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Refund policy
We have a 3-day return policy, meaning you have 3 days after receiving your item to request a return or an exchange.
To be eligible for a return, your item must be in the same condition as when you received it—unworn, unused, with tags, and in its original packaging. Orders with glueless customizations are not exchanged/refundable. You'll also need to provide the receipt or proof of purchase.
To initiate a return, please contact us at hello@luxehairbysophie.com.
Please be aware that all purchases made during sales are final and cannot be returned unless the item arrives damaged or you receive the wrong product.
Additionally, please note that all orders placed via Klarna, Clearpay, and PayPal are non-refundable and can only be exchanged, unless the goods sent are damaged or completely different from what was ordered.
If your return is accepted, we'll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
For any return inquiries, feel free to contact us at hello@luxehairbysophie.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Please note that all orders placed via Klarna, Clearpay, and PayPal are non-refundable and can only be exchanged, unless the goods sent are damaged or completely different from what was ordered.
Unfortunately, we cannot accept returns on sale items.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
Please note that we will not be responsible for the cost of returning your item to you should we reject your return for not following the rules stated above.
As a small business, we cannot offer FREE returns at this time, and therefore, this expense must be covered by you, the customer.
Your refund will be processed within ten working days of us receiving your return.
Unfortunately, we are unable to refund the original shipping cost.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@luxehairbysophie.com