FAQ'S
RETURN POLICY OR EXCHANGE POLICY?

Yes, we are pleased to offer a return policy on unopened hair extensions. We find that we have remarkably low return rates and we are proud of the high quality hair extensions that we offer. However, we understand that there may be a case in which you need to return or exchange your order and we are more than happy to accommodate returns and exchanges on hair extensions that have not been opened, worn or tampered with and Luxe tamper resistant security seal has not been voided.

MAY I RETURN MY ORDER?

We are more than happy to accommodate returns on hair extensions that have NOT been opened, worn or tampered with.

You may return your Hair Extensions order ONLY if they have been unopened and not taken out of the packaging. El-Milano Hair Extensions are packaged with a special golden security seal which identifies if the extensions have been taken out of the cardboard backing to which they are attached.

WHY ARE LUXE PLATINUM LABE HAIR EXTENSIONS NON-RETURNABLE IF OPENED?

Human hair extensions are considered a hygienic product. We take matters of hygiene and public safety seriously and DO NOT ALLOW opened items to be returned for the safety of all of our clients.

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

HOW DO I MAKE A RETURN?

You must contact us first at orders@luxeplatinumlabel.com within a three (7) day return period. Luxe Platinum Label Hair Extensions must be shipped back unopened in the original packaging and the packaging must not be defaced in any way or a return will not be issued. All returns must be accompanied by a copy of your invoice.

The returned items will be inspected to see if you qualify for a return. Opened merchandise will not be refunded.

DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN?

You are responsible for all return shipping costs and we recommend that you send your return with a tracking number because Luxe Platinum Label will not be responsible for lost returns.

Also, please indicate on package “RETURN” or your package will be returned to you.

WHEN WILL I RECEIVE MY REFUND?

A full refund will be issued to your original payment method after we have received, inspected and confirmed that the returned hair extensions were not opened and taken out of the packaging which is protected by a Luxe Platinum Label tamper resistant security seal.

WHAT IS THE RETURN PERIOD?

We will provide a full refund on unopened hair extensions within seven (7) days of the date that you receive your hair extensions.

MAY I RETURN LUXE PLATINUM LABEL HAIR EXTENSIONS WITHOUT CONTACTING YOU?

No. You must contact us prior to sending your return. Please note that refunds for merchandise returned without contacting us will be denied.

HOW MAY I CONTACT YOU?

You may contact us by e-mail at orders@luxeplatinumlabel.com and we will reply to you within 24 hours.

If you wish to exchange your item(s) please follow our exchange policy here.

SHIPPING INFORMATION

STANDARD SHIPPING:

Please allow up to 4-6 business days to receive your order after your payment is cleared. Luxe Platinum Label Hair Extensions will take 2 business days (not including weekends) to process your order. After 48 business hours processing it will take 2-4 business to receive your package, you will receive your tracking number on or before the 3rd business day, all orders placed after 2:00pm EST are considered placed the next business day.

In most cases we will ship your items before that. It is advisable not to wait until the last minute to place your order.

All orders will ship within approximately 2-3 business days once payment clears, depending on the shipping method you select. For orders placed prior 2pm (EST) will be processed that day, If placed after 2pm (EST) an additional day will be required for processing. We will give you a delivery estimate when you place your order based on the information we receive from our system. We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust USPS or FedEx to deliver your package on time. If your package is delayed, we will not offer a reimbursement of shipping charges. If you need additional information, please contact us.

If the product you ordered is not available, we will contact you immediately by phone, email, or both to see if you are interested in a product substitution. If a substitution is not a viable option for you and you wish to cancel your order completely, we will issue your payment as a refund immediately.

UNDELIVERABLE PACKAGES, INCORRECT ADDRESSES, AND REFUSED DELIVERIES

Your order will normally be 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. If you do not receive a tracking number, please let us know. Use your USPS tracking or FedEx tracking number to track your package in transit. 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.

Due to problems with missing shipments and fraud attempts, we ship all packages with SIGNATURE CONFIRMATION. Meaning, someone must be there to sign for the package. USPS will usually make several attempts to deliver your package. They may also leave a notice of their attempts to deliver at the delivery address and give you a telephone number to call for pick-up or to arrange an alternate 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.

INCORRECT ORDERS / PRODUCTS

In rare occurrences a mistake or delay can happen from our end, we will make every effort to correct it. If we shipped the wrong item or something is missing, we will re-ship it at our expense using the same method of shipping as your original order. You must notify us of any incorrect or missing items within 7 days after receipt of your shipment.

PAYMENTS & ORDERING

Our preferred method of payment is PayPal. PayPal is one of the best, safest and secure ways to make an online payment. We accept the following payment type for your protection and ours: Paypal, Visa, MasterCard and American Express. We do not have access to share your credit card information with anyone. Your information is secured via Paypal, Using Paypal

Once you reach the checkout page and select the PayPal option, and click the “CONFIRM ORDER BUTTON”, you will be redirected to PayPal where you will be able to complete the checkout process. Simply follow one of the options to pay with your credit card, or use Bill Me Later.

ensure you have received the correct length, color and texture desired. We encourage you to thoroughly inspect and examine the hair without cutting the zip ties or opening the bundles. The only exception to this is receiving the incorrect order.

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