Shipping, Returns & Exchanges FAQs
Excited to see your extensions make progress in transit? Once your order is shipped, an email will be sent with all your tracking needs! You should be updated when your order is picked up, is due for delivery & finally when it is delivered. Experiencing a tracking issue? Contact the team for assistance at support@zalahair.com
We offer standard shipping options for NZ orders. All orders placed before 11AM NZST Monday - Friday are shipped the same day from the Zala warehouse.
Sorry we couldn’t find your perfect match! Please follow these instructions for New Zealand orders only:
1. Place your Zala item(s) pack into the packaging (or another study box or bag).
2. Place a note inside indicating your name, order number and email address as well as if you are returning for a:
- Refund
- Store Credit
- Exchange: indicate the full name & length of the set that you wish to exchange to
3. Affix a new shipping label to the outside of the package (with the new tracking clearly indicated; make note of this new tracking number). Include your name/return address on the outside of the package. We recommend returning your order with express services to ensure it is processed by our team ASAP.
4. Ship to the following address: Invenco Warehouse/Zala Return
P.O.Box 8888
Smeaton Grange BC
SMEATON GRANGE NSW 2567
Australia
5. Once your package arrives at our warehouse, please allow 3-5 business days for processing. Any refunds will be issued back to your original method of payment, and you will receive a confirmation email once refunded. For exchanges, our team will be in touch by email. Once the new set is shipped, you will receive a confirmation email. Please ensure you follow the above instructions. For help, reach out to us at support@zalahair.com.
Orders received before 3:00 p.m. MT will ship the same business day, unless there is an unavoidable delay. Orders received after 3:00 p.m. MT will be shipped the following business day.
We like to give our dedicated staff the weekends and holidays off, so orders placed on those days will be shipped the following business day.
Please refer to "What are my shipping options?" to see the estimated delivery time for each shipping method. Note that delays are always a possibility with any shipping option. If you have any questions about when your order will ship or arrive please contact Customer Service
If for any reason you need to return your goods, and a exchange is not suitable, then you can return within 30 days for a refund. Refunds are calculated as the total order amount, minus shipping incurred by ZALA & also minus a $15AUD refund fee to cover costs of the process. The product hygiene tag must be in-tact around the product and they must be returned in un-used condition. For full policy, Visit the Customer service page
Shade Match & Care FAQs
Zala’s Keratin Extension ranges are available in up to 16 shades. Due to the different hair material used, the end result can be slightly different. If you're not 100% sure on which shade is right for you, we offer full customer support, as well as a free shade match service
Tangle is designed with individual teeth which offers super quick and gentle detangling results. You can use the brush on both wet and dry hair without seeing breakages or damage. We recommend using the Tangle Tamer as often as you would a hair brush on your natural hair. You’ll find it comes in useful particularly before styling your extensions or storing extensions you’ve removed. Our Loop Brush is designed for all Hair Extensions, as it allows you to brush down to the scalp level without affecting the extensions themselves.
We offer Balayage Clip-in Extensions, Halo Extensions and Tape-in Extensions
Zala extensions will look different on everyone since we all have unique heights and hair lengths. The best way to find your perfect match is to grab a measuring tape and measure down from the top of your ear, as most wefts sit around your crown. For a seamless blend, choose a length that matches or is longer than your natural hair. Need inspo? Check out ourlength guide to see how each length looks on real hair!
ZALA’s Vegan Hair Extension range is available in up to 16 shades. Due to the different hair material used, the end-result can be slightly different. Not sure which shade is right for you? Our Text a Stylist service connects you with a ZALA expert who can help you find your perfect match and recommend the best option for your hair!
We offer Balayage Clip-in Extensions, Halo Extensions and Tape-in Extensions!
The Tangle Tamer is designed with individual teeth for quick and gentle detangling, giving you smooth results with no breakage or damage. You can use it on both wet and dry hair. We recommend using the Tangle Tamer just like you would a regular hairbrush on your natural hair. It’s especially useful before styling your extensions or when storing extensions you’ve removed. Our Loop Brush is perfect for all types of hair extensions, as it lets you brush down to the scalp without affecting the extensions themselves.
We recommend only washing your Hair Extensions if they are holding an odour, or if they are holding product build up. Washing them too often can strip the moisture out of them.
We offer a FREE shade match service so you can can find your perfect match before purchase. Simply complete this form and upload 2-3 photos that show your hair in full length, and our shade match specialists will respond with your personalized results!
We’ve got you covered with a wide range of shades, including balayage and highlights! Use our Text a Stylist feature to chat with a ZALA stylist expert who can help you find the perfect match and recommend the best product for your dream hair(U.S. customers only).You can also submit your photos here for a quick color match by our team, Take our Quiz, or email us at support@zalahair.com. We’re here to help!
- ZALA hair extensions are crafted from 100% Remy Human hair known for its natural texture, softness, and durability. This high-quality hair lets you style your extensions just like your own natural hair.
- We also offer Vegan Hair Extensions made from synthetic, keratin-rich fibers. These extensions closely resemble human hair, offering a soft, silky feel and high-quality look. Same thickness, same feel, same confidence, ZALA's vegan extensions are hot and iconic, all at a price you'll love.
- Whether you choose Remy or Vegan hair, you'll get a flawless, natural look every time!
The ZALA Hair Color Wheel is your go-to tool for finding the perfect match. It takes the guesswork out of choosing a shade by showing you the colors in real life, so you don’t have to rely on screen images. Plus, it’s a great investment for future purchase! If you ever switch up your color, you’ll already have a guide to help you pick the right shade!
- For our DIY range, we recommend washing your extensions only if they’re holding onto odors or product buildup. We generally suggest washing every 30 wears or so. Over-washing can strip away the moisture and make them lose their shine. Be sure to use a gentle, sulfate-free shampoo and conditioner or products designed for extensions to keep them in top shape.
- There is no need to wash your ZALA Vegan Hair Extensions. However, if there is product build-up, we would suggest using a damp cloth and wiping them in a downwards motion to keep them clean and fresh without causing tangling or damage.
Payment FAQs
Zala makes checkout easy! We accept all major credit cards (Visa, Mastercard, American Express, Discover), plus Shop Pay, PayPal, Google Pay, Venmo, and Cash App Pay. Want to split your payment? Afterpay and installment plans are available!
Yep! As long as your prepaid or gift card is from a major provider (like Visa or Mastercard), you’re good to go. Just make sure it has enough balance to cover your order.
Cash App Pay is available for U.S. customers only. Cash App Pay is a fast and simple payment method that allows Cash App customers to pay for purchases either by scanning a simple QR code or by tapping Cash App Pay at checkout to be redirected to Cash App. Cash App Pay is only available when you shop online.
How do I use Cash App Pay online from my desktop?
1. Select Cash App Pay as your payment method during checkout. 2. Hold your mobile phone camera or Cash App’s QR scanner over the QR code generated on your desktop to scan it. 3. Follow the prompts on your mobile device to complete the transaction.
How do I use Cash App Pay online from my mobile device?
1. Select Cash App Pay as your payment method during checkout. 2. You will be redirected to Cash App 3. Follow the prompts on your mobile device to complete the transaction.
Where do Cash App Pay funds come from?
Cash App Pay will first attempt to debit the customer’s stored balance. If the balance doesn’t cover the transaction total, 100% will be charged to a linked debit card.
Can I use Cash App Pay if I am an international customer?
Cash App Pay is only available in the United States currently.
How can I return an item I purchased with Cash App Pay?
Cash App Pay returns follow our standard return policy. Cash App Pay transactions originating from the stored balance in the app will be refunded to the customer’s Cash App account balance. Cash App Pay transactions originating from a linked debit card or bank account will be refunded to the original card or bank account.
How do I request a Cash App Pay Refund?
Customers seeking a refund for their Cash App Pay payment must request a refund from the merchant directly. Should the merchant refund the transaction, it can take up to 10 business days for Cash App to receive the refund. As soon as Cash App receives the refund, the funds will automatically appear in your Cash App balance or linked debit card. If you have any questions before 14 days have passed, please reach out directly to the merchant. If the refund does not appear within 14 days, please reach out to Cash App.
How do I contact Cash App customer support?
To speak to a Cash App Support representative, please contact support through your Cash App or cash.app/help.
How can I learn more about Cash App or Cash App Pay?
Go to cash.app/help.
Absolutely! If you're in the US, Australia, or New Zealand, you can split your payment into easy installments with Afterpay. Please note all orders paid through Afterpay are charged in USD, regardless of the region the website was set to.
What are Installments with Afterpay?
Installments with Afterpay is a service that allows you to make purchases now and pay for them over time. To learn more, visit www.afterpay.com.
How do I use Installments with Afterpay?
Simply shop online and add items to your shopping bags and checkout as normal. At the checkout, choose Installments with Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, while returning customers simply log in to make their purchase. It's that easy!
Please note that all items in your shopping bag must be eligible for Installments with Afterpay. A minimum purchase amount may apply, and you must meet additional eligibility requirements to qualify.
Where can I use Installments with Afterpay?
Installments with Afterpay can only be applied to purchases made on https://zalahair.com Payment options depend on purchase amount.
Can I use Installments with Afterpay if I'm an international customer?
Afterpay is available to all customers. Please note all orders paid through Afterpay are charged in USD, regardless of the region the Zala website was set to.
How does the payment schedule work?
For pay-in-4 payments, generally customers are required to make their down payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method.
For monthly payments, customers may be required to make a down payment at the time of purchase. The remaining payments will be deducted every month from your payment method until all scheduled payments are complete.
For all Afterpay payments, you can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.
Where can I find common questions about payments?
Check out the Afterpay Payments FAQ.
When will my items be delivered if I use Installments with Afterpay?
Afterpay orders are delivered pursuant to delivery time frames presented by Zala Hair after you complete your order online.
Is there a limit to how much I can spend on a single transaction?
Yes, transaction value limits apply to purchases made on https://zalahair.com using installments by Afterpay.
Are there products that are not eligible for purchase using Installments with Afterpay?
There are certain items that are restricted from purchase using Afterpay.
How do I return or exchange an item purchased using Installments with Afterpay?
Subject to Zala Hair return and refund policies, if you have changed your mind, you may be able to return your Afterpay purchase for a refund. Please check that your return or exchange meets Zala Hair Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.
If you are fully returning items you purchased using the monthly payments option and a refund is owed, any amounts paid towards the good or service will be refunded; any interest that has already been paid will not be refunded. You may be charged interest for the period of time before your refund is processed.
If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com.
What happens if I don't pay my Afterpay installments on time?
You will be prevented from using Afterpay, and you may be charged a late fee.
What happens if I have a partial refund, and how does that affect my payments?
Afterpay will be notified once your refund is processed.
If you purchased using pay-in-4, your payment plan will be automatically adjusted to reflect the new total order value, starting with the last payment and working backward. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth installment payment and apply the remaining amount to your earlier payments.
If you purchased using monthly payments, interest already paid will not be refunded. Any amounts paid toward the good or service will be adjusted, and interest will be recalculated based on the adjusted amount.
Does Afterpay charge interest?
Pay-in-4 purchases are always interest-free. Monthly payments may include interest. If your installment loan includes interest, you will be able to see the amount you will owe before completing the purchase.
Where can I find out more about Afterpay?
If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, Terms of Service, Pay-in-4 Installment Agreement, Monthly Payment Loan Agreement, as well as Afterpay's Privacy Policy.
Synthetic Hair Extension FAQs
Synthetic Hair is made from a keratin rich fibre, keratin protein hair that looks and feels very similar to human hair - high quality, soft & silky.
As the Synthetic Extensions are made from synthetic material, it does not take to hair dye. If you are looking to create a customer color, you can look at our 100% Human Remy hair shades options.
Our Keratin Extensions range is the same thickness as our other Hair Extensions sets!
Synthetic Hair Extensions are available in our Clip-In, Halo and Ponytail ranges.
We recommend only using heat tools up 140C / 284 F MAX for styling.
There is no need to wash your Synthetic Extensions. However, if there is product build-up, we would suggest using a damp cloth and wiping them in a downwards motion.
Our Tangle Tamer and Extension Loop Brush, will work perfectly if you need to detangle any knots in your Synthetic Extensions.
Tape In Extensions FAQ
As a general guide, we recommend 40 pieces if your hair is fine/thin and you want to add some everyday thickness, 60 pieces if your hair is medium thickness and you would like to add volume, or 80 pieces if your natural hair is thick and you want superior results and lots of volume. Our tape range is sold in 20 piece packs, therefore you can always purchase an extra pack if you feel you need more.
Zala Hair Extensions are made from 100% human hair. This means they can be treated just like your own natural hair. They can safely be trimmed, curled, straightened, dyed & toned. We recommend following your usual shampoo routine and avoid using products that have alcohol, parabens and sulphates ingredients.
Our Zala Tape-In Hair Extensions will not cause any damage to your natural hair as the application method is gentle on your hair, lightweight and comfortable.. Once applied, our tapes lay flat against the head and are undetectable to achieve a more natural look. Zala Tape Extensions require no heat or damaging glue and can be easily removed with our Tape Adhesive solvent. On an ongoing basis we would highly recommend our incredible ZALAPLEX - a deep conditioning treatment which will ensure your tapes are kept in beautiful condition over time.
Zala Tape-In Hair Extension will need re-taping every 6-8 weeks and should last approximately 3-12 months.
Yes! Zala Tape-In Hair Extension can be reapplied, with sets lasting approximately 3-12 months. We also sell all the accessories needed for removal & re-application. We recommend working with a professional for re-application.
The whole process of removing your tapes will take about 20-30 minutes. We have even designed adhesive solvent that includes natural ingredients to help remove your tapes safely, quickly and effectively. Check it out here.
Zala Tape Hair Extensions take 20-30 minutes to apply. We recommend going to a salon for a professional application.
Halo Hair Extension FAQs
Our Zala Halo Extensions come in two options. Our 100% Human Remy Hair are made from premium quality soft & silky hair that is safe to style, curl, straighten and even tone or dye darker if needed. You can also buy our 100% Keratin protein Halos which are made from a high quality keratin rich fibre which looks similar to human hair however, as they are NOT human hair, they can only handle heat styling tools up to 140 °C / 284 °F and cannot be toned or dyed.
Nope! Halo Hair Extensions invisible band makes it undetectable once applied and blended with your hair.
Simply divide your hair into two sections, leaving some of your hair in the front out and clip the top back half of the hair out of the way. Place your halo band half way down, and use the clips to secure it. Once secured, brush the rest of your hair out to blend and then style. It’s that easy!
Ponytail Hair Extensions FAQ
Simply style your hair in a ponytail at your desired height, clip your Zala Ponytail to help secure the extensions with your natural hair and wrap the loose hair strand around for extra security.
Our Zala Ponytail Extensions come in two options. Our 100% Human Remy Hair Ponytails are made from premium quality soft & silky hair that is safe to style, curl, straighten and even tone or dye darker if needed. Our 100% Keratin Ponytail Extensions are made from a high quality keratin rich fibre which looks similar to human hair however, as they are not human hair, they can only handle heat styling tools up to 140 °C / 284 °F and cannot be toned or dyed
Our 100% Human Hair Ponytails are available in 12, 16, 22, and 26 inches. Our 100% Keratin Pro Ponytails are available in 16, 22 and 26 inches.
As the Synthetic Extensions are made from synthetic material, it does not take to hair dye. If you are looking to create a customer color, you can look at our 100% Human Remy hair shades options.
Clip-In Hair Extension FAQs
Zala Hair Extensions have been designed so they can quickly and easily be applied within a couple of minutes.
Our 5 piece set is designed for thin/fine hair or customers who want to add a little bit of thickness for that natural, everyday look. Our 9 piece sets are designed for customers with medium-extra thick hair and allow you to add an amazing amount of volume and thickness.
You can wash your Zala Hair Extensions, however we recommend only washing them if they are holding an odor, after wearing them enough times to notice a change in appearance or feel. Washing them too often can strip the moisture out of them. You can read more about washing your extensions
Our Seamless Extensions are designed to be super discrete, allowing you to blend it perfectly with your natural hair. This will ensure ultimate comfort throughout the day, whilst still providing the same thickness as our standard clip in sets.
Our Zala Clip-In Extensions come in two options. Our 100% Human Remy Hair are made from premium quality soft & silky hair that is safe to style, curl, straighten and even tone or dye darker if needed. You can also buy our 100% Keratin Clip-Ins which are made from a high quality keratin rich fibre which looks similar to human hair however, as they are not human hair, they can only handle heat styling tools up to 140 °C / 284 °F and cannot be toned or dyed.
Our 5 piece set is designed for thin/fine hair or customers who want to add a little bit of thickness for that natural, everyday look. Our 9 piece sets are designed for customers with medium-extra thick hair and allow you to add an amazing amount of volume and thickness.
We include two spare clips with all Zala Hair Extensions sets, so if in the case that a clip becomes loose or even breaks, you can replace or reattach with ease. You will need a needle and thread and scissors. Stitch a few notches through the holes in the clips and create a knot to secure them. The more stitches you do through each hole, the more secure it will feel.
