Returns & Exchanges
Shop With Confidence
At Luxvive Hair, we want you to feel confident every time you shop with us. We understand that choosing hair online can sometimes be difficult, and occasionally you may decide that a different style, length, texture or option is better for you.
That’s why we offer a simple 30-day exchange service on eligible items, supported by our Customer Care team every step of the way.
If something isn’t quite right with your order, we’re here to help.
Our Promise to You
30-Day Exchange Window
Eligible items can be exchanged within 30 days of receiving your order.
Easy Exchange Process
Our Customer Care team will guide you through the process from start to finish.
Damaged, Faulty or Incorrect Order?
If your item arrives damaged, has a manufacturing fault or you receive the wrong product, please contact us and we’ll work with you to put things right.
Need Help Before You Order?
Not sure which length, texture, colour or product is right for you? Contact our Customer Care team at support@luxvivehair.com and we’ll be happy to help.
Changed Your Mind?
We understand that sometimes you may receive your order and decide you’d prefer a different style, length, texture or option.
Eligible items can be exchanged within 30 days from the date you receive your order, provided they meet the conditions outlined below.
To protect the quality and hygiene of our products for every Luxvive Hair customer, returned items must be:
- Unworn and unused
- Unwashed
- Uncut or trimmed
- Uncoloured and chemically untreated
- Free from styling products, adhesives, makeup, perfume or other substances
- Unaltered in any way
- Returned with all original tags, packaging and applicable hygiene seals intact
- In the same condition in which they were received
Please take care when inspecting your order. Once an item has been worn, installed, altered, cut, washed, styled or otherwise changed from its original condition, we may be unable to accept it for an exchange.
Something Wrong With Your Order?
We take great care when preparing every Luxvive Hair order, but if something isn’t right, please let us know.
If your item:
- Arrives damaged
- Has a manufacturing fault
- Is not the product you ordered
Please contact our Customer Care team at support@luxvivehair.com with your order number and clear photographs showing the issue.
Where we confirm that an item is faulty, damaged in transit or incorrectly supplied by us, Luxvive Hair will cover the appropriate return shipping costs and work with you to resolve the issue.
Please contact us before wearing, installing, washing, cutting or altering an item if you believe there may be a fault.
How to Request an Exchange
We’ve made the exchange process as straightforward as possible.
1. Contact Our Customer Care Team
Email support@luxvivehair.com with your order number, the reason for your exchange and, where requested, clear photographs of the item.
2. Receive Your Return Instructions
Once your request has been reviewed, our Customer Care team will provide your return authorisation, return address and instructions.
Please contact us before sending your item back. This helps us identify your return and ensures it reaches the correct team for processing.
3. Send Your Item Back
Carefully package your item in its original packaging and follow the return instructions provided.
Please include your order number inside your parcel and keep your proof of postage and tracking information until your exchange has been completed.
4. We’ll Take Care of the Rest
Once your return arrives, our team will inspect the item to confirm that it meets our exchange requirements.
Once your exchange has been approved, your replacement will normally be dispatched within 3–5 business days, subject to availability.
We’ll keep you informed throughout the process.
Return Shipping
For standard exchanges, customers are responsible for the cost of returning the item to us.
We strongly recommend using a tracked and insured delivery service, particularly when returning higher-value orders. Please retain your proof of postage until your exchange has been completed.