FAQ
Below you’ll find answers to several common questions about Sereen. Don’t see an answer to your question? Please Schedule Your Free Consultation here or give us a call at 631-820-0064.
Category
Sereen Studio
What are your hours? Do you take walk-ins?
We are open Tuesday through Saturday by appointment only. The studio is closed Sundays and Mondays to give the Sereen team dedicated time to reset and host educational events for the Sereen Foundation.
How can I schedule my appointment?
Create a Sereen account to schedule your free VIP Beauty consultation or request an appointment for exclusive hair services. You’ll need to provide a few personal details and submit a form to be approved for our booking system. Once approved, you can access our calendar and request a time + date for your appointment. If you’re seeking our VIP Beauty services, we ask that you provide any medical diagnosis and insurance information for us to be able to help you best with medical billing services.
Where are you located?
Our Sereen Studio is located at 478 Main Street in the heart of Islip, NY on Long Island.
Do I have to wear a mask to my appointment? Is the Sereen Studio safe?
Sereen staff will wear masks but as a client you have the choice to do what makes you feel comfortable. Sereen follows guidelines to keep the studio clean and safe. We typically have one (1) appointment in the studio at a time, so you will most likely not come into contact with other clients. Sereen also offers virtual services if you are unable to visit us in person due to distance or health reasons. See next question for more info.
Does Sereen offer virtual appointments? I live in a different state or I can’t attend Sereen studio in-person.
At Sereen, we’re focused on making quality wigs accessible for all. That’s why we offer entirely virtual consultations and wig fittings. We’ll ship your wig to you anywhere in the U.S., and we even offer virtual coaching on wig application and ongoing care, once you receive it.
Do you color hair?
We offer help with basic color coverage on natural hair, bundles and wigs only. We do not offer custom coloring such as highlights, balayage, etc. on your natural hair, only on our bundles and custom wigs.
Do you cut kids’ hair?
We do not. Sereen offers a luxurious, spa-like experience for adults 18 and up.
How long does an appointment take?
Timing varies based on the service. For example, a typical appointment for sew-ins can last 2-3 hours, while microlinks can last up to 4 hours.
What forms of payment do you accept?
We accept cash, Apple Pay, and mobile pay from Zelle and Cashapp. Debit and credit cards are accepted from the following: Visa, Mastercard, American Express, Discover.
What if I’m running late?
We all run late from time to time. If you are running just a few minutes behind, please give us a quick call to update us on your status. After 30 minutes with no notification, the appointment is considered cancelled and your deposit is non-refundable. There are no exceptions.
What if I need to cancel an appointment?
You will not be charged if you cancel at least 24 hours before your appointment starts. Otherwise, your deposit is non-refundable. There are no exceptions.
Can I bring my child to my appointment?
We ask that you don’t bring children to the salon. At Sereen, we pride ourselves on offering intimate, spa-like sessions. We ask that you take this time at Sereen as a moment for yourself and please make other arrangements for your children.
Is gratuity included?
Gratuities are not included in our pricing and are accepted in cash or mobile payment. Tipping is optional, but if the service meets or exceeds your expectations it is definitely appreciated. The industry standard is 20% of your total service fee.
Are you hiring?
Sereen is growing and always looking for new talent. Please email us your resume and a brief introduction if you’re interested in joining our Sereen team.
Hair + Wig Services
How do I choose the right treatments and products?
We offer complimentary consultations, and can make recommendations to fit your unique personality and style. Whether you are looking to purchase a synthetic wig, or have specific needs for a custom design, we are always available to answer your questions and help create your perfect look.
Do I have to have a consultation?
Every first-time client with us has a complimentary consultation. From your wig style and color preferences to your medical treatment schedule, we understand your needs are unique and deserve compassion. We’ll take head measurements, schedule wig fittings, discuss your insurance info and review resources to help cover your costs. We are full of ideas and want to be sure you know all of your options.
Is the consultation free?
Yes. We offer a free, 30-minute consultation for all first-time hair services.
How long does it take to make a wig?
It typically takes 2 weeks to create a Sereen custom wig. It may take longer due to high demand. After your consultation, we’ll discuss the best timing for your custom experience.
If I order a custom wig and change my mind do I get a refund?
Unfortunately we cannot offer a refund on your purchase. Sereen custom orders are final. If you wish to return a synthetic retail wig, we offer store credit only.
Wig Maintenance
How often should I wash my wig?
We recommend washing your wig every 2-3 weeks. Sereen offers a variety of packages to maintain your wig with extra TLC.
Can I use regular hair products on my wig?
With a Sereen custom wig you may use regular hair products. We do not recommend using regular hair products on synthetic wigs. The Sereen team understands the techniques to extend the life of your wig, so please visit us for bi-monthly wig washes.
How do I store my wig?
Place it on a wig stand at night or neatly in a ziploc bag if not in use.
Can my wig be dyed or colored?
Yes, if it’s a Sereen custom wig. We cannot dye or color a synthetic wig.
Can I shower or swim in my wig?
We do not recommend swimming or showering in your wig, although with a Sereen custom wig it is doable.
Can I sleep in my wig?
One of the best perks of a wig life is taking it off at night and waking up with zero bedhead, glam and ready to go! For a synthetic wig, we highly suggest removing it before going to bed. You can sleep in a Sereen custom wig, but please remember that just like your hair, you will have to do daily wig maintenance if not wrapped properly while sleeping.
Can I cut the hair on my wig?
Yes. Please book our Wig Reshape service for a professional wig cut.
What are cushion bands and wig grippers?
These bands provide extra comfort and security for your scalp.
Do your wigs come pre-styled?
Yes. Our synthetic collection comes as purchased, and a Sereen custom wig is styled per your request.
Do I need a wig liner?
This is based on your preference.. The wig liner controls your hair under the wig for a better fit, but it’s not necessary.
Can I wear a wig if my head sweats a lot?
Yes. You can remove your wig daily as needed. We suggest visiting us every 2 weeks for maintenance and washing. Sereen offers a variety of packages to maintain your wig with extra TLC.
Insurance + Costs
Is Sereen an in-network provider?
Sereen is currently an out-of-network provider and we are able to use your out-of-network benefits if available. As the first hair studio to approach the healthcare and insurance industries in this manner, we have to kick down a few doors. However, we are working to become an in-network provider and make your process of getting a beautiful, affordable wig even easier.
Do I have to buy a wig to use Sereen insurance reimbursement services or get supportive information on medical hair loss?
No. Sereen staff are experts in navigating the healthcare industry and assisting with reimbursement if your insurance covers wigs. We offer these as nonprofit services.
Am I responsible for the cost if my insurance does not cover my wig?
Yes. Unfortunately we can only verify your insurance benefits, submit claims, and follow up with your insurance company. The insurance determines if they pay or not. We will document all correspondences and we will assist you with an appeal.
What if my insurance said they would cover my wig and then they don’t?
We will appeal with your insurance company one (1) time and provide all correspondence for your records.
How can I get help covering the cost of my wig?
Beyond our assistance with insurance coverage, you may be eligible for the Sereen Discount, local grants, and other financial support. As the Sereen Foundation grows, our goal is to give back as much as we can to offset costs. Currently, we can use your insurance and connect you to community organizations that may be able to assist with some of the wig cost. Please note: Even before discounts, our wigs cost about half the price of a typical wig manufacturer.
How long does it take the insurance to process the claim for reimbursement?
Please allow 30-90 days for the claim to process, as each insurance company’s processing time is different. If the claim is denied for any reason, please allow more time for us to appeal with your insurance.
Medical info
When will my hair fall out?
Everyone’s journey with chemotherapy is different, so talk with your oncologist about your specific treatment. Typically, hair begins to fall 1-2 weeks after your first treatment.
When should I cut my hair when I am starting chemo?
We recommend cutting your hair to a bob style 1 to 2 weeks prior to your first chemo treatment. This will allow you to take control of your medical hair loss and adjust to shorter hair before the changes that are out of your control begin. Your hair will slowly start to shed approximately 1 to 2 weeks after your first cycle of treatment. Then, 2 to 3 weeks into your treatment you will notice the hair begins uncontrollably falling. This is when we recommend you visit us for “The Cut,” our complimentary, spa-like head shave.
What info from my medical provider do I need to provide?
Sereen needs a medical script for a cranial hair prosthesis with your diagnosis code to help with your insurance claim and better understand your journey. Please upload this document with the DX code when you create an account for your free VIP Beauty consultation. You can also bring a copy to your consultation or have your medical provider fax it to us at 631-532-4333.
Sereen Foundation
How do my purchases at Sereen help people experiencing medical hair loss?
Sereen is truly a moment to forget everything else and focus on you, your style, and your needs – knowing that every dollar you spend is helping to pay it forward for others. That’s why 10% of all hair extension and bundle sales go toward providing the services, education and support for our VIP Beauties’ medical hair loss needs through the Sereen Foundation.
How do I donate to the Sereen Foundation?
Sereen Foundation is a not-for-profit organization with 501 (c)(3) status based in New York. We envision a world where women don’t have to suffer through hair loss and we work daily to uplift confidence inside and out by providing quality medical wigs to those who need it most. The funds we raise will be used to:
- Provide free medical wigs to those without medical insurance benefits
- Enhance our insurance service offerings
- Partner with salons around the country & expand the program to make quality wigs accessible for all
- Cover all operations expenses associated with implementation
MAKE A TAX-DEDUCTIBLE DONATION VIA PAYPAL HERE
TAX ID # 84-4792334
How do I partner with the Sereen Foundation?
Sereen Foundation would like to partner with local businesses, media and donors to fulfil our mission and achieve positive change for those affected by medical hair loss within our communities. We believe that beauty wins, and would like to partner with companies and brands that are aligned to our mission within the hair, beauty and medical industries. Please contact us at sereen@sereenhair.com or 631-820-0064 for more information.