Fast Processing
1–2 business days, usually within 24 hours
Frequently Asked Questions
Frequently Asked Questions
Your questions.
Answered with care.
Have a question about your order, delivery, return, or beauty products? Find quick answers to the most common Shelux questions below.
The essentials
A little clarity. A lot of care.
Start with the essentials, then explore the questions below for more details.
Free Standard Shipping
On eligible U.S. orders over $59
30-Day Returns
Free return shipping on approved eligible returns
01Orders and Processing
How long does it take to process my order?
Orders are processed within 1–2 business days and are usually prepared within 24 hours. Processing may take slightly longer during holidays, major sales, product launches, or other high-volume periods.
How do I know my order was received?
An order-confirmation email is sent after checkout. If you do not see it, check your spam or promotions folder and confirm that the email address entered during checkout is correct.
Can I change or cancel my order?
Contact us immediately after ordering. Because orders are processed quickly, we cannot guarantee changes or cancellations after an order has entered processing or shipped.
Why is my order arriving in separate packages?
Some orders may be divided into multiple shipments so products can reach you sooner. You will not be charged additional shipping fees when Shelux splits an order.
02Shipping and Delivery
Do you offer free shipping?
Yes. Eligible U.S. orders over $59 qualify for free standard shipping after discounts and before taxes.
Do you offer express shipping?
Yes. Express shipping is available for eligible orders and destinations, with available options and prices displayed at checkout. Express shipping does not shorten our 1–2 business-day processing period.
Where does Shelux ship?
Shelux currently ships within the United States. Certain products may have restrictions for Alaska, Hawaii, U.S. territories, and APO/FPO/DPO addresses.
How can I track my order?
You will receive a shipping-confirmation email with tracking information after your order ships. Please allow up to 48 hours for tracking activity to appear.
Why are some delivery options unavailable?
Perfumes, colognes, aerosols, nail products, adhesives, and certain other beauty products may require ground transportation and may not qualify for express or air shipping. Review our Shipping Policy for more information.
03Returns and Refunds
How long do I have to request a return?
You may request an eligible return within 30 calendar days of the date your order is delivered.
Are returns free?
Free return shipping is available for approved and eligible U.S. returns when you use the prepaid return label supplied by Shelux.
What condition must a returned item be in?
Items must be unused, unworn, unwashed, unaltered, and returned in their original packaging with all tags, seals, accessories, and product inserts intact. Opened or used hygiene-sensitive products are not eligible.
How long does a refund take?
Approved refunds are generally issued to the original payment method within 5–10 business days after the returned item is received and inspected. Your bank may require additional time to post the refund.
Do you offer exchanges?
For a different item, color, or style, the fastest option is normally to return the eligible item and place a new order. Replacements may be offered for confirmed damaged, defective, or incorrect products. Review our Returns & Refunds Policy for complete details.
04Hair and Beauty Products
Can I return opened hair, wigs, lashes, or cosmetics?
No. For health and hygiene reasons, opened, tested, worn, installed, or used hair and personal-care products cannot be returned. Factory seals, tags, ties, cards, nets, and packaging must remain intact.
Will the product color look exactly like my screen?
Colors can appear slightly different because of lighting, photography, and screen settings. Hair-color names and codes may also vary by manufacturer. Review the brand’s shade information carefully before ordering.
Can synthetic hair be heat styled?
Only use heat when the product page or manufacturer specifically states that the fiber is heat-safe. Temperature limits vary, so always follow the instructions included with the product.
Can product packaging look different from the website image?
Manufacturers may update packaging, labels, or artwork without notice. When this happens, you may receive the newest packaging version of the same product.
Can Shelux help me choose a product?
Yes. Send our Customer Care team the product name or link and explain what you are looking for. We will gladly help you compare the available options.
05Payments and Promotions
What payment methods do you accept?
All currently accepted payment methods are displayed securely during checkout. Availability may vary by device, order, or customer location.
How do I use a discount code?
Enter the code in the discount-code field during checkout and confirm that the discount appears before placing your order. Discount codes cannot be added after an order is submitted.
Can multiple discounts be combined?
Discount combinations depend on the terms of each promotion. Checkout will show whether the selected offers can be used together.
When are taxes calculated?
Applicable sales taxes are calculated during checkout based on the products ordered and the delivery address.
Why was my payment declined?
Confirm that your payment information and billing address are correct. If the payment is still declined, contact your bank or card provider for assistance or try another available payment method.
06Order Issues and Customer Care
What should I do if an item is damaged, incorrect, or missing?
Contact us as soon as possible—preferably within 48 hours of delivery. Include your order number and clear photographs of the product, packaging, shipping label, and any visible damage.
What if tracking says delivered but I cannot find my package?
Check around the delivery location, ask household members or nearby neighbors, verify the shipping address, and contact the carrier. If it remains missing, contact Shelux within seven days of the recorded delivery date.
How do I contact Shelux?
Visit our Contact Us page. Include your full name and order number when asking about an existing purchase so we can assist you faster.
When will Customer Care respond?
Our team normally responds within 1–2 business days. Response times may be slightly longer during holidays and other high-volume periods.
How can I contact Shelux about a business opportunity?
Use our Contact Us page and include “Business Inquiry” in your message along with a brief explanation of the opportunity.
Still have a question?
Still need help? At Shelux, our customers always come first. Visit our Contact Us page, and our Customer Care team will be happy to assist you.