FAQ

What is LustraStrands?

At LustraStrands, we specialize in premium luxury hair extensions designed to give you confidence, beauty, and a flawless look. Our hair is carefully selected for softness, longevity, and premium quality so every order feels like a luxury experience.

Why choose LustraStrands?

At LustraStrands, quality comes first.

Why our customers love us:

• Premium luxury hair extensions
• Soft, full, long-lasting bundles
• Secure checkout experience
• Trusted payment options
• Professional customer support
• Carefully packaged orders

We believe shopping for luxury hair should feel seamless, secure, and exciting.

What payment methods do you accept?

We currently accept:

• Shop Pay
• Shop Pay Installments (Pay Later)
• Apple Pay
• PayPal
• Major debit & credit cards

All transactions are securely processed through Shopify’s encrypted checkout.

How long does order processing take?

All LustraStrands orders are carefully prepared before shipment.

Standard processing time:
5–7 business days

Can I cancel or change my order?

Yes ! We allow order cancellations or changes within 24 hours of purchase.

After 24 hours, your order may already be in processing and changes may no longer be possible.

For urgent changes, contact us immediately:

📧 lustrastrands@yahoo.com

Do you offer refunds?

Because our products are luxury hair extensions and considered hygienic personal-use products, we do not accept general returns.

However:

Refunds or replacements may be reviewed if:

• You receive the wrong item
• Your order arrives damaged
• There is a verified fulfillment error

Requests must be submitted within 3 days of delivery with photos.

Do you accept returns?

For hygiene and quality assurance reasons:

Opened, worn, altered, or used hair products cannot be returned.

Returns are only considered for damaged or incorrect items approved by our support team.

What happens if my package is delayed?

Once your package has shipped, delivery is handled by the shipping carrier.

Carrier delays can happen due to:

• weather conditions
• high shipping volume
• routing delays
• customs processing (international)

Shipping delays after dispatch are outside our control.

What if my package says delivered but I didn’t receive it?

If tracking shows delivered:

Please check:

• around your property
• with neighbors
• apartment/mailroom staff
• your local shipping carrier

If you still need assistance, contact us and we’ll help where possible.

Do you ship internationally?

International shipping may be available to select countries.

Please note:

• shipping times vary by location
• customs duties/taxes may apply
• customers are responsible for applicable import fees

How do I track my order?

Once your order ships, you’ll receive a confirmation email with tracking information.

You can track your package directly through the carrier.

Is my payment secure?

Yes.

All transactions are processed securely through Shopify’s protected checkout with encrypted payment security.

How can I contact customer support?

 

 

For questions, order assistance, or support:

📧 lustrastrands@yahoo.com

We aim to respond as quickly as possible during business hours.

Refund Policy

Refund Eligibility

We want you to shop confidently with LustraStrands.

Due to the nature of luxury hair products:

All sales are generally final unless an approved exception applies.

Approved exceptions include:

• damaged items
• incorrect orders
• fulfillment errors

Requests must be made within 3 days of delivery.

Cancellation Policy

Orders canceled within 24 hours of purchase receive a full refund.

Orders canceled after 24 hours but before shipment may incur a $50 cancellation/restocking fee.

Once an order has shipped, cancellations are no longer permitted.

 

Non-Returnable Items

For hygiene reasons, we do not accept returns on:

• opened hair bundles
• worn products
• altered/customized products
• used extensions

Shipping Delays

Carrier delays after shipment are not eligible for refunds.