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CUSTOMER SERVICE

Australian Shipping Options
  Standard
Express
Same business day - Sydney
Method COURIER COURIER COURIER
PRICE Free for orders over $90AU $14.99 AUD $18.99 AUD
ESTIMATED TIMEFRAME 3-5 BUSINESS DAYS 1-2 BUSINESS DAYS Same day delivery between 5:30-9:30PM (Mon-Fri)
TRACKING
DISPATCH SAME DAY FOR ORDERS PLACED BEFORE 2PM AEST SAME DAY FOR ORDERS PLACED BEFORE 2PM AEST SAME DAY FOR ORDERS PLACED BEFORE 1PM AEST
Multiple sets/items NO EXTRA CHARGE NO EXTRA CHARGE NO EXTRA CHARGE


*All shipping times are estimates only and although are very accurate, carriers may exceed these times during high volumes or unforeseen delays in their networks.

It is the 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
REGULAR COURIER
EXPRESS COURIER
EXTREME COURIER
PRICE $17.99 AUD $33.99 AUD $39.99 AUD
ESTIMATED TIMEFRAME 9-12 BUSINESS DAYS 4-6 BUSINESS DAYS 2-3 BUSINESS DAYS
TRACKING
WAREHOUSE PROCESSING 24-48 HOURS 24-48 HOURS 12-24 HOURS

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

• International orders may exchange colour within 180 days, however it is the buyers responsibility to cover shipping costs of this process.

• We recommend all international customers send 2-3 photos of their hair to our team via the : following link

• Please note, the above expected timeframes 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, AFTERPAY 

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

Returns & Exchanges
Exchanges

Colour, length or thickness not quite right? No worries! Easily return for an exchange or 105% store credit (excl. shipping) within 180 days of the original purchase date :)

Colour swaps are completely free of charge & we cover all exchange shipping costs within Australia.


If the warranty seal is intact, follow the below steps:

1) Place the products you are returning back inside the ZALA satchel that your order arrived in.

2) Fill out the returns form you received with your order letting us know your details along with what you would like to swap to, then place this inside the satchel with the product(s) you're returning.

3) Generate your pre-paid return label here - Seal up your package, print out & stick your return label on top, then drop the package off at your local post office or post box.

Please allow 2-3 business days for the warehouse to process & send out your new set once it arrives back to us. We'll notify you via email once your exchange has been completed.


Track your return using the return reference number starting with QZ from your label.

If you do need assistance with a colour swap, feel free to use our Free Colour Match Service attaching a photo holding your ZALA's up against your hair in natural lighting & we can recommend the perfect set to swap to :)

If returning to a product of a different value, we will be in touch via email regarding the price difference.


Can I take the extensions out of the box?

Absolutely! Feel free to remove the extensions from their packaging and hold them up against your hair to check the shade, feel and length! - just be sure to keep the ZALA hygiene tag/seal intact around the top of the goods in case of an exchange or refund, due to health & hygiene reasons, removal of this seal will void your warranty. Sorry!

Need help with a colour swap? We have a FREE colour match service if you are unsure on which shade to swap to!

Please keep me in tact  in case of a return/exchange!
Refunds

Sorry we couldn't find your perfect match! Orders can be refunded within 180 days of the purchase date for the total order amount minus all shipping incurred by ZALA as well as a $15AU handling/re-stocking fee. Remember, colour swaps are free of charge and we also offer 105% store credit (excl. shipping paid).

To ensure you qualify for a return, please make sure you have not removed or broken the ZALA warranty/hygiene seal around the top of the extensions and they are in original, unworn condition. This seal does need to be intact & the extensions must not be worn or tried on in anyway due to health and hygiene reasons.

If the warranty seal is intact, please return the goods following the below steps:

1) Place the products you are returning back inside the ZALA satchel that your order arrived in.

2) Complete the returns form that you received with your order, please ensure you let us know your order details and if you are returning for a refund or store credit. Include this form with the product(s) you're returning.

3) Generate your pre-paid return label HERE then seal up your package, print out your return label & stick it on top of the package.

4) Drop the package off at your local post office or post box.

Please allow 2-3 business days for the warehouse to process your return once it arrives back to us. We'll notify you via email once your refund or store credit has been issued.


Returns - USA / CANADIAN CUSTOMERS
  • 1. Place your ZALA's back inside their packaging and fill out the returns form you received inside your package, letting us know whether you like an exchange, refund or store credit. Refunds are subject to re-stocking & shipping fees.
  • 2. Send back the goods along with your completed returns form with tracking available and make sure you keep a hold of this tracking number to make sure your return arrives back safely. We recommend returning your order with express services to ensure it is processed by our team ASAP.
    • IFS - ZALA
    • Returns & Exchanges
    • 2080 Industrial Rd,
    • Suite C
    • Salt Lake City, UT 84104
    • USA
  • 3. Please allow 3-5 business days for the warehouse to process and send out your new set once it arrives back to us. You will be sent an email with a request to pay the new postage back to you - this will be approx $10 and take 4-6 business days once shipped. If returning to a product of a different value, the upgrade price will be included with this request otherwise if you are returning for a refund, we will be in touch once your refund has been processed.
Returns - INTERNATIONAL CUSTOMERS
  • 1. Place your ZALA's back inside their packaging and fill out the returns form you received inside your package, letting us know whether you like an exchange, refund or store credit. Refunds are subject to re-stocking & shipping fees.
  • 2. Send back the goods along with your completed returns form with tracking available and make sure you keep a hold of this tracking number to make sure your return arrives back safely. We recommend returning your order with express services to ensure it is processed by our team ASAP.
    • ZALA HAIR EXTENSIONS
    • POST OFFICE BOX 446
    • STRAWBERRY HILLS NSW 2012
    • AUSTRALIA
  • 3. Please allow 2-3 business days for the warehouse to process and send out your new set once it arrives back to us. You will be sent an email with a request to pay the new postage back to you - this will be approx $20 and take 4-6 business days once shipped. If returning to a product of a different value, the upgrade price will be included with this request otherwise if you are returning for a refund, we will be in touch once your refund has been processed.
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 products accurately, however different monitors devices may cause some shades to look slightly different on-screen. We recommend watching the product videos along with the product photos to get an overall idea of the correct shade for you. Our team also offers free colour matching if you want expert advice!

Pre-orders

A pre order notice means we have currently sold out of that product due to it's popularity and are awaiting a new shipment to arrive at the ZALA warehouse :) You will see a pre order date next to the product - this indicates when new stock is due to arrive which is an approximate date only. As per our policy pre-order dates are subject to change as we act at the mercy of Australian customs. Management reserves the right to cancel and refund any orders at their discretion. If an order is delayed by more than 14 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.

All items in an order must be in-stock before an order can be shipped - this is to ensure we can offer the lowest prices for our products. Once your pre-ordered item is in stock, your full order will be shipped via the delivery method you've selected. Unfortunately, we're unable to split the order and send your in stock items now. If you need whole order ASAP, you are more than welcome to change your pre ordered item to a product in stock. Feel free to contact our customer service team for further assistance.

Product Images & Colour Matching

All product images depict our products accurately, however different monitors devices may cause some shades to look slightly different on-screen. We recommend watching the product videos along with the product photos to get an overall idea of the correct shade for you. Our team also offers a FREE COLOUR MATCHING SERVICE if you want expert advice!

Contact Us

CLICK HERE or Email the team at [email protected] Unfortunately, there are no phone representatives available. Please do note, email is your best point of contact.