Policy & Procedures

By making any payment to Luxury Hair Silhouette, you confirm all our policies. Due to the nature of the industry and Luxury Hair Silhouette, all sales and deposits are FINAL, under no circumstances will returns and exchanges be offered.

Order Processing and Shipping Policy

  STANDARD ORDERS

Processing Time
All orders are processed within 2-3 business days, regardless of the shipping option chosen at checkout.

Shipping Days
We ship Monday through Friday, excluding weekends and holidays.

Saturday Delivery
We cannot guarantee Saturday delivery, 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

Delivery Time 

Delivery typically takes 3-7 business days after shipping.

Signature Required
A signature is required upon delivery.
Tracking Information
You will receive shipping confirmation and tracking details via email once your order leaves our facility.

Responsibility Transfer
Once your package is handed over to Canada Post or USPS, they assume responsibility for delivery.

Billing and Shipping Addresses


Billing and shipping addresses must be the same. If they do not match, your order will not be shipped, and a refund will be issued to your credit card within 10 business days.

PRE-ORDER SHIPPING & PROCESSING

Processing Time 
Pre-orders ensure your desired extensions are reserved and not sold out upon arrival in our store. Pre-orders may take up to 14 business days to process. Note that business days do not include weekends or holidays.

ID Verification 
Order processing begins once ID verification is completed. This must be done within 48-72 hours. If not completed, the order will be canceled and refunded.

Order Updates 
You will not receive updates during processing. After processing, you will receive tracking information via email.

Delivery Time 
Shipping takes between 2-3 business days.

IMPORTANT NOTES

Responsibility After Shipping 
Once an order is with USPS, we are not responsible for lost, stolen, or damaged packages. Please contact your local post office for any issues.

Address Accuracy 
Ensure your address is correct at checkout. We are not responsible for packages shipped to incorrect addresses. If a package is returned, you are responsible for paying the shipping fee again.

 

RETURN POLICY

For all hygienic reasons, all items purchased are FINAL SALE. In the case that you have received the wrong order, please email our customer service luxuryhairsilhouette@gmail.com so we can quickly resolve the issue. Will pay the return shipping cost if the return is a result of our error. (wrong item received) 

Please note that using non-recommended products, perming, colouring, lifting, rinsing, cutting, removing the hair from the weft or otherwise processing the hair VOIDS the opportunity for a replacement, if it applies.  If Luxury Hair Silhouette verifies and agrees that the product is defective in any way, Your Luxury Hair Silhouette Extensions will then exchange or replace the item.

If Luxury Hair Silhouette does not validate the product defect issue, we will return the item in question to the customer at our expense (via priority mail) without an replacement of product. NOTE: DUE TO THE DELICATE NATURE OF LACE PRODUCTS (FULL LACE WIGS, LACE CLOSURES & LACE FRONTALS),  CAN NOT BE RETURNED. EXCHANGED OR REPLACED.

PICK UP POLICY

Cash or E-Transfers are valid for Pickup. You can E-transfer to luxuryhairsilhouette@gmail.com using the password 'hair'. Please add your order number in the message section of the E-transfer. Once this is done please call to verify when your order will be available for pick up. Please Note this is an alternative option for shipping out. The wait time is still 2-3 Business Days. 

If you would like to pay cash and don't call and confirm a date and time for your pick up within 24 hours your order will be cancelled and will not be held for you. Please double check that your order price is in CAD not USD, so you can bring/transfer the correct amount. 

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