Frequently Asked Questions
What happens after I place my order?
- Once your order is placed, our team carefully selects your hair from inventory and performs a detailed quality inspection.
- Before packaging, we professionally prep your bundles by gently washing and conditioning them to ensure softness, cleanliness, and optimal quality. After preparation, your order is securely packaged and released to the courier for shipment.
Once your package has been transferred to the shipping carrier, Bi’LuxeHair is no longer responsible for the package and any delivery-related issues must be addressed directly with the courier.
When will my order ship?
- All orders ship after processing is complete.
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Bundle Orders:
- If the hair is in stock, orders are processed within 1 business day and shipped the following business day.
- If the hair is not currently in stock, please allow 3–4 business days for processing.
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Custom Unit Orders:
Please allow 5–7 business days for processing, as each unit is carefully constructed and customized.
Once your order has shipped, you will receive a confirmation email with tracking details.
How can I track my order?
- After your order ships, you will receive tracking information via email and/or text message.
- If you choose to opt-in for text updates, standard messaging rates may apply. Bi’LuxeHair is not responsible for carrier messaging fees and does not reimburse text charges.
My items are lost/stolen. How can I get a refund?
- Bi’LuxeHair is not responsible for lost, stolen, or damaged packages once they have been transferred to the courier.
- If your package is lost or damaged, you must file a claim directly with the shipping carrier and follow their claim process.
If I order online, can I pick up if I live locally?
- Yes! We offer local pickup in Odenton, Maryland.
- All orders must be placed online. During checkout, please select the Pickup option instead of shipping.
- Once your order is ready, you will receive an email notification confirming that it is available for pickup. The exact pickup address and instructions will be provided in that email.
- Please note: Shipping costs will not be refunded once an order has been placed.
Can heat be applied to hair extensions?
- Yes. Your Bi’LuxeHair extensions can be styled just like your natural hair. You may use hot tools to straighten, curl, or style as desired.
- However, because extensions do not receive natural nutrients from the scalp, excessive heat can cause dryness and breakage. Always:
- Use a heat protectant
- Limit high temperatures
- Co-wash regularly
- Protect hair at night (wrap or bonnet)
What color does the hair come?
- Our raw Vietnamese hair comes in its natural donor color, which typically ranges from natural black to dark brown. Because this is raw hair, we do not guarantee exact shade matching.
Can I color my bundles?
- Our raw extensions can be chemically processed and lifted to 613, but we strongly recommend consulting a licensed professional before coloring.
- Improper chemical processing can damage the cuticle, causing dryness, breakage, fraying, and tangling. Bi’LuxeHair is not liable for damage resulting from chemical alterations.
How do I maintain my bundles/unit?
- Proper maintenance is key to longevity.
- Co-wash at least twice per month
- If hair is colored, co-wash 3 times per month
- Use warm water (not hot)
- Air dry whenever possible
- Apply a small amount of argan oil as needed
- Protect hair at night with a silk or satin wrap
- Co-washing (washing with moisturizing conditioner) helps maintain softness, shine, and movement while extending the life of your extensions.