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
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Please do not buy from this company. I have been completely conned and they should be ashamed of themselves. You do not get what you order, personally I wouldn’t be able to rip hard working people off... See more
Company replied
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
I purchased copper hair extensions as a hairdresser for my client. I’d never used this brand before and was skeptical but it blew me away quality was amazing. Length and colour wow. She’s had her refi... 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
Awful customer service refusing to…
Awful customer service refusing to provide return address details. I paid £10 for express delivery 1-4 days, I had an important event to attend. 9 days later I had to pay a salon to do my hair and buy products from them. I emailed the company saying it had been 9 days, I needed to refund. 10 days later the item arrived, I have asked the company to return, they are refusing. I am challenging this, they have broken the time delivery agreement.
5 June 2025
Unprompted review
Reply from Luxebyshe
Hi thank you for your review. Unfortunately we are struggling to allocate an order for you.
Please can you contact the customer service team on luxebyshe@mail.com so that we can help assist.
We do apologise for the inconvenience here. The team on production do work very hard to ensure that all orders are prepared & shipped immediately. We do work very hard to avoid any delays however from time to time this can happen due to unforeseen reasons with the courier, this is unfortunately out of our control.
Kind regards
Luxe by she
Reply from Luxebyshe
Hi Simone, thank you for your review.
We do apologise for the inconvenience here. The team on production do work very hard to ensure that all orders are prepared & shipped immediately. We do work very hard to avoid any delays however from time to time this can happen due to unforeseen reasons with the courier, this is unfortunately out of our control.
We do value your custom and I am sure you will go on to love your new hair extensions for many years to come.
Customer service will reach out to you to discuss this further.
Kind regards
Luxe by she
The Worst Company I've Ever…
The Worst Company I've Ever Encountered!
As a professional hairdresser with years of experience using extensions, I can confidently say this company is awful to deal with.
First, the quality of the hair is absolutely subpar for the price. It feels like a complete rip-off, especially when compared to what was promised.
Second, I was hit with an unexpected import tax invoice from FedEx because the company didn’t actually have my order in stock. Instead, they shipped it directly from their supplier in China, and rather than absorbing the cost, they passed the charge onto me. Not only was my order late which was frustrating when I paid £9.99 for delivery, but I also had to pay an extra fee on top of that - which I still haven’t been reimbursed for!
Third, their communication is beyond frustrating. After I raised my concerns about the import tax, I was promised I’d hear from the 'management team' within 7 days... surprise, surprise, I never did.
To top it off, they now show up on Klarna with a warning about an above-average number of complaints so clearly multiple people are having issues recently.
This company is a total disaster—whether it's due to inexperience, a lack of care for their customers, or worse, what seems like a scam. It’s been a huge disappointment, and I hope no one else has to go through the same awful experience I did.
(Update) Since my original review, the company has offered me money to remove it. Communication has remained poor, and they only offered a small amount in comparison to the charges I incurred and other issues they have caused. It does nothing to resolve the underlying issues and has ultimately wasted even more of my time.
13 March 2025
Unprompted review
Ordered by accident & wanted to cancel…
Ordered by accident & wanted to cancel my order, these scammers are saying I can’t & wont refund my money. I have contacted my bank & have reported them to trading standards too. Avoid this company …. DO NOT buy from them as they wont reply
31 May 2025
Unprompted review
Reply from Luxebyshe
Hi Saadia, thank you for taking the time to write this review.
We have investigated further here and we can see that the team have been in regular contact with yourself.
Unfortunately when placing a bespoke custom made order, once the order reaches production the item is then none refundable due to the product been bespoke to each individual customer.
I do apologise for the inconvenience here. We do work hard to ensure that all the information relating to bespoke orders can be found on the website and each product page for customers to read before making the decision to purchase.
The team will reach out to assist you further here.
Kind regards
Luxe By She
Never got my order
Never got my order!
I have contacted their support over so many time la and I have prove of it but the kept saying we will look in to it, but never did so I paid money for not receiving anything at all and trying to get my money back is even harder. Don’t buy from them please do your research.
2 June 2025
Reply from Luxebyshe
Hi and thank you for your review
I do apologise for any inconvenience caused here due to your missing sample pack
I can see that a full investigation had been opened with the courier however this was since closed due to the courier confirming delivery
Please reach out to the courier if you would like to discuss this further.
Kind regards
Luxe By She
Obsessed with this brand
Obsessed with this brand! You can truly see how much work time & effort has gone in to the website which really does make the shopping experience very enjoyable. The models for each shade are just gorgeous and this has really helped me pick out some gorgeous shades which have all been a true match for me.
11 April 2025
Unprompted review
Reply from Luxebyshe
Thank you for your lovely review. This means a lot and really does make all of our hard work worth while.
Kind regards
Luxe By She
Had to fight for refund despite proof of return
My experience
The product I received was not as shown on the website. I paid £10 for 1–4 day express delivery; it arrived on day 4. Returning the item required an additional £10 fee.
I was initially told by email that the company only offers exchanges (as stated on their website), despite earlier being told via direct message that I could receive a refund. I have screenshots of both. After returning the item (confirmed by tracking), my messages went unanswered for some time.
I eventually received a refund, but I believe this only happened after I shared my experience publicly on Instagram and began taking steps with Trading Standards and my credit card provider.
7 May 2025
Reply from Luxebyshe
Hi Jodie, Sorry to hear you aren't satisfied with the products purchased, as you can see from our reviews its always essential that we exceed our clients expectations. We work very hard to ensure as much information on each shade and product is online along with multiple product images. Many customers are extremely happy with the online model & product images to help them best colour match their hair. However we do always recommend ordering a colour ring or making the most of our free of charge colour match service before ordering.
Firstly all our products are as advised in terms of weight, lengths and shades... Our quality assurance team on delivery of all stock items in the inventory ensure that they are checked to a high standard to match our desired needs.
Unfortunately as you don't have the recommended colour matching tools this could be a direct reason why you have faced a slight colour variation.
We're sorry to hear that the product did not meet your expectations, and we understand how frustrating this must be. We understand that a member of our Client Services team has reached out to you directly to discuss this further and work towards a resolution. Your satisfaction is extremely important to us, and we truly appreciate the opportunity to make things right.
We look forward to hearing from you.
AVOID
50g of tape weft extensions was actually 38g and thin. Not luxurious at all. Customer services offered to send the remaining hair. I think they swept the floor to find this piece of hair that had the tape hanging off of it and filed with fluff and debris. It was also the wrong colour. They didn’t care. They just sent me links to policies as to why I could not return. AVOID
Update- I have read the reply, I was not contacted asking for pics to resolve the issue, I already sent pics in my complaint. I was told there would be no option to return….
“Unfortunately negates you have since removed the hair from with in the original packaging and removed the hygiene tags and stickers we are unable to exchange.
Please refer to the returns policy link attached
I can assure you that the extra hair that was sent out is of the highest quality human hair and will last for many years to come”
THE HAIR WAS VERY UNDERWEIGHT. I had to remove packaging to weigh. Also- The hair would definitely not last many years to come. It was shedding and awful after only a few washes.
25 April 2025
Unprompted review
Reply from Luxebyshe
Hi Cheryl,
Thank you for sharing your experience, we are deeply sorry to hear of your disappointment.
After investigating further I can see that our team had been in contact with you directly to ask for you to provide further images to help us better understand the issue.
We appreciate you reaching out and we appreciate your concerns and for taking the time to speak with us initially.
I am very sorry that you had not been happy with the colour match , please can you reach out to the team so we are unable to complete a full investigation.
Production do need to be able to fully examine the hair in order for us to assess any potential faults accurately and provide a fair resolution.
We understand how frustrating this situation must be. Please rest assure that we are here to help.
We do accept returns with in 14 days as long as the product is returned with the hygiene tags & stickers in tact.
Please do not feel that we are dismissing your concerns, but we do need to follow our investigation process as thoroughly as possible.
We take all of your feedback on board and we are committed to improving our offerings each day.
We welcome the opportunity to support our customers wherever we can.
Please do not hesitate to get in touch if you have any further questions, our team will be more than happy to help.
Kind regards
LUXE BY SHE
Awful
Awful, go else where.
I don’t usually write reviews but felt the need to with these. I bought tape weft extensions, shipped pretty fast and good colour for what I needed. On looking at the back to back pieces one of them was 3inches shorter (the width). I emailed about this and was told it was all an estimate on tape width and it is sold as the grams, however after arguing that loosing 3inch of the tape would reduce the weight I was refunded £20.
I had the hair put in, (this is a pre tapped weft) After washing it for the first time the whole lot came out. On inspection the tape had literally just been stuck to a weft piece, No backing for the tap to sit on at all.
I have emailed about this and had no response. Such poor quality and customer service. I honestly wouldn’t waste your money.
10 February 2025
Unprompted review
Reply from Luxebyshe
Hi LM,
Thank you for sharing your experience, we are deeply sorry to hear of your disappointment.
After investigating further I can see that our team had been in contact with you directly to ask for you to provide further images to help us better understand the issue.
We appreciate you reaching out and we appreciate your concerns and for taking the time to speak with us initially.
Unfortunately the team did not receive a reply, however as the hair has since been applied unfortunately we are unable to complete a full investigation.
Production do need to be able to fully examine the hair in order for us to assess any potential faults accurately and provide a fair resolution.
We understand how frustrating this situation must be and regret that we couldn’t take the process further.
Please rest assured that our intention was never to dismiss your concerns, but to follow our investigation process as thoroughly as possible.
We take all of your feedback on board and we are committed to improving our offerings each day.
We welcome the opportunity to support our customers wherever we can.
Please do not hesitate to get in touch if you have any further questions, our team will be more than happy to help.
Kind regards
LUXE BY SHE
Very Disappointed
I purchased 4 packs of 24” flat weft and had them fitted on 25th feb. We are currently 2 months in and i have lost so much of the length already. Considering the price i paid for these (£540) you would think they would last a lot longer then 2 months. I use all the correct products on them and i have a very healthy hair routine so i know this is not an issue i have caused. I am very disappointed with this and feel like i have been misled by all the reviews and influencers that have used there hair. I would not reccomend.
22 April 2025
Unprompted review
Reply from Luxebyshe
Hi Ellie, thank you for your feedback.
We are very sorry to hear of your disappointment. Please reach out to the support team & we will be more than happy to help.
After investigating further here I can see that you had not purchased the Luxe by she aftercare products or shampoo & conditioner when you ordered your hair extensions in February.
Our luxury hair extensions do come with a guarantee when the full aftercare guidelines have been followed.
The hair does last up to 3 years for all customers using the Luxe by she hair care range.
We do work very hard to ensure all of this information is readily available to the customer before they decide to purchase.
Many customers are shocked by the many years of wear they get out of the hair when these guidelines are followed.
The Luxe by she professionally created hair care products are designed to help pro long the life span of all hair extensions.
Unfortunately when the Luxe by she hair care range has not been used we can not offer a guarantee with the hair as many other products do contain harsh chemicals that can damage the hair causing the hair extensions to shed / become brittle & snap. We suspect this may be the reason you have lost some length from your hair.
We recommend you invest in the Luxe by she hair care products to help prevent any further damage.
Many customers do go on to enjoy the full length & volume of the hair for years to come with the use of these products.
Please rest assured that we do value your custom and that we are always here to help with any issues. Please feel free to reach out to the team for any further assistance.
Kind regards
Luxe by she
DO NOT ORDER FROM LUXE BY SHE
This is by far one the worst business’ I have ever come into contact with. I’ve had hair extensions in my hair for 6 years now. I’ve order from multiple places due to quality and due to the brilliant reviews you see on here I’d decided to give them a try - I want to know, WHO IS WRITING THESE REVIEWS?!?!
Firstly absolutely no communication from placing my order on 3rd of April, I paid £8 3-4 days delivery to a shop because to my house which is 5 minutes away from the shop was an extra £12, like what?
After having no recognition of Luxe by she from receiving my order, I then emailed there advertised email expressing my concerns, to which a very poor and not spelt well at all email came back to me saying it’s on the way. A few more days had passed and I emailed again, because I’m sorry but £368 is not cheap to me, demanding that if I did not receive my order by 11th at that point I did not want them because my hair appointment was scheduled 12th to which they replied again, “its on the way”
After then going to the shop it was delivered to, part 1 had came but the staff had signed for 2 parcels although all the staff assured me the second parcel was not there, I opened part 1 which was the shampoo and what do you know it’s leaked everywhere! I opened the bottle when I got home to massive crack going down it! I’ve then emailed since to which now I’m demanding my money back but I’ve had no response. What a joke! I can’t even comment on the quality of hair because I have not received them!! Do not order from here. Don’t waste your money like I have. I have pictures for proof.
3 April 2025
Unprompted review
Reply from Luxebyshe
Hi Becky, thank you for your review
I am very sorry to hear of your disappointment in the courier services
I have investigated further here and I can see that both items have been delivered and signed for
The team have reached out to you and provided you with the proof of delivery
I am very sorry to hear that the shampoo has been damaged during shipment. I have reached out to production to request another bottle to be shipped to you immediately
Kind regards
Luxe by she
Temu of Hair Extensions
I came here 10years ago for extensions and I was really impressed with the hair. I thought 10years later after trying multiple brands I’ll try their clips in.
DO NOT BUY!!! DO NOT BUY!!!
order placed 28th March. 9th April I have picked up my order. After paying delivery.
Hair comes from china. Expect to pay £12.95 fedex charge.
1-4 days delivery when I questioned this was told this is shipping time (not delivery and shipping)
Originally this used to be good quality, sadly over 10years greed has come in the way of quality and can only be classed as Shein or Temu version of hair extensions. Constant sales and offers but no reality, just ‘saving money’ had a sale longer than DFS.
Also if your still unsure, check out the comments on their posts on Facebook, TikTok and instagram. For 64k followers to have 4 comments (but then 2 only appear as negative ones deleted) speaks volumes.
There are no genuine comments as any slightly negative ones are deleted. Their name has changed multiple times over the years and we can see why.
This is likely to be deleted so Iv saved a copy and will continue to repost.
I will add, yes I have had responses from Luxe by She, but these are generic, ‘assuring just because the hair comes from china doesn’t mean that it is’ and said it is on their website and email to inform customers they will have a FedEx bill. - there’s no such thing.
Unless you look like a love island contestant / or they can make money out of you I wouldn’t bother.
Oh and btw their return policy is 14days from ordering. I had to pick up my order at the earliest time on the 12th day! So make sure you definitely want to keep after buying as your stuck into keeping as it’s likely the hair will come after the return cut off. Sadly I have no choice now as will not have time to return so they caught me on this one.
Ps weighed my extensions in the bag they came in. 200g hair extensions comes to 195g (plastic bag included) so you don’t even get your moneys worth.
Then for their first reply to my review is ‘we can’t seem to find an order’ is rather laughable.
AVOID AVOID AVOID!!!
19 August 2025
Unprompted review
Reply from Luxebyshe
Hi thank you for taking the time to review however unfortunately we can not allocate a order to this review
Please can you reach out to confirm your order number and date of order so we can assist you further
Please rest assured that we do appreciate each and everyone of our customers and we work hard to ensure every customer receives the highest of customer service
We do have a 14 day refund and return policy. Each item that is returned with in 14 days with in the original packaging and with the hygiene void stickers and tags in tact will be refunded.
We work hard to be as transparent as possible ensuring the weight of every product and detailed description of what each pack contains are clearly listed.
We pride ourselves on working with the highest quality of luxury human hair only and the positive feedback and reviews we receive from our customers does confirm this.
Many customers do go on to re use their hair extensions for many years to come. We work with trust worthy and highly reputable manufacturers only.
Please do reach out to provide us with your order number as we are keen to assist you further with this matter
Kind regards
Luxe by she
Do not buy from this company the hair…
Do not buy from this company the hair is awful just feels like hair from China already loosing length and feels and looks like straw what a rip off! I have sent an email about this but heard no response. You can actually order the same hair from eBay for half the price.
31 March 2025
Unprompted review
Reply from Luxebyshe
Hi Liv thank you for leaving your review
We take all of your feedback on board in order to improve or services
After investigating further here I can see that the customer care team had been in touch with yourselves and had sent over all of the quality inspections / return questionnaire documentation etc in order to follow up on your complaint
However upon receiving back this documentation you had brought to the teams attention that you had further processed and silver shampooed the hair extensions
We do have a strict returns policy that we and all other hair extensions brands do have to stick to for hygiene reasons.
We do offer full refunds on all orders that are returned with in the original packaging with in 14 days
Unfortunately because you had made the decision to remove the product from the original packaging and hygiene void stickers, the returns team could not accept your return
We also recommend against colouring or further processing the hair extensions as if done so unprofessionally this may damage the hair
For more information please refer to the Consumer Contracts Regulations 2013 states “consumers will lose their right to cancel if they unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons”. If the buyer removed hygiene seals against instructions to the contrary, they are likely to be deemed to have ‘accepted’ the goods and are not entitled to be refunded.
Please rest assured that we do value your custom and although your return did not meet our returns criteria we are still here to help
A member of the team will reach out to you shortly
Kind regards
Luxe by she
I ordered some extensions they were too…
I ordered some extensions they were too dark. Was told to send them back for an exchange which I did and said which ones I wanted .. no reply.. for days now.. I have spent hundreds and having no extensions and nothing to show for it..
29 March 2025
Unprompted review
Reply from Luxebyshe
Hi unfortunately we are struggling to link a order to this review
Please can you reach out and provide us with a order number & date so that we can help assist
The returns team do work hard to ensure all returns are refunded / exchanged with in a timely manner
We will look forward to hearing from you so that we can resolve this asap
Kind regards
Luxe by she
DO NOT USE!!!!
DO NOT USE!!!!
ordered hair from them had to open to make sure it matched, the hair was different to what the site showed, couldn't return as it was VOID as I opened the pack... stupidly ordered another pack as I was stuck with the previous hair ordered same length and colour, it came diff color again and different length!!!! .... they also advertise hair that has been done by another hair specialist. ..... I also got a FEDEX bill and the hair is from China!!!!
AVOID!!!
28 February 2025
Unprompted review
Reply from Luxebyshe
Hi Demi thank you for your review
We take all of your feedback onboard in order to improve our services
We are deeply sorry to hear of your disappointment with the colour of your hair extensions
We do recommend all customers to order a colour ring or a colour hair sample to ensure the perfect colour match
We also offer a free of charge colour match service
We do have a strict returns policy that we and all other hair extensions brands must stick to for hygiene reasons.
We do offer full refunds on all orders that are returned with in the original packaging with in 14 days
Unfortunately because you had made the decision to remove the product from the original packaging and hygiene void stickers, the returns team could not accept your return.
For more information please refer to the Consumer Contracts Regulations 2013 states “consumers will lose their right to cancel if they unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons”.
If the buyer removed hygiene seals against instructions to the contrary, they are likely to be deemed to have ‘accepted’ the goods and are not entitled to be refunded.
We work with trust worthy / reliable manufacturers only and we pride ourselves on supplying the highest quality of luxury human hair
Many of our customers do go on to wear their hair extensions for many years to come. The positive reviews can confirm this
The courier can charge a small import fee from time to time depending on a few factors / if the hair was shipped from the HQ or the manufacturer and depending on the delivery address. This charge does go directly to the courier and is a legal requirement therefore out of our hands. We do cover this with in the company policy and again with in the confirmation email.
Please rest assured that we do value your custom and although your return did not meet our returns criteria we are still here to help
A member of the team will reach out to you shortly
Kind regards
Luxe by she
Do not order from the site they are…
Do not order from the site they are scanners. I ordered 18 clip in I received the worst type of extensions the clips were falling. The clips won’t sewn in straight. The thread was showing the hair was shredding. The quality of the actual Hair is not 100% human. There is a mix of synthetic. I have bought clipping extensions. For over 15 years and I have never received such a horrible set for the price that I paid especially everything about them was bad and not usable
27 March 2025
Unprompted review
Reply from Luxebyshe
Hi Natsanet, thank you for your review
Please rest assured that we take all of your feedback onboard in order to improve our services
We are very sorry to hear of your disappointment with your clip in hair extensions
We do work very hard to ensure the quality of our seamless clip in hair extensions are of the highest quality available
This product is produced from raw luxury human hair only and can be reused for many years to come as long as the full aftercare guidelines have been followed
We do offer a guarantee on this hair when the aftercare products are purchased at the time of order
After investigating further I can see that unfortunately the luxe by she aftercare shampoo and products had not been purchased
We can not guarantee our hair extensions with out the use of these products as other products can include damaging / harsh chemicals that can have a detrimental effect on the hair extensions causing shedding / drying etc
A member of the team will reach out to help assist you further here
Kind regards
Luxe by she
Absolutely awful !!
Absolutely awful !!! The hair comes from china ! They are selling synthetic hair and advertising it as Russian ! I am a hair extensionist and have never seen such bad hair or customer service. I’m suprised they’ve lasted this long and are able to still con people in this way ! I finally managed to stop the klarna payments. This
company needs investigating asap!!!
27 March 2025
Unprompted review
Reply from Luxebyshe
Hi thank you for your review however unfortunately we have been unable to link your review to any orders on the system
Please can you reach out to provide the team with your order number and date so we can help assist you further
All of our hair extensions are sourced from small rural parts of the world to ensure the highest quality
The hair is 100% human hair only
All of our professional luxury hair extensions can be reused again and again and we have positive reviews confirming that the hair has been worn for many years
Please rest assured that we do pride ourselves on supplying the highest quality of human hair only
We will look forward to hearing from you so that we can resolve any issues immediately
Kind regards
Luxe by she
No refund
I bought a colour ring as I wanted to buy my client's extension. As I didn't receive it, I emailed them few times and finally got it in 10 days. My client couldn't wait and she cancelled it. I sent it back and supposed to have refund but no response.
13 March 2025
Unprompted review
Reply from Luxebyshe
Hi thank you for your review however unfortunately we are struggling to link your review to a order
Please can you reach out to provide the team with a order number and name so we can assist you further
The returns team do work hard to ensure all returns are refunded with in a timely manner. If you can please let us know your return tracking number we can then track your return and help investigate further for you
Kind regards
Luxe by she
WORST HAIR EVER HAD! DO NOT USE
Worst Company that we’ve ever dealt with with Crap hair They don’t reply to you.. WARNING to everybody Do not use this company!! Scammers!! This post will be deleted as a lot of negative reviews get deleted from this company … but I am prepared to repost as many times as it takes until my daughter gets her money back! Pleased to anybody that reads this do not use them! This company has been Reopened under this name as I’m assuming she had no choice well, I will be relentless and committed to making sure I comment on this as many times as necessary …
17 March 2025
Unprompted review
Reply from Luxebyshe
Hi thank you for taking the time to review however unfortunately we can not allocate a order to this review
We work with trust worthy and highly reputable manufacturers only, to supply our customers with the highest quality of luxury human hair only and we do pride ourselves on this. Many customers do go on to re use their hair extensions for many years to come.
Please can you ask your daughter to reach out to confirm her order number and date of order so we can assist her further . The team are always happy to help with any issues that our customers may be experiencing however they can only deal with the customer for privacy reasons.
Kind regards
Luxe by she
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