Shipping & Returns
AUSPOST may have delays in December.
$8.00 Domestic Shipping ( Australia- Excluding Western Australia) Shipping for all orders under $40.00 Ships out next business day.
$10.00 Domestic Shipping (Western Australia) Shipping.
Free Domestic ( Australia- Excluding Western Australia) Shipping for all orders over $40.00 ( 5-7 Business Days.)
Express Shipping (Australia- Excluding Western Australia) within the express post network $10.00 AUD . Next business day if ordered before 10.30 am on Mon- Fri
Express Shipping (Western Australia) within the express post network $15.00 AUD . Next business day if ordered before 10.30 am on Mon- Fri
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
NZ & Oceania Shipping Flat Rate $10 AUD (Express 5 Business Days)
EUROPE Shipping Flat Rate $20 AUD (Express 7 Business Days)
ASIA Pacific Shipping Flat Rate $20 AUD (Express 7 Business Days)
USA Shipping Flat Rate $20 AUD (Express 7 Business Days)
CANADA Shipping Flat Rate $20 AUD (Express 7 Business Days)
All Other Countries Shipping Flat Rate $45 AUD
(Express 7 Business Days)
Return To Sender Parcels : Any parcel that is returned to us due to incorrect address or no pick up at the local post office will incur a $15 re-shipping fee. This is the amount charged by Australia Post for all "Return to Sender" parcels.
REFUND & EXCHANGE POLICY
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 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:
1) Contact us via email to email@example.com letting us know that you would like an exchange or return of a product.
2) Once you receive an authorisation number for returns click on our returns portal here. This Aus Post portal will generate a postage label for you. Simply stick the label on 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.
3) Return postage address : (Pre-populated in the returns portal)
Portia & Alexa 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 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.
If returning to a product of a different value, we will be in touch via email regarding the price difference.
We are pleased to accommodate returns 30 days on all sets that have not been opened, worn, or tampered with.
Refunds (Australian Orders) are calculated as the total order amount, minus shipping fee of $8.00 (excluding orders in which Express Post was paid for by customer) incurred by Portia & Alexa as well as a restocking fee of $15 AUD to cover costs of the process.
International orders (All countries except Australia) will incur a $25AUD 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.
We are committed to providing the highest quality products and service. We suggest you contact us within 7 days if you notice a quality issue with your purchased product on firstname.lastname@example.org with your order number and description, images of the fault need to be included.
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.
A Use and Care assessment will be performed and we will ask questions to troubleshoot the problem.
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.
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.
Dying Hair Extensions Disclaimer.
All hair extensions & dyes are different. You cannot guarantee your product will produce the same results from brand to brand. We do not cover any costs nor take any responsibility for any issues you may encounter during or after the dying/toning process as we cannot be sure how your specific product reacts or the method in which it was applied. Always test your dye/toner one small piece of hair first to ensure it gives you the results you want.
Dying/toning is considered drastic modification of the product as these products contain quite harsh chemicals that may effect the feel, condition & lifespan of your set. It may increase the chance of dryness, shedding, tangling & breakage. Our hair goes through a long dying and bleaching process to get it to our fabulous shades.