Two women with dark skin standing back-to-back against a plain wall, looking in opposite directions. The woman on the left has short, curly hair and wears a black top with gold earrings. The woman on the right has long, wavy hair and wears a black sleeveless top.

FREQUENTLY ASKED QUESTIONS

About Our Services

  • We offer three main services:

    • The Wig Suite: Professional wig care including The Revamp (full transformation) and The Refresh (styling only)

    • The Prep Suite: Natural hair prep services to get your hair wig-ready (coming soon)

    • The Wig Advisory: 30-minute advisory sessions on wig selection, care, and styling

  • We're based in Toronto, Ontario. Our full address will be provided after you book.

  • We work with human hair wigs and lace units. We don't currently service synthetic wigs. If you're unsure about your wig type, feel free to contact us before booking.

  • The Wig Advisory is perfect for anyone new to wigs, looking for guidance on where to purchase quality units, needing care advice, or wanting expert recommendations on styles that suit them. It's advisory only—no hands-on service, just expert guidance.

  • Simply select your service on our website, customize your order, and complete payment. You'll receive a confirmation email with next steps.

  • We accept credit/debit cards online. The remaining balance at pickup can be paid by cash or e-transfer.

  • Yes. A 50% non-refundable deposit is required to secure your booking. The remaining 50% is due at pickup.

  • Yes! When booking, let us know in the "Anything else?" section how many wigs you're bringing and how you'd like each styled. If you're booking more than 3 wigs, please email us at hello@thestrandhaus.com so we can accommodate your order.

  • You can book whenever it works for you! We accept bookings on short notice, but if you have a specific date or event in mind, booking ahead ensures you get your preferred time slot. For same-day Refresh services, contact us first to confirm we have availability.

Booking & Payment

    • The Revamp is a full service: deep cleanse, treatment (bond repair or protein), deep conditioning, and styling. For wigs that need comprehensive care.

    • The Refresh is styling only for wigs that are already clean and product-free. Perfect for events or quick touch-ups.

    • The Revamp: 5-7 working days from the day we receive your wig

    • The Refresh: 1-2 working days (same-day available for +$15, subject to availability)

  • Turnaround time starts from the day we receive your wig—whether you drop it off in person or ship it to us.

  • Bring your wig in a protective bag or container and your order confirmation number.

    • For The Revamp: No prep needed. We'll wash and treat it.

    • For The Refresh: Your wig must be clean, conditioned, and product-free.

  • Yes! During booking, you'll choose your styling preference (straight, pin curls, or pixie curls) and parting.

  • All wigs must be in good, wearable condition. If we find unexpected damage or issues, we'll contact you before proceeding. Additional fees may apply for repairs.

The Wig Suite Services

  • The Prep Suite includes natural hair prep services to get your hair ready for a wig: cornrows, flat braids, blow-outs, and base work.

  • Yes! Some Prep Suite services include treatments like bond repair and protein treatments to strengthen and protect your natural hair before braiding or styling. This ensures your hair stays healthy under your wig.

  • We’re working hard to make sure everything is perfect for you. Follow us on Instagram @the.strandhaus to know when we launch.

  • Once launched, walk-ins will be welcome based on availability, but we recommend booking in advance.

The Prep Suite Services

  • Yes! After booking, we'll send you shipping instructions and our mailing address. You're responsible for safely packaging and shipping your wig to us. We recommend using tracked and insured shipping.

  • Monday - Saturday: 10am - 6pm
    Sunday: Closed

  • We'll send you email updates throughout the process: when we receive your wig and when it's ready for pickup.

  • Wigs must be picked up within 7 days of notification. After 7 days, a $10 per week storage fee applies.

  • Yes! Return shipping details and fees will be provided when you place your order.

Shipping & Pickup

    • Wig Suite services: Orders can be cancelled for a full refund before we receive your wig. Once we receive it, the 50% deposit is non-refundable.

    • Prep Suite services: Cancellations must be made at least 6 hours before your appointment.

    • Consultations: Cancellations must be made at least 24 hours in advance.

  • Contact us as soon as possible at hello@thestrandhaus.com. Rescheduling is permitted once at no charge if done within the cancellation window.

    • Same-day service for The Refresh: +$15 (subject to availability)

    • Rush service for The Revamp (3-day turnaround): +$30 (subject to availability)

    • Unexpected repairs or severe damage: assessed on a case-by-case basis

  • Your satisfaction is important to us. If you have any concerns, please contact us immediately at hello@thestrandhaus.com and we'll work to make it right.

  • Deposits are non-refundable once we've received your wig. If you're unsatisfied with the final result, please contact us so we can address your concerns.

Policies

Side profile of an African American woman with short, curly hairstyle, gold earrings, wearing a black top, against a neutral background.

Still have questions?

Contact us at hello@thestrandhaus.com or DM us on Instagram @the.strandhaus