Shipping & Returns
Australia Shipping Rates
| Shipping Type | Shipping Details | Rate | Delivery Time |
|---|---|---|---|
| Express Shipping (Australia) | Within the express post network. If ordered before 10:30 am on Mon - Fri. | $15.00 AUD | 1-2 Business Days |
| Sydney Metro Same Day Shipping | Sydney Metro Order Before 11am Mon-Fri | $65.00 AUD | Same Day by 6pm |
| Free Domestic Shipping (Australia - Excluding WA) | For orders over $250.00 | Free | 5-8 Business Days |
| Standard Shipping (Australia) | For orders under $250.00 | $10.00 AUD | 5-8 Business Days |
Unfortunately we cannot guarantee next day delivery once we have posted the item. At times, express post can take 1-2 business days depending on your location. For more info, please visit www.auspost.com.au
International Shipping Rates
| Region | Shipping Type | Rate | Delivery Time |
|---|---|---|---|
| NZ & Oceania | Free Express Shipping | All Orders Over $250 NZD | 5-7 Business Days |
| Express Shipping | $20 NZD | 5-7 Business Days | |
| Europe | Free Express Shipping | All Orders Over $250 AUD | 7-9 Business Days |
| Express Shipping | $25 AUD | 7-9 Business Days | |
| Asia Pacific | Free Express Shipping | All Orders Over $250 AUD | 7-9 Business Days |
| Express Shipping | $25 AUD | 7-9 Business Days | |
| USA & Canada | Free Express Shipping | All Orders Over $250 USD | 3 Business Days |
| Express Shipping | $25 AUD | 3 Business Days | |
| All Other Countries | Express Shipping | $25 AUD | 7-10 Business Days |
Refund & Exchange Policy
EXCHANGES
At Portia & Alexa we understand that it can be hard to determine your perfect hair colour match from a computer screen, which is why we are pleased to accommodate returns and exchanges within 30 days of date of purchase on all sets that have not been opened, worn, or tampered with.
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 Portia & Alexa hygiene tag & warranty card around the top of the goods in case of an exchange or refund, due to health & hygiene reasons, if you removal his seal and card, you will be unable to return the item for exchange or refund.
If the warranty seal is intact, follow the below steps:
- Contact us via email to info@pahairextensions.com letting us know that you would like an exchange or return of a product with a reason why you would like to return. You need to upload a photo of the product to verify that the security tag is still in tact and that the item is still in the original bundle. (If item is sent with the security tag removed, we will send back the item to you) The rejected item will be posted back at your expense if the items have been opened, worn, or tampered with.
- Once you send the email, send back the package and place in a Red Post Box or drop off at a Post Office near you. Customers are responsible for return shipping costs.
- Return postage address is on your original label or printed invoice.
PA HAIR EXTENSIONS
PO BOX 592
BAULKHAM HILLS, NSW, 1755
All customers are responsible for their own return shipping costs. We recommend that you send your returned item with a tracking option.
Please allow 3-5 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.
If returning to a product of a different value, we will be in touch via email regarding the price difference.
REFUNDS
We are pleased to accommodate returns within 30 days of date of purchase on all sets that have not been opened, worn, or tampered with.
Refunds (Australian Orders) are calculated as the total order amount (shipping fee is non refundable), as well as a restocking fee of $15 AUD to cover costs of the process.
International orders (All countries except Australia) will incur a $25 AUD restocking fee.
The product warranty tag must be in-tact around the product and they must be returned in un-used condition. For exchanges, 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.
RETURN TO SENDER PACKAGES
Any package that is returned back to us via Return to Sender option will incur a $15 RTS fee plus a $15 restocking fee. (International $15AUD Restocking Fees + $30 AUD RTS Fees)
PORTIA & ALEXA SATISFACTION GUARANTEE
At Portia & Alexa, we pride ourselves on supplying premium-quality hair and hair products and are committed to customer satisfaction.
Please note: where further testing is required, assessments may take 2–3 weeks.
By purchasing from Portia & Alexa, you acknowledge and agree to the following terms:
- Any issues must be reported within 30 days of receiving your order. Claims submitted after 30 days are not eligible for a refund or replacement. Please contact info@pahairextensions.com
- Clear photographic and written evidence of the issue must be provided.
- We do not guarantee against extensions that slip, fall out, or fail to adhere, as these matters are typically related to application.
- We are not responsible for outcomes resulting from incorrect or improper application.
- Our guarantee applies only when professional salon products are used. Proof of purchase may be required.
- Colouring, bleaching, perming, or the use of purple shampoo will void the guarantee.
- All extensions must be returned for inspection before any claim can be approved.
- For Wholesale customers experiencing a quality issue with the hair extensions after application, you must bring it to our attention within 30 days from delivery, NOT from your clients application date.
- To be eligible for warranty coverage, hair must be professionally installed by a trained professional. A certificate will be required for any warranty claim.
- The product needs to be returned for a Technical Assessment if the issue is not resolved. To determine the nature and cause of an issue, we may need to return the product to the manufacturer for further assessment.
Coverage:
Wefts, Tapes, Clip-Ins, Ponytails, Halos, Nano Bead and Micro Bead Hair Extensions
- Shedding
- Dryness
Keratin Bonds:
- Dryness only (shedding is excluded due to application variables)
Upon completion of the Fault Assessment, we will contact you.
PA Hair Extensions reserves the right to refuse a return request if the product shows evidence of damage due to misuse, neglect and abnormal use. Please see our Disclaimer below on colouring the hair extensions.
If the assessment proves the item is faulty, you can seek a refund, exchange, store credit, repair or replacement.
100% Human Hair Disclaimer
While we advertise our hair extensions as 100% human hair, please note that during the manufacturing process, there may be traces or a very minimal percentage of synthetic fibers or thread present. This can occur due to shared factory machines and work areas that also produce other types of hair extensions. Rest assured, these traces are negligible and do not affect the overall quality or performance of the product. We strive to maintain the highest standards and transparency with our customers. Thank you for your understanding!
Dying Hair Extensions Disclaimer.
Results may vary depending on the brand, material, and manufacturing method of the hair extensions, as well as the type of dye or toner used. Because chemical reactions cannot be predicted or controlled, we cannot be held responsible for any issues that may arise during or after the dyeing or toning process.
Any form of colouring, dyeing, toning, use of purple shampoo, or chemically altering the hair extensions will immediately void all warranties. Our warranty only applies to hair that remains in its original, unaltered condition.
To ensure you are satisfied with the outcome, we strongly recommend testing your chosen dye or toner on a small strand before proceeding. Dyeing or toning can significantly change the hair, potentially causing increased dryness, shedding, tangling, matting, and breakage. Our extensions have already undergone a controlled colouring process to achieve their final shade, and additional chemical treatment may compromise the texture, quality, and longevity of the product.
Delivery Disclaimer
Once your order has been dispatched, it is no longer within our control. Delays, reroutes, or lost parcels caused by the courier or postal service are not the responsibility of Portia & Alexa. We cannot be held liable for missed hair appointments or schedule disruptions resulting from transit delays or the product not arriving in time.
To avoid disappointment, we strongly recommend placing your order well in advance of your appointment and selecting Express Post at checkout for the fastest and most reliable delivery option.