If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email service@sheluxhair.com at first.
Return & Exchange Conditions
1. Items returned without authorization will not be accepted.
2. Items must be returned within 30 days after you receive them.
3. All items must be in the same condition that you received it, unworn or unused, with lace, and in its original packaging. You’ll also need the receipt or proof of purchase, for example, the picture of the package and the hair.
4. When returning or exchanging items, customers must use a shipping method providing tracking information.
Non-returnable items
Damage/Lost caused by customers is non-refundable.
General Return Process
1. Initiate a return: Please email us at service@sheluxhair.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 working days.
2. Ship the item back: If your return is accepted, we’ll send you the return address（Please note that return address is not the same as the address we shipped）, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
3. Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
Return Charge
If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you include the return freight;
If the return is due to the buyer’s problem (such as: don’t like/wanting the item, or ordered a wrong product/size), the buyer should pay the return freight.
Refund Policy
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method （Such as PayPal, Shop Pay, Visa etc.） of payment within 2-3 working days.
If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us by emailing service@sheluxhair.com, we will reply to you in 24 hours.
Please Note: we do not refund our original shipping cost.
Exchange Policy
If you are going to exchange a new item, please follow the return process above.
Contact service@sheluxhair.com and we will confirm the exchange product after your exchange request is approved. Please note that customers should cover the shipping fee returning back.
After you send the hair back and we check the package is in good condition, we will ship the new item to you in 3 working days. Price difference occurs when you want to exchange new products, so we will refund the original order to you when we receive the hair, then arrange your new order.
You will receive new item after we ship the hair in 3-5 working days, if you did not get the hair please contact service@sheluxhair.com, we will reply in 24 hours.
Order Cancellations
We can cancel the order for you if you contact us by emailing service@sheluxhair.com in 12 hours after your purchase.
If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money. The payment will be directly returned to the the account you paid, Visa, Shop Pay, PayPal etc. If you do not receive the payment in 48 hours, please email us and we will reply in 24 hours.
Orders can't be canceled once the parcel is shipped out, if cancel customers should cover the freight back.
Repair Policy
Every customer can enjoy a one-time free repair service within after-sale three months (except for the damage caused by improper use ).
Repair services after 3 months will be charged a fee that depends on what kind of repair needs to be done. The Round Trip Shipping Fee is covered by customers.
Please email service@sheluxhair.com with pictures before you return it we have to make sure whether it can be repaired.
We will initially determine the cause based on the photos, specific reasons, and repair methods that will be given after the wig is received and checked by professional staff.
The repair costs and re-shipping fee will be on the customers if the damage is the result of inappropriate use.
Customers are responsible for the return shipping fee.