Return Policy

This returns policy applies to orders placed before 13/07/2022. For orders placed from 13/07/2022 onwards, click here

Return Policy

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! Best hair of your life!

Return on Reduced/Sale Items

Items ordered with 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. These fees are also non-refundable. Charges for fumigation certificates (if required) are not 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.

Change of Mind

Stock Topper and Wig Orders have a 10% non-refundable OR $195AUD restock fee, whichever value is lower. Customers can also opt for a full store credit in case of return for change of mind for any reason such as colour, base size or length. 

*If customer opts for 'full store credit' this is valid only one time. If the item is returned again, the 10% restock fee or $195AUD amount will be charged. The store credit does not expire. 

All returns must be shipped back with tracking and a ‘signature upon delivery’ within 48 hours of signing for the package.

Email within 48 hours to notify of the return and receive the return shipping address. Please wait until Lusta reply with the instructions before shipping the item back. 

Orders that are ‘cancelled’ before receipt will also incur a 10% (or $195AUD) restock fee. If the customer decides to swap to another piece before it is shipped, there is a $40 swap charge.

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.

You can choose to return your piece to us via the following options;

  1. Arrange postage service with your choice of provider 
  2. Lusta arrange postage via our own courier and send 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).

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 extensive wear. 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 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. Shipping insurance is not refundable in the case of a return.

Faulty Products

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 Orders

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'. If the piece is faulty and unrepairable by Lusta Hair, a refund will be issued. Pieces that have been altered by an external stylist are not eligible for swaps or refunds.