Luxebyshe 

The hair came under weight, under length and the width advertised was not met. I had also paid for next day delivery which wasn’t adhered too, I paid for premium hair and it’s not premium quality.

There’s nothing more I can say, other than avoid this company at all costs. Their responses are slow and in fact, the quickest response I had was when they stated they couldn’t help because I’d disputed my issue directly through my payment provider.

do not waste your money, this is not a reputable seller and they are not selling what they are advertising.

Avoid Luxe by She.

I ordered wavy hair extensions advertised as 24–26 inches and paid extra for express delivery. The order then took almost 3 weeks to arrive, which is completely unacceptable for a service marketed as “express.”

When the hair finally arrived, it looked nothing like what was advertised. I specifically ordered wavy hair, but what arrived was very curly. In its natural state it measured around 15 inches, and even when stretched straight it was only 20 inches nowhere near the 24–26 inches I paid for. The quality also felt poor, thin and far from premium, and the hair had an unpleasant smell when opened.

When I contacted the company, the refund was flat-out refused despite the product clearly not matching the description. They hid behind “bespoke” and “opened packaging” policies, even though you cannot properly inspect hair extensions for true length and overall quality without opening them. Customers should not be trapped into keeping expensive products that are not as described.

What made the experience worse was the attitude and complete lack of accountability. There was no genuine attempt to resolve the issue fairly.

I eventually had to escalate the matter through my bank, and Barclays found in my favour. My dispute was successful and the money was refunded, which says everything.

I have also reported the company to Trading Standards through Citizens Advice, and I would encourage anyone else in a similar position to do the same.

I would never order from this company again truly shocking.

signed up for a trade account and placed an order #6383. it didn't suit and I emailed, as they have to approve a refund request.

they approved the refund for my order (#6383) but didn't send a return address. i have since asked on their web chat for the address (they said they can't help), I replied in the original email chain, and have sent 4 further emails and gotten no reply, and i messaged their instagram (i did get a reply but they also couldn't help).

it seems that no one at luxebyshe knows the return address.

I am writing to raise a formal complaint regarding the handling of a customer’s order that has not been delivered, alongside the unacceptable level of service provided in resolving the issue.
A parcel was marked as successfully delivered to the customer’s address. However, the customer has confirmed that no one was home at the time, making this claim highly questionable. When queried, the delivery was allegedly handed to a “woman with brown hair,” which is both vague and inconsistent with the customer’s description, further raising concerns about the accuracy of this delivery.
Despite the customer raising this issue promptly, there has been no meaningful resolution offered, including no refund or replacement. This is unacceptable, particularly when there is clear doubt surrounding the legitimacy of the delivery.
In addition, there appear to be numerous similar complaints regarding ignored messages, lack of accountability, and poor aftercare. This pattern suggests a wider issue with both delivery handling and customer service processes.
As a business, this directly impacts customer trust and reflects poorly on all parties involved. Customers should not be left out of pocket due to delivery errors or a lack of follow-up support.

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)

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

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.

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 :)

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

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.

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.

Haven’t received my order and cannot get a response. My order is over £300.

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

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.

Delivered in 4 days feels hair feels amazing

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.

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 :)

The hair is not good quality and took so long to arrive. Too expensive for the poor quality.

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

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!!!