The below terms apply to any products sold on this webiste


RETURNS AND EXCHANGES


1. Do you offer a return and exchange policy? 

 Yesabsolutely!  We are pleased to say that we do offer a return Policy. Weare happy to accommodate returns and exchanges of products which havenot been opened, worn or tampered with. 

Clip In Extensions:

Ourclip in extensions is delivered with a test weft (bottom part of thepackage), allowing you to check the color and exchange them if it isincorrect. Please do not open the main section (top part of package), asreturn and exchange policy will be void.  

Tape In Extensions:

Fortape in hair extensions return, please ensure that the extensions packis not opened or loosen (gold string must still be in tact to keep allthe tapes together).  Our return rates are remarkably low, as we offerhigh-quality hair extensions. 

Volumizer:

OurVolumizers are final sale items as they do not come with a tester colormatch weft. Please ensure you have selected the correct color or chatwith us on our Facebook Page for assistance on color match.  No returnsor refunds will be accepted for this product

Ponytails:

Ourponytails are final sale items as they do not come with a tester colormatch weft.  Please ensure you have selected the correct color or chatwith us on our Facebook Page for assistance on color match.  No returnsor refunds will be accepted for this product.


2.  What is the process of returning & refunding my order?

Inthe unlikely event that you would like to return your order and receivea receive a refund, the following steps have to be followed:


2.1 Orders within New Zealand

-We only accept refund or exchange requests via email and not throughany of our social or review platforms.  Please email us athello@erabellahair.com with your order number and that you would like toreceive a refund or do an exchange.  

-Please ensure that you have not opened, tampered or used the top partof your clip in hair extensions or opened your tape in hair extensionspackage (we do not accept used or opened extensions back, due tohygienic reasons). 

-You have 15 days (normal days, not working days) from receiving yourorder to let us know about an exchange or return, and then 7 days foryour order to be received back by our office, after this time, therefund policy is void.

-You will be liable for your own return shipping fee. We highlyrecommend that you track your return order as we do not offer refundswhen orders are not returned back to us

-After you send your email with your order number, one of our staffmembers will happily help you with this process and supply you with areturn address

- Onceyour order is received by our office, our team will investigate thehair, to ensure it has not been used or opened or tampered with

- You will receive a confirmation from our team with the status of your refund

- The refund will be done within 7 working days after our team member have confirmed a refund with you

-A shipping fee of $8.50 will be subtracted from your refund (this isthe initial shipping fee that we incured to deliver your parcel)

-If you have paid via Afterpay, Laybuy or Paypal a 4% handling fee willapply as all these platforms charge a transaction handling fee and isnot refundable to us (even if you request a refund from us)


2.2  Orders outside New Zealand (International orders)

-We only accepts refunds or exchange requests via email and not throughany of our social or review platforms.  Please email us athello@erabellahair.com with your order number and that you would like toreceive a refund or do an exchange.

-Please ensure that you have not opened, tampered or used the top partof your clip in hair extensions or opened or loosened your tape in hairextensions package (we do not accept used or opened extensions back, dueto hygienic reasons).

-You have 15 days (normal days, not working days) from receiving yourorder to let us know about an exchange or return, and then 21 days foryour order to be received back by our office, after this time, therefund policy is void.

-You will be liable for your own return shipping fee and any otherhandling, return or transaction fees especially if the parcel hasalready left New Zealand.  We highly recommend that you track yourreturn order as we do not offer refund when orders are not returned backto us

- After you sendyour email with your order number, one of our staff members willhappily help you with this process and supply you with a retrun address

-Once your order is received by our office, our team will investigatethe hair, to ensure it has not been used, opened or tampered with

- You will receive a confirmation from our team with the status of your refund

- The refund will be done within 7 working days after our team member have confirmed a refund with you

-A shipping fee will be subtracted from your refund (this is the initailshipping fee that we incured, and not the fee you paid on our website,this fee exclude any DHL handling or return fees which may beapplicable)

UK fee - $50.00NZD

USA fee - $30.00NZD

AUS fee - $30.00NZD

South Africa fee - $100.00NZD  

Rest of world fee - $60.00NZD

-In the event that your shipment has already left New Zealand, you willbe responsible for any return, handling or transaction charges with DHL

-If you have paid via Afterpay, Laybuy or Paypal a 4% handling fee withapply as all these paltforms charges a transaction handling fee and isnot refundable to us (even if you request a refund from us)

 

3. When may I return my extensions? 


 Ifyour hair extensions have not been opened or removed from thepackaging, you may return them within 15 days after receiving yourpurchase, after this period the return policy is void. When returningyour clip in hair extensions, please ensure that your test color sampleis also included and not removed from the bottom package and that themain top package has not been opened, as your refund will then be void.When returning your tape in hair extensions, please ensure that thetape ins are unopened and that the gold string is not cut.  Oncereceiving your order back, our team will investigate the hair to ensurethat the hair was not worn or opened, once our team has confirmed thatit is unopened a refund will be made within 7 working days. 


 4. May I exchange my order? 


 Yesabsolutely!  You can exchange your extensions for a different colorprovided the packaging has not been opened or tampered with. Pleaseemail us at hello@erabellahair.com.  Exchanges and refunds can only berequested via email and not via any of our social or review platforms.


 5. What if my shipment doesn't arrive back to you? 


ErabellaHair does not take responsibility for products that are sent by you.Erabella Hair does not offer refunds for items sent back to us and thatdoesn't reach us. This return shipment is completely at your own riskand cost to you.  I have supplied you with the wrong delivery address,now what?  Erabella Hair takes no responsibility in wrong deliveryaddresses. Please ensure that you have given the correct address whenchecking out on our website. 


 6. Why do you not accept returns if the extensions were opened? 


OurHair extensions are considered to be a hygienic product. For the safetyof you our client, we take matters of hygiene very seriously andtherefore do not allow OPEN ITEMS to be returned. Most other hairextensions suppliers will not accept returns which have been opened forthe same reason. 


 7. How do I make a return? 


 Pleaseget in touch with us hello@erabellahair.com before your 15 days returnpolicy expires. Please include your return package with your invoice andreturn ship your product to the address we supply you with. Opened hairextensions will NOT be replaced. 


 8. Will I have to pay for my returned shipping costs? 


 Yes,you will be responsible for the return shipping costs. Please trackyour parcel to make sure we receive it. In order for us to exchange you,we would need to first receive your parcel back to ensure the parcel isunopened, not worn and not tampered with. 


 9. When can I expect to receive my refund?


Oncethe team have confirmed that your hair was not worn and have not beenopened, you will receive your refund within 7 working days 


 10. How long do I have to return my extensions? 


Youhave 15 normal days (not working days) from receiving your order tocontact us regarding your return and 10 normal days (not working days)from your delivery day until we receive the returned product for orderswithin New Zealand. (In the event of the return day falls on a publicholiday or weekend, please just let us know so we can work around it, weare here to help and serve you at the best of our abilities).Allinternational orders also have 15 normal days to inform of a return andrefund but 21 days from there to reach our offices due to longer postagetime.  When sending your order back, please do track it, in the eventthat we do not receive your order back, we cannot, unfortunately, do arefund for you. 


 11. Can I return my extensions without contacting you first? 


 No,you have to contact us regarding returns, so that we may supply youwith the correct return shipping address and track your refund. Ourwarehouse facility will not accept returns unless prior arranged. Please email us at hello@erabellahair.com


 12. Refunding you hair extensions policy 


Whenyou decide to return your hair extensions for a full refund, pleasenote that Erabella will subtract the initial courier charge of yourdelivery (not the shipping fee that you paid upon order, but theshippping fee that we incur).  

Delivery charges are as follows:

New Zealand - $8.50NZD

UK Deliveries - $50.00NZD

USA & AUS Deliveries - $30.00NZD  

South Africa Deliveries - $100.00NZD

Rest of world - $65.00NZD

Yourrefund will be done on the spent amount, we cannot be held accountablefor any bank charges or credit card charges from your bank and we alsocannot be held responsible for any fluctuation in currency exchange thatmay have occurred. 

Erabella hair reserves the right to refund any order on its own discretion.


13. Refund policy when paying with Laybuy, Afterpay or Paypal 


Ifyou have made your purchase using Afterpay, Laybuy or Paypal and wishto return your hair extensions for a full refund, please note that theabove courier charges apply and a 4% transaction handling  fee.  Forexample if your total order was $300.00, you will receive $300.00 - 4%restocking.handling fee - $8.50 shipping fee = $279.50.   


14.  Pre-Order refund policy

Inthe event of a pre-launch offer, no refunds will be accepted, but colorexchanges or store credit will be allowed.   A pre-launch offer will bemarked clearly on the product page with an expected delivery date.  Thedelivery date an indication on when the stock is expected to arrive butErabella cannot be held responsible for any delays at customs orshipping.


 15. Receiving gifts with orders 


Inthe event that you have received a free gift with your order and youwish to return your order for a refund please note that the gift needsto be sent back with your order. The gift should not have been opened,used or tampered with. In the event you have used/opened your gift,please note that the resellers' value of this gift (as shown on website)will be subtracted from your refund including the above refund charges.If you have used/opened your gift, please do not return it, as once wereceive it and the team has confirmed that the gift has beenopened/used the value of the gift will be subtracted from your refundand you will not have your gift (you will then have to arrange a courierto collect your gift from our offices) 

The value amountof the free gift is based on the full price as displayed on the websiteand not a sales price if this specific gift/product is on sale


 16. How may I contact you? 


 Please get in touch with us by email at hello@erabellahair.com and we will contact you within 24 hours. 


17. Returning & exchanging your product for a lower amount 


 Whenyou would like to return and exchange your order for a product of asmaller value than your initial purchase, please note you will receive acredit on the store to that value to spend in the near future. Once wehave received your returned order, confirmed it has not been worn, wewill send out your new order and once you are happy with this new order,you will receive your custom credit code to use on anything you wish onthe store 


18. 30% + Sale Codes


In the event of a 30% + sale, no gifts will be included in your order for example lashes & haircare oil.


 19. I had my extensions dyed and it got damaged at the salon, now what? 


 Ifyou choose to dye your Erabella Extensions, it is done at your own riskand is not recommended as with your own hair, the process of dying orbleaching your hair is very damaging. Rather make sure you choose thecorrect colour. If you choose to cut your extensions we cannot acceptthem back as a return or exchange. We will not refund products that havebeen altered with in any way.


20.  Tape In Hair Extensions Policy


Oncepermanent hair extensions are installed we are unable to offer aproduct guarantee as we have no control over where or what theextensions are exposed to when the application is done. We also have nodirect control on the quality of the work carried out in theinstallation process.  We do not offer any refunds on opened or usedtape in hair extensions.  In the event that your tape ins are unused andstill in its original packaging, absolutely will we offer you a fullrefund. 


SHIPPING & DELIVERY


We ship worldwide 

-Our free shopping policy only includes tracked shipping for all NewZealand orders, the rest of world will incur a small shipping fee.  

- Your Erabella Clip-in Hair Extensions are shipped from our facilities in Auckland, New Zealand. 

-Your order will be fullfilled within 24 - 48 hours and sent out fordelivery with the courier.  For local NZ orders we ship with CourierPostand all international orders are shipped with DHL  

- We ship Monday through Friday, excluding weekends and holidays.

- Orders placed and processed before 1:00pm NZ time will be shipped out that same day! (MON-FRI). 

-If we are unable to process your order due to inaccurate or incompletepayment or incorrect address information, your order processing may bedelayed an additional 2-3 business days. 


The following delivery times apply 

New Zealand - 24-48 hours 

Australia - 3-5 working days 

South Africa - 3-5 working days 

USA - 3-5 working days 

UK - 3-5 working days 

Rest of world - 7-10 working days 

ErabellaHair cannot be held responsible for the delivery delay by the courier,once the order goes out to the courier, the process is completely out ofour hands. The above timeframes are just guidelines.  In the eventthat you would like to cancel an order due to late delivery, all termswill apply as set out above.  We work with Courier Post & DHL andhave an extremely high success rate of deliveries within that timeframeand even earlier. Please use your tracking numbers to track yourparcel.


Upgrading your NZ order to next day/overnight delivery

Forall overnight/next day deliveries within New Zealand, a timeframe of24-48 hours apply Monday - Friday excluding weekends and publicholidays. Please note, these timeframes are ideal for main city centersand rural area deliveries will take longer. In the event that youchoose to use overnight shipping, we apply and purchase all thenecessary tracking stickers to get your parcel to you overnight. Onceagain, Erabella cannot be held responsible for any late overnightdeliveries and you will not be refunded the overnight charge in theevent that your parcel is late. Please use your tracking number totrack your parcel. 


Custom Duties for orders outside of New Zealand

Wecannot guarantee that you will or will not be charged any customs taxesor duties. You are responsible for all applicable customs, duties,taxes and fees charged by your government. Please contact your country'scustoms office for respective charges and rates on package coming inoutside of your country.  


Cancelling & requesting a refund due to custom duties, taxes and fee charges

Ifyou have placed an international order with us (any order outside ofNew Zealand), you will receive an email/ text message from DHL forrespective custom duties, taxes and fees before your order arrives inyour country.  If you wish to cancel your order due to custom duties,taxes and fees, please note that it is 100% your responsibility to getin touch with DHL and arrange the return of this parcel back to us, wedo not get involved with this process.  Please also note in this event,all international return policies will be applicable including ashipping fee & transaction fee if paid by Laybuy, Afterpay orPaypal.  Please refer to bullet 2.2 above for all relevant charges


Tracking your order

Once you have placed your order, you will receive an automated email with your tracking details.


Wrong address disclaimer

Itis the responsibility of the buyer to make sure that she or he entersthe address correctly. We cannot guarantee address changes due to strictshipping schedule, please email us at hello@erabellahair.comimmediately to see if your address can still be changed.  Pleasedouble-check the address you are entering, as we will NOT be heldresponsible for packages that are sent to the wrong address that thebuyer has entered.  If your order is already processing or has alreadyshipped, we cannot change the address and the only thing we can do iswait to see if the package gets returned back to us. In that case, wewill be able to provide you with an exchange.