Last updated January 16, 2022

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Frequently Asked Questions

Everything you need to know before placing your order.

 

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ORDERS & PRODUCTS

Q: Are your products made with real hair?
A: Yes. All hair products are made with 100% virgin human hair, carefully sourced for quality, longevity, and a natural finish.

 

Q: What is the difference between Ready-to-Wear wigs and Custom Units?
A:

• Ready-to-Wear Wigs are pre-made and ready for immediate shipping.

• Custom Units are tailored specifically to your preferences (size, style, density, etc.) and require additional processing time.

 

Q: Are your wigs beginner-friendly?
A: Yes. Our units are designed to be easy to install and wear, with minimal customization needed depending on the style selected.

 

Q: Do your wigs come styled?
A: Most ready-to-wear units come pre-styled. Custom units are styled based on your selected preferences.

 

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SHIPPING

Q: How long does shipping take?
A:

• Ready-to-Wear items: 3–7 business days

• Custom units: Processing time applies before shipping (typically 7–14 business days)

 

Q: Do you offer express shipping?
A: Yes, express shipping options are available at checkout.

 

Q: Will I receive tracking information?
A: Yes. Once your order ships, you will receive a tracking number via email.

 

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RETURNS & EXCHANGES

Q: Do you accept returns or exchanges?
A: All sales are final. We do not accept returns or exchanges due to the nature of our products.

 

Q: What if I receive the wrong item?
A: If you receive an incorrect item, please contact us within 48 hours of delivery and we will resolve the issue.

 

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CUSTOM UNITS

Q: Can I make changes after placing a custom order?
A: Minor adjustments may be accepted within 24 hours of placing your order. After that, all custom orders are final.

 

Q: Are custom units refundable?
A: No. All custom units are final sale.

 

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SALON & SERVICES

Q: Do you offer in-person appointments?
A: Yes. Appointments can be booked through our booking page.

 

Q: Do you have a salon policy?
A: Yes. Please review our Salon Policy page before your appointment to ensure a smooth experience.

 

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APPAREL & ACCESSORIES

Q: How do I choose the right size?
A: Please refer to the size guide before purchasing. All apparel is final sale, so we recommend reviewing sizing carefully.

 

Q: Are your bonnets and accessories high quality?
A: Yes. All accessories are designed to protect, maintain, and elevate your hair care routine.

 

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CONTACT

Q: How can I contact you?
A: For all inquiries, please use the Contact page or email us directly. We aim to respond within 24–48 business hours.

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CONTACT US

If you have questions or comments about this Salon Policy, please contact us at:

Platinum Salon by Merlande, LLC

5975 Roswell Road, C-343

Flat #8

Sandy Springs, GA 30328

(770) 771-1981

info@merlande.com

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