This Returns Policy is valid as of 21st September 2022. If you are new to the world of toppers and wigs, we recommend that you give yourself a good amount of time to make your new hair 'yours'. In the beginning, it can be an adjustment in terms of ha

<h2 id="isPasted">Return Policy</h2>This Returns Policy is valid as of 21st September 2022.&#xA0;<h4 id="some-words-of-advice">Some words of advice</h4>If you are new to the world of toppers and wigs, we recommend that you give yourself a good amount of time to make your new hair &apos;yours&apos;. In the beginning, it can be an adjustment in terms of having all this &#x2018;extra&#x2019; hair - this is normal. Once you begin to wear it, blend it with your own hair, get it cut by your hairdresser (bangs/soft face framing layers, thinning out the front), it will become more &apos;you&apos;. You will never go back! This will be the best hair of your life!Take advantage of Lusta&apos;s <a href="http://lustahair.com/pages/chat">Free Unboxing Consults</a> that enable you to speak with one of our hair experts to guide you through your new purchase.&#xA0;Returns/Exchanges for Change of Mind&#xA0;If you find that your piece is not working for you, for example, not the right colour, cap size or length, Lusta offers returns for a full refund* or full store credit/swap.&#xA0;RefundsFor first time customers, you are eligible for one (1) free return, including free return shipping and no restock fee. This gives you the opportunity to try Lusta with zero risk!&#xA0;Your free return is only eligible for one (1) product. If you purchase multiple products in your first order (i.e. two (2) wigs), only one product will be eligible for a free return. The second product will incur a restocking fee of $195AUD.&#xA0;Please note that customised (any added cut or custom colour) pieces are not eligible for returns/swaps.&#xA0; *First time customers are required to book a virtual unboxing consult to be eligible for this returns policy. This gives you the best opportunity to &apos;get to know&apos; your new piece.&#xA0;For returning customers, stock topper and wig orders incur a restock fee of $195AUD. Returning customers are also responsible for the cost of return shipping.&#xA0;Please read our &#x2018;Fair Go&#x2019; policy below for further details on refunds.&#xA0;In-Person Purchases&#xA0;If you have purchased your piece in-person at Lusta, please note that we do not accept returns for change of mind.&#xA0;Swap/Store Credit&#xA0;First time customers are eligible for a store credit for the full amount of the purchase with free return shipping.&#xA0;Returning customers are eligible for a store credit for the full amount of the purchase, however, returning customers are responsible for the return shipping cost (which can be arranged through Lusta&#x2019;s courier or your chosen courier service). Please note that Lusta reserves the right to determine your eligibility for a full store credit at the time of returning. Please email <a href="mailto:hello@lustahair.com">hello@lustahair.com</a> for more information.&#xA0;Alternatively, If we have the product that you wish to exchange to in stock, &#xA0;you may return your piece for a swap. If the product you wish to exchange to is not in stock, you will be issued with a full store credit for the full amount of your purchase. Alternatively, if neither of these options are suitable, we will organise a custom order for you.&#xA0;Returns &amp; Swaps Details&#xA0;All returns/exchanges must be in transit back to Lusta Hair within 5 days (120 hours) from time of delivery.&#xA0;An example of what the 5 day return period would look like is as follows;<img src="https://attachments.gorgias.help/Aa90l7EVdL9xJWor/hc/5k0Dw70V5Y6voQAM/2025041420-373a68ef-40e9-4c85-81da-45bbb7d13749-bb4b6607-cc64-447f-9c70-48527523884c.png" alt="returns policy" class="fr-fic fr-dii">If you wish to return/exchange, please send an email to <a href="mailto:hello@lustahair.com">hello@lustahair.com</a> BEFORE the end of the 5 day period, allowing enough time to receive the label from Lusta (who are on an Australian timezone), book and complete pick up with DHL Express (for international customers) or deliver the package to the post office (Australian customers) within the 5 day period. Lusta Hair will provide a complimentary return shipping label (first time customers ONLY) to attach to your package for shipping with DHL Express or Australia Post. International customers will be required to book a pick up of their parcel by contacting their local DHL Express.Returning customers are responsible for the actual shipping costs to facilitate a return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order.You can choose to return your piece to us via the following options;<ol><li>Arrange postage service with your choice of provider.&#xA0;</li><li>Lusta arranges postage via our own courier and sends you a return label. If you opt for this, we will deduct the cost of shipping from your SWAP, &#xA0;STORE CREDIT or REFUND amount ($130AUD for International shipping or $38AUD for Australian shipping).</li></ol>Lusta Hair cannot provide reimbursement for packages which are lost, stolen or damaged; 1)&#xA0;Before&#xA0;being accepted by DHL Express or Australia Post OR; 2) Returned to Lusta Hair with a shipping label other than the one provided by Lusta Hair.To receive a refund, the piece must not be altered. It must be returned in SELLABLE condition. This means no washing, using heat tools, removing the clips or wear - try ons only. When trying on the piece, please ensure your own hair is clean and does not contain any product or hair fibers, sprays, powders or similar. Please brush the topper or wig and ensure all the clips (if applicable) are closed before shipping the product back. The product should be free of any odors (smoke, pets, perfumes, etc). Lusta Hair will inspect the piece thoroughly once it arrives back to Lusta Hair.&#xA0;If the topper/wig does not meet the above requirements, Lusta has the right to refuse refund or apply a restocking fee of $195AUD at Lusta&#x2019;s discretion. If we do not deem the product to be eligible for a refund, the product will be shipped back at the buyer&#x2019;s expense.&#xA0;Shipping costs, credit card charges, import duties and any other fees are non-refundable. If you choose to purchase with AfterPay, or any other payment plan portals, the AfterPay fee of 6% (or similar) will be deducted from your refund if you choose to return. Purchases made via AfterPay or similar &apos;buy now pay later&apos; portals are not eligible for the Get It Offer.Please note that customised (any added cut or custom colour) pieces are not eligible for returns/swaps.&#xA0;Once Lusta Hair receives the returned piece, please allow up to 5 working days for the refund to be processed.Lusta Hair ships out all parcels with the security of a &#x2018;signature upon delivery&#x2019; or use of a Courier Service. If the buyer is unavailable when the parcel arrives, in most cases, the post/courier will inform the recipient of the location for the parcel pick up or organise a re-delivery. Parcels that are not collected within the specified time frame will be shipped back to Lusta Hair. In this case, Lusta Hair will need to then return the parcel back to the buyer, at the buyer&#x2019;s expense, and it will be classed as a final sale. Lusta Hair cannot be responsible for lost packages if they are not collected or lost in return shipment.&#xA0;The customer is responsible for tracking their shipment and Lusta cannot be held responsible for items that are damaged, lost or stolen. If a customer makes an adjustment to the original shipping address via the DHL portal (or similar), Lusta is not responsible for these changes in case a parcel is not delivered. The customer has the option to select shipping insurance at the checkout.<h4 id="fair-go-policy">&#x2018;Fair Go&#x2019; Policy</h4>At Lusta, we are so confident that you&#x2019;ll absolutely LOVE your new hair, that we are waiving our restocking and return shipping fees when you purchase your first product. We want you to have the opportunity to try our hair entirely RISK-FREE. We are one of the only hair companies to offer this, so in return we only ask for your cooperation and understanding. &#xA0;This means that you are not taking advantage of our superior returns policy. Lusta reserves the right to determine whether the piece is eligible for this return policy on a case by case basis. We will assess whether you are eligible for this policy once you have contacted Lusta Hair. Lusta&#x2019;s decision is final. For example, returning with the intention to repurchase within a short time frame or with an added customisation is not within the scope of the Get It offer.<h4 id="return-on-reducedsale-items">Return on Reduced/Sale Items</h4>Items carrying a &#x2018;PRICE DROP&#x2019; tag or the use of a &#x2018;FINAL&#x2019; discount code do not have a refund option for change of mind or for incorrect colour, base size or length. All items purchased from &apos;Kimberly&apos;s Closet&apos; or &apos;Second Chance Collection&apos; are not eligible for a refund or swap.<h4 id="international-custom-laws-and-taxes">International Custom Laws and Taxes&#xA0;</h4>Lusta Hair cannot be responsible or give advice for any specific country import taxes and duties. Please be aware of these before you make a purchase. These fees are also non-refundable regardless of any promotions.&#xA0;Countries&#xA0;requiring&#xA0;Fumigation Certificates please note&#xA0;that these costs are non refundable.&#xA0;The customer is responsible for the actual shipping costs to facilitate a return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. If the customer chooses not to pay the customs/duty fees, the piece will be shipped back at the customer&apos;s expense. The customer will be required to pay a $195AUD restock fee plus the costs of original shipping and any other fees incurred.For international returns, the customer is responsible for completing a customs declaration form accurately. You must declare that it is a &apos;returned product to the retailer (Lusta Hair)&apos; and follow all instructions provided by Lusta for this declaration. If the form is not filled in accurately and Lusta Hair is charged tax due to your claim, this amount will also be deducted from your refund/exchange. Any international duties or taxes are non-refundable.If your parcel is returned to us due to a non-payment of custom or clearance fees and you request the order to be re-shipped, Lusta will charge the customer for postage. If you refuse payment of any incurred custom fees and Lusta receives the product back, Lusta will charge the customer the cost of the initial postage, any entry fees that are incurred upon delivery back to Australia and a 10% restock fee. If the customer added any additional cuts or colour services, these costs will not be refunded.&#xA0;<h4 id="cancellations">Cancellations&#xA0;</h4>Orders that are &#x2018;cancelled&#x2019; before receipt will incur a restock fee of $100AUD. If the customer decides to swap to another piece before it is shipped, there is a $40AUD swap charge.<h4 id="faulty-products">Faulty Products</h4>Before the topper/wig is shipped to the buyer, it undergoes extensive quality checks. In the unlikely chance the topper/wig is faulty and Lusta is unable to repair it, a full refund will be provided.<h4 id="customcustomised-orders">Custom/Customised Orders</h4>Custom Topper or Wig Orders do not have a refund option for change of mind/colour/size etc. A custom piece is a bespoke product exclusively made with a particular client in mind. If Lusta Hair alters a stock piece at the customer&apos;s request (e.g. an added colour or cut including the Lusta Signature Cut) this is also classed as a &apos;Custom Order&apos;.&#xA0;A custom order includes;&#xA0;<ul><li>Any Cut, including Lusta Signature Cut, Lusta Custom Cut, Lusta Thinning &amp; Softening Cut.&#xA0;</li><li>Lusta Custom Colour</li></ul>If the piece is faulty and unrepairable by Lusta Hair, a refund will be issued.Lusta BrowsAny purchase of Lusta Brows is not returnable.This policy is subject to change at the discretion of Lusta Hair.

Return Policy

The Get It Offer is our superior returns policy designed especially for first-time customers—and yes, it’s as good as it sounds!. You can purchase any in-stock topper or wig and have it sent straight to your door. Once it arrives, we’ll walk you thro

The Get It Offer is our superior returns policy designed especially for first-time customers&#x2014;and yes, it&#x2019;s as good as it sounds!&#xA0;You can purchase any in-stock topper or wig and have it sent straight to your door. Once it arrives, we&#x2019;ll walk you through everything during a Free Lusta Check In with one of our expert team members. If for any reason it&#x2019;s not the right fit, we&#x2019;ll send you a prepaid return label and refund you in full. Head to our <a href="https://lustahair.com/pages/return-policy">returns policy</a> to view the terms and conditions of the &apos;get it offer&apos;.It&#x2019;s a crazy good offer because we&#x2019;re so confident in our pieces, our return rates are incredibly low and we want you to experience the Lusta magic in the comfort of your home, with no pressure.&#xA0;Let us guide you every step of the way!

What is the "Get it Offer"?

Lusta Hair

Returns & Exchanges

What is Lusta’s mission?

Who is behind Lusta Hair?

What makes Lusta Hair products unique?

What are the different types of products available at Lusta?

How are Lusta toppers and wigs made?

Do you have a salon or showroom I can visit?

About Lusta

Do you offer curly hair?

What is the difference between a silk topper and a lace topper?

How do I know if I need a topper or wig?

How do I accurately colour match?

I have total alopecia with none of my own natural hair, which wig is going to work best for me?

Does it feel heavy or hot?

Will my topper stay on? Will it come off in the wind?

Can I swim with a topper or wig?

Can I go to the gym/exercise with a topper or wig?

Can I wear my piece during sleep?

Can I be intimate with someone whilst wearing a topper or wig?

Can I wear glasses with my topper or wig?

Can I go on a rollercoaster with my wig or topper?

Can I wear a topper if I have a widow's peak?

Can I wear my wig or topper in a ponytail?

Can I wear a wig or topper whilst undergoing medical treatments for hair loss?

I'm worried people will notice, do you have any tips?

Will my wig stay on? Will it come off in the wind?

Common Hair Wearing Concerns

How do I measure my head for a topper?

How do I measure my head for a wig?

How do I measure for topper length?

Size & Measuring

What is the Lusta Thinning and Softening Cut?

What is the Lusta Signature Cut?

How do I change the part line of my topper?

Do you offer custom colours and cuts?

Can I take my piece to my local stylist to cut it or colour?

Can I add clips or remove clips from my topper?

Toppers

How do I change the part line of my wig?

How do I cut the lace front on my new wig?

Wigs

Customisations

How to stop my topper from sliding back when I wear it?

My topper is not sitting flat, do you have any tips?

How do I hide the transition on my wig where the silk top meets the lace front?

How do I blend my topper with my hair?

How do I put on and take off my Lusta topper?

How do I put on and take off my wig properly?

Troubleshooting

Toppers & Wigs

How do I apply promo/discount codes?

What payment options do you offer?

Do you have payment plan options or financing?

Ordering & Payment

Shipping Guide

Where does Lusta ship to?

How long does shipping take?

Will I incur international import taxes when I order from you?

I am from the UK. Can I claim my import tax fees back?

How can I track my order?

How do I track my order?

How do I get my tracking number?

How much does shipping cost?

Do you offer free shipping?

Do you ship worldwide?

Do you offer expedited shipping?

How long does delivery take?

Why can’t I track my order?

Shipping & Delivery

Can I wash my wig or topper?

Am I able to just wash the lace front of my wig separately to remove makeup build up?