Payments

Which Payment Method Can I Use?

We accept Paypal and major Credit Cards. It is not necessary to have a PayPal account to order, you can pay with Credit/Debit Card directly. If you have any payment problems, please contact us: zolahairr@gmail.com. 

Why is my Card Declined?

Sometimes when your card is expired, insufficient balance, or poor credit (maybe have a record of Chargeback or overdrafts) it may lead to the card being declined. So we suggest customers avoid making too many disputes without reason, your personal online store credit record may be affected, and your next shopping will be declined. If your card gets declined, you may need to call your bank for help on the issue, or you can try your another card. If any problems still occur, please send an email to us: zolahairr@gmail.com

If I Pay on Your Website, is My Information Safe? 

We assure you this Shopify e-commerce website is legit and so is Zola Hair LLC, which has been certified by the card and BBB organization. So don't worry, your payment information is kept by your bank or card organization, not saved by us after purchase. We only use your shipping and email info for delivery purposes and spam-free promotion emails. Your information is safe and we will keep your information confidential according to our Privacy Policy. If you have any problems, just feel free to contact us or read our policy statements at the bottom of the page. 

If I Don't Like it, Can I Return it for the Full Amount?

If you don't want your order / or you place wrong order / or want a longer length/ you would like to exchange the order, and it is by no means a problem with the seller's quality control of the item, you will need to pay for the return charge, and your refund will be offered in the form of an store e-credit eligible for another purchase in the store with one free customization. 

How Long Before I Receive my E-Credit After Return:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the item received. If you are approved, then your refund will be processed, and the e-credit will be emailed to you within a certain amount of days (<5). 

 

Orders

Where is My Order?

Generally, we will ship out your order within 24 hours after 3-5 days of processing. Once the parcel has been shipped, we will email the tracking number to your email. You can check the status using the mail website. If not, you can send us an Email or text with your order details OR you can check your order on the tracking page periodically. 

 

My Order Was Never Delivered

We’re sorry you haven't yet received your package yet.

Sometimes when trying to locate a package, it helps to know exactly what you are looking for. Many times, a lost package was simply laid aside by a family member. Sometimes your postal carrier leaves it with someone outside or a neighbor. It may also be awaiting pickup at the local Post Office and the postal carrier forgot to leave the slip, they mark the item as delivered but have yet to drop it off, the slip was lost, or was retrieved by another person in the household.

If you are still unable to find your package or a slip, please take your tracking number to your local Post Office and ask to speak to the manager. Postal carriers are now equipped with GPS scanners so the Post Office should be able to locate the exact delivery location via GPS data from the scanner. Using this information, they will be able to tell you exactly where the package was left or if it was delivered to the wrong address.

If the package is still not located after speaking with the Post Office, further steps can be taken. This includes filing a missing package report with your local Post Office who will have you sign an affidavit that the item is missing so that an investigation can be launched, and filing a mail theft report with your local law enforcement if warranted based on the Postal Inspectors findings.

Please keep us updated. 

We appreciate your patience, Zola Hair Customer Service. 

 

When Do I Receive My Order?

Normally, your order can be delivered within 2-4 business days after the 3-5 business days of payment processing. If it is a weekend, holiday, or a customized wig, it maybe have a 2-3 day extra delay. If want to track order status, please check your email for your tracking, USPS/Fedex or send us an email at zolahairr@gmail.com. 

Can I Cancel or Change My Order?

If you want to cancel or change your order, please send email to zolahairr@gmail.com immediately. If within 2 hours after order is made, we can attempt to cancel it for you, if over 2 hours, we can't be sure of a successful cancellation, especially during the pandemic.

 

Services & Care

Can I Add a Deep Bleached Knots Service?

Our lace front/frontal/full lace wigs are slightly bleached already. If you want an extra mild-bleached service, you can add the service using the customizations link at the top of the page.

Can I Swim With My Wig 

Yes, you can go for a swim with the wig. When swimming, we suggest you wear a swim cap. Sea water or pool water tends to be harsh on the hair and makes it dry and brittle and rough. It's better to wash it with warm water, hair shampoo and conditioner after swimming (more instructions on the blog page)

Can I Bleach My Hair?

If you need more bleaching, you may request customization services if offered or you can do it by yourself or ask a hairstylist to help you (check blog page). As for the fake scalp lace wig, we can't provide the bleaching services on it. And we suggest not do so because the lace is a special lace material, no need to bleached any more. Our hair is nice virgin remy hair, which can be dyed. Zola Hair also offers videos that teach DIYs and tutorials to learn how (Channel: Sandra Zo)

Which Glue Should I Use?

Most people prefer to use esha, ghost bond or got2be glue. Zola Hair advocates for glueless lace wigs with the use of elastic bands, clips and hair sprays but those offer short term holds only. If you don't know much about hair installation, we recommend that you make an appointment with a professional hairdresser or check on our upcoming local hairstylists page to help you install it.

Why is My Hair Tangling or Shedding?

It could be caused by dry hair or lack of care. Please make sure to wash & condition your hair at least once a week, and let it air dry. If the hair is wavy or curly, we don't suggest to comb it. If you have to, please run your hands through it or with a wide-tooth brush gently. Tight brushes will ruin the hair's original shape and make it frizzy and tangled. When sleeping, please tie the hair or wear a silk wrap. It will avoid tangling or shapes-shifting. When swimming, we suggest you wear a swimming cap because the sea or pool water is not good for hair, and will make the hair tangled and rough. It's better to wash it with warm water, moisturizing shampoo and hair conditioner after swimming.

Why Does My Wig Not Look Exactly Like The Website/Social Media Pictures 

Normally when we post the pictures or videos to our social media, It is installed by the client's hairstylists or restyled through customization requests based on the client's preferences. All wigs posted on our social media and website is a replica of what you receive, just un-styled and untouched (unless requested). You can ask a hairstylist or book our local hairstylist (under the 'more' tab) to help you install it just like the pictures.

Why Does My Wig Have a Smell?

It is usually the smell from the factory production, not the smell of chemicals. For our wigs, the hair material is collected directly from donors according to the vendors we purchase them from. It is natural hair, not processed, which is healthy and of good quality for longterm use. So do not worry about the smell, it goes away after your first wash. If you want your wig customized and washed prior to you receiving it, please choose that option under the customization tab at the top of the page.

Why Does My Wig Have Split Ends or Short Hairs?

Our hair strand materials are collected directly from donors. It is natural hair, no chemical processes, so it may have a little split end/short hairs. You can try to use scissors to cut a little of the ends to make it cleaner and fuller. Our hair is very healthy, and with good quality to be used for a long time. It can be dyed and bleached as well, which can be used over 2-3 years with good protection.

Why Does My Free Gift Not Show in the Cart?

If you entered a promotional code for a free item in the store, we will ship you a random pair of whatever the code applies to with your order. It is a gift, so it will not usually show in the cart and order details. 

Can I Use Two Coupons At Once?

No, only one coupon code can be used per order and they cannot be combined, unless stated otherwise.

 

 

Upcoming: Black Owned Businesses & Contact

Do You Have Hairstylists/Estheticians/Lash Techs in Your Area?

We have local black owned businesses offering self-care services in some very known cities and various states. You can search your state on our "local stylists and more" page under the 'more' tab.  

Can I Be Added to Your Page?

Yes, we do require you to have a hairdresser, esthetician, lash tech or cosmetologist's license if you will be listed. Then you can send email to zolahairr@gmail.com.

Why Have You Not Responded to My Email?

We try to respond within 24-72 hours as our team is smaller so we can add personalized touches to your orders. We may be off work/weekends at that time. But we will reply immediately after work, so please be patient or respond to your original email as a reminder incase your message is in our junk files.

Why Did I Send You a DM and I Got No Response?

We have a lot of inquiries via DM daily, and we may miss some messages, so if there is something urgent or important, please email us. If you don't follow our IG, we may not see your DM as quickly. 

 Can I Call You?