Shipping & Returns
Free Domestic Shipping ( Australia- Excluding Western Australia) Shipping for all orders over $200.00 Ships out next business day. (5-8 Business Days)
$8.00 Domestic Shipping ( Australia- Excluding Western Australia) Shipping for all orders under $200.00 Ships out next business day. (5-8 Business Days)
$10.00 Domestic Shipping (Western Australia) Shipping.
$60.00 Sydney Metro Same Day Shipping (3-4 Hours)
Free Domestic ( Australia- Excluding Western Australia) Shipping for all orders over $150.00 (5-8 Business Days).
Express Shipping (Australia- Excluding Western Australia) within the express post network $10.00 AUD. 1-2 business day if ordered before 10.30 am on Mon - Fri.
Express Shipping (Western Australia) within the express post network $15.00 AUD. Up to 2 business days 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 Express Shipping Flat Rate $25 AUD (Express 5-7 Business Days)
NZ & Oceania Standard Shipping Flat Rate $25 AUD (Express 5-7 Business Days)
EUROPE Express Shipping Flat Rate $40 AUD (Express 7 Business Days)
EUROPE Standard Shipping Flat Rate $25 AUD (14-21 Business Days)
ASIA Pacific Express Shipping Flat Rate $40 AUD (Express 7 Business Days)
ASIA Pacific Standard Shipping Flat Rate $25 AUD (14-21 Business Days)
USA & CANADA Express Shipping Flat Rate $40 AUD (Express 7 Business Days)
Standard Shipping Flat Rate $25 AUD (14-21 Business Days)
All Other Countries Shipping Flat Rate $40 AUD (Express 7 Business Days)
All Other Countries Standard Shipping Flat Rate $25 AUD (14-21 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 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:
1) Contact us via email to email@example.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 not been opened, worn, or tampered with.
Human hair extensions are classified as a hygiene-sensitive item. As a result, we don't facilitate exchanges for hair that has been utilised or taken out of its original packaging. As a responsible business, we believe it's important not to redistribute or repurpose hair that has already been applied.
2) 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.
3) 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.
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, 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 $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.
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.
No returns will be accepted if the hair has been treated or maintained with products that contain harmful chemicals to the hair extensions or that have been Dyed, Toned (including Purple Shampoo).
To be eligible for warranty coverage, hair must be professionally installed by a trained professional. A certificate will be required for any warranty claim.
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.
Warranty Disclaimer – Professional Installation Required for Coverage
Please be aware that our warranty only covers hair extensions that have been installed by a professional hairdresser. Any hair extensions that have not been installed by a qualified professional will not be eligible for warranty coverage. This is to ensure the highest standards of quality and care for your hair extensions. We strongly recommend seeking the services of an experienced hairdresser for proper installation and to maintain the integrity of your hair extensions. To be eligible for warranty coverage, hair must be professionally installed by a trained professional. A certificate will be required for any warranty claim.