Refund policy

Refund & Return Policy

At It Girl Luxury Extensions, every order is prepared with care to provide our customers with a luxury experience from purchase to install. Due to the nature of human hair products and for sanitary reasons, all sales are considered final once the product has been opened, altered, installed, worn, or otherwise used, except where required by law or where an item is verified to be defective or incorrect.

Please review your order carefully before completing your purchase.

ORDER CANCELLATIONS

Orders may only be cancelled within 24 hours of purchase, provided processing has not already begun.

Once an order has entered processing, been customized, prepared for shipment, or shipped, it cannot be cancelled.

Approved cancellations may be subject to a reasonable processing/restocking fee to cover non-refundable transaction and preparation costs, where permitted by law.

RETURNS & EXCHANGES

Due to health and sanitation standards, hair products must remain in their original, unused, unaltered condition to be considered for a return or exchange.

To be eligible:

  • Hair must not have been installed, worn, washed, brushed excessively, combed, cut, colored, bleached, chemically treated, heat styled, or otherwise altered.

  • Bundles must remain intact and must not be unraveled or removed from their original bindings.

  • Lace must not be cut, tinted, bleached, glued, sprayed, plucked, washed, or altered.

  • Original packaging, tags, bands, and/or security seals must remain intact when applicable.

  • A return request must be submitted within 3 calendar days of confirmed delivery.

Authorization must be received from It Girl Luxury Extensions before returning any merchandise. Unauthorized returns may be refused.

REFUNDS

Approved refunds will be issued only after the returned merchandise has been received and inspected.

Original shipping charges are non-refundable, except when the return is the result of an error by It Girl Luxury Extensions or as otherwise required by law.

Customers are responsible for return shipping costs for approved discretionary returns or exchanges. We strongly recommend using a trackable shipping service, as we are not responsible for return packages lost or damaged in transit.

Any approved refund will be returned to the original payment method. Processing times after approval may vary depending on the customer's bank or payment provider.

DEFECTIVE OR INCORRECT ITEMS

We stand behind the quality of our products. If you believe you received an incorrect or defective item, please contact us within 3 calendar days of delivery.

Please include:

  • Your full name

  • Order number

  • A detailed description of the issue

  • Clear photos and/or videos showing the condition of the product

  • Photos of the packaging and shipping label when applicable

Customers should inspect all hair before removing security seals, washing, altering, coloring, or installing it.

If we verify that an item was incorrect or defective upon arrival, we will provide an appropriate resolution, which may include a replacement, exchange, store credit, or refund depending on the circumstances and applicable law.

Normal characteristics of human hair, minor variations in color or texture, or damage caused by improper care, installation, chemical processing, excessive heat, or product buildup are not considered manufacturing defects.

CUSTOM & MADE-TO-ORDER PRODUCTS

Custom wigs, customized units, special-order lengths/textures, colored units, and other made-to-order products are final sale once production or customization has begun, except in cases of a verified defect, incorrect item, or where otherwise required by law.

Because these products are created specifically for the customer's order, they cannot be returned simply because of a change of mind, incorrect selection, or preference.

SHIPPING DELAYS

Shipping and processing times displayed on our website are estimates unless expressly stated otherwise.

Once a package has been transferred to the shipping carrier, carrier delays may occur that are outside of our control. A carrier delay alone does not automatically qualify an order for a refund.

However, if an order has not shipped within the processing timeframe represented at checkout, please contact us so we can review the order and provide an appropriate resolution.

We strongly encourage customers ordering hair for an appointment, birthday, vacation, photoshoot, or other event to order well in advance. It Girl Luxury Extensions is not responsible for missed appointments or events resulting from carrier delays outside of our control.

INCORRECT SHIPPING INFORMATION

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is returned to us because of an incorrect or incomplete address provided by the customer, additional shipping charges may be required before the order can be reshipped.

We cannot guarantee that an address can be changed once an order has entered processing.

LOST, STOLEN OR DAMAGED PACKAGES

If your package is lost or damaged while in transit, please contact us promptly so we can assist with the appropriate carrier claim or investigation.

A package marked "Delivered" by the carrier will be reviewed on a case-by-case basis. Filing a claim does not guarantee an immediate refund while the delivery is being investigated.

Customers may be required to cooperate with the carrier, shipping insurer, and/or payment provider during an investigation.

CHARGEBACKS & PAYMENT DISPUTES

We encourage customers to contact It Girl Luxury Extensions first if there is an issue with an order so that we have an opportunity to resolve the concern.

Submitting a payment dispute does not automatically entitle a customer to a refund. We reserve the right to provide order records, tracking information, delivery confirmation, customer communications, product descriptions, photographs, and other relevant documentation to the payment provider when responding to a dispute.

POLICY ACKNOWLEDGMENT

By completing a purchase with It Girl Luxury Extensions, you acknowledge that you have reviewed and agreed to the policies applicable to your order.

Our goal is to protect the integrity of our luxury products while ensuring every legitimate order concern is handled fairly and professionally.

It Girl Luxury Extensions
Luxury hair. Luxury experience. It Girl quality.

Unfortunately, we cannot accept returns on sale items or gift cards.