Shipping Policy 

Lusso Hair makes every effort to ensure all orders that are received before 1 pm weekdays are dispatched on the same day (except when an item is out of stock)

Lusso Hair takes all due care and attention to ensure time efficient dispatch of goods, however, we cannot take responsibility in the event of postage delays once dispatch has been made. 

Lusso Hair ensures all products are dispatched in pristine condition and is not held responsible for loss or damage during delivery, by late delivery or cancellation of an order or a product. 

Please note all shipping time frames and pricing are an estimate only. Please check your local postcode on the Australia Post website for more information. 


AU Domestic Shipping

Standard shipping within Australia - est delivery time 5-10 business days.

Free on orders over $350aud.
Shipping costs start from $10

Express shipping
Estimate delivery 1-3 business days
Shipping costs start from $13.50

StarTrack Express within Australia
Estimated delivery time - 1 business day
Shipping cost starts from $18.50

International Shipping

International shipping times are subject to flight restrictions, custom clearances and local networks. Please contact us on info@lussohair.com.au for more accurate ETA’s. Alternatively, you can check the shipping times to your country at www.auspost.com.au

Duties and taxes - Lusso hair is an Australian based company, shipping internationally. Some countries have duty and tax responsibilities on incoming goods, that will vary depending on your location and value of goods purchased. Customs charges are beyond our control as they are set by the local government in your country. We would like all international customers to be aware that when purchasing goods, you may be liable for addition charges for clearance or import tax to be paid on our before delivery of your goods. 

Returns

If for whatever reason you are unhappy with your new extensions, we offer a 30 day return/exchange from the date received for any hair extension product that is still in its original ties and packaging.

We recommend that you check the hair immediately and contact us at info@lussohair.com.au so that we can help to resolve the matter.

*Lusso Hair does not accept returns after 30 days of receiving your purchase.

What if I have selected the incorrect colour?

We know that is sometimes hard to choose the correct colour online; therefore we are pleased to offer a simple exchange process.

Simply email us at info@lussohair.com.au with your order number and our friendly customer service team will advise you of our return address and once we receive your item, we will process the exchange free of charge.

When would my order NOT be suitable for return/exchange?

  • If you have released the ties that hold the extensions in place, you are unable to return the product for a refund or exchange.

  • It is very easy to check the colour without removing these ties, so please do so to ensure you can return if you wish.

  • If you wait more than 30 days after the item is officially delivered by the courier you cannot return/exchange.

  • If you wash, colour or tamper with the hair in any way it cannot be returned/exchanged.

  • No returns will be accepted if the hair has been treated or maintained with products other than the Lusso Hair Care range.

Like all hair extension companies, we do not allow opened products to be returned as a matter of hygiene. We cannot refund or exchange ANY item that has been removed from its ties or tampered with in any way.

How can I return my item? 

For Australian customers, we recommend purchasing an Australia Post Express Satchel when sending the extensions back. This method provides a tracking number which is important as we cannot be responsible for any lost returns.

When do I receive my refund?

A full refund, excluding the original shipping cost, will be issued to your original payment method after we have received, inspected and confirmed that the returned hair extensions were not opened and taken out of the cardboard backing which is protected by a security seal.

What happens if my order did not arrive?

All orders are dispatched with reliable credible couriers, however on a very rare occasion orders can go missing. If you believe your order has gone missing, please contact our customer service team at info@lussohair.com.au and we will assist with placing an investigation with the courier.

ITEMS THAT ARE FINAL SALE

  • All hairbrush items

  • All hair clip items

  • Any custom ordered hair extensions

ALL RETURNS AND EXCHANGES ARE REQUIRED TO BE REQUESTED TO OUR CUSTOMER SERVICE TEAM AT info@lussohair.com.au PRIOR TO SENDING BACK.