This Returns Policy is valid as of 21st September 2022.
Some words of advice
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 having all this ‘extra’ 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 'you'. You will never go back! This will be the best hair of your life!
Take advantage of Lusta's Free Unboxing Consults that enable you to speak with a hair expert to guide you through your new purchase.
Returns/Exchanges for Change of Mind
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.
For 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!
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.
Please read our ‘Fair Go’ policy below for further details on refunds.
If you have purchased your piece in-person at Lusta, please note that regardless of whether you are first time or returning customer, a restocking fee of $195AUD will apply if you choose to return. Returns must be in transit back to Lusta within 5 days (120 hours) of purchase, as per our standard returns policy. If you have chosen to customise your piece (Signature Cut, Custom Cut, Softening & Thinning Cut or Custom Colour, had the lace cut), the piece is not eligible for return.
First time customers are eligible for a store credit for the full amount of the purchase with free return shipping.
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’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 firstname.lastname@example.org for more information.
Alternatively, If we have the product that you wish to exchange to in stock, 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.
Returns & Swaps Details
All returns/exchanges must be in transit back to Lusta Hair within 5 days (120 hours) from time of delivery.
An example of what the 5 day return period would look like is as follows;
If you wish to return/exchange, please send an email to email@example.com 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;
- Arrange postage service with your choice of provider.
- 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, STORE CREDIT or REFUND amount ($130AUD for International shipping or $38AUD for Australian shipping).
Lusta Hair cannot provide reimbursement for packages which are lost, stolen or damaged;
1) Before 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.
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’s discretion. If we do not deem the product to be eligible for a refund, the product will be shipped back at the buyer’s expense.
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.
Please note that customised (any added cut or custom colour) pieces are not eligible for returns/swaps.
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 ‘signature upon delivery’ 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’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.
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.
‘Fair Go’ Policy
At Lusta, we are so confident that you’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. 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’s decision is final.
Return on Reduced/Sale Items
Items carrying a ‘PRICE DROP’ tag or the use of a ‘FINAL’ discount code do not have a refund option for change of mind or for incorrect colour, base size or length. All items purchased from 'Kimberly's Closet' are not eligible for a refund or swap.
International Custom Laws and Taxes
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.
Countries requiring Fumigation Certificates please note that these costs are non refundable.
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'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 'returned product to the retailer (Lusta Hair)' 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.
Orders that are ‘cancelled’ 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.
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 including the Lusta Signature Cut) this is also classed as a 'Custom Order'.
A custom order includes;
- Any Cut, including Lusta Signature Cut, Lusta Custom Cut, Lusta Thinning & Softening Cut.
- Lusta Custom Colour
If the piece is faulty and unrepairable by Lusta Hair, a refund will be issued.
This policy is subject to change at the discretion of Lusta Hair.