Frequently Asked Questions

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Frequently Asked Questions ∙

What to Expect

  • A head spa is a slow, intentional treatment centered entirely on your scalp, blending cleansing, warm steam, and extended massage to create a deeply restorative experience. Think of it less as an appointment, and more as a peaceful escape from the everyday.

  • Your relaxation begins the moment you arrive. We ask that you come about 10 minutes early so we can welcome you properly and begin with your consultation, which allows us to tailor your ritual specifically to you. From there, all you need to do is settle in and let us take care of the rest.

  • Please wear whatever feels most comfortable to you; there is no dress code. If you'd like to change before your ritual, we're happy to provide a robe, slippers, and a private changing area, so you can settle in exactly as you'd like.

  • Unfortunately, we're unable to perform head spa rituals while hair extensions are in place. We'd be glad to care for your scalp before your extensions are installed, after they've been removed, or in between installs, so your scalp feels refreshed and ready. If you're unsure whether your hair qualifies, please reach out before booking and we're happy to help.

  • Yes. Because each appointment is reserved especially for you, and we currently offer one treatment room, we kindly recommend booking in advance, especially for weekend visits.

Scalp Care & Products

  • Not quite. Our rituals are designed for relaxation and wellness rather than as medical or corrective treatments. If you're managing a specific scalp or skin concern, we're glad to care for you here, and we'd also gently encourage a visit with a dermatologist.

  • Every 60- to 90-minute ritual includes a complimentary scalp analysis. Using a gentle imaging device, we take a closer look at your scalp so that your ritual, and any products we recommend, are chosen thoughtfully and specifically for you.

  • Our scalp analysis is intended purely for education and personalization, not diagnosis. If you're managing a specific scalp or skin concern, we recommend seeing a dermatologist alongside enjoying your time with us.

  • We proudly use Natulique, a sustainable, certified organic hair and scalp care line available exclusively through salons. These products will be available for purchase, and you'll receive information on any products recommended and used during your ritual.

  • Yes, genuinely so. We use chemical- and dye-free detergents on all of our linens (bleach excepted, as it's required by law), work with all-natural, certified organic products, and recycle wherever we're able. Caring for our guests and caring for the environment go hand in hand for us.

Booking, Cancellations & Policies

  • We understand that plans can change, and we simply ask for the courtesy of at least 24 hours' notice to cancel or reschedule at no charge. Appointments cancelled with less notice, same-day, or missed altogether are subject to a fee. You'll find our full cancellation, deposit, and health & safety policies on our Book Now page, since we want you to feel fully informed before reserving your time with us.

  • We understand that life happens, and we'll always do our best to give you your complete experience. That said, arrivals more than 15 minutes late may require us to shorten or reschedule your service, so we can stay on time for the guest after you. Please see our full Guest Policies for details.

  • A valid card may be required to reserve your appointment, and a deposit may be requested for certain services, new guests, or extended treatments. Please know that providing a card does not mean you'll be charged; it simply protects your reservation, and is only used when a fee applies.

  • To help preserve the calm, private atmosphere we've created, we kindly ask that guests arrive alone whenever possible. One accompanying adult may join when necessary. For everyone's safety, children who are not receiving a service should not be left unattended in the treatment area.

  • Guests under 18 will need a parent or legal guardian's consent, and depending on the service, a guardian may need to remain on-site. If you're ever unsure whether a service is right for a younger guest, please reach out before booking; we're happy to help.

  • Never expected, always appreciated. If you'd like to leave a gratuity for exceptional care, it can simply be added at checkout.

Memberships & Gift Cards

  • We do. Our Monthly Ritual Membership includes one Signature Ritual each month, 15% off any additional visits, and priority booking: a lovely way to make renewal part of your regular rhythm. Membership appointments follow the same 24-hour cancellation courtesy as any other visit.

  • Yes, and we love when guests share Willow & Water with someone they care about. Gift cards can be used toward any ritual, though please note that gift cards and memberships are not redeemable for cash except where required by law.

Have a question we haven't answered here?
Please don't hesitate to reach out. We're always happy to help before your visit.