SHIPPING POLICY
At Luxury Hair Silhouette, we are committed to providing a smooth and reliable shopping experience from the moment your order is placed until your hair arrives. Please review our Shipping Policy carefully before completing your purchase.
By placing an order with Luxury Hair Silhouette, you acknowledge that you have read and agree to the terms outlined below.
ORDER PROCESSING
All orders are processed before shipment. Processing time is separate from the shipping/transit time selected at checkout.
• Please allow 3–5 business days for your order to be processed before shipment.
• Business days are Monday through Friday and do not include weekends or Canadian statutory holidays.
• During restocks, sales, launches, holidays, or periods of high order volume, processing times may be extended. Any extended processing timeframe will be communicated on our website when applicable.
• Once your order has shipped, tracking information will automatically be sent to the email address provided at checkout.
Please ensure your email address and shipping information are entered correctly when placing your order.
DOMESTIC SHIPPING (CANADA)
Carrier:
All Canadian orders are shipped with tracking. A signature may be required upon delivery for the security and protection of your order.
Shipping Options:
• Standard Shipping: Estimated delivery within 2–5 business days after shipment.
• Express Shipping: Estimated delivery within 1–2 business days after shipment.
Please note that shipping timeframes begin after your order has completed our 3–5 business day processing period.
Delivery timeframes are estimates provided by the shipping carrier and are not guaranteed. Delays caused by weather, service interruptions, high shipping volumes, or other carrier-related circumstances are outside of Luxury Hair Silhouette’s control.
INTERNATIONAL SHIPPING (UNITED STATES)
Carrier:
All U.S. orders are shipped with tracking. A signature may be required upon delivery when applicable.
Shipping Options:
• Standard International Shipping: Estimated delivery within 5–8 business days after shipment.
• Express International Shipping: Estimated delivery within 2–4 business days after shipment.
Please note that shipping timeframes begin after your order has completed our 3–5 business day processing period.
International delivery times may vary due to customs processing, import requirements, weather conditions, carrier delays, and destination-specific regulations.
CUSTOMS, DUTIES & IMPORT FEES
Orders shipped outside of Canada may be subject to customs duties, import taxes, tariffs, brokerage fees, or other charges imposed by the destination country.
These charges are not included in your order total or shipping fee unless specifically stated at checkout.
Customers are responsible for any customs duties, taxes, tariffs, brokerage fees, or import charges associated with their shipment.
Luxury Hair Silhouette does not control these fees and cannot guarantee the amount that may be charged.
Customs processing may also cause delivery delays. Luxury Hair Silhouette is not responsible for delays resulting from customs clearance or destination-country regulations.
EXPEDITED SHIPPING REQUESTS
Customers requiring expedited shipping may contact us at support@luxuryhairsilhouette.com with their order number as soon as possible after placing their order.
Expedited shipping requests are subject to order status, availability, and carrier options and cannot be guaranteed.
Please note that expedited shipping applies to shipping transit time only and does not shorten our standard 3–5 business day processing timeframe.
If your order has already been processed or shipped, we may not be able to make changes to the selected shipping method. Any additional shipping costs associated with an approved shipping upgrade will be the responsibility of the customer.
SIGNATURE REQUIREMENT
For the protection of our customers and their purchases, a signature may be required upon delivery.
Please monitor your tracking information and ensure someone is available to receive and sign for your package when required.
UNDELIVERABLE, LOST, OR RETURNED PACKAGES
Returned Packages:
Packages returned to Luxury Hair Silhouette due to an incorrect, incomplete, or undeliverable address provided by the customer, refused delivery, or unsuccessful delivery attempts will be restocked.
Store credit will be issued in the form of an E-Gift Card, less the original shipping charges and a $35 USD restocking fee. Original shipping charges are non-refundable.
Packages returned due to unpaid customs duties, taxes, tariffs, brokerage fees, or other import-related charges may also be subject to this policy.
Address Changes:
Address change requests must be submitted within 12 hours of purchase by emailing
support@luxuryhairsilhouette.com with your order number and requested change.
While we will make every effort to accommodate your request, address changes cannot be guaranteed once order processing has begun.
Luxury Hair Silhouette is not responsible for orders shipped to an incorrect address provided by the customer at checkout.
Lost or Delayed Shipments:
Once a package has been accepted by the shipping carrier, transportation and delivery are managed by the carrier.
Customers experiencing delivery issues should first contact the applicable shipping carrier directly using the tracking information provided.
Luxury Hair Silhouette will assist with filing eligible carrier claims when applicable. However, we cannot guarantee the outcome of a carrier investigation or claim and are not responsible for delays caused by the shipping carrier, customs, weather, service interruptions, or other circumstances outside of our control.
Fraud Prevention & Order Verification:
For security purposes, Luxury Hair Silhouette reserves the right to review, verify, hold, or cancel any order flagged for potential fraud, payment verification concerns, billing or shipping address discrepancies, or other security concerns.
Additional verification may be required before shipment. Failure to provide requested verification may result in the order being canceled and refunded to the original payment method.
PREORDERS
Items identified as preorder are not ready for immediate shipment.
Preorder processing and estimated shipping timeframes will be clearly communicated on the applicable product page or at the time of purchase.
If your order contains both in-stock and preorder items, your order may be shipped together once all items are available unless otherwise stated.
Please review all preorder timeframes carefully before completing your purchase.
SHIPPING & PROCESSING DURING RESTOCKS
Due to increased order volume during restocks and special releases, orders are processed in the order they are received.
Selecting expedited shipping does not expedite order processing. Expedited shipping only reduces the carrier transit time after your order has been processed and shipped.
We appreciate your patience while our team prepares and quality-checks your order.
SHIPPING UPDATES & CUSTOMER SUPPORT
Tracking Information:
Tracking information is automatically sent to the email address provided at checkout once your order has shipped.
Customers are responsible for monitoring their tracking information and delivery status after shipment.
Customer Support:
For all order-related questions, shipping concerns, or changes to an existing order, please contact us at support@luxuryhairsilhouette.com and include your full name and order number so we can assist you as quickly as possible.
Please note that Instagram DMs are not monitored for order-related customer service inquiries. All order-related communication must be submitted via email.
LOCAL PICKUP
Local pickup is available for customers in the Greater Toronto Area (GTA), Ontario, Canada. Customers may select Local Pickup at checkout when placing an order through our website.
All pickups are by appointment only. Walk-in pickups are not available.
The exact pickup location and pickup instructions will be provided once your order has been confirmed and is ready for pickup.
Local Pickup Orders:
Customers selecting Local Pickup at checkout should complete their order and payment through our website as usual.
Please allow 2–3 business days for your order to be prepared for pickup unless otherwise stated.
Once your order is ready, you will receive confirmation with instructions for arranging your pickup date and time.
Please do not arrive for pickup until you have received confirmation that your order is ready.
E-Transfer Orders:
Customers wishing to place a local order by E-Transfer may contact us at support@luxuryhairsilhouette.com to confirm product availability and receive payment instructions.
E-Transfer payments must be made in CAD (Canadian Dollars).
Your order is not confirmed, and inventory is not reserved until the full E-Transfer payment has been received and confirmed by Luxury Hair Silhouette.
Once payment has been confirmed, please allow 2–3 business days for your order to be prepared for pickup unless otherwise stated.
Pickup Requirements:
For security and fraud prevention purposes, customers may be required to provide their order confirmation and valid photo identification when collecting their order.
If someone other than the person who placed the order will be picking it up, please contact support@luxuryhairsilhouette.com in advance.
Missed Pickups & Rescheduling:
If you are unable to attend your scheduled pickup, please contact us as soon as possible to request a new pickup time.
Pickup dates and times are subject to availability. Please do not arrive outside of your confirmed pickup time without prior approval.
For questions or changes regarding your local pickup order, please contact support@luxuryhairsilhouette.com and include your full name and order number, when applicable.
FINAL SALE POLICY
Due to the nature of our products and for hygiene and quality-control purposes, all sales and deposits made to Luxury Hair Silhouette are FINAL.
Returns and exchanges are not offered except in cases where an incorrect product was provided or a product defect has been reviewed and confirmed by Luxury Hair Silhouette.
Please review your order carefully, including your texture, length, quantity, shipping method, and order information, before completing your purchase.
For complete details regarding eligibility and procedures, please review our Return & Refund Policy before purchasing.
POLICY AGREEMENT
By placing an order or making any payment to Luxury Hair Silhouette, you acknowledge that you have read, understood, and agreed to this Shipping Policy and all other applicable Luxury Hair Silhouette policies.
Thank you for choosing Luxury Hair Silhouette.
We appreciate your trust in our brand and look forward to providing you with premium raw hair made to match your leave-out.