Shipping Guide

Do you ship internationally?

Oui, si, nai, ja, da, hai - yes, we do!

Australian Shipping

Australia Post Express Shipping On All Wig and Topper Orders

Free Australia Post Express Shipping

1-3 Business Days Approximately for all wig and topper orders.

All orders are processed and shipped from Adelaide, Australia.

In most cases, orders will be dispatched by next business day. Please allow an additional 2-3 days for any order to be dispatched when placing during a sales promotion. If you have requested additional cuts or colours to be added to your piece, please allow approx 1-3 weeks for Lusta to complete the order.

Customers have the option to select shipping insurance at the checkout. If shipping insurance is not selected, Lusta or the Shipping Company are not liable for lost or damaged packages. Shipping insurance is not refundable in case of return.

We will email you a tracking number once your order has dispatched. All domestic orders are shipped via Australia Post.

International Shipping

DHL Express Shipping

Free International Express Shipping On All Wig and Topper Orders

Please allow approx. 5-15 business days for delivery to all destinations. DHL Tracking details will be provided after your order has been dispatched.

Please note taxes and import duties may be applied to international deliveries outside of Australia. Recipients are liable for the taxes, import duties & customs fees associated with the delivery country nominated. These taxes are non-refundable in case of return/exchange.

In most cases, orders will be dispatched by the next business day. Please allow an additional 2-3 days for any order to be dispatched during a sales promotion. If you have requested additional cuts or colours to be added to your piece, please allow approx 1-3 weeks for Lusta to complete the order.

For DHL Express delivery, we CANNOT ship to PO BOXES, so please ensure that you provide your daytime delivery street address and contact phone number. If you do use a PO BOX, your order will be sent to you via Australia Post International Express.

In any account you have given us the wrong address when shipping information is asked in the checkout point, we are not liable for the contents of the package and are not obligated to give you a refund. We are also unable to re-direct any orders once they have been dispatched, please thoroughly triple check all shipping details are entered correctly at the checkout point. For International customers we use DHL Express to ship, Lusta DOES NOT hold responsibility for damaged, lost or stolen packages.

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.

Lusta reserves the right to deny shipping to any country which is deemed ‘risky’, or request transit insurance to be paid on the parcel.

Lusta Brows and Clingy Fibers Shipping

Lusta Brows and Clingy Fibers products (when ordered as a standalone item without a Lusta Hair topper or wig) are shipped with Australia Post. Please see below for estimated shipping times.

Australian Domestic Shipping

Australia Post Standard: Shipping 4-6 business days approx.

Australia Post Express: Shipping 1-3 business days approx.

International Shipping

Standard Shipping with Australia Post: 7-12 business days approx.

Express Shipping with Australia Post: 3-15 business days approx.

Shipping costs will vary based on your location and shipping type (express vs standard postage). Please find shipping costs for Lusta Brows and Clingy Fibers at checkout.

Priority Order Processing

Priority Order Processing is available for both domestic and international orders. We get high volumes of orders each day, and we spend a lot of time putting love and care into each order we pack. This takes time, which means we can only fulfill a limited amount of orders per day. Selecting Priority Order Processing means your order will skip the queue and be sent out to you quicker. Your order will be sent ASAP on the same day or next business day. Please note, if you have added a customisation to your piece, the standard customisation time of 1-3 weeks still applies. As soon as your customisations have been complete, you'll jump the queue and receive Priority Order Processing.

Tracking and receiving your order

If everything goes smoothly and your payment has cleared, then your order should be fulfilled fairly quickly! We’ll email you a confirmation when your order has been processed, and also when it has been dispatched for delivery. This way, you can be sure your hair is on its way, pronto!

To keep on top of your order, we’ll send you a tracking number for reference. You can follow your Lusta journey online via the Australia Post website for domestic orders or via DHL Express for international orders.

Please note: we ship all orders from Adelaide, South Australia, using Australia Post for local domestic orders and DHL for most international orders. Lusta has no control over the delivery dates and cannot guarantee that your item will be delivered on or before any specific date.

Unfortunately we cannot guarantee that you will receive your package within the time frame expected. Lusta will not be held responsible for a delay in shipment caused by weather conditions, international customs issues, postal network delays or any other circumstances beyond our control. Estimated delivery times are to be used as a guide only and commence from the date of dispatch.

Lusta Hair ships all parcels with the security of a ‘signature upon delivery’ or a Courier Service. If the buyer is unavailable when the parcel arrives, in most cases, the post will inform the recipient of the location for the parcel pick up or to organise a redelivery. 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 taxes and duties

At Lusta Hair, we ship international packages DDU (duties and taxes unpaid). This means that international customers may be inclined to pay inbound duties and taxes to local Customs authorities on your total order amount. Sometimes, the courier may pay these fees in advance, on your behalf, in order to clear customs faster. You may be required to pay these fees prior to being able to receive the delivery. The rate of these fees are applied by your country and we are unable to advise on how much they might be. This is normal for international purchases. Lusta Hair does not collect from these incurred expenses. These taxes are non-refundable in case of return/exchange.

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.

International delivery to certain countries may take significantly longer than indicated due to customs delays, among other reasons.

Spain and Italy government require a fumigation certificate to be included in the parcel as they have strict rules regarding human hair. If you have your parcel sent to Spain or Italy the fumigation cost is calculated at the checkout. This is required for your product to be fumigated and the certificate to be authorised. Please allow up to 3-4 weeks for Lusta to complete the fumigation process before we can send your parcel. This cost is calculated at the checkout. The Express Shipping is still free. If the piece is sent back for a refund or swap, the fumigation certificate cost is not refundable.

Wrong address disclaimer

We want to make sure you receive your new hair, so make sure you enter the correct shipping address and correct contact name of the person who will be able to receive it. This is your responsibility. Triple check it!!

If you make a mistake, or things change, write to us immediately at hello@lustahair.com and we may be able to modify your order. We can’t make any promises as we process and ship our orders as fast as possible, but we’ll do our best for you!

Delivered but not received

Things go wrong sometimes. We try to ensure successful deliveries by providing you with tracking. If your item has been marked as delivered to the address, but you have not received it, please contact the couriers. You should also double check that the address you provided to us was correct.

We cannot be held responsible when packages marked as delivered to a certain address have not been received.

Customers have the option to select shipping insurance at the checkout. If shipping insurance is not selected, Lusta or the Shipping Company are not liable for lost, stolen or damaged packages.

Shipping Contact Details

DOMESTIC

All Australian orders will be shipped with Australia Post. Once we hand over your order to Australia Post and provide you with your tracking number, your items are now in the hands of Australia Post. You can track your package by clicking this link: https://auspost.com.au/mypost/track/#/search

If you have any further inquiries regarding delivery times, please contact Australia post, information below:

AUS: 13 76 78 (AUS local number)

INTERNATIONAL

International orders will be shipped with DHL. Once we hand over your order to DHL and provide you with the tracking number, your items are now in the hands of DHL. You can track your package by clicking this link: http://www.dhl.com.au/en/express/tracking.html

If you have any further inquiries regarding delivery times, please contact DHL Express, information below:

DHL USA:

1800 225 5345 (US local number)

1480 636 2571 (International number)

DHL CANADA:

1855 345 7447 (Canada local number)

1905 861 3674 (International number)

DHL UK:

44 844 2480844 (UK local number)

44 1332 816 960 (International number)