Exchanges
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 & 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 30 days of the purchase date for 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).
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 Customers
- 1. Fill out your returns form Here - You can return for an exchange, refund (minus shipping incurred by ZALA or a 105% store credit (excluding shipping incurred by ZALA). If returning for an exchange, we will send you a pre-paid return label.
- 2. If returning for a refund or store credit, please fill out a return label form via THIS LINK Purchase and print out your shipping label, turn the ZALA satchel inside out, place the goods you are returning along with all ZALA packaging inside and stick the label to the outside of the package.
- ZALA
- 1250 North Flyer Way,
- Suite 100
- Salt Lake City, UT 84116
- USA
- 3. Attach the shipping label to the package (please avoid placing sticky tape over the barcode) and drop it off at your local USPS post box or outlet.
- 4. Once your return arrives back, please allow 5-7 business days for the warehouse to process your exchange or refund. If exchanging to a product of a different value, we will be in touch via email regarding the price difference
Returns - New Zealand
- 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 incurred by ZALA.
- 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 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.
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!
