Policy & Procedures
Luxury Hair Silhouette Policies
By making any payment to Luxury Hair Silhouette, you confirm that you have read and agree to all our policies. Due to the nature of our products and the hair industry, all sales and deposits are FINAL. Returns and exchanges are not offered under any circumstances, except in cases where the wrong product is shipped or a confirmed product defect is identified.
ORDER PROCESSING AND SHIPPING POLICY
Standard Orders
Processing Time:
All orders are carefully prepared and processed within 2–4 business days to ensure your bundles are ready for install, regardless of the shipping option selected at checkout.
Shipping:
Once processed, your order will be shipped via the method you selected at checkout. Shipping times may vary depending on location and chosen shipping option.
Duties & Taxes:
- Canada: Orders shipped within Canada are duty-free.
- USA: Orders shipped to the United States may be subject to import duties, taxes, or customs fees, which are the responsibility of the recipient.
Shipping Days:
We ship Monday through Friday, excluding weekends and holidays.
Saturday Delivery:
Saturday delivery cannot be guaranteed, even with express shipping.
Same-Day Shipping:
Same-day shipping is not available.
Shipping Confirmation:
You will receive a confirmation email once your order has shipped.
Delivery Details
Estimated Delivery Time:
Once shipped, your order typically arrives within 2–4 business days. Delivery times may vary based on location and carrier volume.
Signature Requirement:
All deliveries require a signature to ensure safe and confirmed receipt.
Tracking Information:
You will receive a shipping confirmation email along with a tracking number as soon as your order leaves our facility. Please allow up to 24 hours for tracking to update.
Carrier Responsibility:
Once your package is handed over to Canada Post, Purolator, DHL, or USPS, the carrier assumes full responsibility for safe and timely delivery. We are not liable for delays, lost, or stolen packages after this point.
Billing & Shipping Addresses
To prevent fraud and ensure secure delivery, billing and shipping addresses must match.
If addresses do not match, your order will be canceled and a full refund issued to your original payment method within 10 business days.
Pre-Order Shipping & Processing
Processing Time:
Pre-orders reserve your selected extensions to ensure they are not sold out. Processing can take up to 14 business days, excluding weekends and holidays.
ID Verification:
Processing begins after ID verification is completed. This must be submitted within 48–72 hours of placing your order. Failure to verify within this timeframe will result in automatic cancellation and a refund.
Order Updates:
No updates will be provided during the processing period. Once your pre-order ships, a confirmation email with tracking information will be sent.
Estimated Delivery Time:
Once shipped, pre-orders typically arrive within 2–5 business days, depending on your location.
Important Notes
Responsibility After Shipping:
Once your package is transferred to USPS or Canada Post, we are not liable for lost, stolen, or damaged packages. Contact your local post office for delivery issues.
Address Accuracy:
Please double-check your shipping address at checkout. Luxury Hair Silhouette is not responsible for orders sent to incorrect or incomplete addresses. Returned packages will require payment of a re-shipping fee.
Return & Exchange Policy
Due to the nature of our products and for hygienic reasons, all sales are FINAL.
Wrong Item Received?
If you received the wrong product, email luxuryhairsilhouette@gmail.com so we can resolve the issue. We will cover return shipping if the error is on our part.
Product Use Disclaimer:
Altering hair in any way (cutting, dyeing, bleaching, perming, lifting, or removing from the weft) voids eligibility for exchange or replacement, even if the product appears defective.
If a product defect is confirmed upon inspection, we will gladly exchange or replace the item. If no defect is found, the original product will be returned via Priority Mail at our expense, and no replacement will be issued.
⚠️ Lace Products Policy:
Lace items (full lace wigs, lace closures, lace frontals) are not eligible for returns, exchanges, or replacements under any circumstances.
Pickup Policy
Accepted Payment Methods:
For local pickups, we accept Cash or E-Transfer. Send E-Transfers to luxuryhairsilhouette@gmail.com using the password "hair" and include your order number in the message.
Pickup Scheduling:
After payment, call to confirm a pickup date and time. Pickups are ready within 2–3 business days from confirmation.
- Cash payments require confirmation within 24 hours; otherwise, the order will be canceled.
Currency Notice:
Ensure your total is in CAD (Canadian Dollars). Orders paid in USD by mistake may be delayed or canceled.