Frequently Asked Questions
What happens after I place my order?
- Once you place your order, we will process your order by selecting your products from our inventory, perform quality check all products, package your order, and send to courier services.
- Once your order has been sent to the courier, we are no longer responsible for your package.
When will my order ship?
- All orders are shipped AFTER they have been processed.
- Please allow up to 3-4 business days for processing all bundle orders.
- Please allow 5-7 days for processing custom unit orders.
- Once your order has shipped, you will receive an email notification.
How can I track my order?
- Once your order has shipped, you will receive a tracking information through email/text. If you would like to receive tracking updates, please enter your phone number to opt-in to those messages (Msg. rates may apply and Bi’LuxeHair is not responsible for these charges and we do not credit customers for any text message
My items are lost/stolen. How can I get a refund?
- Bi’LuxeHair is not responsible for any lost, stolen or damaged items. The customer is responsible for filing a claim with the courier to inquire about a refund. The customer must contact the courier directly and follow their procedures for a potential refund.
- Click here to file a claim with UPS.
- Click here to file a claim with USPS
If I order online, can I pick up if I live locally?
- Bi’LuxeHair offers in person pickup on a case by case basis. Please email biluxehair@gmail.com (subject: “order number” PICKUP)
- All orders must still be placed online and shipping costs will not be refunded.
How can I wear my unit?
- Please make sure your hair is neatly cornrows and flat
- Your braids should be going in one direction.
- Place the lace on your desired party and stretch out behind your ears and nape.
Can heat be applied to hair extensions?
- Your Bi’LuxeHair extensions can be styled & blended like your own hair. You are able to use hot tools to straighten, curl, or style your extensions.
- Please be aware, your extensions do not have all the nutrients a strand from your scalp will. Therefore, heat damage may cause breakage and dryness. With that being said, it is imperative you use heat-protective products, always co-wash your hair, and protect it during sleep hours.
What color does the hair come?
- Our raw hair only comes in natural colors of the donors. These colors vary in shades of dark brown or natural black. We do not guarantee color matching.
Can I color my bundles?
- Although our extensions are durable enough to be chemically processed, we advise all customers to seek a consultation by a professional before performing a chemical process. Once the hair is chemically-altered incorrectly, the cuticle can become damaged and overexposed. This will cause fraying, breakage, dryness, and tangling, affecting the overall look and feel of your hair. We will not be held liable for any damages.
How do I maintain my bundles/unit?
- Please co-wash your hair at least twice a month! If you have color it is advised to crash at least 3 times a month.
- Co-washing simply means washing with a moisturizing conditioner to ensure your hair gets the nutrients and moisture it needs. It can extend the life of your extensions and keep them healthy.
- When you first receive your extensions, it is important to co-wash the hair. Always use WARM water, air dry, and style with a dime size of argan oil Ass and when needed.