How Can We Help?

How many tiers of Luvme VIP Rewards do you have?

We have five tiers, Luvme Fans, Bronze Queen, Silver Queen, Golden Queen, Purple Queen.

How can I maintain my current membership status?

Thank you for reaching out. I understand your concern about maintaining your current membership level. Rest assured, the display of membership levels is simply to make them more visible. There's no need to worry.

You can find helpful tips on maintaining your membership level by checking out our retention strategy guide that is sent via email.

How does the Luvme VIP program work?

Your VIP status is determined by your spending. As you make purchases, you can level up to unlock more rewards. The higher your tier, the more rewards you'll unlock! For the reward details of different tiers, please check following link: https://shop.luvmehair.com/pages/rules

Do I receive exclusive customer service if I become a member?

For customer service:

After registering or logging in, you can enjoy our exclusive customer service! When you upgrade to Golden or Purple Queen, you can enjoy premium 1-to-1 customer service via WhatsApp.

For Birthday:

Every year during your birthday month, you'll receive an exclusive gift in the Birthday Gift area on the Luvme VIP Rewards page. The specific gift depends on your level on the 1st of the month.

Do I get fast approval for returns and exchanges as a member?

If you are a member of Luvme Hair, we will offer fast approval for your return and exchange request. After your return package is received, we will issue the refund according to the corresponding level's refund processing time. The refund arrival time varies by payment channel.

Can I have extended returns if I am a member?

Depending on the level at the time of purchase, you are eligible for an extended return period of 30, 60, or 90 days, provided that the product remains in its original condition.

How do I earn points?

According to our membership policy, you need to register as a member on our website first to start accumulating points. We warmly invite you to become a member to enjoy more attractive VIP perks. Please use the following link to complete your registration as per our instructions:

https://shop.luvmehair.com/pages/luvmeclub?utm_source=cs  

As part of our membership system, you can earn points based on your purchase amount—1 USD equals 1 point. Typically, your points will be credited to your account within 3 days after placing an order. Once you accumulate 20 points, you can start using them to deduct the amount of your orders.

How can I use my points?

There are three ways you can use your points on our website:

Redeem Points for Gift Cards or Discount Codes: Use your points to get gift cards or discount codes for future purchases.

Redeem Points for Free Wigs or Accessories: Exchange your points for free wigs or other accessories.

Apply Points as a Cash Discount: Use your points to reduce the cost of your order. Points can be used to discount up to 5% of the order amount.

How can I check how many points I have?

To view your points and learn about additional activities related to your points, you can log in to your exclusive VIP page to check:

https://shop.luvmehair.com/pages/my-points

What rewards can I get besides points?

You can get bigger code every month, get a birthday gift at your birth month and more exclusive customer service.

Where can I view my monthly gifts, birthday gifts, and redeemed points rewards?

You can view your redeemed points, expiration dates, and gift card balance on the "My Records" page. If you have trouble checking your reward details, please contact customer service to get more support.

How can I change my personal information for membership?

To update your personal information, here are the details:

1. Update Process: Please visit the “Personal Information” page in the membership center to modify details such as your address, birthday, or name.
2. Security Verification: If you need to change your registered email or phone number, you will need to complete a secondary verification process for added security.

How do I log in to check my account?

1. Logging in: To log into your membership account, click the “Login” button at the top right corner of our website and enter your registered email and password.
2. Forgot password: If you’ve forgotten your password, click the “Forgot Password” link to reset it.

Why can't I log in to my account?

1. Please double-check if you have successfully registered an account. If not, you could click "Register" to register with your email address and log in to your account.
2. Ensure that your email or password is entered correctly. If you’ve forgotten your password, click the “Forgot Password” link to reset it.

I want to delete my account; what should I do?

Sorry to hear that you would like to delete your account. Before we proceed, please confirm if you are certain about deleting your account which you might lose your points and membership benefits. If so, you could kindly contact us via Chat/Email, and our customer service will help.

Is Luvme's wig made from human hair? How can I tell if a wig is made from human hair?

Our wigs are made from 100% human hair. Consider the following method to distinguish if a wig is made from human hair:

① Take a small strand of hair from the wig and burn it with a lighter. Human hair smells like burnt protein. When you rub burnt hair with your fingers, it will turn into ashes.

② Take a single hair strand and run your fingers from the root to the tip, it feels smooth and silky. Then, when you reverse the direction and run your fingers from the tip to the root, you'll notice that it feels dry and less smooth.

Can you customize a wig for me?

We apologize for any inconvenience, but our current service offerings do not include customization options such as custom designs or dyeing based on provided images.

Does the wig look the same as the pictures on the website? Do I need to style it myself to achieve the look from the photos?

The pictures on our website are actual photos of the products. The wig's style might be slightly affected during shipping, but you can easily fix this with a simple touch-up upon receiving the product.

Can I dye the wig if I don't like its color?

Currently, we do not have wigs in jet black color. Our wigs are available in natural black color.

How should I care for my wig?

For wigs with looser curls such as body wave or loose wave, we suggest washing them at least twice a week. Wigs with tighter curls should be washed once a week or more frequently if needed. Proper care is essential to extend the life of your wig. Follow these daily hair care tips:

1. Saturate the wig with warm water.
2. Apply a generous amount of hair conditioner to the hair, and gently detangle it with your fingers or wide toothbrush. To minimize its frizz or dryness, you can let the conditioner sit for 15 minutes before rinsing with warm water. After that, use sulfate-free shampoo to wash your hair. (Please wash the hair in a downward motion to prevent tangling)
3. Hold the wig cap and gently squeeze out excess water without wringing or twisting the hair to avoid tangling. Dry the hair with a microfiber towel to minimize frizziness.
4. Let the wig air dry in a well-ventilated place. If you prefer using a hairdryer, please make sure to set it to a low temperature when you blowdry it. Apply leave-in conditioner or hair care oil if needed.

How can I maintain the pattern of a curly wig?

For wigs with body wave or loose wave texture, it is recommended to gently squeeze out excess water with a towel after washing the wig. Please use a roller to wrap the hair in its original curly pattern and let it air dry. You can restyle the wig using a curling iron based on your preference. For wigs with smaller curls like deep wave or jerry curl, you may use curl-defining products such as mousse or hair spray to maintain its curls.

Why am I unable to place an order?

If you encounter any issue checking out your order, you can try using a different payment method. Also, please consider providing our customer care team with any error messages or notifications you receive during the payment process, such as screenshots or recordings. And kindly contact our customer service to get more help. Our representative will assist you in resolving this matter.

Why can't I use installment payments?

Installment payment options such as Afterpay, Zip, Sezzle and Klarna are only available for customers in the United States. If you encounter any issues using installment payments, please consult the corresponding installment service provider for help.

  Paypal now offers a Buy Now Pay Later service for the following countries.

  USA: 4 interest-free payments

  UK: 3 interest-free payments

  Australia: 4 interest-free payments

  France: 4 equal payments (interest fee may occur)

  Spain: 3 interest-free payments

  Italy: 3 interest-free payments

  German: 3/6/12/24 monthly installments (interest fee may occur)

How do I use a discount code or gift card while placing an order?

① Add items to your shopping cart.

② On the right-hand side of the screen, enter your discount code or select from recommended codes. Click "APPLY" to apply the discount.  

③ Click the 'Check Out' button to proceed with your order, and enter the gift card code on the right side.

How long does it take to receive my package after placing an order?

After you place your order, our warehouse requires 1 day for processing. If your shipping address is in the United States, the package will be delivered within 2-5 business days after it is shipped. For other countries, the delivery time is typically 3-5 business days.

Which shipping carriers do you use? Can I choose a specific carrier for shipping?

We currently work with multiple logistics companies and will select the best delivery channel for your package based on your shipping information and product inventory.

Why is a signature required upon package delivery?

To ensure the safe delivery of your package and avoid any possible loss, we paid a higher price for some shipping methods to include Adult Signature Service.  If you don't want the signature service, please leave a note in your order. We will change to the shipping methods for which the signature is not included. If you have already placed an order, please contact customer service for further support.

My package arrived damaged, and a wig is missing/damaged upon receipt. What should I do?

If your package is damaged upon receipt, please check if any products inside the package are missing or damaged. Please retain the outer packaging with the tracking number and all products you received, and contact our customer service and the logistics provider as soon as possible. Our staff will assist you to find a proper solution.

Why did I receive an email stating that the package I haven't received has been delivered?

We apologize for this inconvenience caused. There may be delays in actual logistics. You can check the specific delivery information on the official website with the tracking number, or contact our customer care team as soon as possible.

How do I earn points?What is a glueless wig?

A glueless wig is a type of hairpiece crafted to eliminate the need for traditional adhesives during application. It integrates features such as adjustable straps, built-in clips, and elastic bands to ensure a secure fit.

Link for glueless wig: https://shop.luvmehair.com/collections/glueless-lace-wig

What is a lace frontal wig?

Lace front wigs features a sheer lace panel(13x4, 13x5, 13x6 inches) at the front, where individual hair strands are hand-tied to create a natural-looking hairline that blends seamlessly with the scalp. The rest of the wig cap is made from a sturdier material for durability. Lace front wigs offer versatility, allowing various parting styles and a realistic appearance.

What is a pre-plucked wig?

A pre-plucked wig is meticulously crafted to ensure a natural hairline, setting it apart from standard wigs. It mimics the gradual hairline density, giving a flawless look.

Link for pre-plucked wig: https://shop.luvmehair.com/collections/pre-plucked-wig

What is a pre-bleached wig?

A pre-bleached wig is a specially crafted hairpiece where the knots at the base of the wig undergo a lightening process to ensure a more natural scalp appearance.

Link for pre-bleached wig: https://shop.luvmehair.com/collections/pre-bleached-wig

What are large & small cap size wigs?

Large & small cap size wigs are specially designed to fit different head sizes, ensuring a snug and comfortable fit for everyone. Small size is 21.5 inches, medium size (default) is 22.5 inches, and big size is 23.5 inches.

Link for large & small cap size wigs: https://shop.luvmehair.com/collections/customized-cap-size-products

What is a Wet and Wavy Wig?

Wet and wavy wigs are versatile in that they can mimic naturally wavy or curly hair when wet, and can be easily styled straight with a blow dryer. This unique feature allows for two distinct looks with one wig.

Link for wet and wavy wig: https://shop.luvmehair.com/collections/wet-and-wavy

How can I make a glueless wig look natural?

1. Achieving a natural look with a glueless wig involves a few key steps:
2. Texture Match: Choose a wig that closely matches your natural hair texture.
3. Hairline Customization: Opt for wigs with pre-plucked hairlines or consider tweezing the hairline slightly for a more natural transition.
4. Proper Positioning: Ensure the wig aligns with your natural hairline. Avoid placing it too low or too high on the forehead.

How do I install a glueless wig?

Installing a glueless wig is straightforward:

1. Step 1: Secure your natural hair under a wig cap.
2. Step 2: Position the wig on your head, aligning it with your natural hairline.
3. Step 3: Use the adjustable straps or elastic band to achieve a snug fit.
4. Step 4: Secure the wig using the provided clips.
5. Step 5: Style as desired, and you're ready to showcase your new look!

What makes Luvme Hair's lace wigs stand out in the market?

Luvme Hair's commitment to quality and authenticity sets its lace wigs apart. The use of premium human hair, combined with a design that promises a natural look, makes it a top choice among modern women.

How do pre-cut lace wigs differ from regular lace wigs?

Pre cut lace wigs have pre-cut lace and a pre-plucked hairline, which saves time and effort in customization compared to regular lace wigs.

Are pre-cut lace wigs beginner-friendly?

Yes, pre cut lace wigs are beginner-friendly as they eliminate the need for intricate customization techniques like cutting the lace or plucking the hairline.

How does Luvme Hair ensure the quality of their wigs?

At Luvme Hair, we put a lot of effort into designing and creating our products. We use high-quality human hair in our wigs and ensure that they are crafted with precision and care. Our wigs undergo strict quality control checks to ensure that they meet our high standards.

What are the maintenance tips for wigs?

Regular detangling with a suitable comb, washing with wig-friendly shampoo, and using a spray-on conditioner for moisture and shine are key. Avoid rubbing or wringing during washing, and allow the wig to air dry on a stand.

How does the texture of curly wigs react to different climate conditions?

Wigs with curly texture may react differently under various humidity levels. In humid conditions, the wig might retain more of its curly texture, while in dry climates, it might appear less curly. Understanding how your wig reacts can help in styling and maintaining it in different environments.

What precautions should be taken when sleeping with a wig?

To maintain the texture, it's advisable to braid or loosely tie the wig before sleeping. Using a silk or satin scarf or pillowcase can also help reduce friction, keeping the curls intact and minimizing tangling or frizz.

What is Luvme Hair's commitment?

Luvme Hair's commitment to innovation, quality, and customer satisfaction ensures that every wig surpasses industry standards.

What is Luvme Hair's empowerment message?

Luvme Hair is all about empowering women to feel confident and express themselves through their hair because 'Luvme For You'!

Who founded Luvme Hair and when?

Helena founded Luvme Hair fresh out of college in 2009.

What innovative products has Luvme Hair introduced?

Luvme Hair introduced products such as the 360/Full Lace Wig, Glueless Wig, and Undetectable Lace Wig.

What is Luvme Hair's mission?

Luvme Hair's mission is to provide a high-quality wig-wearing experience that allows women to effortlessly express themselves.

What does Luvme Hair's name represent?

Luvme Hair's name originates from the fusion of “Love” and “Me,” embodying profound emotional resonance with Black women worldwide and their journey toward empowerment through self-expression and self-love.

What is Luvme Hair's belief about beauty and empowerment?

Luvme Hair believes that everyone deserves to be loved, accepted, and empowered, recognizing the genuine and unique beauty within each individual.

What is Luvme Hair's philosophy regarding employees?

Employee Care For You: Luvme views employees as the brand's foremost customers, offering a robust employee benefits system, growth opportunities, and entrepreneurial support.

How can I pay using PayPal on Luvme Hair?

You can pay with PayPal by being redirected to a secure PayPal payment page where you can confirm and complete your payment by logging in with your PayPal username and password. You also have the option to "Pay with Debit or Credit Card" without using a PayPal account.

What is PayPal Pay Later, and how can I use it to make payments?

PayPal Pay Later is an option you can choose when redirected to the secure PayPal payment page.

How can I use a credit or debit card to pay for my order on Luvme Hair?

To pay with a Credit/Debit Card on LUVME HAIR, you can select from the available credit cards listed. It's important to note that LUVME HAIR does not collect your credit/debit card number or personal information during the payment process. For any transaction-related queries, you should contact your card-issuing bank.

What is Cash App Afterpay, and how can I use it to split my payments?

Cash App Afterpay allows you to get your purchase now and pay for it later with zero interest and zero fees if you pay on time. You can enjoy your purchase immediately.

How does the Zip payment method work for purchasing on Luvme Hair?

With Zip, previously known as Quadpay, you can buy items today and pay for them in 4 installments. You pay the first installment upfront and the remaining amount over 6 weeks. Late fees may apply, and eligibility criteria may vary.

What is Sezzle, and how can I use it to pay for my order in installments?

Sezzle is a digital payment platform that allows you to split your purchases into 4 payments at 0% interest over 3 months. It enables you to shop conveniently and responsibly without impacting your credit.

What payment options does Klarna offer, and how can I use them for my purchase?

You can split your purchase into 4 equal payments with Klarna to spread the cost over time, with no interest or added fees when paid on time.

What is the company's return policy?

Luvme offers exchanges and returns for unused wigs within 30 days of receipt. If you need to do a return or an exchange, please contact customer service to get more support.

Return policy: https://shop.luvmehair.com/pages/return-policy

How can I cancel an order?

To cancel an order, contact Luvme Hair's Customer Care team within one hour of placing it.

What are the conditions for returning an order?

The wig must be in its original condition with uncut, unbleached hair, unchanged color, and untouched lace, as wigs are personal items in direct contact with the scalp, prioritizing customer safety and hygiene.

How does the Zip payment method work for purchasing on Luvme Hair?

With Zip, previously known as Quadpay, you can buy items today and pay for them in 4 installments. You pay the first installment upfront and the remaining amount over 6 weeks. Late fees may apply, and eligibility criteria may vary.

What is Sezzle, and how can I use it to pay for my order in installments?

Sezzle is a digital payment platform that allows you to split your purchases into 4 payments at 0% interest over 3 months. It enables you to shop conveniently and responsibly without impacting your credit.

What payment options does Klarna offer, and how can I use them for my purchase?

You can split your purchase into 4 equal payments with Klarna to spread the cost over time, with no interest or added fees when paid on time.

How can customers contact Luvme Hair for assistance?

Customers can reach Luvme Hair through live chat(recommended), email (customercare@luvmehair.com for general inquiries, business@luvmehair.com for business cooperation), and WhatsApp (+447846661132). Live chat is available from 5am-5pm (PST Time).

How long does it take to receive a response to an email inquiry during weekdays?

During weekdays, responses to email inquiries will be provided within 48 hours.