Orders are processed daily Mon-Fri 8AM-5PM Eastern Standard Time excluding holidays. Orders after 1PM will be processed the next business day.
Is it safe and faster to order online? YES!
Placing your order online is 100% safe and secure. Payment data is transmitted from customers directly to our payment gateway, reducing PCI DSS scope - which means it never enters our internal systems which can increase fraud risks. We are compliant with ADA guidelines.
Where is my package?
- Once your order is shipped out, you will receive a tracking number by email in 1-2 business days.
- Please check your email for your tracking number.
- To track your package go to usps.com.
- If for some reason you did not receive a tracking number then please email [email protected] and we will assist you
- If your package says it has been delivered yet you have not received it you need to contact USPS Call 1-800-ASK-USPS® (1-800-275-8777). We are not the post office and cannot help you once it has left our warehouses.
- Please note WE CANNOT TRACK PACKAGES FOR CUSTOMERS and once the package has been shipped, we are not responsible for any tracking or delays that may occur from that point on.
What about returns?
Not sure which color is perfect for you? Buy a few colors, keep what you want, and simply return what you don't need for a FULL refund of the product. We do not refund the shipping. It's important to know that we do not take back opened packages under any circumstance, so make sure the color is right before you open any of the packages. Email us for a return form at [email protected]
I ordered Overnight Shipping, where is my package?
All express orders may take anywhere from 24-48 hrs depending on where you are located in the USA. If you are an international customer you will need 48-72 hours for express shipping. . For instance, if you live in a rural area and it takes the post office 3 more hours to drive there, it may take longer. Overnight is an estimate. Again, check your tracking number to locate your package.
How do I change my address or contact information?
- Please email us at [email protected]
- Address changes must be changed in writing from the same email used to place your order.
- Verbal changes will not be accepted.
Where are you located?
Our corporate headquarters are located in Miami, Florida. We have warehouses throughout the country for your convenience to offer you better prices on shipping.
Do you ship overnight?
Yes, we are USA based, so overnight shipping is available on all in stock items.
RETURNS & EXCHANGES:
What is your exchange policy?
We have a great exchange policy. If your hair does not match, we exchange it - no questions asked (as long as the package is unopened).
How do I return my package?
Due to disease and other sanitary issues our products cannot and will not be repackaged and resold under any circumstances. Hair is a personal care item which is regulated by the federal government so NO RETURNS ON WORN OR OPENED HAIR. NO EXCEPTIONS!
Any other return questions such as: wrong color, length or product? Please email [email protected] to resolve your issue and request a Returned Merchandise Form.
Your merchandise will be evaluated and if found eligible, the credit card used to purchase the items will be refunded. Please allow up to 2 weeks to see your refund as some banking institutions are slower than others.
All returns must be approved first and sent back to the following address with the return receipt filled out:
Lux Beauty Club, Attention: Returns, 459 Columbus Avenue, Suite 373,New York, NY 10024
In original, factory condition (unaltered, unworn, undamaged, and with tags attached) and in original packaging. WE DO NOT refund shipping.
- Odor-Free (Any odors on the product will render the product ineligible for exchange)
- Item(s) must be returned within 3 business days of receiving your original order.
Items not in original condition.
- Worn hair.
- Items accepted 3 business days after receiving date. (Date you signed for your shipment) If returned product is unopened and in original condition, you may choose to exchange the product or receive a store credit for the balance on your account after the restocking fee has been applied.
- Custom hair extensions, discounted items, liquids, adhesives and wholesale orders
- Beauty products including shampoos, conditioners, masks, and serums.
How do I exchange my package?
Only eligible UNOPENED products may be exchanged.
There are 2 different types of exchanges:
Even exchange- Eligible Products may be exchanged for another product that is the same length, but a different color. The customer is still responsible for reshipping costs. The same method of shipping as the original order will be used unless otherwise specified in writing by the customer.
Uneven Exchange- Eligible products may be exchanged for a different color and length, the difference in price will be charged to the original card used including any re-shipping costs.
How do I cancel my order?
Once an order is placed, it is sent to our processing department. Orders usually process from 4 hours to 24 hours before sent to our shipping department. If an order is cancelled before it is shipped there is a 5% bank transaction fee applied. If an order is cancelled once it has been shipped the restock fee applies. Any order larger than 4 packs of hair, or is a custom color will be charged a 25% restocking fee due to inventory stock hold. Hand-made custom orders including, custom colors 60, 99J as well as any length over 24" will incur a 75% cancellation fee as we will not warehouse a product that we cannot resell and therefore the product will be discarded.
Furthermore, we may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from the Site whether or not that merchandise has been sold, removing, screening or editing any materials or content on the Site, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
Lux Beauty Club offers products for sale that are in stock and available for dispatch from our distribution center. Occasionally however, we may be waiting for shipments from our suppliers. Consequently you may from time to time be given the possibility of making an Advance Payment for certain items in which case you are able to make an Advance Purchase. This will ensure that you receive this item in priority once stock has been delivered to us. Your rights regarding Advance Purchase are the same as those for any other purchase at the Site.
Items received into stock may be pre-allocated to satisfy Advance Payment orders and customers making Advance Payments will receive items in priority to customers on the Waiting List or customers ordering through the Site for immediate delivery. Please be aware that we may be unable to deliver selected Advance Payment merchandise due to production problems or quality check issues identified when we receive an order into stock. In these circumstances we will notify you by email and refund the Advance Payment to your credit/debit card within seven days of being advised that merchandise has become unavailable.
For any further questions or comments, please email us at [email protected]