Customer service

 

 

    australian shipping options



  • *Customers responsibility to ensure they use the correct delivery address at checkout. All fields must be completed. If the address is entered incorrectly, the customer must take full responsibility for all costs incurred. Please double check all postal information prior to confirming orders. Once the package leaves our warehouse, we cannot change any shipping information. Items are marked as delivered by the courier / postal service. If an item is marked as delivered, ZALA will not re-send the product under any circumstances. All tracking updates are FINAL and any missing package will have to be investigated by the chosen courier company or AUS post. 

  • worldwide shipping options


  • • When choosing an option with tracking, please allow 48 hours for your tracking to be emailed to you. 

    • International orders may exchange colour within 60 days, however it is the buyer's responsibility to cover shipping costs of this process.

    • We recommend all international customers send 2-3 photo's of their hair to our team via the following link: Click here to send in photo's and have your colour matched

    • Please note, the above expected timeframe's are from the order dispatch date, not the date the order is placed. All international orders are dispatched within 48 hours of ordering. 

    *Please note:
    It is solely the customers responsibility to ensure they issue us with the correct address. All fields must be completed. If the address is entered incorrectly, the customer must take full responsibility. Please double check all postal information prior to confirming orders. Due to our very fast dispatch times, we cannot change shipping details once the package leaves our warehouse. International customers are responsible for any customs/duties/taxes their country might request, however this is rare.

  • privacy, payment & security

  • ZALA values your privacy. Our payment gateway is 1024bit SSL encrypted.
    This means your details are protected by industry leading security software.
    Your payment details are never stored.

    We Accept: CREDIT CARD, PAYPAL, BANK DEPOSIT 

    USA Customers:  If you are experiencing declined errors when processing your card at checkout, You may need to call your bank and let them know you are are making an Australian purchase
                        payment icon

     

  • returns & exchanges

  • Refunds & Returns  
    At ZALA, we understand it can be hard choosing the perfect set online. We offer easy 60 day exchanges & refunds. Follow our Quick & Easy Colour instructions. For refunds, Send the product back in original condition and we'll credit your Paypal/credit card or bank account the total amount of your order, minus shipping and minus a $15AU handling fee for returns. Refunds take 5-7 days to be completed once returned to our warehouse. To qualify for a refund the set must be returned in unused condition due to Australian hygiene regulations. We cannot refund or exchange extensions that have had the ZALA Blue & Black seal around the top of wefts removed or altered.

    Can I take the extensions out of the box?
    Please keep ahold of your tracking number you have used to send the product back to us, it is the responsibility of the customer to return the product safely to us. Extensions CAN be removed from their box and held up to your hair to ensure correct colour, but the seal around the wefts cannot be broken.

    Replacements & faulty items
    If there are any faults with any product, ZALA will replace the faulty product once the original product is returned. A refund in this case will only be eligible if a replacement product is un-available or if the returned product was not opened.

    Product images & colour matching
    All product images depict our product's accurately, however different monitor's devices may cause some shades to look slightly different on-screen. We recommend watching the product video's along with the product photo's to get an overall idea of the correct shade for you. Our team also offers free colour matching if you want expert advice!



  • Quick & easy colour swap


  • Please read our Refunds and Exchanges section for our Full policy 
    There is no extra charge for exchange however we do not cover shipping costs in this process.

    - Ensure you have not broken the seal by removing the blue & black tag or un-bundled the set in any way.

      Australian customers

    • 1) Place set in 500gr express post satchel (please keep hold of gift to ensure you don't miss out) 
      2) Include a note in your package stating your name, order number and email address along with what you would like to swap to.
      4) Please allow 2-3 business days for the warehouse to process and send out your new set once it arrives back to us.

    • International customers

    • 1) Send back in any postage method with tracking to the below address.
      2) Include a note in your package stating your name, order number and email address along with what you would like to swap to
      3) You will be sent an email with a PayPal request for the new postage back to you, In most cases this will be approx $20 AUD and take 4-6 business days.
      4) Please allow 2-3 business days for the warehouse to process and send out your new set once it arrives back to us. 
      Please keep ahold of your tracking number you have used to send the product back to us, it is the responsibility of the customer to return the product safely to us. 

    • COLOUR SWAP ADDRESS IS

    • ZALA HAIR
      POST OFFICE BOX 446
      STRAWBERRY HILLS NSW 2012 

      AUSTRALIA 

      Please ensure you follow the above instructions when sending your product back and let us know if we can help further.

  • Pre-orders 

  • Pre-orders are recommend for all popular items if the product you want is sold out! All pre order dates are based on approximate time-frames only. The ZALA team understands the need to meet your given time expectations, and will do everything we can to get pre-orders to our customers ASAP. We do however, operate at the mercy of Australian customs, hence this can effect our delivery dates.  Management reserves the right to cancel and refund any orders at their discretion. If an order is delayed by more than 7 days past a given approximate pre-order date, then a customer can request a refund or change of order.  By placing a pre-order from ZALA hair extensions, you agree to these conditions. Remember all pre-orders receive a $15 voucher!

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