What is a Lusta Pre-Order?
A Pre-Order is a Lusta Topper or Wig that is currently in the production phase with our manufacturing team. Customers have the opportunity to secure pieces in production as a 'pre-order' before they become available on the Lusta Website as 'stock'.
Lusta does their best to show our customers our topper colours in a range of different lights, as hair colour can vary depending on lighting, your phone/monitor’s settings and also a customer’s own perception of colours. Especially with pre-orders, as the topper is still in production, the image shown is a past image of the colour. Of course, the colour codes included in the topper will be the same, however, as each piece is completely hand dyed and sewn, there can be some slight variations. This is the beauty of a Lusta Piece, each piece is uniquely handmade with love and this is what makes our brand so special.
If you choose to add on a special colour or cut with our Lusta Style team, we cannot guarantee an exact match to your natural hair or your photo. Our team does the best job possible to achieve the desired colour. Our style team all have special training in colouring and cutting toppers and wigs and are the best in the business. But different lighting, screen monitors and customer perceptions all play a part in what the final product will be.
Change of Mind before receiving your order
Pre-Order Stock Topper/Wig have a 5% OR $100AUD non-refundable cancellation fee (whatever amount is lower), if you choose to forgo your order before it is shipped to you. If the order has arrived at Lusta HQ and our style team has added any additional colour/cut requests, the customer is unable to cancel.
Lusta will provide an approximate wait time for your piece to be ready but cannot guarantee any piece to be ready by a particular date due to the nature of how our products are manufactured by hand. If you choose to cancel your order due to ‘wait times’, the 5% fee (OR $100AUD) will be applied.
If you wish to change to a different pre-order piece, a $40AUD fee will apply. Customers can only change their order choice one time. It cannot be changed if additional colour/cut has already been added by our style team.
Returns and Refunds
Once you receive your Lusta Pre-Order, the standard return policy will apply (a 10% restock fee [or $195AUD, whichever is lowest] or a full store credit).
Note that if you have asked for an added colour or cut to your piece, this is classed as a ‘customised order’ and is non-returnable.
All returns must be shipped back with tracking and a ‘signature upon delivery’ within 48 hours of signing for the package.
Email firstname.lastname@example.org to notify of the return and receive the return shipping address.
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.
To receive a refund, the piece must not be altered. This means no washing, using heat tools, removing the clips or extensive wear. It must be in ‘sellable condition’. When trying on the piece, please ensure your own hair is clean and does not contain any product or hair fibres, sprays, powders or similar. Please brush the topper and ensure all the clips are closed before shipping the product back.
For international returns, the customer is responsible for completing a customs declaration form accurately. You must declare that it is a 'returned product to the retailer (Lusta Hair)'. 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.
If the topper/wig does not meet the above requirements, Lusta has the right to refuse refund and the product will be shipped back at the buyer’s expense.
Shipping costs, credit card charges and any other fees are non-refundable.
Once Lusta Hair receives the returned piece, please allow up to 5 working days for the refund to be processed. Lusta Hair cannot be responsible for packages that are lost upon return shipment.
Lusta Hair ships out all parcels with the security of a ‘signature upon delivery’ or the 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’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.
International Custom Laws and Taxes
Lusta Hair cannot be responsible or give advice for any specific country import taxes and duties. These fees are also non-refundable. For advice please consult with your local authorities.
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.
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's request (e.g. an added colour or cut) this is also classed as a 'Custom Order'. If the piece is faulty and unrepairable by Lusta Hair, a refund will be issued.