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CANCELLATIONS & BOOKING FEES
Full payment is taken up front in our salon before any service is carried out.
No cancellations or changes are allowed within 2 days of the appointment.
LATENESS
Please let us know if you are going to be late for your appointment,, we can usually allow for a few minutes, however we may have clients after your appointment. So if you are more than 20 minutes late, we may have cancel your appointment.
FITTED HAIR EXTENSION RETURNS
You have 28 DAYS from the date of purchase (due to hair being a consumable item) to return your hair extensions to the supplier. Please allow enough time to allow for return as no returns will be considered by the supplier after this date.
COMPLAINTS AND FEEDBACK
Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business so we aim to deliver the highest standards in everything we do. Complaints are rare but we take them very seriously, so we have a complaints policy and process which we follow to make sure that things are put right where needed and we can learn from your feedback.
If you are not happy with the service you receive, please tell a member of staff either before you leave the salon, or as soon as possible once you have left. We will listen to your feedback and ask any necessary questions to understand your complaint, we aim to resolve any complaints within 8 weeks. If you have already left the salon, do not go to another salon as we have the right to see exactly what the service or treatment you have received from us, looks like. If you alter your service/treatment elsewhere, we will not be able to rectify any problems and will be unable to offer any sort of resolution.
PREPARATION
Preparation of your hair before having hair extensions fitted is extremely important. Please colour your hair up to 7 days before the application and wash your hair thoroughly on the morning of your fitting using a clarifying shampoo and no conditioner to ensure no excess oils or product build-up in your natural hair. Straighten from mid length to the ends avoiding the root section.
If your hair has not been washed correctly as advised and your hair is not oil free, we may not be able to fit your extensions and a new appointment will have to be made, resulting in the loss of deposit. This is very important as extensions will not adhere correctly to oily hair and may slip out after fitting, which we cannot be held responsible for. If we have time, we will wash and blow dry, which will be a chargeable fee
REMOVALS
You are required to return to the salon to have your extensions removed by us to ensure your natural hair stays in good condition; no responsibility will be accepted for any damages if extensions are removed by yourself, another salon or third party. You should under no circumstances remove any hair yourself! We also require you to have your extensions taken out in the correct timescale given for the method you have fitted. No responsibility will be accepted for any damage caused beyond the recommended removal period or damage caused by removing hair yourself..
AFTERCARE PRODUCTS
We recommend using our products which are specially designed for hair extensions. Our products are all sulphate and paraben-free and work very well to keep your extensions in tip top condition. Failure to use these products could result in your hair extensions drying out/problems arising with slippage, bonds crumbling or deteriorating your extensions. We will not be responsible for any of the above and no refunds will be given if hair is faulty as we are not covered by our supplier.
COLOURING OF YOUR EXTENSIONS
Colouring of your hair extensions is at your own risk. No responsibility is accepted for deterioration of your extensions, hair or bonds if you colour them. A hair extension/system/wig specialist can be used and arranged by us.
Silver shampoo, toners, hair colour and bleach VOIDS your warranty at every hair extension company throughout the UK and is used at client’s own risk. A patch test is recommended if clients wish to use any of the above to test the strength of the dye and a fully trained stylist should be used with ample experience in colouring hair extensions/ partings, systems or wigs. Can you dye your hair? We cannot prevent you from doing this and its common for hair to dye successfully over and over again. But does it void your warranty? Yes. We will not be held responsible for hair experimentation.
AFTERCARE
Aftercare is made available on our website only. If you are unable to access the website due to a medical condition/ personal preference or illness and require a print out please ask in salon as we do have a printer available behind the cash desk.
COLOURING YOUR NATURAL HAIR AFTER A COLOUR MATCH
If you have altered your natural hair colour after your colour match has been carried out and hair has been ordered, you will be liable for additional costs incurred, such as exchanging hair or if hair can not be returned due to returning policies paying full amount of hair. With some ranges, the hair is ordered specifically for your colour match and is non-refundable. You will then need to order new hair to match your new colour and will not be given a refund or exchange on the original batch.
SLIPPED EXTENSIONS
Our salon is not known for slipped hair extensions and you should expect to lose just a few extensions from one maintenance appointment to the next with most of our ladies not even losing one! Slipped extensions can happen if you are not following the correct aftercare or if there is an issue with your hair. Please keep your hair extensions and we will replace them free of charge within a 1-2 week period. Please return to the salon in the first instance and we will add extra security to keep your hair extensions in place. We do not give refunds for slipped hair extensions! We also do not refund lost hair or hair you have chosen to put in the bin!!
SERVICES BY OTHERS
If you have your extensions cut/topped up/removed or refitted by anyone other than our salon, no responsibility will be accepted for problems arising.
ADVERSE REACTION
Very rarely, despite a completely faultless application, should you experience an allergic reaction to the extensions, your head becomes very sensitive/painful or you feel you are simply not coping with your extensions, you will be required to come into the salon urgently so we can check and advise what to do next. If this is removal, extensions will be removed free of charge. These types of reaction happen extremely quickly, not a few months after problem-free extension wear. No refunds are given for a sensitive scalp/adverse reaction.
HAIR LOSS SYTEMS/HAIR INTEGRATION SYSTEMS/CLOSURES
Please let us know of any faults with the system within 48 hours. We have 28 days to return the system back to the supplier but a faulty system will show signs in the first 48 hours. Systems WILL NOT be refunded due to incorrect aftercare (bald spots, bleach damage or matting at the base) . Each hair is HAND TIED. If you are rough with your system and it goes bald this is an aftercare issue and is not a manufacturing fault. We have yet to date never had this happen before with most ladies systems lasting between 9 months to 2 years. Systems can be dyed at the Clients own risk! Depending on the hairdressers level of expertise you are at risk of loosing hair as hair dye will seep into the knot, causing the knot to loosen and the hairs will fall out leaving only the net showing. A dry/frizzy hair system just needs oiling. You should oil your system when wet and again when dry the exact same as hair extensions but please avoid putting oil on the root. Ladies choosing to glue, root (add a root using hair dye) or add products to the root area immediately voids your warranty with the supplier as this can cause the hand tied knots to loosen. Do not back comb your system. Any matting at the crown (back of the head) is caused by incorrect aftercare. A hard raised rectangle will develop at the back of the head which will need removing with a comb. This would be considered a brushing issue by the supplier. Systems are very easy to take care of if you use the products recommended in our aftercare section - and especially the hair treatment.
ADVERSE REACTION
Very rarely, despite a completely faultless application, should you experience an allergic reaction to the extensions, your head becomes very sensitive/painful or you feel you are simply not coping with your extensions, you will be required to come into the salon urgently so we can check and advise what to do next. If this is removal, extensions will be removed free of charge. These types of reaction happen extremely quickly, not a few months after problem-free extension wear. No refunds are given for a sensitive scalp/adverse reaction.
FITTING INFORMATION
Wefts: Wefts come in standard pack sizes of 50 grams so should increase by 50 gram per head (half, 3/4, full, extra full). This can vary per supplier as some suppliers can sell in 40-60gram bundles. Please check your preferred supplier for exact pack sizes.
Nano Rings: Pack sizes come in packs of 20 strands or 25 strands. Our standard 3/4 head would therefore always be 100 strands. A full head as standard is up to 150 strands but if the pack size is 20 strands you will receive 140 strands. An extra full will be one pack size more of 160-175 strands. You can add as many packs as you want and can contact us for a price. A more detailed price list is available in the salon.
Tape Extensions: Tape extensions come in pack sizes of 20 grams or 25 grams. This can differ per supplier so please check your preferred supplier. Tape extensions follow the same fitting amount as nano rings above. You can add as many packs as you want and can contact us for a price. A more detailed price list is available in the salon.
Hair Integration: A standard parting will weigh between 90-110 gram. You can then add rows in 50 gram bundles. A small system would be a parting plus one 50 gram row. A medium would be a parting plus two 50 gram rows. A large would be a parting plus three 50 gram rows. Extra Large would be a parting plus four 50 gram rows.
Suppliers: Our preferred suppliers are listed on our price list. In general we try to offer well known brands where customers can check the reviews and their social media. If you are on a budget please contact us and we can definitely help perform a search for a cost effective supplier, payment plans or you can bring your own hair!
STRANDS VS GRAM
At our salon we can offer any thickness or any gram - you can choose! However, we are a hair loss salon so our preference would be to choose the THICKEST STRANDS of hair extensions - rather than the heaviest! The top hair extensions suppliers in the UK focus on producing the thickest strands so the natural hair can grow to its full potential without the weight dragging on the natural hair. We therefore offer every gram of hair extensions but would always recommend you choose hair based on the thickness of strands rather than the weight because we are focused on growing the natural hair back. For example, one of the best brands in the world Remi Cachet sell strands of hair at only 0.5-0.8 gram per strand but yet they are thicker than strands of hair from other suppliers that 'weigh' 1.0 gram!! We have spent a lot of time choosing our suppliers to make sure each strand is super thick yet allows for optimum hair growth. Please speak to your hair extension technician with your preference of gram, strand thickness or brand. Please remember the heaviest hair will not be the thickest! :0) Our salon will ALWAYS produce our price lists selling in strands NOT gram.
BALAYAGE HAIR EXTENSIONS OR FITTING HAIR OF A DIFFERENT COLOUR
On some occasions clients will request their new hair fitting in an entirely different colour to their natural hair and bring in a picture of their chosen colour. If this is a case you do need to be aware that fitting hair in an entirely different colour will not blend under any circumstances! Some people will fall lucky and will achieve a blended look due to the length of their natural hair but a high percentage of clients will have to attend the hairdressers for the ends of their natural hair 'tipping' so it matches their chosen colour. We one million percent want to help you achieve your finished look but please note that sometimes achieving such drastic changes can take a little more work than were initially anticipated and it will be up to the Client to achieve the chosen ook when fitting hair in an entirely different colour as per the Client request.
QUALITY ISSUES
You have 28 DAYS from the date of fitting (due to hair being a consumable item) to return your hair extensions to the supplier. Please allow enough time to allow for return as no returns will be considered by the supplier after this date.
If, for whatever reason, you feel there is a problem with the quality of your extensions – which can happen on rare occasions as hair is an organic product (you will notice this within one week) – you need to make us aware of the problem urgently. We will need you to come into the salon so we can check your hair. All hair will be removed and sent back to the supplier for further testing, Provided all of the aftercare advice and products have been used. Should a fault be found with the hair, we will refit and replace your hair free of charge.
Please note:
1. We cannot specify how long the supplier will take to test the hair.
2. We will provide a refund the same day the supplier provides us with the refund.
3. Clients who swear, threaten legal action, send nasty texts or raise cases via external parties against us to try and get their money back quicker will be removed from our client base! We will ALWAYS sort your problem by doing what is fair. We 1000% know what is the RIGHT and DECENT thing to do. We do not need to be sworn at because your hair has had two weeks swimming in salt water in the Caribbean and is now a bit crispy and just needs a malibu chlorine sachet! We will do the CORRECT and DECENT thing to do on a case by case basis!
HOLIDAY HAIR
We can not be held responsible for any damage/deterioration of your extensions while you’re on holiday. We do advise you go on holiday with an old set of extensions to prevent your new hair drying out in hot climates. Very rarely, with blonde extensions, the hair can turn an orange colour. This is caused by some hotels having very hard water, which has a high oxide content and results in the blonde hair changing colour. We sell Malibu hard water sachets which pull out the orange and return the hair back to normal (this happens on only a small amount of clients and so far in our salon we have only had a few strands turn orange at a water park but it is best to be safe than sorry!). Please understand the risks before deciding on your new set if you’re going on holiday.
ANY PROBLEMS ARISING
Should a problem arise, you must come into the salon within 48 hours of the issue arising to allow us to have a look in person and rectify any issues. It is extremely important that all clients are satisfied and happy and I will do my utmost to resolve any problems. No refund will be given if a visit has not been arranged within 48 hours so we can look at the hair, or if the problem has arisen due to another salon or third party.
KLARNA
“In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice”
HOME APPOINTMENTS
We do not recommed a home appointment in any case!!!! We are prepared to offer a home appointment in an emergency or under exceptional circumstances as with experience we know you will not receive the same service as you would in the salon. This is due to poor lighting at home, distractions, trying to fit hair around an awkward chair or off the back of a sofa and due to the many tools available to us in the salon not being available!! It is also unfair for staff attending home appointments with poor lighting to then have to take time out for redo work after being begged to do a home appointment :0)
NONE PAYMENT/THEFT
None payment or theft will not be tollerated in any case. You will be contacted in the first instance to arrange payment. If payment requests are unsuccessful a police report will be filed where necessary and funds claimed back through professional services including small claims court, debt collection or through invoicing and unpaid invoicing software.
Note: From 01/10/2021 when we were robbed all payments will be taken up front before any services are performed.