HOW CAN WE HELP

Frequently Asked Questions

Questions about our collections, braiding services, or a bespoke consultation? Our concierge team is here to help.

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Products & Hair Quality

Is your hair 100% virgin hair?

Yes. Our virgin hair is unprocessed, single-donor, and never chemically treated, which gives it a natural luster and movement that lasts for years.

How long does the hair last?

With proper care, our premium virgin hair can last one to three years or more. It is an investment designed to be reused, not replaced.

Can I color or style the hair?

Absolutely. Because it is virgin hair, you can color, curl, and straighten it just like your own. We recommend visiting a professional for coloring.

Shipping

Do you offer free shipping?

We offer complimentary shipping on all orders over $150 CAD within Canada and the US. Orders below that are charged a delivery rate at checkout.

How long does shipping take?

Orders are prepared within 1–3 business days and shipped with UPS. Delivery takes 3–5 business days in Canada and 4–6 business days in the US, with tracking sent by email.

Do you ship internationally?

Yes, we ship to most countries. International delivery times and duties vary by destination and are calculated at checkout.

Returns

What is your return policy?

Returns can be requested within 30 days of delivery for hair that is unworn, unwashed, unaltered, with lace uncut and in its original packaging. Approved returns are issued as store credit that never expires. Custom colour and sale items are final sale. Read the full policy.

How do I start a return?

Email ophelie.kacoutie@outlook.com with your order number, the name on your order, your reason for returning and photos of the hair. Please don't ship anything back until we've approved your request.

Appointments

How do I book an appointment?

You can book directly through our Appointment page. Select your service, choose a date and time, and complete your details to reserve your spot.

Do I need a deposit?

A deposit is required to secure all braiding appointments. The deposit is applied to your final service total.

What is your cancellation policy?

We kindly ask for at least 48 hours notice to reschedule. Deposits for cancellations within 48 hours are non-refundable.

Braiding Services

What braiding styles do you offer?

We offer a range of styles including knotless braids, boho braids, and protective styles. Share your inspiration during booking and we will tailor the look.

Should I bring my own hair?

You are welcome to bring your own, but we recommend our premium bulk hair for the best, longest-lasting boho braid results.

Hair Care

How should I wash my extensions?

Use sulfate-free products, wash gently, and detangle from the ends upward. Air drying is best to preserve the hair’s natural shine.

How do I store my hair between wears?

Store clean, fully dried hair flat or hung in a breathable bag away from direct sunlight to maintain its quality.

Consultations

Are consultations free?

Yes, we offer complimentary virtual and in-person consultations to help you choose the right texture, length, and density.

What happens during a consultation?

An expert assesses your goals, lifestyle, and natural hair, then recommends the products and styles that will blend seamlessly and last.

WHAT WE STAND FOR

The Pillars Of The Maison

Share information about your brand with your customers. Describe a product, make announcements, or welcome customers to your store.

Quality

Our 100% premium virgin hair selected to last for several months.

Luxury

A boutique experience from the first click to the final install.

Education

We empower women with the knowledge to choose and care confidently.

Confidence

Every piece is designed to help you feel effortlessly beautiful.