PLEASE READ CAREFULLY
To maintain the quality, softness, and longevity of your wig/unit, proper care is essential.
Recommended Hair Care:
* Use sulphate-free shampoo and conditioner.
* Detangle hair gently from ends to roots using a wide-tooth comb or paddle brush.
* Avoid excessive heat; always use a heat protectant when styling.
* Store your wig on a mannequin head or silk/satin bag when not in use.
* Deep condition hair regularly to maintain moisture and softness.
* Avoid sleeping or swimming in your wig to prolong its lifespan.
NOTE THAT LIGHTENING CAN AFFECT THE TRUE COLOR OF AN EXTENSION. We will try our possible best to show you the wigs especially the coloured wigs in different lightening but bear in mind that phone and camera screens cannot be relied upon to show the accurate colours.
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Please Read Carefully
Every The Luxestrandz unit is handcrafted with care. Processing times may vary slightly depending on order volume, customisation requests, and styling requirements.
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Processing Time
Our standard processing time is approximately 10–20 working days.
Each wig is carefully prepared to meet our quality standards before dispatch. In some cases, orders may ship sooner depending on product availability and the level of customisation required.
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Shipping Time (After Processing)
UK Orders
* Estimated delivery: 1–2 business days
We use trusted delivery partners including:
* DHL
* FedEx
* ParcelForce
* Royal Mail
Shipping carriers may vary depending on your location and delivery requirements.
Once your order has been dispatched, you will receive a tracking confirmation via email.
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Shipping Disclaimer
Once your order has been shipped and tracking information has been provided, The Luxestrandz is not responsible for parcels that are lost, stolen, delayed, or marked as delivered by the courier.
If you experience any issues with your shipment, we recommend:
* Contacting the courier directly for updates
* Opening a claim with the shipping provider where necessary
We will always assist where possible and can provide supporting documentation to help with your claim.
At The Luxestrandz, customer satisfaction is extremely important to us. Due to the nature of our products and hygiene regulations, we kindly ask all customers to carefully review our policy before making a purchase.
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Order Processing & Custom Orders
All orders are made specifically made for you. Production begins within 24 hours of payment confirmation, at this point your unit is in the process of creation.
Any changes to your order; including cap size, styling preferences, or specifications must be requested within 24 hours of placing your order. Requests made after this timeframe may not be accommodated.
Under the UK Consumer Contracts Regulations 2013, made-to-order, custom, and personalised items are exempt from the standard cancellation period. Once production has commenced, orders cannot be cancelled or refunded.
This applies to all customised units and services, including:
* Lace customisation
* Bleached knots
* Plucking
* Colouring or toning
* Styling
* Custom sizing
* Layering
Once work has started on a custom order, the order becomes non-cancellable and non-refundable.
Due to hygiene and safety regulations, made to order wigs, hair bundles and custom hair units are non-refundable and non-exchangeable once they have been Opened, Worn, Installed, Altered, Brushed, Styled, Washed and Coloured
This policy applies to all custom, personalised, and made-to-order units.
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Faulty Items or Order Errors
If you believe your order is faulty or an error has occurred on our end, you must contact us within 48 hours of delivery.
Please note:
* The notification period begins from the date your tracking shows the parcel as delivered.
* You must report any issue within 3 calendar days of delivery.
* Any claims made after this period will not be accepted.
Example:
If your parcel was delivered on 01/02/2026, you must notify us of any issue no later than 03/02/2026.
When contacting us, please provide:
* Your order number
* Clear photographs and/or videos
* A detailed explanation of the issue
We will assess the matter and, where appropriate, offer an exchange or store credit.
Items damaged due to handling, installation, styling, maintenance, or product use after delivery will not be considered faulty.
Please note that natural characteristics of raw human hair, including minimal shedding or tangling, are not considered manufacturing faults.
If you request customisations such as lace cutting, colouring, layering, or styling based on your personal preference rather than the advertised style, the item will not be eligible for return or exchange.
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Packaging & Styling Disclaimer
All units are professionally styled and packaged before dispatch. Due to packaging and transit, hair may naturally flatten, shift, or lose parts of its original styling during delivery.
Layered or styled units may require light restyling upon arrival, including brushing, curling, or straightening to achieve the desired look. This is normal and is not considered a fault.
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Delivery & Return Shipping
We recommend using a courier service that provides tracking and delivery confirmation when returning any approved items, as we are not responsible for lost or missing packages during transit.
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Contact Us
For all order enquiries, returns, or support, please contact us:
Email: Theluxestrandz@gmail.com
WhatsApp: +44 7432 489 805
You can also review official UK consumer refund guidance via GOV.UK Consumer Refund Guidanc
Where is your hair sourced from?
Our hair is raw unprocessed human hair ethically sourced from southern Eastern Asia and carefully handcrafted.
How long will my order take?
Processing times vary depending on the unit. Ready-to-ship wigs are dispatched faster, while custom units require additional time for preparation and styling.
Will my wig arrive exactly as pictured?
We aim to style every unit as shown; however, due to packaging and transit, slight restyling may be needed upon arrival.
Do layered units require styling?
Yes. Layered units are designed to achieve their full look through styling. You may need to curl, straighten, or shape the hair to your desired finish.
Can I use heat on my wig?
Yes, raw hair units can be heat styled. We recommend using a heat protectant and avoiding excessive heat to maintain hair quality.
How do I maintain my wig?
Regular washing, conditioning, gentle detangling, and proper storage will help maintain the longevity and appearance of your wig.
What is the lifespan of the wig?
This will vary depending on how you care or wear your wigs. up to 5 years for Raw Hair
Do you offer refunds or exchanges?
Due to hygiene reasons, all sales are final. Please resd our return policy carefully before purchasing.
What should I do if I have an issue with my order?
Please contact us within 24–48 hours of receiving your order with your order number and clear photos/videos of the issue.