Zala Hair Extensions

Have bought this hair many times over the years and it was gorgeous hair! However the last couple I have bought have been absolutely terrible the quality is so bad and frizzes and tangles after first wash! Disappointed in the decline and quality … would no longer recommend at all if

I have been ordering from Zala for around 10 years possibly longer. From being such a longtime loyal customer I can tell the quality of the hair has changed, they put the prices up a lot (I usually buy the 20 inch halo and they had put the price up by $100 dollars) and the shades had changed. So when this update happened I paid and extra $100 for… Read more

the halo then I usually did and when it arrived it didn’t even match my hair like it used to! (Dark chocolate brown) Not to mention I couldn’t log into my account anymore because of the website update and when I was able to get back into it all of my Zala dollars were gone. Being such a longtime customer I had almost 5000 points. They changed the Zala dollars system I was saving it up for the $50 dollars off but since the update they only do up to $25 dollars off now with 3000 points. I will be trying another brand of extensions.

Super quick delivery and responses – Could not freaking believe how quickly these arrived! Perfect colour match too. Had to send pics twice to ensure correct match but very glad I did. Super easy to deal with, quick colour match responses and they look awesome, very excited. My hairdresser told me to go through these guys because I had no idea where to start.

Beautiful extensions! – I have been researching clip-in extensions for months and finally ordered mine from Zala Hair Extensions. The Honey Beach Highlights turned out to be a prefect match! They look so natural. I will definitely be buying from Zala again. Show reply

Good quality, Halo is just not my style – Purchased a Halo hair a year ago. Loved the purchasing / colour matching experience, the delivery was quick. In my limited experience with extensions hair, the quality is great! soft and blends in really well. The packaging is great with different sizing Halo. I did not end up wearing it as much cause Halo style if not really easy to put on… Read more ·  1

(takes a while!) and it is easy to move but I also have quite thin hair. I look great though when it is on - no complains here.

I started to re-purpose my Halo into a pony tail.

I love the quality so I am planning to purchase a pony tail style now.

I am getting married this week and still do not have my extensions. I first ordered samples about 3 months ago to plan ahead with plenty of time, my hair dresser helped me match a shade in person so I ordered them and when they arrived they weren’t at all as expected so I sought a colour match advice, responses were delayed and not definitive so I… Read more

took a guess and requested a swap. It’s been about 3 weeks since I initiated the return and I’ve had confirmation it was received but no confirmation of replacement being sent. Getting stressed about timings I placed another order and paid express shipping, the order was missing address information and instead of anyone contacting me the courier just sent it back somewhere. I’ve been contacting the courier daily for 4 days straight each day they say it will be sent the following day but there is still no shipping update for 6 days. I’ve sent an online query, Instagram query to Zala in hopes to get help as my wedding is this week, I have an appointment with my hair dresser tomorrow to cut them to size and and adjustment that might have been needed but no extensions. The lack of response from customer service And lack of ability to urgently contact someone or notify them of these issues is very disappointing.

THE WORST HAIR EXTENSION COMPANY EVER... AVOID!!!! No way they are proper. Tried to scam me of a refund saying my package wasnt returned when it was signed by MICK AT ZALA HAIR!! Had to dispute via BANK to get my money. Run run run. Colours do not match!!! Service 0

I placed an order over a month ago and never received an order confirmation or the actual product. There was zero communication from Zala regarding any issue or delay. Since then, I’ve been in contact with their customer service team and the experience has been incredibly frustrating. I’ve had to repeat myself multiple times, including providing… Read more

my new address twice, only to be asked for it again as if they never read my previous messages. Their replies are slow (about one email per day) and show a clear lack of attention to detail. It feels like the team isn’t even reading the emails properly, which raises serious concerns about who is managing their customer service.

To make matters worse, Afterpay is continuing to charge me, including late fees, despite me pausing the payments due to the unresolved issue. It’s been well over a month, and this order was meant to be express shipping. At this point, I don’t even need the extensions anymore, yet there is still no resolution or apology.

I’ve been extremely patient and polite throughout the process. I rarely leave negative reviews, but this experience has cost me both time and money, and the lack of responsibility from this company is unacceptable. If Zala wants to be trusted by customers, they need to take their operations and customer service far more seriously.

P.S. wish I could upload proof of purchase but like I said they never sent me an order confirmation so all I have is the screenshot from Australia post - that is what I uploaded

I've been shopping with Zala over 10 years and have always loved their products and services. Recently I've been growing very disappointed as so many products and shades have been discontinued. I started getting new extensions in my new shade of Rich Mocha as Chestnut has been discontinued. Firstly, the shades are somewhat inconsistent. All the… Read more

new sets that I have ordered are in Rich Mocha Brown. The ponytail and 20" halo and a beautiful neutral brown medium brown however the 24" halo is very red toned and comes across deeper. I know that they are meant to be the same shade as I have worn other shades at Zala. I don't know if the 24" halo was a different batch as I noticed that the colour of the weft is also different. My next issue is the shipping company that is being used. One order was delivered to a random address as the driver couldn't read the address clearly and the company was unhelpful and Zala had not responded untill I let them know a family member was able to swing by this address to collect it at which time I got a basic "thats good then" response. My orders have not been coming in a Zala box, so that they are arrive in plastic shipping bags with no samples size products and getting crumpled in transit and potentially getting damaged. This has very much cheapen the experience as the prices have gone up and quality of service has dropped. I placed an order again for my next set in my new shade and it was for express delivery and it's been over a week and is still showing that it's at the sorting facility in Sydney. I have emailed Zala to ask them to follow up and have heard nothing. I have been calling the shipping company and they have told me that their hands are tied and don't have access to contact their Sydney branch and that I have to continue to try reach out to Zala. So far I have left a few emails and reached out on social media with no response so far. I feel that the accessibility to customer support is not there anymore. Their website is no longer as user friendly, lacks the original transparency and information that they used to provide. The Zala dollar system is still broken and hard to view. The perks with the Zala dollars are extremely limited. I am genuinely heart broken as they were my favourite hair extension company that I have used for years with no issues. I genuinely want to continue shopping with them as I do love their products but it is making it difficult shopping with them. I will remain a loyal customer for now and really hope my experiences improves from here. I really don't like saying anything negative about a company I genuinely love but I want to see them improve and get back to how they were a few years ago. I genuinely felt that they were Australia's top extensions.

Paid $150 worth of extensions and the product is terrible especially the packaging. It did not came in a box and the product was folded. Over priced extensions. Will never buy again Show details

Here we are again, no response from zala to Explain why they are charging a ridiculous amount for hair extensions that feel like they came of SHEIN. The “invisible” tape are infact not even close to invisible they stick out of the head hard to hide and very uncomfortable, they also slip out even following their aftercare plan. The hair is… Read more

matting, even after sleeping with it in a platt. I would have Spend close to 15,000-20,000 on these extensions over the years and now we are just another number no follow up, nothing has been resolved. I feel my only option is to go down the legal route and also contacting the ombudsman as these 2000 extensions are only “worth” 500 DO NOT I REPEAT DO NOT BUY THEM

I have ordered 2 box's of the 12inch and I have spent 3 hours trying to talk to someone today about my order with no response this is absolutely unacceptable Update they arrived and half fell out within the first week the only time you get contacted is when you leave a bad review and they ask you to reply to the email but it's a noreply email… Read more

address so you still can't talk to them will never use again or recorded this company the customer service is [Content Removed]

I was a customer of Zala for 5 years and until recently, had no issues with them or the quality/prices. A few months ago when everything changed, the prices went up (drastically) and the quality of the product went down. Tapes don't stay in more than 2 weeks, the extensions themselves were noticeably of poorer quality, they would tangle easily and fall out. Show details

I'm not sure what has happened to Zala - they used to have great customer service and now nothing - You just talk to a bot! The hair is terrible and I goes dry and knotty. Very Disappointing. They used to come in a box with a little shampoo and conditioner but not anymore. They just lost me as a customer. Show details

Hair Halo return – Ordered hair Halo for my daughter, she changed her mind within an hour of placing the order, tried cancelling it straight away but was advised it was too late! Halo arrived so I filled in return option only to have the same message over again saying return label can’t be generated, tried messaging several times for assistance but had zero response, now stuck with an unwanted halo. No service or communication!

Terrible processes and service – I used to really like Zala hair extensions but their process and service has severely declined. They take an order and transaction but then won’t release the product until you send a copy of your ID which is absolutely ridiculous. In addition to this they have a ‘Zala rewards program’ where you acquire dollars on purchases to use on a future… Read more

purchase - thing is new customers or using any code gets you more of a discount and you’re then not allowed to use the dollars you have ‘earnt’ which is the purpose of a customer loyalty program. You can get better extensions elsewhere without the hoops and private information they try to make you provide

Mimicking the smell & texture of dolls hair – Ordered the halo. Issues from delivery to receiving I received hair that mimicked the smel & texture of dolls hair. The halo wire was so stretchy it stretched down the back of head. Hair could not be curled and my stylist showed me example of their human hair, compared to the hair zala sent me. It was so clear the hair absolutely did not… Read more

resemble human 100 percent remy hair.

I have sent away at my expense to have the hair tested, after I contacted ACCC. After numerous emails to the zala company, who Quite bluntly tell people they will not get a refund. If we open the hair package. This goes against any rights a consumer has to inspect & analyse the products. A consumer has the right to inspect a product for authentication/ verification of the hair products etc.

I’m currently in process of further action & will update.

Worst Customer Experience – Please DO NOT buy from this company. I have ordered extensions beginning of December 2024 for my wedding and never received them. When I followed up with the customer service team, they were extremely slow in replying and promised it was arriving today, tomorrow for a further 3 weeks. To top it off I asked for a refund (still waiting) they sent me a partial refund. They are very unethical, do not care about customers, it is disgusting.

Lack of customer service, ignoring emails and still no extensions – Got my extensions and they were the wrong colour- asked for an exchange, they said no problem. Sent them back. Arrived at the warehouse 2 weeks ago (proof from AusPost), they’re saying they have no record of receiving them. Ignoring my emails and refusing to give me any kind of update. I just want extensions that match my hair for my wedding- I… Read more

don’t even want a refund. So unbelievably disappointed with the lack of service I’ve received and likely going to have to escalate this to Consumer Affairs.

The company is not longer reliable – What can I say about this company. They first send me the wrong product. Then 15 later they still have not refunded me the money even after multiple emails to their doggy customer service. They first said their warehouse did not receive the package. Then they said they don’t have the tracking number even though they were sent a screenshot proving… Read more

they received the package with the tracking number. I am just going to flag them with my bank and report them to consumer affairs.

Poor communication. Don't waste your money – I bought halo extensions which were too thick so I returned them. It's been 18 days and I still have not received my refund. I haven't received any correspondence from the company which is disappointing because I've bought hair from them several times in the past.

Rubbish hair – I have used Zala tapes many times over the years, they thinned out a little but were still good quality. However, I tried their weft in champagne blonde, looking after it the same as usual and was completely devastated. The hair shredded to next to nothing within a few weeks, after brushing some days there was more hair on the floor than on my head!! Terrible, the quality has changed dramatically will never ever purchase again.