Luxebyshe 

Reply from Luxebyshe

Feb 14, 2026

Hi,

Thank you so much for your wonderful feedback.

We’re thrilled to hear that you’re loving your extensions and that they’ve been a game changer for instant volume and length. It means so much to us that you consider Luxe By She extensions the thickest and most luxurious among the brands you’ve tried.

Your kind words and support truly mean a lot to our team. We’re always here if you need any assistance or advice, and we look forward to supporting you again in the future.

Warm regards,
Luxe By She Team

Reply from Luxebyshe

Feb 9, 2026

Hi,
Thank you so much, Lily, for your wonderful five-star review!

We’re absolutely delighted to hear how happy you are with the quality and longevity of your Luxe hair. Knowing that you were able to reuse your last set for 18 months and still found it easy to manage is fantastic feedback for both our team and future customers.

Your support and trust in our brand truly mean a lot to us, and we look forward to continuing to deliver products you love.

Thank you

Reply from Luxebyshe

Feb 9, 2026

Thank you so much, Kylie, for your amazing review!

We’re absolutely delighted to hear how thrilled you are with your Mixed Pearl Nano Tips in 24”. It’s wonderful to know your extensions have transformed your look and delivered the luxurious feel you were hoping for.

We take great pride in our quality, so hearing that your experience with Luxe By She stands out from other brands you’ve tried truly means a lot to us.

Thank you for trusting us with your hair journey, we’re so glad you found the hair you’ve always wanted. We look forward to supporting you again in the future!

Reply from Luxebyshe

Feb 9, 2026

Hi Mimi,

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that you’re unhappy with your experience, as this is never the outcome we want for any of our customers.

From your message, we understand the hair was worn for around six weeks before concerns arose. Hair extensions are a processed product and their condition over time is highly dependent on aftercare, maintenance routine, products used, heat styling levels, and brushing methods. As outlined in our care guidance and warranty terms, using the recommended aftercare products and routine is essential to maintain softness and longevity. When alternative products are used, unfortunately we’re unable to guarantee performance, which is why refunds are declined in those cases.

Regarding social media, we do not use bots for reviews. Comments may be removed if they contain language that breaches our page guidelines or if they are posted across multiple threads, but we never remove feedback simply for being negative,we are always happy to address concerns through our customer service team so they can be properly reviewed.

We absolutely understand sensitivities to ingredients, and our support team can provide product information on request to help customers make informed choices before use.

We would still like the opportunity to review your case fully. Please contact our customer care team directly on luxebyshe@mail.com with your order number and photos of the hair so we can assess and offer the best possible support.

Kind regards,
Customer Care Team

Reply from Luxebyshe

Feb 9, 2026

Thank you so much for your lovely review, Vicky! We’re delighted to hear that you had such a positive experience and felt well looked after by the team.

It’s especially great to know that Katie was able to help you achieve the perfect hair match — we’ll be sure to pass your kind words on to her.

We truly appreciate your support and look forward to welcoming you again soon.
The Luxe By She Team

Reply from Luxebyshe

Feb 9, 2026

Hi Clare,

We’re very sorry to read your review and to hear how frustrated you feel about your experience. We take situations like this extremely seriously and always aim to resolve any return or exchange issues as quickly as possible.

After checking our customer service records, we haven’t been able to locate any recent emails regarding an unresolved exchange linked to your name, which suggests your messages may not have reached us. We are always available to assist and would really welcome the opportunity to investigate this properly for you.

Please could you contact us directly on luxebyshe@mail.com with your order number so we can look into the return and provide a clear update and next steps. Our priority is getting this resolved for you.


Kind regards,
Customer Care Team
Luxe By She

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