FAQ

Frequently Asked Questions

Can I return or exchange my hair extensions?

Due to hygiene reasons, we do not accept returns or exchanges on hair extensions that have been opened, unpacked, worn, brushed, coloured, washed or altered in any way.

Hair must be returned in its original, unopened condition and packaging to be eligible for consideration.

Please choose your colour and length carefully before placing your order. If you are unsure, please email us before purchasing and we will be happy to help.

What if I change my mind?

Change-of-mind returns may only be accepted if the hair remains completely unopened, unused and in its original packaging. Return shipping costs are the responsibility of the customer.

What if I receive the wrong or damaged item?

Please email us as soon as possible after receiving your order. We may ask for photographs of the product and packaging so we can assess the issue and assist you.

Please do not open, wear or alter the hair if you believe you have received the wrong item or that it has arrived damaged.

How do I choose the right colour?

We recommend comparing our colour options with your own hair in natural lighting. If you are unsure which shade is the closest match, please email us before ordering and we will be happy to assist.

Please note that colours may appear slightly different depending on lighting, screens and individual hair tones.

We also recommend ordering a colour ring if you are unsure of your shade.

How much hair do I need?

The amount of hair you need depends on your natural hair length, thickness and desired result.

As a general guide, 50g is ideal for adding subtle volume, while 100g or more may be preferred for a fuller transformation or added length.

For the most accurate recommendation, we suggest consulting a qualified hair extension professional.

Can I get my Kaiya extensions installed?

Yes! Hair extensions should always be applied by a qualified and experienced hair extension professional.

We have a selection of Kaiya installers located in Melbourne and may be able to recommend an installer in your area.

Please email us with your location and the type of extensions you have purchased, and we will be happy to assist where possible.

Can I colour or bleach my extensions?

We do not recommend bleaching or chemically altering your extensions. Any colouring or chemical treatment is done at the customer’s own risk and may affect the quality and longevity of the hair.

We strongly recommend consulting a professional hair extension stylist before making any changes.

How long will my extensions last?

The lifespan of your extensions depends on the method, your hair’s natural growth cycle and how well they are cared for.

Following the recommended aftercare routine and using suitable hair products can help maintain the quality and longevity of your extensions.

Can I sleep with my extensions in?

Yes, however we recommend tying the hair loosely into a low braid or ponytail before sleeping to help prevent tangling.

Never sleep with wet hair extensions.

How should I care for my extensions?

Use products specifically designed for hair extensions, brush gently from the ends upwards and avoid applying oils or heavy products directly to attachment points.

Regular brushing and proper aftercare are essential for maintaining beautiful, healthy-looking extensions.

How long will my order take to arrive?

Shipping and processing times may vary depending on whether your order is in stock or is a pre-order.

Please refer to the shipping information provided at checkout or email us if you have any questions about your order.

Can I cancel my order?

Once an order has been processed or dispatched, it may not be possible to cancel it.

Please email us as soon as possible if you need to request a cancellation.

Do you offer professional installation?

Hair extensions should always be applied by a qualified and experienced hair extension professional. We recommend having your extensions professionally installed for the best results.

If you are located in Melbourne, we may be able to recommend one of our Kaiya installers. Please email us with your location and we will be happy to assist where possible.

Can I contact Kaiya if I need help?

Absolutely. If you have any questions about choosing your colour, length, weight, extension method, aftercare or finding an installer, please email us anytime and our team will be happy to help.

Important

By purchasing from Kaiya, you acknowledge that hair extensions require proper application, maintenance and aftercare. Kaiya is not responsible for damage caused by incorrect application, improper maintenance, misuse or failure to follow recommended aftercare instructions.