FREQUENTLY ASKED QUESTIONS
WHAT IS THE DIFFERENCE BETWEEN ON-HAND AND MADE-TO-ORDER HAIR?
Products marked “On Hand” are currently available through Kelo Luxury Hair and may be shipped nationwide or collected through scheduled local pickup in Jacksonville, Florida.
Products not marked “On Hand” may be made to order or fulfilled through an approved manufacturing partner. These products require additional processing time and are not currently eligible for local pickup.
DO YOU SHIP OUTSIDE JACKSONVILLE?
Yes. Kelo Luxury Hair ships eligible on-hand and made-to-order products throughout the United States. Available shipping options and charges are displayed at checkout.
HOW LONG DOES SHIPPING TAKE?
Processing time and shipping time are separate.
On-hand orders generally require 1–3 business days for verification and processing. Estimated carrier transit after shipment is generally 2–5 business days.
Made-to-order orders generally require approximately 5–10 business days for production, quality review, and processing. Estimated carrier transit after shipment is generally 3–7 business days.
Delivery estimates are not guaranteed. Please order early when purchasing for an appointment, trip, birthday, or special event.
CAN I PICK UP MY ORDER IN JACKSONVILLE?
Yes. Scheduled local pickup may be available for eligible products specifically marked “On Hand.”
Weekday pickup hours are Tuesday–Friday from 4:00 PM–6:00 PM Eastern Time. Weekend pickup hours are Saturday–Sunday from 1:00 PM–5:00 PM Eastern Time. Monday is closed.
Pickup is by confirmed appointment only. Complete your purchase and wait for a “Ready for Pickup” notification before arriving. An order confirmation does not mean your order is ready. No walk-ins are accepted.
WHERE IS THE PICKUP LOCATION?
Pickup instructions, confirmed appointment time, and location details are provided directly after an eligible order is prepared. Kelo Luxury Hair does not currently operate a public walk-in retail storefront.
WHAT DO I NEED FOR PICKUP?
Please bring your order confirmation and valid photo identification. The name on the identification should match the name associated with the order.
Orders will not be released to another person unless arrangements are approved in advance.
CAN MADE-TO-ORDER HAIR BE PICKED UP?
Not currently. Manufacturer-fulfilled and made-to-order products are shipped to the address entered at checkout. Local pickup is reserved for eligible on-hand products.
CAN I CHANGE OR CANCEL MY ORDER?
Cancellation requests must be submitted within 12 hours of purchase. Once an order enters processing, production, or fulfillment, it cannot be canceled or modified.
Please confirm your texture, length, lace size, shipping address, and contact information before submitting your order.
WHAT IS THE DIFFERENCE BETWEEN 13×4 AND 13×6 LACE?
A 13×4 frontal provides approximately four inches of parting space from the front hairline toward the crown.
A 13×6 frontal provides approximately six inches of parting space, allowing deeper parting and additional styling flexibility.
CAN I BLEACH, COLOR, OR HEAT-STYLE THE HAIR?
Yes. Our human hair can be styled and customized. However, bleaching, coloring, high heat, and chemical processing may affect the hair’s texture, curl pattern, color, and longevity.
For major color changes or lace customization, we recommend working with an experienced stylist or colorist. Always use heat protectant, perform a strand test first, and follow proper maintenance practices.
Kelo Luxury Hair is not responsible for damage caused by improper installation, customization, chemical processing, excessive heat, adhesives, or inadequate care.
HOW SHOULD I CARE FOR MY HAIR?
Use sulfate-free products, detangle gently from the ends upward, and avoid excessive heat or heavy products. Allow the hair to air-dry when possible and protect it with a satin bonnet, scarf, or pillowcase while sleeping.
Curly and wavy textures may require water, leave-in conditioner, or curl-defining products to maintain their pattern. Always test products on a small section first.
DOES HUMAN HAIR SHED OR TANGLE?
Minimal shedding may occur with human hair, especially during detangling, washing, styling, or after lace customization. Excessive tension, product buildup, poor maintenance, and cutting through wefts can increase shedding or tangling.
WHAT IF MY ORDER ARRIVES DAMAGED, DEFECTIVE, OR INCORRECT?
Inspect your order immediately after delivery. Contact Kelo Luxury Hair within 48 hours of the carrier’s confirmed delivery time.
Include your full name, order number, clear photographs, an unedited video showing the issue, and a written description. Do not install, wash, brush, cut, color, alter, or remove the original ties or seals before your claim is reviewed.
Submitting a claim does not automatically guarantee a refund. Approved resolutions may include a replacement, exchange, store credit, or refund depending on the verified circumstances.
DO YOU ACCEPT RETURNS OR EXCHANGES?
Due to the hygienic nature of human-hair products, all sales are final except when Kelo Luxury Hair verifies that an item arrived incorrect, damaged, or defective.
Hair that has been installed, worn, washed, brushed, cut, colored, chemically treated, exposed to adhesives or products, or had its lace cut or tinted is considered accepted and cannot be returned.
WILL MY HAIR LOOK EXACTLY LIKE THE PHOTOS?
We make every effort to represent our products accurately. Human hair can have slight natural variations in color, texture, curl or wave pattern, length, and appearance between production batches.
Lighting, styling, maintenance, and screen settings may also affect how the hair appears. These reasonable variations are not automatically considered defects.
HOW DO I TRACK MY ORDER?
Tracking information will be sent to the email address or phone number entered at checkout once your order ships. Tracking activity may require 24–72 hours to update after the shipping label is created.
HOW CAN I CONTACT KELO LUXURY HAIR?
Email: keloluxuryhairllc@gmail.com
Instagram: @keloluxuryhair
Website: https://keloluxuryhair.com
For order assistance, include your full name, order number, email address used at checkout, and a clear description of your question.