Terms of Service

Last updated: September 1, 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. A request through the site is not a binding order and does not reserve the item. 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 then, 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. Any customs duties or import taxes, where applicable, are paid by the customer.

6. Returns and issues

Because each item is unique and hygiene-sensitive, returns are handled case by case and only by prior agreement. If something is wrong with your order, contact us within 3 days of delivery with daylight photos and a short video of the unopened/just-opened item — we will review the case honestly. 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 in the footer of this site.

9. Contact

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