HELP CENTRE
We're thrilled to have you here as you embark on your healthy hair journey with us. Whether you're a new client or a loyal one, we are excited to work together to help you achieve your hair goals. At Curly By Nature, we believe that hair care is a partnership—and together, we’ll make your curls thrive.
COMPANY
WHY ARE YOU CALLED CURLY BY NATURE?
At Curly By Nature, we believe in celebrating the natural beauty and strength of curly, coily, and kinky hair. Our name reflects the essence of our mission: to nurture and empower those who embrace their natural hair with products made specifically for their needs. We’re here to help you love the curls, coils, and waves that you’re born with—because your hair is perfect by nature
IS CURLY BY NATURE A BLACK-OWNED BRAND?
Yes, we are proudly 100% Black-owned. Proud because we can authentically infuse our cultural understanding and nuances into product development to create innovation We’re dedicated to serving and celebrating the beauty of natural hair. We understand the unique challenges and needs of locs, curly, kinky and wavier hair, and we’re passionate about creating products that truly honour and support it.
WHO IS THE PERSON BEHIND THIS COMPANY AND BUSINESS?
Curly By Nature was founded by Klerissa McDonald, a cosmetic scientist, master hair care specialist, and passionate hair stylist. After experiencing the lack of products tailored for Black hair, Klerissa set out to create her own. Her expertise and commitment to healthy hair care shine through in every product, ensuring each one is carefully crafted to meet the specific needs of curly, coily, and kinky hair textures.
HEALTHY HAIR CODE
WHAT IS THE HEALTHY HAIR CARE CODE?
The Healthy Hair Care Code is a proprietary system and the foundation of The Healthy Hair Care Club and our product range: The Nurture Collection. Composed of 7 core elements including Personal Profile, Professional Guidance, Principles, Purge, Practices, Products and People; forming an effective universal learning framework helping you transform your hair care experience! No matter where you are on your journey, we help you to level up.
The Healthy Hair Care Code is our philosophy and approach to nurturing your natural hair, focusing on holistic, healthy practices. It’s about empowering you to embrace your curls, coils, and kinks with confidence, using products, techniques and a community that truly supports the health of your hair. We don’t believe in “quick fixes” or harmful practices—only consistent, mindful care that allows your hair to thrive.
WHY DON’T YOU USE HAIR TYPING SYSTEMS LIKE 4C, 4B, ETC.?
We believe that hair typing doesn’t tell the whole story of your hair’s needs. While curl patterns are one aspect of your hair, from a practical and professional standpoint, they don’t define its overall health, porosity, or texture etc…. Instead of focusing on types, the Healthy Hair Care Code encourages a personalised approach—understanding your unique hair characteristics and giving it the care it needs to flourish.
WHAT INGREDIENTS SHOULD I AVOID TO MAINTAIN HEALTHY HAIR?
There are hundreds of thousands of ingredients, not to mention the multitude coming onto the market every day,so this may not be the best question to ask. Generally The Healthy Hair Care Code embraces plant-powered, nourishing ingredients that hydrate and protect without compromising your curls but truth be told, if you better understand the purpose and function of products themselves you’ll likely reach the hair goal you desire faster - we can teach you how to decipher products in general within the Healthy Hair Care Code.
HOW CAN I TELL IF MY HAIR IS HEALTHY?
Healthy hair is well-moisturised, strong, and flexible, with minimal breakage or shedding. If you suspect your hair is acting dry, brittle, or breaks easily, it may need more hydration, protection, or a change in your hair care routine.
HOW OFTEN SHOULD I WASH MY HAIR TO KEEP IT HEALTHY?
Washing your hair depends on your specific lifestyle. We say hair is personal. For many with curly and coily hair, washing every 7-10 days is optimal. The key is finding a balance that works for your hair and scalp, while maintaining moisture and cleanliness.
WHAT’S THE BEST WAY TO DETANGLE CURLY OR AFRO HAIR?
Many find that detangling hair when saturated with a conditioner or detangling product works easier - but it all depends on your level of skill.. Use your fingers or a wide-tooth comb to gently work through knots, starting from the ends and moving towards the roots. Patience is key—avoid tugging or pulling to prevent breakage.
HOW DO PROTECTIVE STYLES FIT INTO THE HEALTHY HAIR CARE CODE?
Protective styles like braids, twists, and locs are excellent for giving your hair a break from daily manipulation and can support growth and health. However, it's essential to maintain your hair’s health while it’s in a protective style by regularly moisturising your scalp and ensuring your style isn’t too tight, which can cause tension and breakage.
HEALTHY HAIR CLUB
WHAT IS THE HEALTHY HAIR CARE CLUB?
The Healthy Hair Care Club is an exclusive membership program designed to provide you with personalized support, expert knowledge, and a community of like-minded individuals on their hair care journey. As a member, you’ll get access to curated hair care content, expert consultations, private events, and special discounts on Curly By Nature products.
WHAT ARE THE BENEFITS OF JOINING THE HEALTHY HAIR CARE CLUB?
As a member, you’ll enjoy a range of perks, including:
- Personalized hair consultations from hair care experts.
- Access to private masterclasses, live Q&As, and workshops.
- Early access to new product launches and exclusive discounts.
- A supportive community where you can share tips and experiences.
- Goody bags and welcome gifts packed with our best products.
HOW DO I JOIN THE HEALTHY HAIR CARE CLUB?
Joining the Healthy Hair Care Club is simple! Just sign up through our website, choose your membership tier, and you’ll immediately gain access to all of the club’s benefits. Whether you’re looking for one-on-one hair care advice or want to join our private events, there’s a membership level that fits your needs.
IS THERE A FEE TO JOIN THE HEALTHY HAIR CARE CLUB?
Yes, there is a monthly or yearly membership fee, depending on the plan you choose. Each tier offers different levels of access and perks, so you can select the one that best suits your hair care journey and goals. We believe in offering real value, and the benefits you receive far outweigh the cost.
WHAT IF I DON’T FIND THE CLUB USEFUL? CAN I CANCEL MY MEMBERSHIP?
We want you to love being a part of the Healthy Hair Care Club, but if it’s not for you, you can cancel your membership at any time. There are no hidden fees or obligations, and we’re always here to listen if you have any feedback on how we can improve your experience.
DO I NEED TO HAVE CURLY OR AFRO HAIR TO JOIN THE CLUB?
While the Healthy Hair Care Club is designed with curly, coily, and afro hair in mind, anyone interested in learning more about healthy hair care practices is welcome to join. Whether you’re embracing your natural hair or looking for tips on maintaining protective styles, we’re here to support you.
HOW WILL I RECEIVE THE EXPERT ADVICE AND CONSULTATIONS?
Our hair care experts offer personalized consultations either via video call, email, or through our members-only digital area, where you can ask questions and get tailored advice. You’ll also have access to live masterclasses where you can interact with experts and other members in real-time.
CAN I UPGRADE OR DOWNGRADE MY MEMBERSHIP TIER?
Yes, you can easily upgrade or downgrade your membership tier at any time through your account settings. If you feel you need more or less support, simply choose the plan that works best for you, and we’ll adjust your membership accordingly.
PRODUCTS
WHAT IS YOUR REFUND POLICY?
We want you to be completely satisfied with your purchase! If for any reason you’re not, we accept returns on unopened and unused products within 30 days of delivery. Please contact our customer care team to initiate the process. For more details, see our full refund policy [here].
DO YOUR PRODUCTS WORK ON STRAIGHT/ NON CURLY HAIR?
Our products are designed specifically for hair that is curly by nature. Other hair patterns including straight hair can also benefit from the use of our products, whilst they’re formulated to address the unique needs of curls, they are second to none at addressing hair concerns such as moisture retention, hydration, and protection from breakage which straight hair would also appreciate.
DO YOUR PRODUCTS WORK ON LOCS?
Absolutely! Our products are perfect for maintaining the health of locs. They provide hydration, nourishment, and protection without heavy buildup, making them a great choice for anyone with locs looking to keep their hair healthy and thriving. In fact the founder herself has locs!
DO YOUR PRODUCTS WORK ON AFRO AND CURLY HAIR TYPES?
Yes! Our products are specially formulated to nourish and protect afro, curly, coily, and kinky hair textures. Whether you have loose curls or tight coils, our ingredients are designed to support the health, hydration, and strength of your natural hair.
ARE YOUR PRODUCTS VEGAN?
Yes, our entire Nurture Collection is 100% vegan. We’re committed to using only plant-based ingredients that are kind to both your hair and the planet.
ARE YOUR PRODUCTS CRUELTY FREE?
Absolutely! We do not test on animals, and we’re proudly cruelty-free. Every product we create is tested in-house and by real users with curly and afro hair, ensuring ethical and effective hair care.
DO YOU USE SILICONES OR PARABENS?
No, our products are free from silicones, parabens, sulphates, and other harsh chemicals. We believe in using only the best, natural ingredients to care for your curls without compromising your health or the environment.
CAN YOUR PRODUCTS BE USED ON GREY HAIR?
Yes, our products are safe and effective for grey hair. Grey hair can sometimes be more fragile or dry, and our formulations provide the moisture and nourishment it needs to stay healthy and strong.
CAN YOUR PRODUCTS BE USED ON COLOURED TREATED HAIR?
Definitely! Our products are formulated to be gentle on colour-treated hair, helping to hydrate and strengthen your curls without stripping or fading your colour. You can maintain vibrant, healthy hair while enjoying the benefits of our plant-powered ingredients.
SHIPPING
WHAT IS YOUR SHIPPING POLICY?
WHAT IS YOUR SHIPPING POLICY?
We offer both domestic and international shipping. You can find full details, including shipping costs and timeframes, on our Shipping Policy page [here]. Orders typically ship within 2-5 business days, and you’ll receive tracking information as soon as your order is on its way.
CAN I CHECK THE STATUS OF MY ORDER?
Yes! Once your order has shipped, you will receive a tracking number via email. You can use this number to check the status of your delivery through our website or directly with the courier.
WHAT IS YOUR RETURNS POLICY?
We accept returns on unopened and unused products within 14 days of purchase. Please reach out to our customer support team to initiate a return and find more details on our full returns policy [here].
WHEN WILL MY ORDER SHIP?
Orders typically ship within 2-5 business days. You’ll receive an email confirmation with tracking information as soon as your order is shipped, so you can follow its journey to your doorstep.
WHERE IS MY ORDER CONFIRMATION?
Your order confirmation will be sent to the email address you provided during checkout. If you haven’t received it, please check your spam or promotions folder. Still can’t find it? Contact us, and we’ll resend the confirmation.
I GET AN ERROR MESSAGE WHEN I ENTER MY TRACKING NUMBER. WHAT’S GOING ON?
Sometimes, tracking information may take a little while to update. If you’ve just received your tracking number, give it a few hours and try again. If you’re still having trouble, feel free to reach out to our customer service team, and we’ll be happy to help.
APPOINTMENTS
WHAT SHOULD I DO TO PREPARE FOR THE APPOINTMENT?
If you know exactly what your goals are, what style you want etc… then please provide this information upon booking or in an email after booking.If you have detangled, detoxed and washed your hair in the last 7 days that is ideal. Any excess knots, locked, tangles and conditions that require extra and special attention will result in additional time which means an additional fee. (But don’t worry! Just be honest with us beforehand – their won’t be any nasty surprises, that is why we have set pricing in place – we are here for you!🤗)
YOUR FIRST VISIT: A TIME FOR CONNECTION
Your first appointment is more than just a salon visit; it's a chance for us to understand your hair and for you to understand our approach. We want to ensure you feel comfortable and confident as we work together. Remember, the condition of your hair when you arrive will guide the process, so come with an open mind—no quick fixes, just the magic of proper care, cleansing, and styling.
PREPARING FOR YOUR APPOINTMENT
To give your hair the best possible start, I suggest getting into the habit of cleansing, conditioning, and styling every 7 days before your visit. This simple routine can make a world of difference in your hair’s health and ensure you’re on the right track when we begin our work together.
MINDSET MATTERS
While products and techniques are important, your mindset is key to a successful hair journey. I recommend signing up for the Curly By Nature HHCC Newsletter, which is packed with insights to help you shift your perspective and embrace your curls with confidence.
YOUR WELCOME PACK & HHCC COURSE
After booking your appointment, you'll receive a Welcome Pack full of resources to support you. If you're already part of our Healthy Hair Care Club (HHCC), you’ve got a treasure trove of knowledge at your fingertips! The HHCC course and community are fantastic for deepening your understanding of curly hair care, especially when salon visits aren’t always possible.
CAN’T WAIT TO MEET YOU!
I’m looking forward to seeing you at the salon and working together to create a hair care routine that brings out the best in your curls. Let’s make this a fun, positive, and empowering experience for you!
I CANNOT FIND A SUITABLE AVAILABLE TIME TO BOOK AN APPOINTMENT , IS IT POSSIBLE TO FIT ME IN A TIME OUTSIDE THIS AVAILABILITY?
The availability online is for new and existing clients. We do offer appointments outside of the limited availability you can currently see but is only reserved for our existing clients [Seen in the last 3 months]. We do offer emergency appointments to new clients at an additional fee just email info@curlybynature.com.
FIRST TIME CLIENTS VS EXISTING CLIENTS
Generally appointments with first time clients take longer than existing clients so this is the main thing that separates the two. Treatments are ESSENTIAL for 1st-time clients. Existing clients whose last appointment was more than 6 months may be treated as a ‘NEW CLIENT’ if more time, care and attention is also needed.
IS A DEPOSIT REQUIRED?
A deposit is required to secure your booking and prevent a ‘no show’. Your deposit will be added to your final balance and can be applied to services and products.
You can redeem your deposit if you reschedule or cancel your booking 48 hours before your appointment.
DO YOU DO CHILDREN'S HAIR?
Yes, our youngest client is 2 years old and loves being pampered with us! We have tons of experience with caring for children’s hair and know how to put them at ease and give them an experience that love.
As part of the appointment, we also train parents as we are caring for kiddy curls so that parents are empowered and have confidence when caring for their little ones hair day to day. Whether you need to learn how to braid, canerow or prevent anxiety for you and your child then you will walk you step by step.
WHAT HAIRSTYLES DO YOU DO?
Wash + Go’s, Curl Cuts (Trim/ Shape/ Tampered + more), Designer Updo, Cornrow/ Canerow, 2 Strand Twists, Crochet (Passion twists/ locs/ afro/ any!), Starter Locs, Bantu knots, Re-Twists, Silk Presses and more! Make sure to select the ‘TREAT + STYLE’ option. If you require extensions you may supply your own or we can source it – just let us know in advanced upon booking so that we may allow time for delivery.
WHERE IS YOUR SALON STUDIO LOCATED?
Currently, our services are delivered in Wembley HA9, 3 mins from North Wembley tube (Bakerloo line + London Overground) in North West London (UK). If you are not local to here do not worry, If you are unable to travel to the studio, book the virtual option. We will be releasing locations near you shortly. Sign up at the bottom of the page to receive more info.
DO YOU OFFER DISCOUNTS ON YOUR SERVICES?
We do offer discounts for children and students (Look at pricing in booking options.) We also give a loyalty discount to existing customers (which again you will see in the booking options) where there is a special price for existing customers that has visited within the last 3 months.
DO YOU DO MOBILE SERVICES OR PHOTOSHOOTS?
Yes. Please contact info@curlybynature.com with details including dates, location, clients/ hair models, brief and budget then someone will get back to you asap!
I WOULD LIKE TO JUST GET A 'STYLE' [I DO NOT WANT THE 'CHECK + TRAIN TO MAINTAIN' OR 'TREAT' PART OF THE SERVICE]- CAN I JUST PAY FOR THE 'STYLE'?
No. We specialise in optimising the health and condition of your hair through education and actual custom treatments. Our service is about equipping you with the right knowledge and skills for your hair to thrive for LIFE so that you may easily maintain your hair at home with no stress ONLY full confidence and amazing results. If you just want ‘a style’, you are in the wrong place so we’d advise you to visit a regular hair stylist.
DO YOU SELL GIFT VOUCHERS AND/ OR COUPONS?
Yes! PURCHASE GIFT CARDS HEREYou may purchase £20, £50, £75 £100 gift cards or for a custom amount. Perfect treat for love ones who deserve quality hair care! [You can send it directly to someone instantly ir send it on a future date]. With the gift card they can book an online appointment or in studio appointment then use it in-store on ANY products (cannot be used for products online)