in transit. This can take up to 10 working days.

Shipment confirmation & Order tracking

You will receive a confirmation e-mail once your order has been processed to the e-mail address provided during checkout. After your order has been shipped you will receive a second e-mail with the Shipment Confirmation containing your track & trace number(s). The track & trace number will be active within 24 hours. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us.

Customs, Duties and Taxes

All charges to do with importing goods are the responsibility of the customer. All Packages imported to your country may be subject to customs, taxes or other fees. We don't have any control over customs charges levied by governments around the world on the importation of goods. Every country has their own specific rates for duties and its worth frequenting the possible charges you may incur as a result of buying good from an international seller. LuxExtend is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Please note, any order that's declined by the receiver due to a customs charge reason will only get refunded on the successful return of the item to us and we will refund the full amount minus any customs chares applied to the shipment that we have to pay as a result of you refusing the order.

Wrong address disclaimer

We want to make sure you receive your products, so make sure you enter the right shipping address and right contact name of the person who will receive it. It is the responsibility of the buyer to make sure that they enter their shipping address correctly. Please doublecheck the address you provided with your order. LuxExtend is not responsible for packages that are sent to a wrong address that is provided by the buyer. If you make a mistake, or things change, write to us immediately at info@luxextend.nl and we may be able to modify your order. If your order is already processed or has been shipped, we are no longer able to change the address.

In the unlikely event that you have entered the wrong address with your order, the only thing we can do after your order has been shipped is to wait and see whether the package is returned to us. After receipt, we can send the package to the correct address. In this case, the additional costs for shipping are borne by the buyer.

The customer is responsible for the correctness of the data provided by the customer to LuxExtend. LuxExtend has no obligation to check and in the event of incorrect or incomplete information on the part of the customer, the latter bears all consequences in this regard (delivery period), as well as direct and indirect.

Damages or Deliverd but not Received

Delivery takes place either by handing over the goods directly to the customer or by handing over the goods to a forwarder or carrier at LuxExtends's premises. The goods travel at the customer's risk, even if they are shipped carriage paid. LuxExtend is free to choose whether to appoint a forwarder or carrier.

All our shipments contain a track & trace number. If the tracking information confirms that the item has been delivered to your order address but you have not received the order, please contact the carrier to investigate this issue. We cannot be held responsible for packages where the tracking information states that the package has been delivered to your order address.

If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.

RETURNS & EXCHANGE POLICY

If you are not entirely satisfied with your purchase, we're here to help. We will happily exchange or refund your item if it’s not the right color. We fully understand that choosing the right color from a computer screen is not always easy.

Return Policy

If you are not satisfied with your product, you may return it to us unopened within 30 days of receiving your products. Before returning or exchanging, please make sure the security seal has not been removed or damaged.

Non-Returnable if Opened

Due to hygiene reasons, we only offer refunds/exchanges on hair products that have not been opened, worn or tampered with. All packaging must be returned with any return or exchange. Our hair extensions are made from human hair and this is considered a hygienic product by law. We take matters of hygiene and public safety very seriously and do not allow opened items to be returned for the safety of all our customers.

We are not alone - other hair extensions suppliers do not allow returns of opened items for the same reasons.

Thereby is any cutting, coloring, toning (including silver and purple shampooing) or tinting of extensions done entirely at the customers own risk and we will not test, refund or exchange any extensions that have been exposed to the above. This voids any chance of return (including items being returned for further investigation). All hair extensions must be returned in the original product color and length. If your return does not comply with our policy and is unable to be accepted, the product will be returned, and a small shipping fee is liable to be paid by the customer.

All customers must contact us before returning their products. Thereby they must provide us with track trace information of the product that is being returned after the package is sent. We won't be responsible for loss of your return. Partly for this reason we recommend that you send your exchange or return with a tracking number so we can follow your return.

You can start your exchange or return shipment process via the 'Return' section of your account on our website.

Exchange & Refund Policy

After we have received, inspected and confirmed that the returned hair extensions were not opened, we will contact you about your refund or exchange. It takes 1-2 business days to process all orders from the moment we place it in our system.

if you choose to exchange the returned product, the new product will be shipped within 1 to 3 business days after processing the returned product.

if you opt for a refund of the purchase amount, we aim to transfer the purchase amount within 1 to 3 business days after processing the returned product. A full refund will be issued to the original payment method after we receive the returned products. Shipping charges are non-refundable. Some financial institutions can take up to 3 business days or longer to process the refund. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.

Gift vouchers and free gifts

Gift vouchers cannot be returned or exchanged for a card refund.

All returned items that were paid for with a gift card will be refunded as store credit for you to use for a future purchase. If you want a refund of the purchase price and you have claimed a free gift, you must return the gift or it will be deducted from your refund total.

Costs of Return or Exchange

By placing an order with LuxExtend, you are responsible for the return costs to LuxExtend.

Disclaimer

We won't be responsible for loss of your return or exchange. Partly for this reason we recommend that you send your exchange or return with a tracking number and send by registered e-mail so you can follow your exchange/return. Note: please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.

More questions?

Email us at info@luxextend.nl if you have any questions and we are happy to help you further.

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