CUSTOMER SERVICE

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

Customs duties/import taxes

You can be assured we will do everything we can to ensure you pay as little tax/ customs duties as possible. Most of the time, our packages do not require any customs/duties to be paid, it is however, the customers responsibility to pay any taxes/import duties. If your order is subject to import taxes, it usually is around 10% of the total order value. Keep in mind that these fees are usually included within the price of hair extensions if you are purchasing locally.

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, Afterpay 

Colour, length or thickness not quite right? No worries! Easily return for an exchange or 105% store credit (excl. shipping) within 30* days of the original purchase date. Please note free exchanges only applies to hair extensions and not accessories. Colour swaps are completely free of charge however we do not cover international shipping costs.

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!

New Zealand Customers Returns/Exchange Process

• Sorry we couldn't find your perfect match! Orders are refunded the total order amount minus shipping incurred by ZALA. Remember, colour swaps are free of charge and we also offer 105% store credit (excl. shipping paid).
• 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 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.
• • Invenco Warehouse
  • P.O.Box 8888
  • Smeaton Grange BC
  • SMEATON GRANGE NSW 2567
  • 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 $9.99 NZ and take 5-12 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.
• Please ensure you follow the above instructions when sending your product back and let us know if we can help further.

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 a free colour match service if you want expert advice!

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.

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