For general inquiries or feedback, please get in touch with us.
Frequently Asked Questions
Everything you need to know
Need assistance? The team at Luxury strands has compiled answers to some of the most frequently asked questions below. If you can’t find the answer you're looking for or need further help, feel free to reach out anytime.
Refund policy
RETURN POLICY
Due to the nature of the item and for sanitary purposes
ALL SALES ARE FINAL AND THERE ARE NO REFUNDS
NO REFUNDS/NO EXCHANGES/NO CANCELATIONS
INCORRECT ORDERS
In rare occurrences if a mistake was made on our end, we will make every effort to correct it. You must notify us of any incorrect or missing items within 24 hours of receiving your package.
Shipping policy
SHIPPING INFORMATION
All orders are processed within 5-7 business days after you have placed your order. Orders are not processed on weekends or holidays. If you placed an order on the weekend your order will be processed on the next business day.
Standard shipping is within 1-3 business days AFTER Processing time.
All Custom Wig orders require 7-15 business days to process before shipping out.
UNDELIVERABLE PACKAGES, INCORRECT ADDRESSES, AND REFUSED DELIVERIES
All orders are shipped via USPS to the address you provide. Tracking numbers are sent to your email address as soon as soon as a shipping label is created. Incomplete or incorrect address information is the major cause of shipment delays. Please check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package.
ALL orders require a Signature Confirmation, meaning you MUST be there to sign for the package. USPS will usually make several attempts to deliver your package. In the event where you missed the delivery, it is the customer's responsibility to arrange for package pick-up, if necessary. No refunds will be issued for refused or abandoned shipments.
LOST SHIPMENTS
If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please contact us by email immediately. We will contact USPS right away and initiate a trace for your package and have them start an investigation. This investigation can take up to 8-10 business days but we cannot control how long it may take. If it is determined that your shipment has been lost a replacement will be sent pending USPS's investigation results. If the product comes returned to us as undeliverable, we will contact you and re-ship the item at our expense depending on the situation.
Is there something we missed? Please get in touch with us.