Faqs
For any general questions or queries, do not hesitate to contact us and we will happily respond to your query in 1-2 working days.
About Lush Hair
Where are you based?
Our headquarters is based in Hong Kong and our main factory is located in India. We also have offices located in both the United States (Los Angeles, California) and the United Kingdom (London).
Where do you ship to?
We are happy to announce that we now ship worldwide to all countries with different shipping options of standard or express to suit your needs. For further information about delivery refer to the section below.
What countries do you source the hair from?
Our hair is sourced globally from various regions that include and is limited to: Indian, European, Russian and Brazilian hair. All of our hair is ethically sourced from these regions and appropriately cared for to ensure high quality standards.
Delivery
What is the general product delivery time?
For all of our custom, bespoke products it is mentioned on the product page and in the terms that given the nature of having to craft our extensions with pristine quality to match your specifications it can take up to 7-15 days to dispatch them from our warehouse.
For all in stock items it generally takes 1-2 days to dispatch given no customization or bespoke process is occurring.
Following the dispatch from our warehouse, the time is contingent on the following factors:
- Delivery method you select
- The courier
- Season (may take longer during peak times)
- The weight of the parcel
- Country or region in which the parcel is being shipped to
- Other factors/li>
As a result of these variables our delivery times are only a rough estimate and cannot be guaranteed although it is of utmost importance to us to ensure customers have the best experience with us. We will follow up on all deliveries and queries.
How can I track my delivery?
We will do our best to keep updated on the status of your parcels and provide you with tracking information within 24-48 hours of us shipping out the parcel. The tracking number can be used to track the parcel on the corresponding tracking page of the company we use to ship which will be specified.
Our preferred delivery partners are DHL, Speed post, Royal Mail and DPD. These are typically used for the majority of orders, however, we are not limited to these options and may use other ones.
Payment
What if I don’t have PayPal? How do I pay?
The PayPal platform does not necessarily require an account to make a payment, although it may facilitate ease in the transaction. The payment platform allows users to specify whether they want to pay with their PayPal account or use a credit/debit card
Product information
What is the quality standard of the Lush Hair products relative to other companies?
All of the hair we use has been ethically sourced around the global and is of the most premium quality. All of the hair undergoes a careful production and thorough quality control process at our OWN factory in India to ensure the beauty of hair is maintained, which is how it should be?
What is the difference between custom and in-stock products?
In-stock products are products that have already been made to a non-specific specification and that are currently available to dispatch. Custom products however are bespoke, they allow customers to choose various aspects such as color, length, drawn and hair type. As a result, these products need to be made once an order has been placed and can take up to 7-15 days to dispatch due to the personalized nature of the product.
What if the color I receive does not match what I expected?
Color is a key aspect of the product and one of the choices you have upon purchase, making it very important to us. We offer a huge spectrum of stunning colors, after all there is no such thing as too much choice.
Our hair is photographed in natural light so you see the true likeness of what you will receive. Your computer may make the hair color appear slightly lighter or darker than the hair you receive. The professional light used may unintentionally make the color appear slightly different to how it is presented online. However, the majority of our colors are industry standard shades and will therefore match standard hair colors. If you know the color you want, we can get it for you. For further information about color matching refer to our color matching section.
What if I want to color-match the extensions to my hair color? Color matching services
On every product page there is an option when selecting the color to opt for our bespoke color matching service i.e. when you are selecting the color, there will be a form for you to fill out in which you can follow the instructions on screen to facilitate this process. Another method is to send us a email with your image to info@lush-hairextensions.com