Company Policy
Luxe by SHE owns and operate this Website.
This document governs your relationship with Luxe by SHE (“Website”). Access to and use of this Website and the products and services available through this Website (collectively, the “Services”) are subject to the following terms, conditions and notices (the “Terms of Service”).
By using the Services, you are agreeing to all of the Terms of Service, these may be updated by us from time to time and it is the customers responsibility to ensure they read and agree with this policy before making the decision to use the services of luxe by she.
You should check this page regularly to take notice of any changes we may have made to the Terms of Service.
The intellectual property rights in all software and content (including photographic images) made available to you on or through this Website remains the property of LUXEBYSHE.CO.UK or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by luxe by she and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise.
Exchange un opened items with in 14 days.
Faulty items should be reported to luxe by she with in 48 hours of recieving.
Items reported as faulty after this time frame will be exchanged only on the terms of luxe by she once professional testing has been carried out on the hair to check for miss use of the product.
Items reported faulty after a 6 weeks time frame will not be exchanged or refunded.
By purchasing from luxe by she, in salon fittings & online hair orders you agree to our after care and maintenance agreement.
QUALITY CONCERNS: If you experience any issues with the hair then the full product must be returned to us with in a maximum of 6 weeks of the receipt date in order for a exchange to be considered; this is due to human hair being a consumable item during wear.
We only recommend the use of Luxe by she aftercare and cannot guarantee the quality of any luxe by she extensions with other formulas. This is because certain products can make the hair extensions shed or tangle. Luxe by she aftercare products must be purchased at the time of purchasing the extensions / the same day as your hair extensions fitting and you must have proof of continuous aftercare purchases. Any hair returned to be tested for alleged quality issues must be accompanied by the original proof of purchase for both the extensions and aftercare.
Only the luxe Slavic hair range comes with a 12 week guarantee when using the luxe by she hair care products only.
The Russian hair range does not come with a guarantee.
Longer lengths can tangle towards the ends more often than others due to the length. The longer lengths do need extra care. Luxe by she will not accept returns on these basis.
Hair that is being returned to luxe by she for testing must be approved by the Quality Control department. Quality control will ask for you to complete a questionnaire before accepting the return. Any goods received without the appropriate paperwork and receipt of recommended hair care will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 91 days will result in the goods being destroyed. This will be given at the time of approval via email.
Any colouring, toning including silver and purple shampooing of extensions is done entirely at the customer’s own risk and we will not test, refund or exchange any extensions that have been exposed to the above nor will luxe by she accept hair back that has been altered in any way. All hair extensions must be returned in the original product colour and format.
Goods are not considered faulty if their condition deteriorates due to not following the recommended luxe by she aftercare , not using luxe by she products, poor hair management including heat damage, incorrect aftercare, or poor application. If no fault is present, or the hair has been damaged or coloured in any way, the goods will be returned to the customer at a cost, and we will not refund or replace the goods.
Heat over 180 degrees should not be used on luxe by she hair extensions.
We do not guarantee the use of our hair extensions whilst on holiday/in warmer climates for various reasons, including discolouration of the hair when coming into contact with swimming pool chlorine and the hair drying out through excess heat. We strongly advise all customers using hair extensions to avoid both chlorine and seawater as this can damage hair and hair colour.
We require all the hair back within 7 days of the complaint being approved, this will then be examined and inspected by our dedicated Quality Control Department which can take up to 14 days. Once tested if a fault has been found we will issue you a replacement or refund.
Luxe by she will not issue any refunds or replacements until the original hair has come back for testing.
The goods are the responsibility of the customer until they reach the luxe by she warehouse. Please ensure all items are packaged properly to avoid transit damages. Any returned goods that we receive which are outside of this Returns Policy will be defined as "In Dispute". Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you at a cost, otherwise, they will be destroyed within 14 working days from their receipt back to us.
It is the stylist’s and the customers responsibility to explain and read the aftercare agreement which must be signed and saved for future reference. The hygiene tag must not be removed until you have checked the shade method and length. Once this is removed you are agreeing to luxe by she terms and conditions.
It is the stylist’s responsibility to show the hair extensions to the customer before application so that the customer can confirm the shade texture and quality is acceptable.
Luxe by she will not be held responsible for any additional expenses due to faulty goods e.g. removal or re-application costs. We strongly advise that a qualified professional applies and removes any professional hair extensions to prevent any damage to your own hair, this should also include a sign consultation form before application. We strongly recommend against booking any appointments until you have received your good. Luxe by she will not be held responsible for any loss due to missed appointments. Tape and weft sealant is recommended before professionally applying your hair extensions to avoid any future shedding of the hair. For guarantee of your hair extensions proof of purchase of the tape and weft sealant from the time of your hair extensions purchase will need to be provided.
Professional stylists purchasing products for their own customers must explain the aftercare process to their customers, luxe by she will not take liability for its trade customers fault.
Luxe by she will not be held responsible for any missed or delayed appointments due to late deliveries. We strongly advise against booking any future appointments until you have received and checked your hair order.
Luxe by she customers agree to maintain their hair extensions with in the time frame mentioned with in the aftercare agreement and to follow all adviced aftercare
Each bundle of hair comes from one single human doner therefore no bundles are identically the same in texture or colour. Texture preference can be requested otherwise luxe by she will prepare you items from the stock.
Hair Colour
Just as your own coloured hair may slightly vary in shade after time, hair extensions may also vary in the same way.
We work very hair to maintain consistency with our shades from batch to batch but there might be a slight change from time to time.
If you are not happy with the shade you received an exchange only will be accepted for your items. Your items can be exchanged for an alternative shade method or length. An extra charge may apply.
Each pack of hair is a average of 50 gram. Please allow for some hair loss when the method is been prepared. The amount of tapes and strands in each pack of luxe by she hair extensions is based on a average.
We do hold a small amount of standard tapes and wefts in stock that may be sent in replace of invisible depending on stock levels. These are priced the same due to still been the same luxe hair. If you have a preference please let production know.
Clip in hair extensions are available in different formats, 50 gram strips or individual pieces. If you have a preference please inform production alternatively the bespoke order will be prepared from our stock levels.
Sale items - No refunds or exchanges on sale items.
Fittings- No refunds on hair extensions fitting appointments, the company has a duty to rectify any issues however once the hair extensions have been applied and fit the hair is none refundable.
PAYL8R
In order to be able to offer you PAYL8R payment options, we will pass to PAYL8R your personal information, such as contact and order details, in order for PAYL8R to assess whether you qualify for their payment options and to tailor the payment options for you.
General information on PAYL8R you can find on their website. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in PAYL8R privacy policy.
HAIR EXTENSIONS FITTINGS / SALON APPOINTMENTS
A £40 deposit is taken before your appointment can be booked. If the appointment is missed or cancelled with in 48 hours to the appointment date then the £40 deposit is none refundable.
We have a no refund policy on hair that has been worn for over 6 weeks.
INFLUENCER MARKETING
Luxe by SHE participate in influencer marketing and advise all influencers to declare any paid or sponsored posts. We ask influencers to confirm advertisements on their posts and that they may share imagery of sponsored content throughout our sites including Instagram and Facebook and the website
We accept no liability for the variation of colours due to filters used on social media sites any influencer may use on their posts which may cause confusion in colour variation. We strongly suggest you contact our customer service team for a colour match or purchase A colour ring prior to ordering.
COMPLAINTS
In the unlikely event you have a complaint we have a dedicated team of experts who can assist. You can contact our Customer Service Team by email on luxebyshe@mail.com
Depending on the type of concern we will aim to respond within 48 working hours and aim to come to a resolution within 14 days of a complaint being made.
Before returning an item please email luxebyshe@mail.com with your order number and reason for return. We will ask you to answer a number of questions before your return is agreed. Once we receive your hair the hair will be sent off for testing to check for any misuse, we usually have the rest results back with in 14 working days. Once the results are back we can refund or exchange your items.
Any items found not faulty can be posted back out to the customer once the postage has been paid. Luxe by she hold the items for 14 days before discarding of them.
Luxe by she does have the rights to close a complaint if the complaint goes against the company policy or if we do not receive a reply with in 14 days. Any hair returned to us from a hair order or from a hair extensions fitting will be disposed of if the returns postage is not covered with in this time frame.
TRAINING
Online hair extensions training courses are none refundable due to the training documentation been readily available. Once the digital content has been received the full course fee is none refundable.
Hair extensions courses are none refundable once the training is completed.
ELECTRICALS
All electrical styling tools, unless otherwise stated, are fitted with a standard UK plug. Please note, due to hygiene reasons, we cannot accept returns or exchanges on electrical items once used. We cannot accept any liability due to misuse or incorrect storage of any electrical product.
WAIVER
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions
ENTIRE AGREEMENT
THE ABOVE TERMS OF SERVICE CONSTITUTE THE ENTIRE AGREEMENT OF THE PARTIES AND SUPERSEDE ANY AND ALL PRECEDING AND CONTEMPORANEOUS AGREEMENTS BETWEEN YOU AND LUXEBYSHE.CO.UK ANY WAIVER OF ANY PROVISION OF THE TERMS OF SERVICE WILL BE EFFECTIVE ONLY IF IN WRITING AND SIGNED BY A DIRECTOR OF LUXEBYSHE.CO.UK .
Registered company :
She hair retail ltd
1444137
Beaumont Accountancy Services
1st Floor Enterprise House
202-206 Linthorpe Road
Middlesbrough
TS1 3QW
Customer service email : luxebyshe@mail.com