Help Centre
Find answers to common questions about education, enrolment, professional tools, digital resources and support.
Education
Course access, certifications and
learning.
How do I access my course?
Access is provided immediately after purchase. You'll receive an email with instructions to log into your account and begin learning. If you don't receive your access email, please check your spam folder or contact us for assistance.
Are the programs self-paced?
Yes. All education is self-paced, allowing you to complete the lessons according to your own schedule. You can pause and return whenever it suits you.
How long do I have access?
Unless otherwise stated on the product page, enrolment includes lifetime access to the online curriculum, including future updates made to the course.
How do I become certified?
Complete all required lessons before booking your included private certification review and Q&A session. Once the required competencies have been demonstrated, your certification will be issued.
Can I book additional 1:1 support?
Yes. Additional private sessions can be booked at any stage if you would like personalised guidance, technical support or business coaching beyond the included certification session.
Do I need previous extension experience?
No. Our education is designed to support both new and experienced extension artists. Beginners can build a strong foundation, while established professionals can refine their systems and expand their technical knowledge.
Orders
Purchases, downloads and
invoices.
How do I access my downloads?
Digital products become available immediately after purchase. You can access them from your order confirmation email or by logging into your account and viewing your order history.
I haven't received my order.
Order confirmations are sent automatically after purchase. If you can't find your email, please check your spam or junk folder. If it's still missing, contact us and we'll help you locate your order.
Can I download my files more than once?
Yes. You can re-download your purchased digital resources whenever you need them by accessing your account or using the original download link provided with your order.
Can I update my order after purchasing?
If your order has not yet been fulfilled, we'll do our best to assist. Because many of our products provide immediate digital access, changes may not always be possible.
Where can I find my invoice?
Your invoice is included with your order confirmation email and is also available from your customer account under your order history.
Can I transfer my purchase to someone else?
No. Purchases are licensed to the original purchaser and cannot be transferred, shared or resold unless otherwise stated.
Digital Resrouces
Downloads, templates and professional resources.
What are Professional Tools?
Professional Tools are digital resources designed to support your consultation process, pricing, placement planning and day-to-day client workflow.
How will I receive my tools?
All Professional Tools are delivered digitally. Once your purchase is complete, you'll receive immediate access to download your files.
What devices can I use them on?
Most resources can be viewed on a computer, tablet or smartphone. Editable files should be opened using the recommended software listed on the product page.
Can I print the resources?
Yes. Many tools are designed to be printed for salon use, while others can be completed digitally depending on your workflow.
Are the tools suitable for all extension methods?
Each product page lists exactly which extension methods are supported. Some tools are universal, while others are designed for specific methods such as Tape-In, Nano Bead or I-Tip.
Will my tools be updated?
Where applicable, improvements and updated versions are provided at no additional cost. If a product includes future updates, this will be clearly stated on the product page.
Policies
Refunds, privacy and
terms.
What is your refund policy?
Because our education and digital products provide immediate access after purchase, all sales are final unless otherwise stated. Please review the Refund Policy before completing your purchase.
How is my personal information used?
Your personal information is used to process orders, provide access to your purchases and communicate important updates. For full details, please review our Privacy Policy.
Are my payments secure?
Yes. All payments are processed through Shopify's secure checkout using encrypted payment technology. The Strand Room does not store your full payment information.
Can I share or resell purchased content?
No. All educational content, downloads and resources are licensed to the original purchaser only. Sharing, copying or reselling any materials is prohibited.
Do your terms apply to all purchases?
Yes. By purchasing any product or enrolling in any program, you agree to The Strand Room's Terms of Service, Privacy Policy and Refund Policy.
Where can I read your policies?
Our Refund Policy, Privacy Policy and Terms of Service are available at the bottom of every page and can also be accessed through this Help Centre.
Still Need Help?
Can’t find what you’re looking for? Send us a message and we’ll respond within 1–2 business days.