Our commitment to you
We take great pride in the quality of every service and product. If something is not right, please tell us — we will do our very best to make it right.
Booking Deposits
All bookings require a deposit to confirm your appointment. Please note the following regarding deposit refunds:
- Cancellations made with less than 48 hours notice
- No-shows or failure to attend your appointment
- Rescheduling requested within 24 hours of your appointment time
If you cancel with more than 48 hours notice, your deposit may be transferred to a future booking at our discretion. Monetary refunds of deposits are issued on a case-by-case basis.
If you are unhappy with a service, please tell us before leaving the studio. We will assess the concern and, where appropriate, offer a correction, partial refund or goodwill gesture.
We are unable to offer refunds for completed services where the client was satisfied at the time, if a complaint is raised more than 48 hours after the appointment.
Product Returns
Due to the nature of hair and beauty products, we cannot accept returns on opened or used items for hygiene reasons.
- Unopened products may be returned within 14 days of purchase for a full refund
- Products must be in original, undamaged packaging
- Custom-made or personalised items are non-refundable
- Proof of purchase is required for all returns
- Return postage is the customer's responsibility unless the item is faulty
- Gift cards and promotional codes cannot be exchanged for cash
Faulty or Damaged Items
If you receive a product that is faulty or damaged in transit, please contact us within 48 hours of receipt with photographs of the damage. We will arrange a replacement or full refund, including return postage costs.
Processing Time
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are typically processed within 5–7 business days back to your original payment method.
We aim to respond to all refund enquiries within 2 business days. Please get in touch and we'll take care of you.