I ordered stupidly before reading all these AWFUL reviews. Requested a return before I even received them in the post. Got the item haven’t even opened the package as no need to so requested retu... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Me and a client of mine have recently discovered luxe by she hair and we are so impressed with it! Amazing range of products especially as a hair extensions technician and brilliant colour rang... See more
Absolute shambles of a company. Major scam artists. Ordered next day delivery. Still not here. Phone numbers don’t exist. Shocking communication. Royal Mail tracking number isn’t coming PB0123... See more
Repeat customer. I have purchased nano hair extensions from Luxe by She over the last few years and have never been disappointed. The quality of the hair is amazing, lots of colour shades to choose... See more
Company replied
Company details
- Hair Extensions Supplier
- Hair Extension Technician
- Hair Product Store
- Hair Removal Service
- Hair Replacement Service
Written by the company
Luxe by she is one of the uk's leading hair extensions suppliers. We are a highly recognised award winning hair extensions brand. Offering luxury quality hair and products. We sell 6 different hair extensions methods and we provide the widest lengths range in the industry with 16" - 30" available. With over 50 stunning shades available including mixed ombre and rooted, you will be spoilt for choice. We have also recently launched our premium hair care collection which is 100% cruelty free, vegan and free from any harmful chemicals. We work hard each day to improve our services and pride ourselves on the highest of customer service.
Contact info
United Kingdom
- luxebyshe@mail.com
- luxebyshe.co.uk
Breach of guidelines
Terrible
I paid for next day delivery as I needed the item for a Saturday morning appointment (on the Wednesday!).
2 days later I had a notification saying that it was due the next week, emailed then and explained but they said this was due to the bank holiday (which was odd because there hasn’t been a bank holiday in the U.K. for a couple of weeks!)
later discovered that the hair was actually being shipped from China, despite the website presenting itself as UK based and offering next day delivery. This was not made clear at the point of purchase, and I would not have ordered if I had known this!
Again I contacted the company to cancel before dispatch, but they refused, saying the order was already “in processing,” despite not meeting the delivery timeframe I paid for and at this point I ended up having to use an alternate brand who did provide next day delivery as described in order to not loose my deposit.
To make matters worse, the parcel was then marked as delivered but was not delivered to my address. The delivery photo clearly shows a completely different property (blue door, whereas mine is black), so I have not received the item at all.
I have requested a full refund but have received no response given that they’ve taken my money and provided nothing whatsoever.
Very disappointing experience. misleading delivery claims, lack of transparency about shipping location, poor customer service, and now dealing with a missing parcel and hundreds of pounds out of pocket, with no idea if there going to refund me.
Despite this, the company has told me to contact FedEx myself rather than taking responsibility, even though my contract is with them as the retailer.
I have requested a full refund but responses are slow (taking several days) and the issue remains unresolved.
Very very poor I’m not sure if this is legitimate or a scam at this point - update had to contact the bank for chargeback in the end, the email I received was also a response to another complaint (actually someone else on here who clearly has had the same issues I have)
16 April 2026
Unprompted review
Reply from Luxebyshe
Hi,
We’re sorry to read about your experience and understand how frustrating this situation must feel.
We would like to clarify that once an order has been placed and entered into processing, we are unable to cancel or amend it. This is clearly stated at checkout prior to an order being finalised, as our fulfilment system begins handling orders immediately to ensure efficiency.
With regard to delivery timeframes, next day delivery applies once an order has been dispatched. During peak periods or external factors (including courier network delays), timeframes may be impacted, which is outside of our direct control. We always aim to be as transparent as possible with estimated delivery windows and always keep our customers updated.
In relation to shipping, we work with multiple fulfilment partners to ensure stock availability and product range. Regardless of dispatch location, all orders are subject to the same quality control procedures before being shipped.
Regarding your delivery concern, courier companies provide delivery confirmation using photographic evidence and GPS tracking. In cases where a parcel is marked as delivered, an investigation must be carried out with the courier to verify the delivery details. While we do assist with this process, customers may also be asked to contact the courier directly to help progress the claim as efficiently as possible.
We appreciate your concerns regarding communication and apologise for any delays experienced. This is not the standard we aim to uphold, and we are continuously improving our response times.
If you would like us to review your case further, please contact our customer care team at Luxebyshe@mail.com with your order details so we can assist you directly.
Kind regards,
Customer Care Team
I actually don’t even want to give this…
I actually don’t even want to give this company any stars shocking communication. Ordered 2 packets of what was supposed to be wavy extensions as shown in the picture. Firstly I was told 3/5 working days they arrived 3 weeks later. I firstly asked for them to be cancelled as the wait was too long. That was ignored. They eventually arrived and apparently the wavy hair is custom made hence the waiting period. I literally opened the packet to discover that wavy obviously meant curly tight waves. The ends look frazzled so instantly asked for a refund in which took them two days to respond. After 6 emails trying to get communication they respond offering only an exchange and 7 days only to return. Absolutely shocking as I have tried to return before they even arrived. These are faulty with the frazzled ends and are not suitable to use. Another 2 emails and still waiting for a physical human to contact me instead of an automated service. I have gone to consumer rights and awaiting response from them. I’m just waiting on this business to say it’s out of the 7 days as it’s taking that long to get any information on how to return. Who’s owns this company is it UK based even. I will be posting all over social media also to raise awareness to steer clear of this company. Very very disappointing
2 April 2026
Unprompted review
Reply from Luxebyshe
Hi Jenn,
We’re really sorry to read about your experience and the frustration this has caused this certainly isn’t the level of service we aim to provide.
We’ve looked into this on our system but haven’t been able to locate your order details based on the information available. So we can properly investigate this for you and get it resolved as quickly as possible, please reach out directly to our customer care team at Luxebyshe@mail.com with your order number and any relevant details.
Once we have that, we’ll be able to review everything thoroughly and assist you further.
Kind regards,
Customer Care Team
Absolutely avoid at all costs-
Absolutely avoid at all costs-
Twice my order has been incorrect and I mean my first order was about £800. The 2nd time they sent the complete wrong shade. I sent pictures of the product open and explaining it was the wrong product they sent out. I was advised to send it back tracked (paid for the return) to be acused od steeling some of the hair out the bundle. Bare in mind i had used this company for some time just ignoring the previous issues ive had. Anyways back and forth for ages I was emailed late on a Sunday night asking to send £10 to pay for my order back. Naturally it being a couple hundred pound I did that. Over a year later ive been plied with lies, told the parcel went missing and they were taking it up with yodel. Was told I was being sent tracking numbers ect and never ever got them. I then started to just get ignored. I created a new email thread and got a reply eventually... trying to say they had notification that royal mail delivered them ? I mean what?! Why lie. Atleast keep the delivery company the same when you try and come up with more lies. The customer service is actually disgusting. You get ignored for months ive had to pester this company for like way over a year and they still havent sent my hair back to me. Although they desperately needed a £10 bank transfer at about 10pm on a Sunday evening. I have email proof of this before I get accused of a false review. AVOID AT ALL COSTS. PROPER COWBOY COMPANY ITS A COMPLETE JOKE!
YOUS DEFINITELY DID NOT SEND ME ANY PROOF ANY EVIDENCE, YOUS 100% DID NOT SEND THAT ORDER BACK TO ME AFTER MESSAGING ME AT 10PM ON A SUNDAY NIGHT FOR A TENNER. I HAVE ALL MY EMAILS AS PROOF AND I CAN POST THE SCREEN SHOTS OF THE LIES, SAYING YODEL LOST MY PARCEL AND YOUS NEVER PROVIDEDD ANY PROOF OF SHIPPING REFERENCE OR TRACKING DETAILS THAT IS WHEN YOUS STARTED TO IGNORE MY EMAILS. THEN YOU DECIDED YOU FORGOT WHO YOU SAID YOU ORIGINALLY SHIPPED OUT WITH AND DECIDED TO EVENTUALLY REPLY SAYING ROYAL MAIL DELIVERED IT. I ASKED SO MANY TIMES FOR THE TRACKING INFO TO SEE WHERE IT HAD BEEN DELIVERED AND YOUS JUST POINT BLANK IGNORED ME. YOUS ARE LIARS AND I FIND IT FUNNY HOW EVERY NEW REVIEW IS SAYING THE SAME THING. YOUS DESERVE IT AND I HOPE ITS THE END OF YOUR COWBOY COMPANY. STEELING HUNDREDS OFF PEOPLE.
23 April 2026
Unprompted review
Reply from Luxebyshe
Hi Kellie,
We’re sorry to read your comments and would like to clarify the situation from our side.
Following the return of your item, a full inspection was carried out. We provided documented evidence, including images, showing that the quantity of hair returned was less than what had originally been dispatched. This was communicated to you at the time.
As per our returns policy, we are unable to accept returns where items have been opened and hygiene seals have been broken, particularly with hair extensions due to the nature of the product. This policy is in place to ensure quality and safety for all customers.
We can also confirm that the item in question was shipped back to you, and all relevant updates were shared during the process.
We understand this has been a frustrating experience, however we have followed our procedures in line with our policy.
Kind regards,
Customer Care Team
Luxurious feel
This is the first time I've used Luxebyshe extensions. I wanted to try them myself before using them on clients and I can definitely tell the difference with these and the quality. They feel so much softer and the tips are smaller than I have previously used, which makes them feel much neater in the hair. The colour range is great and they blend lovely. I would highly recommend these and will be offering these as a luxury extension to clients :)
14 April 2026
Unprompted review
Reply from Luxebyshe
Hi Ruth,
Thank you so much for taking the time to share your experience
We’re absolutely delighted to hear how happy you are with the quality of the hair. It means a lot to know you’ve taken the time to trial the extensions yourself before offering them to your clients and that you’ve noticed the difference in both softness and finish.
Our aim is always to provide hair that not only looks beautiful but feels seamless and refined when worn, so it’s lovely to hear your feedback on the tips and overall blend.
We truly appreciate your recommendation and look forward to continuing to support you and your clients with our luxury range ✨
— Luxe by She Team
great service hair was delivered next…
great service hair was delivered next day no issues i have thehair in colour match is perfect blend of colour lovely long length very happy definitely will bea returning customer i also ordered the aftercare bundle and they smell amazing and feel lovely in my hair
2 April 2026
Unprompted review
Reply from Luxebyshe
Hi Stephanie,
Thank you so much for your lovely review ⭐️
We’re so pleased to hear your order arrived quickly and that you’re happy with the colour match and overall blend,that seamless finish is exactly what we aim for
It’s also great to hear you’re enjoying the aftercare bundle too… they really do make such a difference to both the feel and longevity of the hair
We truly appreciate your support and look forward to having you back with us again soon
— Luxe by She Team
18 inch caramel swirl extensions
I recently purchased the LuxeByShe 18-inch Hair Extensions in the shade Caramel Swirl, and I honestly couldn’t be happier with my choice. From the moment I opened the package, I could tell these were high-quality extensions. The colour is absolutely gorgeous.
The 18-inch length is perfect for adding both volume and a natural-looking length without feeling over the top. The texture is incredibly soft and silky, and it blends seamlessly with my natural hair. I’ve styled them with heat a few times now, and they hold curls really well while still looking smooth and healthy.
Fantastic service and prompt delivery. Overall fantastic experience and will be purchasing again.
25 March 2026
Unprompted review
Reply from Luxebyshe
Hi Bethany,
Thank you so much for your beautiful review
We’re absolutely delighted to hear how happy you are with your extensions. Caramel Swirl really is such a stunning shade, and it’s lovely to know it’s blended so seamlessly with your natural hair.
It’s great to hear you’re enjoying the softness and how well they hold styling too maintaining that silky, healthy finish is exactly what we aim for with every set
We also truly appreciate your kind words about our service and delivery. Your support means so much, and we can’t wait to have you back with us again soon 🤍
— Luxe by She Team
Ordered some hair
Ordered some hair, didn't like the colour in person, decided I'll just stay all black... hygiene seal unbroken- they are refusing a refund to original payment method only store credit which is illegal (check the UK laws and government website)
Hopefully they'll let us sort it out through them, if not off to the bank we go for breech of our consumer rights regarding 14 days refund and right to change to mind LAW.
7 April 2026
Unprompted review
Reply from Luxebyshe
Hi,
We’re really sorry to read your review and the experience you’ve described.
We take all feedback seriously, however we’re currently unable to locate your order details based on the information provided. So that we can properly investigate this for you and review everything in full, please could you contact our team directly at luxebyshe@mail.com with your order number and full details.
We would always want the opportunity to look into any concerns raised and work towards a resolution where possible.
We look forward to hearing from you.
— Luxe by She Team
Haven’t received my order and cannot…
Haven’t received my order and cannot get a response. My order is over £300.
1 April 2026
Unprompted review
Reply from Luxebyshe
Hi Ashley,
Thank you for your message, and I’m really sorry to hear you’ve not received your order.
We completely understand how frustrating this must feel, especially with an order of this value.
Unfortunately, we’re currently unable to match your name or username to an order or any previous email correspondence on our system, so we’re unable to locate your details from this message alone.
To get this resolved for you as quickly as possible, please could you reach out directly to our customer care team at luxebyshe@mail.com with your:
• Full name
• Order number
• Email address used at checkout
Once we have those details, we’ll be able to locate your order and look into this properly for you.
We’ll keep an eye out for your email and get this sorted as a priority
Thank you,
Team Luxe by She
PLEASE DO NOT WASTE YOUR MONEY !!!
PLEASE DO NOT WASTE YOUR MONEY !!!!
CHEAP THIN HAIR FROM CHINA!
Payed over 550 for hair that’s like straw and the colour doesn’t even look like what’s advertised this company should be shut down for false advertising
I cannot believe how bad it is I knew I should of listened to the reviews lesson learned, please don’t make the same mistake
Day light robbery
2 April 2026
Unprompted review
Reply from Luxebyshe
Hi,
We’re genuinely sorry to read how disappointed you are, this isn’t the experience we ever want for our customers,
We take concerns around quality and colour match very seriously. All of our hair is quality checked before dispatch, and outcomes can vary depending on application, aftercare, and environmental factors — however, we would really like the opportunity to review this properly for you.
At the moment, we’ve been unable to locate an order or previous contact under the name used on this review, which means we haven’t yet had the chance to investigate your case directly.
Please can you email our customer care team at luxebyshe@mail.com with your order number and the email address used at checkout. Once received, we will:
• Carry out a full assessment with our returns team
• Review the colour match against your order
• Provide a clear resolution based on our findings
We’re here to resolve issues, not avoid them, and we would really appreciate the chance to put this right for you.
Kind regards,
Team Luxe by She
⭐☆☆☆☆ – Extremely Disappointing Experience
I’m extremely disappointed with my recent order and overall experience.
Firstly, I paid £10.99 for express delivery (advertised as 1–4 days), but the item did not arrive within that timeframe. While delays can happen, paying for express shipping should mean a noticeably faster service than standard delivery—which simply wasn’t the case. It now seems far more likely that the delivery cost reflects the fact the item was shipped from China, rather than any genuine “express” service.
More concerning, however, is the poor quality of the hair extensions. The tapes are uneven, mismatched, and clearly look like a larger weft has been cut into pieces rather than properly manufactured individual tapes. This makes correct application difficult and means replacement tapes won’t fit properly during refitting. The sharp, uneven edges also make styling more difficult.
Having previously ordered multiple times, I can confidently say there has been a significant decline in quality, including the packaging. The product is not of a satisfactory standard and is unlikely to last as expected, leading to additional cost and inconvenience.
Due to a pre-booked appointment, I had no choice but to use the extensions. However, the delayed delivery caused disruption, additional expense, and inconvenience that could have been avoided.
To make matters worse, the company refused to offer a replacement because the packaging had been opened—which was unavoidable in order to assess and use the product—and also refused to refund the delivery fee, despite the service not matching what was advertised.
Overall, this experience has been frustrating—from misleading delivery expectations to a clear drop in product quality and poor customer service.
I would not recommend based on this experience.
9 March 2026
Reply from Luxebyshe
Hi Laura, thank you for your feedback. We’re sorry to hear you weren't satisfied with your order.
After reviewing your account, we can confirm your order arrived within our stated working-day shipping guidelines. We do however offer a next day delivery service for customers who need the order urgently.
Regarding the extensions, our policy requires that hygiene tags remain intact for a return or exchange. Because the hair was removed from its packaging and fitted, we are unable to process a refund for hygiene reasons.
However, we’d like to help.
Please contact us directly so we can discuss a resolution.
Kind regards
Luxe by she
Reply from Luxebyshe
Hi Georgina
Thank you for your positive feedback.
Where thrilled to hear you order arrived as expected.
Enjoy your order and we look forward to working with you again very soon.
Thank you
Very friendly staff
Very friendly staff. I love the colour options that Luxe By She provides and the lengths. A variety of different methods, and the we due is so easy to navigate what you are looking for with all the information about each method.
19 March 2026
Unprompted review
Reply from Luxebyshe
Thank you so much for your lovely feedback ✨
We’re so glad to hear you’re loving the colour range and length options – we work really hard to make sure there’s something for everyone. It’s also amazing to know you found the website easy to navigate, that’s exactly the experience we aim to create
Your kind words about our team mean the world to us too l,We truly appreciate your support and look forward to helping you again soon!
Very happy with the hair so far
Very happy with the hair so far! It fluffs out a little bit after a wash but that’s the same with all extensions!! I haven’t noticed any breakage or damage as of yet so looking forward to it lasting!! I paid for next day delivery and actually seems like they PROCESS it the next day so it’s really like 2 days but overall very happy with the hair I received :)
19 March 2026
Unprompted review
Reply from Luxebyshe
Thank you so much for your lovely review ✨
We’re so pleased to hear you’re happy with the quality of the hair and that it’s performing well.
that’s exactly what we aim for,
The slight fluff after washing is completely normal, just like you said, and it’s great to hear you’ve had no issues.
We also really appreciate your feedback on delivery. We’ll absolutely take this on board as we’re always looking at ways to improve our service and make everything as clear and efficient as possible for our customers.
Thank you again for your support, it truly means so much to us We’re always here if you need anything!
The hair is not good quality and took…
The hair is not good quality and took so long to arrive. Too expensive for the poor quality.
9 March 2026
Reply from Luxebyshe
Hi Marli,
We’re really sorry to see your feedback and for any disappointment caused.
We have attempted to locate your order on our system using the details available, however we have been unable to find a matching order. We would really like the opportunity to look into this further and resolve this for you.
Could you please contact our team at your earliest convenience via luxebyshe@mail.com, providing your full name, order number, and any relevant details, so we can investigate this properly.
We’re here to help and would appreciate the chance to put this right for you.
Kind regards,
Luxe by She
Completed my first order with Luxe by…
Completed my first order with Luxe by she.
Great customer service with my colour match, I can’t wait for it to be fitted! Thanks Katie for your help
9 March 2026
Unprompted review
Reply from Luxebyshe
Hi Chloe
Thank you very much for your time and leaving your kind words about your experience with us.
It’s a pleasure to have you on Board with the luxe by she team and We look forward to working with you again very soon
Thank you
Team she
Absolutely terrible
Absolutely terrible do not waste your money. The quality is absolutely dire, after the extortionate £10 ‘express shipping fee’ for delivery in 1-3 days my hair arrived over a week later. The colour was nowhere near the shade advertised, the worst of it though was the fact they had chopped the hair at the tape level, causing it to stick up. the actual tapes were all different sizes with no edging, and well under on the weight. considering these aren’t much cheaper than beauty works the quality is absolutely shocking. They refused to refund only offering a replacement! Therefore I’ve been forced to open a dispute with my bank. DO NOT WASTE YOUR MONEY!!!
3 March 2026
Reply from Luxebyshe
Hi Caroline,
We’re really sorry to see your feedback and for any disappointment caused.
Our team has attempted to reach out to you directly to get this matter resolved as quickly as possible, however we have not yet received a response. We are very keen to look into this fully and ensure a fair resolution for you.
Could we please ask that you contact our team at your earliest convenience via luxebyshe@mail.com, with the relevant details of your order and the issue, along with any supporting images, so we can investigate this properly and move things forward for you.
We take all feedback seriously and are committed to resolving matters promptly and professionally.
Kind regards,
Luxe by She
I ordered a Luxe extensions kit
I ordered a Luxe extensions kit. Excellent quality and fast delivery. I highly recommend 👌
9 March 2026
Unprompted review
Reply from Luxebyshe
Hi Ewa
Thank you so much for your lovely feedback and taking the time to share your feedback it truly means a lot our team to hear your thoughts.
Thank you
Luxe by she
3 months still no hair
Long story - I left my supplier and was on the hunt for a new one. This company promised all the things you would want to hear about extentions; double drawn,soft, customer service etc I took a chance and ordered a butterfly weave. A week later it still had not been shipped-after contacting I was told it will be shipped asap- days go by and finally it’s shipped two weeks and still no hair.3 weeks still no hair.4 weeks still no hair. I contact them & im told it’s been delivered.i had not received it. a long time of back and forth emails they agreed to send me the hair on the condition that i delete my review of the company.i said not until i get the hair but it had been a long time now,months, so i agreed eventually and deleted the review. I was told the hair is sitting ready to ship as soon as review is removed im now 3 months later with no hair and no refund and they no longer are replying to me my advise as a professional is to not waste you money and time on this company
6 January 2026
Unprompted review
Reply from Luxebyshe
Hi Aisling,
We’re really sorry to read that you feel this way and we do appreciate you taking the time to share your experience.
However, we would like to clarify publicly that we have been in clear and ongoing correspondence with you regarding this matter. Throughout our communication, our team worked to investigate the delivery and support you with a resolution.
As confirmed in our email correspondence, we were more than happy to arrange and send a replacement order to resolve the issue for you. However, during this process a payment dispute/claim was opened to recover the funds. Once a claim has been opened with a payment provider, we are unable to proceed with sending a replacement order, as this would result in both a refund and the hair being issued for the same order.
For this reason, the case needed to be handled through the claim process already opened, which allows the payment provider to review the transaction and determine the outcome.
We always aim to resolve any issues for our customers in a fair and professional way, and we remain happy to cooperate fully with the claims process so that this can be concluded correctly.
Kind regards,
Customer Care Team
Amazing hair
Amazing hair, great range of lengths and method! Love this brand 💘
7 March 2026
Unprompted review
Reply from Luxebyshe
Hi kloey
Thank you so much for taking the time to leave your positive feedback.
It means a lot to the team thank
You
Luxe by she
Fake sheetI don't recommend it to anyone, it's some crap from China that never arrives. You pay 10 pounds in postage for 1-4 day delivery that doesn't arrive after 3 weeks. No one should order from
Fake sheet. I don't recommend it to anyone, it's some crap from China that never arrives. You pay 10 pounds in postage for 1-4 day delivery that doesn't arrive after 3 weeks. No one should order from here. This is a piece of crap. Disgusting company.
26 February 2026
Reply from Luxebyshe
Hi Anita,
We’re really sorry to hear that you feel this way and we’d like to help resolve this for you.
Your order has been shipped, and while we offer 1–4 business day delivery once production has been completed, delivery times can occasionally vary depending on the courier. We always aim to get orders to our customers as quickly as possible.
Please could you reach out to our customer care team at luxebyshe@mail.com with your order details so we can look into this for you right away. Our team are available and on hand to help with any issues that may occur.
Kind regards,
Luxe by She Customer Care
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.