FAQ's
If you have more questions, please email us and we'll get back to you within 2 business days.
Products
Do qaba products contain sulphate?
We are truely sulphate free. By being 100% sulphate free your natural oils are preserved and retained while your hair & scalp stay healthy.
If your hair is coloured, being sulphate free makes a big difference to maintaining your colour.
Being 100% sulphate free, qaba can be used head to toe.
Sulphates may strip your natural oils and take away too much moisture, stripping your colour while they may cause a dry scalp and irritation.
Are qaba products safe to use during pregnancy and breastfeeding?
We acknowledge that many women explore alternative options while pregnant. Nevertheless, based on our knowledge, there is no identified risk associated with any qaba formulation as per our recommended usage during pregnancy.
qaba is dedicated to delivering precise information; however, it is crucial to note that this information does not serve as a substitute for advice from a qualified medical practitioner. Therefore, if you have any concerns about your specific situation, we strongly advise you to consult with your obstetrician or dermatologist.
Is qaba made in Australia?
Yes, absolutely, we are passionate about Australian made and supporting a localised economy.
I have sensitive skin, can I use qaba?
Yes, qaba in many cases helps with sensitive skin and we are always available to help personalise your hair regime to make sure you get the right advice. However, we recommend that you speak with your health care professional or dermatologist should you have any concerns regarding your particular circumstances.
Orders
How can I track my order?
Once your order has been shipped, you will receive an email notification from us containing a tracking number. You can use this tracking number to monitor the status of your shipment. Please allow up to 48 hours for the tracking information to become available.
Can I modify or cancel my order after it has been placed?
We understand that sometimes you may need to make changes to your order. If you wish to modify or cancel your order, please reach out to our customer support team as soon as possible. We will do our best to accommodate your request, but please note that if your order has already been processed or shipped, we may not be able to make changes or cancel it.
My order hasn't arrived
If you haven’t received your order within 7 days of receiving the shipping confirmation email, please contact us and provide your name and invoice number. We will investigate the matter for you.
Shipping
How long will it take to get my order?
Orders are usually shipped within 24 hours so long as:
• Order is made Mon – Fri (weekends & public holidays excluded) before 12:00pm (Australian Eastern Standard Time); and
• Products are in stock
Shipping Rates and Estimates
We offer free standard shipping via Australia Post on all order Australia wide.
Shipping OptionEst. Delivery TimePriceStandard3-7 Business DaysFreeExpress2-3 Business Days$15.00
Please note that we cannot be held accountable for inaccurate information provided during checkout. If an item is delivered to an incorrect address due to user error, we are not obligated to resend it to an alternative address at our expense. We are not responsible for any loss or damage that may occur during the delivery process. Typically, orders are delivered within a maximum of 7 days, although we strive to deliver them earlier whenever possible. If there is a delay in delivery, please understand that it does not constitute a breach of our agreement and does not entitle you to cancel your order. We are not liable for any loss or damage incurred after the delivery has been completed, including theft, loss, or damage to the items.
Can I pick my order up?
Unfortunately, we currently do not offer order pick-up, However, we provide fast and reliable shipping to ensure your order reaches you in a timely manner.
Do you ship internationally?
Yes, we do offer international shipping. Currently we offer shipping within Australia, New Zealand, United States of America, and Canada. For all other countries, due to variations in shipping costs based on the destination and order specifics, we kindly request that you contact us prior to placing your order. This will allow us to provide you with an accurate shipping quote tailored to your location. We strive to offer competitive rates and ensure a smooth shipping experience for our international customers. Please feel free to reach out to us with any further inquiries or assistance you may need.
Payment
What payment methods do you accept?
We accept various payment methods including credit/debit cards, PayPal, apple pay and bank transfers. You can choose the most convenient option during the checkout process.
Is it safe to make payments on your website?
Absolutely! We prioritize the security of your payment information. Our website utilizes industry-standard encryption and security protocols to ensure that your payment details are protected. You can shop with confidence knowing that your transactions are secure.
Are there any additional fees or charges associated with payment?
Our prices include all applicable taxes and fees, so there are no hidden charges. However, please note that depending on your location and the chosen payment method, there may be additional fees such as currency conversion fees or bank transfer charges. It’s always a good idea to check with your financial institution for any potential charges before making a payment.
Returns
What is your refund & return policy?
At qaba, we hope that you absolutely love our products.
If, for any reason, you are not completely happy with your purchase, please don’t hesitate to reach out to us. For hygiene and safety reasons, we are unable to accept exchanges or refunds unless the items were damaged or faulty at the time of purchase. If your order arrives with any damage, please notify us within 48 hours of receiving the order. Kindly email us at sales@qaba.com.au with your invoice number and a photo of the item’s condition. We will assess each case individually and make every effort to find a satisfactory solution.
While we are unable to accept returns on used products, we are more than willing to discuss any concerns you may have and find a suitable solution. We believe that using a product incorrectly can sometimes create a perception that it’s not the right fit for you. Rest assured, we are committed to delivering exceptional quality products. However, if your order doesn’t meet your expectations, please contact us right away.
If you encounter any other issues with your order, please don’t hesitate to contact us. We will thoroughly investigate the matter and, if appropriate, offer a refund or exchange. If a refund is agreed upon, qaba will process the appropriate amount back to the original method of payment used for the purchase, within 14 days.