Returns, Store Credit & Order Support

We want you to feel confident in your purchase and know exactly what to expect if you need help. Please inspect your hair upon arrival, before installation or customization.

Our Return Policy at a Glance

• Request window: Contact us within 7 calendar days of delivery for a change-of-mind return.

• Eligible condition: Hair must be unused, unworn, unwashed, and unaltered, with original packaging and any original seals, ties, and tags intact.

• Return outcome: Eligible returns receive store credit after inspection, rather than a change-of-mind refund.

• Custom orders: Hair custom-colored specifically for your order is final sale for change-of-mind purposes.

• Order concerns: Incorrect, damaged, or defective items follow a separate review process.

Inspect Before You Install

Check your length, texture, color, quantity, and lace selection as soon as your order arrives.

Please inspect without removing original seals or ties. For change-of-mind returns, hair must remain in its original condition, without added products, adhesive, odors, or installation materials.

Hair that has been installed, worn, washed, brushed, cut, colored, bleached, or otherwise altered is not eligible for a change-of-mind return. Lace must remain uncut and unaltered.

If something appears incorrect or concerning, contact us before using or altering the hair.

How to Request a Return

Email Info@KJLuxuryHair.com within 7 calendar days of delivery with:

• Your name and order number.

• The item you wish to return.

• Your reason for the request.

• Clear photographs of the item, packaging, and any concern.

Please wait for authorization and return instructions before shipping an item back. Do not use the address on your shipping label unless we confirm it as the return address.

Customers pay return shipping for change-of-mind returns. Use a tracked service and retain your shipping receipt.

Inspection & Store Credit

Return authorization allows you to send an item for inspection; it does not guarantee approval.

Once we receive and inspect your return, we will email you the decision. Approved returns receive store credit for the amount paid for the eligible merchandise, reflecting any discounts applied at purchase.

Store credit can be used toward a future KJ Luxury Hair purchase and cannot be redeemed for cash, except where required by law.

Custom-Colored & Pre-Highlighted Hair

Hair custom-colored specifically for your order is not eligible for change-of-mind returns or store credit.

Our standard pre-highlighted Vietnamese collection is different from a custom-color service: pre-highlighted items may qualify for store credit when they meet the return conditions above. If additional custom coloring was requested, the custom-color exclusion applies.

These exclusions do not prevent review of an incorrect, damaged, or defective item.

Incorrect, Damaged, or Defective Items

If you receive the wrong item, a damaged package, or hair that appears defective, email Info@KJLuxuryHair.com promptly.

Include your order number, a description of the issue, and clear photographs of the hair and packaging. Keep all packaging and avoid further use or alteration while we review your concern.

We will review the information, explain any additional inspection needed, and communicate the appropriate next steps. These concerns are handled separately from change-of-mind returns.

Order Changes & Cancellations

Please review all selections before checkout. Orders cannot be changed or canceled once placed.

If you notice a delivery-address error, contact us immediately. We will check whether a correction is still possible, but address changes are not guaranteed.

Delayed or Missing Deliveries

If your DHL or FedEx shipment stops updating, arrives damaged, or is marked delivered but cannot be located, contact us with your order and tracking numbers.

For packages marked delivered, check the delivery location, household members, and building staff. We will help review the shipment information and explain the next steps.

A refund or replacement is not automatic; the resolution depends on the circumstances and findings.

Natural Hair & Color Variation

Human hair can vary naturally in shade, texture, and curl pattern. Highlight placement and color appearance may also vary slightly between pieces, lighting conditions, and screens.

If you believe your item does not match what you ordered, contact us before installation or alteration so we can review it with you.

Contact Us

Email: Info@KJLuxuryHair.com

Include your order number so we can locate your purchase and assist you.

This policy does not limit rights available under applicable consumer law.