Contact Us

We are always happy to help, 7 days a week.

Have a question? We respond within 24 hours. 

You can check out our FAQs on this page, or contact us with one of the ways below!

Frequently Asked Questions

What is your return and exchange policy?

You can view our full policy HERE

Where and how long will shipping take?


We ship worldwide with DHL Express & all orders are processed within 6 hours. Once your order is fulfilled you will receive your confirmation email with tracking number for easy online tracking.

NEW ZEALAND: FREE Shipping with tracking. We ship with CourierPost and delivery takes 24-48 hours

AUSTRALIA, USA & UK: Delivery takes 3-5 working days

REST OF WORLD: Delivery takes 5-7 working days


We offer a 15-day exchange guarantee if you purchase a colour or product that's not right for you (provided your purchase is unused). Any damaged products will be replaced when reported within 5 days of receiving. Unfortunately used products cannot be returned or exchanged due to hygiene reasons.

Please note that all orders outside of New Zealand may be liable for custom fees.

Lifespan and general maintenance?

You need to look after your hair extensions just like you would look after your own hair. The lifespan of your extensions is completely up to you, if you look after them very well, they can last up to 12 months! Please do not swim or sleep with your extensions - they will get damaged. 

Avoid Tangling: Keep your Erabella brush in your handbag to avoid any tangling. Extensions are just like our own hair and they will tangle like it too. Never comb your extensions when they are wet and use hot tools when they are completely dry.

Washing: You do not have to wash your extensions after every use, you can wash it after 10-12 uses! Brush your hair with your Erabella brush first. We recommend to use a sulphate free shampoo and conditioner. Wash one weft at a time, to ensure your shampoo and conditioner gets to all the hair. Rinse thoroughly with luke warm water. Lie extensions flat to leave to dry naturally and never comb your extensions when they are wet. You can use hot tools when they are completely dry. 

Can I use heat tools on my extensions?

Absolutely! Just like your own hair, Erabella Hair Extensions can be straightened, blowdried, styled and curled because of their high quality, 100human remy hair. In order to preserve and lengthen the lifespan of your extensions, we suggest to always use a heat protectant spray!

Straightening or curling your extensions: Clip your extensions onto your hanger. (this works the easiest) Please use a heat protection spray before applying heat onto your extensions, just like you would with your own hair. Use hot tools when your extensions are completely dry. Once styled, clip into your own hair and voila! Keep your Erabella brush in your handbag to avoid any tangling.

How do I choose the correct hair extensions set?

All clip-in Erabella Hair extensions are sold in a full head set (5-7 wefts depending on the weight) and are made of premium 100% human hair.   The only difference between each set is the weight/thickness. The higher the grams, the more hair that is attached to each weft. The individual strands themselves will remain consistent in thickness.  Our full head consist of 5 – 7 wefts which is less wefts, with more hair, making it easier and faster for you to apply.

How do I choose the right color of extensions for me?

You can browse through our collection online or you can email us at with a selfie and we will help you decide! 

If you do choose the wrong color, you may return the hair extensions, with the quality seal unbroken, and we will send you another shade!

What does remy and double drawn hair mean?

Remy hair is considered to be the finest quality of human hair because the cuticles are kept intact and not stripped, like in most other non-remy hair extensions. Preserving the hairs' cuticles and aligning them in an unidirectional fashion creates extensions that are completely natural in appearance. 

What does double drawn hair mean?We are proud to say, Erabella clip in hair extensions are double drawn hair. This means that the hair is the same thickness from the top to bottom giving you full lustrous gorgeous hair!

Can I color, tone or bleach my extensions?

Yes, because of our 100% human remy hair extensions, you may but it is done at your own risk and is not recommended as with your own hair, the process of dying or bleaching your hair is very damaging and this will shorten the lifespan of your extensions. If you do decide to get them dyed, we recommend you do a one clip weft to be tested first to ensure you'll be satisfied with the results.

Dyeing, toning, or bleaching Erabella Hair Extensions is done at the customer's discretion and we do not accept returns for any altered extensions!

Get In Touch

Please fill out the quick form and we will get back to you within 24 hours. You can also email us at or message us using Facebook Messenger! Simply click the button in the bottom right corner.