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?

We are pleased to say that we do offer a return policy. We are happy to accommodate returns and exchanges of products which have not been opened, worn or tampered with Our extensions are delivered with a test weft, allowing you to check the colour and exchange them if it is incorrect.You will just be responsible for return courier charge. Our return rates are remarkably low, as we offer high-quality hair extensions. 

When may I return my extensions? If your hair extensions have not been opened or removed from the packaging, you may return them within 7 days after purchasing. We have given our clip in hair extensions a security seal which identifies if the extensions have been removed from their packaging. When returning your extensions, please ensure that your test color sample is also included and not removed. 

May I exchange my order? Yes you can exchange your extensions for a different color provided the packaging has not been opened or tampered with. We use our security seal to check that products have not been removed from their original packaging. We do not offer a refund for “change of mind” decisions.

What if my shipment doesn't arrive back to you? Erabella Beauty does not take responsibility for products that are sent by you. Erabella Beauty does not offer refunds for items sent back to us and that doesn't reach us. This return shipment is completely at your own risk and cost to you. 

I have supplied you with the wrong delivery address, now what? Erabella Beauty takes no responsibility in wrong delivery addresses. Please ensure that you have given the correct address when checking out on our website. Our courier will get in touch with you prior to the delivery, please confirm your delivery address with them. 

Why do you not accept returns if the extensions were opened? Our Hair extensions are considered to be a hygienic product. For the safety of you, our client, we take matters of hygiene very seriously, and therefore do not allow OPEN ITEMS to be returned. 

How do I make a return? Please get in touch with us before your 7 days return policy expires. Please include your return package with your invoice and return ship your product to the address we supply you with. Opened hair extensions will NOT be replaced. 

Will I have to pay for my returned shipping costs? Yes, you will be responsible for the return shipping costs. Please track your parcel to make sure we receive it. In order for us to exchange you, we would need to first receive your parcel back to ensure the parcel is unopened, not worn and not tampered with. 

When can I expect to receive my refund? 7 days from receiving the hair back! 

How long do I have to return my extensions? We will give you 7 days to contact us regarding your return and 10 days from your delivery day until we receive the returned product. 

Can I return my extensions without contacting you first? No, you have to contact us regarding returns, so that we may supply you with the correct return shipping address and track your refund. Our warehouse facility will not accept returns. 

How may I contact you? Please get in touch with us by email at or on our Facebook Messenger! We will respond to you within 24 hours. 

I had my extensions dyed and it got damaged at the salon, now what? If you choose to dye your Erabella Extensions, 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. Rather make sure you choose the correct colour. If you choose to cut your extensions we cannot accept them back as a return or exchange. We will not refund products that have been altered with in any way! 

If you have any other questions, please don't hesitate to contact us!

Where and how long will shipping take?

Erabella Hair Extensions ships worldwide with a few countries receiving FREE shipping. We are based in Los Angeles, California but have warehouses in Cape Town, South Africa and Auckland, New Zealand. Below is a list of countries, with shipping cost & timeframe of shipping: 

New Zealand - FREE - 24/48hours 

Australia - FREE - 3-5 days 

South Africa - FREE - 24/48 hours 

Rest of World - 11-14 days 

*Delivery is safe, quick & easy! You will have your beautiful extensions in no time* Please note that you may be liable for custom duties in your country once your parcel arrives and you will be 100% responsible to pay the custom duties. Please refer to the custom duties page of your country to get more information!

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 right length of extensions for me?

Erabella Hair Extensions offers two thickness options for our 20” (50cm) sets: in 160 grams and 220 grams. 160 grams is recommended for finer to medium thickness ladies. 160g are our most popular sellers as they are suitable for all hair types but are highly recommended for those with medium to thick hair. It will add length as well as blend in naturally with your already thick hair, giving a flawless natural look.

220 grams is recommended for medium to thicker haired ladies. Our 220 gram sets will add length and volume, giving an overall healthier fuller look.

We offer one thickness for our 24” (60cm) sets: 280 grams280 gram sets are for the women who want that wow look. It will not only add length, but also enough volume so that you will look like a celebrity. Definitely a top seller and a perfect set to get your red carpet look.

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.