As of January 9th, 2020, ZALA is offering each reviewer a $10 credit to their customers to encourage them to write a review about their experience. It is possible that reviews were written by customers who received such a reward. Previous incentives included: $15 credit From January 2022, until January 2020.
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Zala Hair Extensions Questions & Answers
145 questions from our users
Triciaasked
I just got my Halo and was SO excited but I can't tighten the string and I do not have the loops to make it tighter! HELP!!!
4 answers
ZALA S.Zala Hair Extensions
Hi Tricia,
Please contact our customer service team via the below link so we can look into this for you, we may need to send you some spares :)
That would be fabulous! Can you send some?
ZALA S.Zala Hair Extensions
Hi Tricia,
Please contact our customer service team via the below link with your order number, we will arrange to send you some spares :)
Kaylee M.asked
When doing payments do they go ahead and ship the hair extensions or do they wait till you fully pay before shipping?
1 answer
ZALA S.Zala Hair Extensions
Hi Kaylee,
Orders are shipped once you pay for your order, if you choose a pay later option such as Afterpay, Sezzle or Payl8tr, your order will ship once you place your order, not once you have paid it off.
Hope that helps.
Gianna.Basked
Hi I placed an order on 5/21/2020 and I know it says 3-5 business days. I have only received an email that my order was received and my confirmation detail. Just wondering when I’ll receive my next email. Was just wondering the tracking on my order as well. Any help would be great! Thanks!
3 answers
ZALA S.Zala Hair Extensions
Hi Gianna,
If you have not yet received your tracking details please contact our customer service team with your order number so we can look into this for you.
You can contact us via the below link:
https://www.zalahair.com/customer-service
Thank you.
Hi thank you for getting back to me! My tracking # is US220137406
ZALA S.Zala Hair Extensions
Hi Gianna,
Your order was shipped on the 21st May:
https://wwwapps.ups.com/WebTracking?HTMLVersion=5.0&loc=en_US&Requester=UPSHome&tracknum=1Z81WE47YW10479095&AgreeToTermsAndConditions=yes&track.x=25&track.y=9/trackdetails
Your order is due for delivery on the 29th May.
Paloma S.asked
How long does it take for my hair extensions to arrive? My order ZALA US220136457
1 answer
ZALA S.Zala Hair Extensions
Hi Paloma,
Please note that the item you ordered is a pre order item, the expected ETA for dispatch is the 5th June with a delivery ETA of 3-5 business days.
If you would like to make any changes to your order, please contact our customer service team via the below link:
Thank you.
Ashley D.asked
Hi! I just ordered my 16 inch halo extensions, I ordered them before the cut off time at 12 pm. I also live in Salt Lake City which is where one of your guys' warehouse is located because I looked up the address, in the past I have received my orders so quickly! I know there are delays with COVID, however my order is still processing and USPS has not even gotten my shipping label...
My order number is US220137729
1 answer
ZALA S.Zala Hair Extensions
Hi Ashley,
I can see that your order was delivered at 9:30am on the 23rd May:
https://tools.usps.com/go/TrackConfirmAction.action?tRef=fullpage&tLc=1&text28777=&tLabels=9405536206574686858861
Feel free to reach out to us if you have any issues with your order :)
Lex C.asked
Hi I am trying to track my order but I can’t find it anywhere.. I ordered them last night after the cut off but selected same day shipping so just curious how long that will take as I still haven’t gotten an email I do have this though #AU120097012
1 answer
ZALA S.Zala Hair Extensions
Hi Lex C,
I can see that your order was delivered at 7pm last night, if you have any delivery issues please contact us via the link below.
Thank you :)
Kayla.Jasked
Hi. I ordered my Extensions on the 4th of may at 4pm and payed for 1-2 days express postage and still haven’t received my shipping number And it’s when I look it up there is not information and haven’t got them yet I was wondering when I would get them?
My order number is AU120093186
2 answers
If you email them through zala.com they reply alot faster :)
ZALA S.Zala Hair Extensions
Hi Kayla,
I can see our fraud team had to verify some details prior to releasing your order for dispatch.
Your order has now been delivered:
https://msto.startrack.com.au/track-trace/?id=GNV003627785
Have a great day :)
Jasmine H.asked
My order got flagged as fraudulent.
I sent in the pictures of thr charge on my bank statement as requested this morning but haven't gotten a response.
Is this going to be a thing every time I order?
1 answer
ZALA S.Zala Hair Extensions
Hi Jasmine,
Your order has been marked in the system as suspected fraud. Given this, we will need a photo of (the credit card used to place the order/some form of identification that matches your billing details). You can block out some numbers on your credit card for your security as we only need to see the last 4 digits.
These security precautions are enforced by Visa & Mastercard due to the increasing rates of online fraud. For our full policy & more information regarding this, please see below:
http://www.zalacliphairextensions.com.au/fraud-prevention-policy
Once we receive this we can process and dispatch your order ASAP.
Please note this will not happen every time you order from ZALA, it is just once. This happens if there are any details on your order which do not match the card details.
Thank you
Mary davisasked
So how long does it take to process the order? I ordered them after the cut off time yesterday and they are still processing. I am reading a lot of reviews that say people don’t get their items. I understand covid has everything messed up but I would like to find out when I will be receiving my order. I live in the us. My order number is US220128486.
2 answers
ZALA S.Zala Hair Extensions
Hi Mary,
Thank you for you message :)
Your order has been dispatched and is expected to arrive in 3-5 business days, however please be advised that due to the ongoing pandemic there may be some delays within the postal network.
Please find your tracking link below:
https://wwwapps.ups.com/WebTracking?HTMLVersion=5.0&loc=en_US&Requester=UPSHome&tracknum=1Z81WE47YW10427935&AgreeToTermsAndConditions=yes&track.x=25&track.y=9/trackdetails
Have a great day :)
Thankyou
Shannon Lynfordasked
I ordered with Sezzle, I made all my payments but I did not get a confirmation email, my code was US220126881 but it said my order was canceled, I haven’t received my money back . I paid for 2-3 day shipping. Why can’t I see what’s going on with my order?
2 answers
ZALA S.Zala Hair Extensions
Hi Shannon,
I can see that you have sent an email to our customer service team, we are looking into this for you and will get back to you within 24hrs.
Thank you for your patience in the meantime.
Would like to update my review: with the issue I had they were very nice and resolved the problem! I will be 110% ordering again in the future
Laina Rasked
Hello! I placed an order however it didn't go through!!! the money (almost $400) came out of my credit card though! Please contact me
1 answer
ZALA S.Zala Hair Extensions
Hi Laina,
Please contact our customer service team at [email protected], we will get this fixed up for you if the order has not gone through.
Thank you.
Hannah T.asked
Hello, I placed an order of 20 inch extensions last night, but I think I want to opt for the 24 inch ones instead.
Since the order has not yet shipped, am I able to change to the 24 inch ones and just pay for the difference?
My Order # is US220123235.
I have reached out on Facebook Messenger, Instagram, and your website as well. I hope to hear from you soon.
Thanks so much!
2 answers
ZALA S.Zala Hair Extensions
Hi Hannah,
Thanks for your message :)
I can see our customer service team have actioned your enquiry already.
Have a lovely day!
Yes, it has been taken care of! Thank you so much for your quick response time!
Aoife kasked
I changed my order from 24” extensions to 26” ones because the 24” were out of stock and I didnt want to wait until the 25th of may for them to come in stock but I still haven't received an email with my tracking number or to say it was shipped . I ordered yesterday and was just wondering how long it would take my order number is #EU520015414-1
1 answer
ZALA S.Zala Hair Extensions
Hi Aoife,
I can see that you are currently speaking to our customer service team via email, however I am pleased to advise that your order will be shipped form our Australian warehouse today.
You paid for the upgrade yesterday, so today is the first business day (in Australia) for us to action the change.
You will receive tracking within 24hrs.
Thank you :)
Taylor M.asked
Hi! I ordered my extensions on 04/24/2020 and I paid for 1-2 day shipping and it is now 04/27/2020 and I have not even received any updates on shipping and tracking at all! I have been searching through my email constantly because I paid for express shipping because I wanted them for an event on Wednesday. I get that I placed my order on Friday and the next business day is on Monday but Where is my order??? I paid for 1-2 shipping and that's exactly what im not getting.
My order number is US220119830
2 answers
Is there a customer service phone number I can call? I don't want to wait around all day for an answer on this website from someone as I know there are probably hundreds of people that inquire about their order.
ZALA S.Zala Hair Extensions
Hi Taylor,
I can see that you placed your on Friday at 4pm which is after the order after cut off for same day despatch.
Your order was picked, packed and shipped on Monday which is the first business day since you ordered.
Please find your tracking number below, which was shipped via USPS:
9470111899562105502775
If you have any issues with delivery please contact our customer service team via the below contact form:
https://www.zalahair.com/customer-service
Thank you.
Holly Sasked
Hey I ordered 26 inch clip in extensions in beachy blonde for 5 & 9 piece set on Friday night 24/4/20 and I also paid for express shipping. I haven’t received an email for my tracking number and I understand there might be delays and also on Saturday was a public holiday but I saw you guys send emails within 24 hours but I haven’t received one yet? I was also reading reviews that some people didn’t get their order or even didn’t get theirs in time and it’s kinda concerning me. Also one of the sets I purchased was for a friend as well and I’m just wondering when I will receive an email and also when they will arrive ? Thank you
Also my order number is #AU120090560
2 answers
I haven’t received mine either, it’s taking forever and I’m super concerned as well. I hope we get what we paid for ASAP.
ZALA S.Zala Hair Extensions
Hi Holly,
I can see that you placed your on Friday night at 7pm which is after the order after cut off for same day despatch.
Your order was picked, packed and shipped yesterday which is the first business day since you ordered.
Tracking shows that your parcel is due for delivery today:
https://msto.startrack.com.au/track-trace/?id=GNV003575977
If you have any issues with delivery please contact our customer service team via the below contact form:
Thank you.
D B.asked
Hi, my hair extensions are taking forever to come in. I’m just worried that’s all. My tracking number is US220111120
Please help?
Thank you!
1 answer
ZALA S.Zala Hair Extensions
Hi DB,
Thank you for your patience, due to the ongoing situation with the virus USPS is currently experiencing some transit delays.
Your shipment is moving and should be delivered to you within the next couple of days:
https://tools.usps.com/go/TrackConfirmAction_input?strOrigTrackNum=9461211899562906675523
If you require any assistance with USPS please contact our customer service team via the below link:
Thank you :)
Louisa M.asked
Hi I’m aware you are very busy but I order my extensions 11 days ago and they are not here and I’m worried as the money have been taken out of my bank account is there any chance you could have a look as don’t know where that are and I’m from untied kingdom thank u x
4 answers
ZALA S.Zala Hair Extensions
Hi Louisa,
Apologies for the delay!
Do you mind providing your order number so I can investigate for you.
Alternatively you can email our customer service team at [email protected] who will also be able to investigate for you.
Thank you.
Ye okay
This is my order number
Uk620025032
Emily R.asked
Hello i recently purchased 26in clip in 5pc extensions- it says the ETA is this time next year 4/21/2021 and I didnt realize that it would take that long .. i wonder if sometimes its a lot faster than that but if not how can i cancel my order ?
2 answers
You can’t cancel your order, you have to email them and ask to change ur order to in stock one because I think you preordered the hair extensions
ZALA S.Zala Hair Extensions
Hi Emily,
Please email our customer service team at [email protected], it does sound like a glitch in the system as you would not need to wait more than 90 days for a pre ordered item - sorry for the confusion!
Our customer service team can either swap shades or refund you, please send us an email and we will sort this out for you.
Have a great day!
Miesha C.asked
Hi! I live in NZ and I placed an order last night ( NZ420018460 ) I am aware that you only operate during business days. I paid for 24-48h delivery, I am hoping to get them before Friday/Saturday would that be possible?
1 answer
ZALA S.Zala Hair Extensions
Hi Miesha,
Thank you for your order :)
We will ship your order today via express post, there are some slight delays due to less planes running however your order is expected to arrive within 2-3 business day.
If you have any further questions please contact our customer service team at [email protected]
Thank you.
Kaleyasked
My order number is US220110755 I have sent multiple emails, direct messages on social media and comments on your posts with no response to anything I have asked. I paid for my extensions as well as the extra shipping to receive my product within 2-3 days and haven't received any tracking information or response on when I would be receiving my extensions. I have seen a few reviews of people not receiving their packages. I really want these extensions but I am getting worried. Any help?
1 answer
ZALA S.Zala Hair Extensions
Hi Kaley,
I can see that you contacted us around 8 hours ago, please note the average reply time is 1-2 business days due to the large number of email enquires we receive.
Our customer service team will respond to you as soon as possible.
Thank you for your patience in the meantime.
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