Frequently Asked Questions

Answers to your mostly frequently asked questions

What are hair extensions?
Hair extensions are hair that is attached to your own hair to give you the appearance and feel of longer hair. All of our hair extensions are made from 100% real human hair.
What types of hair extension are there?
There are many different types of hair extension, including tape, ultra tip, i-tip, clip-in, ponytail.
Is it possible to fit the clip in hair myself?
Yes, its very easy. You will receive full fitting instructions and it takes just minuets to fit them.
Can my hair extensions be straightened or curled?
Yes! our hair extensions are made with human hair.
Is the extensions made of 100% human hair?
YES. Our extensions are made of 100%  European human hair.
How long do hair extensions usually last?
The extensions are human hair, so they last as long as you want them to. If you look after your hair it is not uncommon for quality extensions to last up to twelve months. If not treated with respect they will need to be replaced every three to six months. The more you look after them the longer they will last.
Are the clip ins easy to look after?
Very easy! Simply spritz some maintenance spray onto the ends of the extensions after each use.
What color should i choose?
When choosing among the colors, you could try looking for which one is the closest to your natural hair color. This would make it undetectable to onlookers, instead of appearing unnatural like a wig. If you want to choose one which would complement your existing hair, then you could go for hair extensions colors that are slightly different from your natural hair color but would enhance your look beautifully. If you still can't decide which colorto choose, please send a picture to your hair color to our customer service Email box: Let us match the color for you.
  1. Collection of Information
In order to use the Gadiva website, we may require information from you in order to provide the best service possible. All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email. Any information collected by Gadiva  is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.  
  1. Use of Collection Information
Any details collected from Gadiva  customers is required in order to provide you with our products and/or sevices, and a high level of customer service. Correspondence is recorded in order to provide service references, and to assist in our staff development.    
  1. Storage of Collected Information from our Website
The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details. We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. If you have any questions about security on our Website, you can email us at info@gadiva.coma.u  
  1. Access to Collected Information
If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at  
  1. Orders
If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date). We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.  
  1. Communications
Gadiva uses personally identifiable information for essential communications, such as emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at  
  1. Third Parties
Gadiva may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service. These third parties are prohibited from using your personally identifiable information for any other purpose. Gadiva does not share any information with third parties for any unknown or unrelated uses.  
  1. Legal
We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.  
  1. Links
Links on the Gadiva site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of
  1. Changes to Privacy Policy
If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by Email, or by means of a notice on our homepage.
  1. Gadiva Security Policy
Gadiva uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.
  • Payments are fully automated with an immediate response.
  • Your complete credit card number cannot be viewed by Gadiva or any outside party.
  • All transactions are performed under 128 Bit SSL Certificate.
  • All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
  • eWAY is an authorised third party processor for all the major Australian banks.
  • eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Gadiva
For more information about eWAY and online credit card payments, please visit  
  1. No Resale
Gadiva tape & weft extensions are strictly available for purchase for hairdressing professionals only. When you create a client account with Gadiva to purchase these products you are not authorised to on-sell the items to third parties. They are for the use of services to the purchasers account only. Any client accounts found on-selling these items to other parties will be immediately and permanently suspended.
  1. Warranty, Returns, Refunds & Exchanges
If for any reason you are not completely satisfied with your purchase we will give you a 14 day money-back guarantee from the time you purchased the goods. Please email us at within that time if you are not satisfied with your purchase so that we can resolve any problems. If for any reason you wish to exchange your product for alternative colour we will also give you 14 days from the purchase date. Please email us at within that time frame to arrange exchange of goods. All Gadiva Hair Extensions are covered with a 45day manufacturers warranty against defects. Gadivaoffers no warranty on hair where the colour of the hair has been altered in anyway. Gadiva offers no warranty or guarantee on the hair that has not been correctly installed by a professional. Gadiva offers no warranty on hair that has not been correctly maintained by the client with the correct after care.(Please read our maintance guide to assist you with this) If we do accept the hair for appraisal in respects to claiming a warranty there is a process for us to follow before we can decide what action will be taken with respects to the warranty. This process can take 1-3 weeks before an outcome can be determined. This refund & exchange policy does not apply to goods which have been worn or used, damaged after delivery, if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition. If you purchase via the After Pay payment gateway please note that all refunds will incur a administration fee equivalent to the fee that is charged to us by After Pay. All postage and insurance costs are to be paid by the buyer. It is recommended that you return the product via Registered post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit & delivery; therefore advise you take out freight insurance with your postal carrier. Gadiva will not be responsible for parcels lost or damaged in transit if you choose not to insure.
The key to overcoming any clients concerns successfully is to address their issue quickly and without delay. Identifying the cause will be the first step to providing a resolution and this will be easiest when you visually see your client’s hair for yourself and not judging based on what you are told over the phone.
  1. Ask the client come in for a complimentary shampoo & blow-dry.
  2. Ask the client to bring all the products they are using along to their appointment. This step is very important as in majority of cases, incorrect product usage is the cause of the concern. **When client’s ‘forget’ to bring in products, or they have “ran out”, or bring in full, brand new products this can ring some alarm bells, so please be wary.
  3. Make no immediate decisions when the client arrives. The hair extensions may have hair spray in them which will cause them to feel hard and tacky. It also may be unwashed, or is very likely they have been using incorrect products which will make it feel unpleasant.
  4. Wash and blow-dry with Gadiva Shampoo & Conditioner. It should feel a little better right way, however with long term use of incorrect products, you may need to shampoo & condition a few times to see a result. Remember, incorrect product damage may be irreversible. Our Gadiva shampoo & conditioner will not fix the damage however it should help the manageability after a few washes.
  5. We have found in majority of cases, when the clients hair is washed with the correct products and blow-dried and straightened correctly, there are generally concerns found, therefore it can be identified as incorrect client Ask your clients the below questions to determine what is the cause. Identifying the cause is the first step to providing a resolution for your client.
The two main factors that cause extensions to fall out are usually due to inaccurate application or poor client aftercare.

  1. Is there too much of the clients’ hair in between sandwiches?  
This prevents the two pieces of tape adhering together properly.
  1. Is there too little hair between sandwiches?
This will cause stress on the natural hair resulting in the extension to be pulled out directly from the clients scalp.
  1. Was the hair deep cleansed & completely dry prior to application?
There should be no products or residue (i.e. conditioner, serums, etc) on the clients’ roots.
  1. Has the hair been coloured?
If beforehand, were the tape section of the extension coloured or wet prior to application? This will cause them to loose their sticky adhesive.If after application, did the client wait 48 hours before applying the colour?
  1. Was a chemical straightening done prior to application?
  1. Did the client wait the recommended 48 hours before wetting their hair after application?
This is the most common reason extensions will fall out. It is vital to remind your client to wait a minimum of 48 hours after application.
  1. Did they do heavy exercise, swimming or any such activity?
Just like wetting the hair as stated above, sweating or any activity where the hair was not kept dry for the first 48 hours after application will have the same affect.
  1. Are they applying conditioner or serums to the roots of their hair?
This is more obvious on clients as it generally affects the tape at the top of the head and around the hairline (not necessarily the nape area).
  1. Are they sleeping with wet hair. Or staying wet for prolonged periods of time
  1. Are they applying their straightener over the tape extension bonded area?
This will cause the bond to weaken and may result in the extension sliding out.
With all types of extensions (wefts, bonded, clip-ins, tape) shedding of hair is a normal expectation, just like your own natural hair. Your natural hair can loose on average up to 100 strands per day. Generally your extensions can shed more that your natural hair as the hair volume with extensions is much higher. If you come across a client with hair shedding:
  1. Is you client applying straightners or excessive heat from hair dryers directly to the tape section of the extension?
This will weaken the bonds and may cause the hair to shed from the bond.
  1. Is your client sleeping with wet hair?
Keeping the tapes wet for a prolonged period of time can cause the tapes/bond to weaken.
  1. What product was used for removal?
If shedding appears only at the time of removal, ensure that you are using an appropriate removal solution. Alcohol based removers such as the Gadiva extension release is recommended.
  1. How long has the client had the hair?
Tape extensions should only be retaped 1-2 times depending on maintenance.
  1. Have the extensions been coloured , permed or undergone any chemical processes?
This will weaken the bonds and may cause the hair to shed from the bond.
  1. If you believe your shedding is excessive and abnormally high, please contact your Gadiva sales representative or email us at
In most cases, knotty hair is a result of the hair being dry and not receiving enough moisture. Please see below with how to treat dry extensions. Other areas to be considered when the hair is knotty or tangles is as follows: THINGS TO BE MINDFUL OF WITH APPLICATION:
  1. Have more than 40 pieces been applied?
Overcrowding of extensions during application occurs when there are too many extensions in the hair. They can rub against one another and cause matting and knots.
  1. Have the extensions been applied to close together?
Overcrowding can also happen when using the correct number of extensions yet if they are not spaced apart enough this too will have the same effect. Refer back to your training manual for placement techniques. Things to be mindful of with Client Aftercare:
  1. Is your client brushing their hair twice a day?
Brushing twice a day can help eliminate knotting and tangling.
  1. Does your client have naturally curly hair?
As per the care guidelines, our extensions are not recommended to clients with natural curly hair unless they are prepared to ALWAYS blowdry and straighten their hair. It must be kept straight to prevent rubbing which causes tangles.
  1. Are they sleeping with their hair in a plait every night?
Hair must be tied securely to prevent unnecessary rubbing of the extensions whilst sleeping.
  1. Has your client been sick?
This is much more common than you think. When you are sick you generally lay in bed for extended periods of time (even a couple of days) and the usual maintenance such as regular rushing etc is unintentionally neglected.
  1. What technique is being used when the client washes their hair?
When washing and drying ensure your client is using gentle non-circular motions. Always squeeze excessive water from hair in a downward motion.
  1. Is your client leaving their hair to dry naturally?
Gadiva does not recommend this. Extensions should always be dried and straightened after washing.
  1. How long has it been since the application?
If your clients leave it too long prior to retaping the hair will grow out far enough from the roots that the extensions can twist and create matting. We recommended that they are removed or reapplied every 4-6 weeks.
When the extensions are applied to the clients scalp, they are luscious, soft and in great condition. It is up to the client to ensure that they stay feeling that way with the appropriate aftercare. Remember the hair extensions are not receiving natural oils from the scalp therefore they need to stay well hydrated with the correct moisturising products. It is the responsibility of the hairdresser to relay the importance of correct aftercare onto their client.
  1. Is your client using a shampoo or conditioner with Protein?
(See ingredient list below.) Protein is ‘poisonous’ to extensions and can cause irreversible damage after just one wash. Never use reconstruction, or damage or repair types of shampoo or conditioners as they usually have high levels of protein.
  1. Does your clients shampoo contain sulphate?
(See ingredient list below.) This is an inexpensive lathering agent used in shampoos to create suds. Sulphate causes the hair to be stripped of its natural oils and will cause the extension hair to dry out. Sulphate is found in most supermarket and inexpensive shampoos. If they are not already using Gadiva Shampoo & Conditioner, you should recommend they start using it immediately.
  1. Have the extensions be coloured?
Colouring and most definitely bleaching will cause the hair to feel dry and damaged.
  1. Is the client using alcohol based styling products?
Excessive use of alchol based products can cause the hair to dry out.
  1. Are they swimming in chlorinated or salt water?
Clients that swim regularly should not be recommended extensions unless they are prepared to always swim with a protective cap.
  1. Have they been on an overseas holiday?
The problem is not only from swimming in pools when in tropical destinations, but also water tables are different overseas and can cause your extensions to feel dry.

INGREDIENTS IDENTIFYING PROTEIN: Look for these words: Cocodimonium hydroxypropyl hydrolyzed casein, Cocodimonium hydroxypropyl hydrolyzed collagen, Cocodimonium hydroxypropyl hydrolyzed hair keratin, Cocodimonium hydroxypropyl hydrolyzed keratin, Cocodimonium hydroxypropyl hydrolyzed rice protein, Cocodimonium hydroxypropyl hydrolyzed silk, Cocodimonium hydroxypropyl hydrolyzed soy protein, Cocodimonium hydroxypropyl hydrolysed, Wheat protein Cocodimonium hydroxypropyl silk amino acids, Cocoyl hydrolyzed collagen, Cocoyl hydrolyzed keratin, Hydrolyzed oat flour, Hydrolyzed silk, Hydrolyzed silk protein, Hydrolyzed soy protein, Potassium cocoyl hydrolyzed collagen, TEA-cocoyl hydrolyzed collagen, TEA-cocoyl hydrolyzed soy protein

INGREDIENTS THAT IDENTIFY SULFATE: Sodium Lauryl Sulfate (or SLS), Sodium Laureth Sulfate (or SLES), Amonium Laureth Sulfate, Sodium Laureth Sulfate, Sodium Lauryl Sulfate, Myreth Sulfate (the mildest form of sulfate), TEA Lauryl sulfate, Ammonium Xylene Sulfonate, Sulfer, TEA Dodecylbenzene, Selenium Sulfides, and almost anything else that ends in sulfate, sulfonate, or sulfide. A good alternative for sulfates to look for is Disodium Laureth Sulfosuccinate, a natural sulfate created from palm kernels so it does not have the same damaging effects.