Luxebyshe 

Reply from Luxebyshe

Feb 3, 2026

hi Michelle

thank you for your kind words and fabulous feedback.

we are overjoyed to hear how happy you are overall we look forward to working with you again very soon.

don't forget if you need any assistance we are on hand at luxebyshe@mail.com

thank you kindly the luxe team.

Reply from Luxebyshe

Feb 3, 2026

Thank you so much for your kind words, Jemma!

We truly appreciate your recommendation and continued support. We’re thrilled to hear that you love the quality, softness, and longevity of your Luxe hair sets.

It means a lot to know each set has lasted you over a year. Thank you again for being such a loyal customer, we look forward to providing you with many more gorgeous sets in the future!

Thank you
Team she

Reply from Luxebyshe

Feb 3, 2026

Thank you so much for your amazing feedback!

We’re truly grateful for your kind words and support.

We’re so happy to hear that our team was able to help you find the perfect shade and that you had such a positive experience with our customer service. It means the world to us that you trust LuxebyShe, and we’re thrilled you’re loving your hair and the overall shopping experience.

Thank you again for choosing us we can’t wait to continue providing you with the most luxurious hair and service!

Reply from Luxebyshe

Feb 3, 2026

Thank you so much for your lovely review, Amy!

We’re so happy to hear that you’re excited about your new hair and that you love the shade Bohemian Bronze, it truly is a gorgeous choice.

We’re also glad your delivery arrived quickly and that our team could be helpful throughout your experience.

Thank you again for choosing LuxebyShe, and we can’t wait for you to enjoy your new look!

Reply from Luxebyshe

Feb 3, 2026

Thank you so much for your wonderful feedback, We’re truly grateful for your kind words. It’s so lovely to hear that you experienced friendly and helpful service and that our team’s passion for the brand came through.

We’re also thrilled your order arrived quickly and that you’re a happy customer.

Thank you again for your support we look forward to welcoming you back soon!

Reply from Luxebyshe

Feb 3, 2026

Hi,
Thank you so much for your detailed and thoughtful review, Rose!

We truly appreciate you taking the time to share your experience. We’re so glad our team was able to resolve the delivery issue quickly, even out of hour providing excellent customer care is always our priority.

Thank you as well for your understanding regarding the small courier invoice, and we’re pleased to hear you felt informed and still found Luxe by She to be great value compared to other brands. It means so much to know that both our quality and service continue to stand out for you.

We’re incredibly grateful for your continued support and loyalty, thank you for choosing Luxe by She!

Reply from Luxebyshe

Jan 27, 2026

Hi Magdalena, we are genuinely sorry to hear about your disappointment.

I am sorry to hear that the Natural Black shade that you ordered and received did not meet your expectations. Please note that our Natural Black shade features subtle brown undertones; for those seeking a true match for black hair, we consistently recommend our Jet Black shade.

While many components of the global hair industry involve international sourcing, we work hard to ensure our quality control is rigorous.

Regarding your return, I would like to clarify that we do not cover shipping costs for returns or exchanges. While we strive to make this policy clear throughout our website, I apologise for any oversight.

We want you to enjoy the lasting beauty of your extensions! Our hair is designed to stay super soft and sleek for years, provided it receives the right nourishment. It appears you haven't yet tried our Luxe Aftercare collection, which was specifically formulated to protect this grade of hair. Using these products will prevent dullness and ensure your extensions remain in peak condition.

A member of the team will be in touch with a resolution

Kind regards

Reply from Luxebyshe

Jan 26, 2026

Hi,
Thank you so much, Sophia, for such a thoughtful and glowing review.

We’re absolutely thrilled to hear you had a five-star experience with our team.

Your kind words truly mean so much to us, and it’s wonderful to know that our passion and dedication came through in every interaction.

Please never worry about asking questions we completely understand how important it is to find the perfect hair extensions, and we’re always happy to support you. We’re so grateful for your trust and recommendation, and we look forward to continuing to provide you with the highest quality hair and service.

Thank you
Luxe by she

Reply from Luxebyshe

Jan 26, 2026

Thank you so much, Rosie, for your lovely feedback!

We’re so happy to hear that you had such a positive experience with us. It means the world to know you’re pleased with your product, the fast delivery, and the colour match.

Your support truly motivates our team to keep going above and beyond.

We look forward to helping you again soon!
Team she

Reply from Luxebyshe

Jan 25, 2026

Hi, Marian,Thank you for sharing your feedback. We’re genuinely sorry to hear how frustrated you’re feeling, and we’d like to clarify a few important points so this can be addressed accurately and fairly.

You mentioned both that you have been receiving AI-generated replies and that you have not received responses to your emails. For clarity, every message sent to our customer care inbox is personally read and replied to by a member of our support team. We do not use automated or AI-generated email responses, and our team works hard each day to ensure all customers receive a considered and individual reply.

With regard to your purchase, your order was successfully placed on our system on 19th January 2026, at which point confirmation was issued and processing began. We can also confirm that your order has been shipped. If you have not yet seen the latest tracking updates, we kindly invite you to contact our customer care team directly at luxebyshe@mail.com, where a team member will be happy to provide your tracking details and the most up-to-date delivery information.

We are a trusted brand that truly values every customer and salon we work with. We take pride in both our product quality and our service standards, and we remain committed to resolving any concerns in a professional, fair, and supportive manner.

We look forward to assisting you further and getting this resolved for you as quickly as possible.

Kind regards,
Customer Care Team
Luxe by She

Reply from Luxebyshe

Jan 24, 2026

Hi Gemma, Thank you so much for taking the time to share this. We are thrilled to hear that your order arrived quickly and that you’re loving the color match!

There’s nothing quite like the feeling of thick, natural-looking hair, and we’re so glad you feel it was worth the investment.

Enjoy your gorgeous new look!

Best regards
The Luxe Team

Reply from Luxebyshe

Jan 24, 2026

Hi Rachel, Wow, thank you so much for such an incredible review! We are honestly so pleased. It means the world to us that you’ve been part of the Luxe by She family for so many years.

Hearing that your extensions survived two years of styling and holidays is exactly why we do what we do!

We’re so glad you loved the extra length in your recent order—consider it a little thank-you for your loyalty.

We are sure you will be looking amazing in your new set!

Kind regards
Luxe By She

Reply from Luxebyshe

Jan 24, 2026

Hi Laylah,
Thank you for sharing a second review. This is a reply to your initial feedback.

I am sincerely sorry to hear that your recent order did not meet your expectations.
Regarding your concerns about the quantity, I have looked into your order and can confirm that four 45g packs were dispatched, totaling the 180g ordered which is what you have said you received.

Please be assured that we have not changed our suppliers; maintaining our high quality standards remains our top priority to ensure every customer receives a premium product.

Our extensions are designed to last 1–3 years with proper maintenance. I noticed that our recommended aftercare range was not included in your purchase; using these specific products is essential for preserving the hair's longevity and texture.

We want you to be 100% happy with your experience, and we would like to make this right immediately. Please get in touch with the customer care team on luxebyshe@mail.com so that we can resolve this for you.

Kind regards
Luxe By She

Reply from Luxebyshe

Jan 24, 2026

Hi Polly, Thank you so much for the kind words! We are thrilled to hear that you had a great experience and are loving your new hair extensions.

Knowing that you highly recommend us truly means the world to our team.

Kind regards
Luxe by she

Reply from Luxebyshe

Jan 24, 2026

Hi Laylah,
Thank you for sharing your feedback. I am sincerely sorry to hear that your recent order did not meet your expectations.
Regarding your concerns about the quantity, I have looked into your order and can confirm that four 45g packs were dispatched, totaling the 180g ordered which is what you have said you received.

Please be assured that we have not changed our suppliers; maintaining our high quality standards remains our top priority to ensure every customer receives a premium product.

Our extensions are designed to last 1–3 years with proper maintenance. I noticed that our recommended aftercare range was not included in your purchase; using these specific products is essential for preserving the hair's longevity and texture.

We want you to be 100% happy with your experience, and we would like to make this right immediately. Please get in touch with the customer care team on luxebyshe@mail.com so that we can resolve this for you.

Kind regards
Luxe By She

Reply from Luxebyshe

Jan 24, 2026

Hi Codie, Thank you so much for this incredible review! It makes us so happy to hear that the detailed shade information and multiple image options are making your life easier. We know how tricky color matching can be—especially when you’re ordering for your own clients—so we intentionally provide model shots, product images, and application-specific views to take the guesswork out of the process. Knowing that you can often skip the color ring because our online images are so accurate is the ultimate compliment!

We also take great pride in our range of length options, so we’re thrilled to hear that the variety stands out to you.

Thank you for being such a loyal supporter of Luxe by She.

We can’t wait to see what you create with your next order!

Best regards
Luxe by she

Reply from Luxebyshe

Jan 24, 2026

Hi Stacey, Thank you so much for the five-star review! We are thrilled to hear that you’re a returning customer and that your previous extensions lasted for years—that is exactly the quality we strive for.
It’s wonderful to know you’re happy with the fast delivery and your overall experience this time around. We truly appreciate your continued loyalty.

Kind regards
Luxe by she

Reply from Luxebyshe

Jan 24, 2026

Hi Brydie,
Thank you so much for your lovely review! We are thrilled to hear that you’re happy with your results and that the hair quality met your expectations.
It’s great to know our team took good care of you and that the colour match was spot on. We always strive for quick delivery, so we’re glad it arrived promptly!

Kind regards
Luxe by she

Reply from Luxebyshe

Jan 24, 2026

Hi Amber, Thank you so much for the wonderful review! We are thrilled to hear that you love your new hair and that our delivery was as fast as expected. Providing stunning quality and quick service is always our goal.

Kind regards
Luxe by she

Reply from Luxebyshe

Jan 21, 2026

Hi,
Thank you for taking the time to share your feedback, Indre.

We’re sorry to hear that your experience did not align with your expectations and appreciate the opportunity to clarify in detail.

All of our orders are sent directly to production immediately after purchase. This ensures that each hair piece is created specifically for the customer and meets our quality standards. For this reason, once an order has entered production, we are unfortunately unable to cancel or amend it. This process, along with our shipping timelines and product origin, is clearly stated in our Company Policies and Shipping Information available on our website prior to checkout.

Regarding delivery, once a shipping label is created and tracking is generated, the order is considered collected within our system, with courier updates continuing as the parcel moves through transit. As stated in our Shipping Information, the hair will be shipped and delivered within 1–4 business days.

In terms of quality, we would like to reassure you that the hair you have ordered is exactly as described on our website. Our products are made using high-quality, ethically sourced human hair, professionally processed to ensure consistency, durability, and a natural appearance. Each item undergoes strict quality control checks before dispatch, and the texture, density, length, and finish are accurately represented in our product descriptions and imagery. We stand fully behind the quality of our hair and the specifications provided.

We genuinely regret any misunderstanding and appreciate all feedback, as it allows us to continue improving our communication and customer experience. Should you have any further questions once your order arrives, our customer care team will be happy to assist on luxebyshe@mail.com.

Thank you
Luxe by she