Terms of Service

Last updated: September 28, 2026

These terms describe how ordering from Hairlenza works. By sending a request through this site or our official channels, you agree to them.

1. What we sell

We sell natural human hair ponytails. Every ponytail is a unique, one-of-a-kind item: the photos and parameters on its page show exactly the piece you receive. Length, weight and shade are measured by us and stated on each page; the shade number (1–⁠10) is approximate — daylight photos are the reference.

2. Requests and orders

The website does not process payments. Sending a request on the site is free and is not a payment: we confirm the piece is still available and agree the details with you in chat. An order is confirmed only after we personally agree on the exact ponytail, the total price, and the shipping method in direct communication (WhatsApp, Telegram, Instagram or email), and payment is completed. Until a reserve is confirmed by us, the item remains available to other buyers.

3. Availability and reservations

Item status on the site (available, reserved, sold) updates automatically but may briefly lag behind real-time sales. A "Reserved" label with a timer means the item is on hold for another client; if the reservation is released, the item becomes available again. We always confirm actual availability before accepting payment.

4. Payment

Payment methods and details are agreed individually and are described on our Payment page. We confirm all key details — texture, length, weight, tone and shipping — before you pay.

5. Shipping

We ship worldwide with tracking. Shipping times and costs depend on the destination and the location of the specific ponytail (Ukraine or a partner location abroad); we confirm the estimate before shipment.

6. If something is wrong

Every ponytail is one-of-a-kind and hygiene-sensitive, and the photos and video on its page show exactly the piece you receive — so please review them carefully, or ask us for more, before you pay. If something seems wrong with your order, message us and we'll look into it individually. Natural hair may arrive compressed from packaging; a first wash with conditioner and air-drying restores the texture and is not a defect.

7. Aftercare

Natural hair reacts to heat and chemical treatment. We recommend the first wash and assessment before any coloring or heat styling. Texture changes caused by heat, dyeing or improper care after delivery are not covered.

8. Intellectual property

All photos and videos on this site are our property. Using them to sell hair you did not purchase from us — or to impersonate Hairlenza — is prohibited. Our only official channels are listed on our Contacts page (hairlenza.com/contacts/).

9. Contact

Questions about these terms: mail@hairlenza.com or WhatsApp.