CANCELLATIONS & BOOKING FEES

Full payment is required in advance for all salon appointments and must be made before any service is carried out. We kindly ask that any cancellations or appointment changes are made at least 48 hours in advance. Cancellations or changes made within 48 hours of the appointment are not permitted, as we may be unable to fill the reserved appointment time at short notice. If an appointment is cancelled within this 48-hour period, full payment for the missed appointment will be required before any future appointments can be booked unless we managed to fill the appointment and rebook you in. Thank you for your understanding and for respecting our appointment policy.

 

LATE ARRIVALS

If you are running late, please let us know as soon as possible. We can usually accommodate a few minutes; however, as we may have clients booked immediately after your appointment, this is not always possible. If you arrive more than 20 minutes late, we may need to cancel or reschedule your appointment.

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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

Your satisfaction is extremely important to us, and we pride ourselves on providing a professional service to the highest standard. Although complaints are rare, we take any concerns seriously and will always do our best to resolve them fairly. If you are unhappy with any aspect of your service, please speak to a member of our team before leaving the salon or contact us as soon as possible afterwards. We will listen carefully to your concerns and may ask questions to help us fully understand the issue. We aim to resolve all complaints as promptly as possible and within 8 weeks. If you have already left the salon, please contact us before visiting another salon or having the service altered in any way. We must be given the opportunity to assess the original service and, where appropriate, rectify any concerns ourselves. If the service has been altered or corrected elsewhere before we have had the opportunity to assess it, we will be unable to offer a resolution.

 

PREPARATION

Correct preparation of your hair before having hair fitted is extremely important. Please colour your hair no later than 7 days before your appointment. On the morning of your fitting, wash your hair thoroughly with a clarifying shampoo only — do not use conditioner or any products. Your hair must be completely free from oils and product build-up. Please straighten from mid-length to ends, avoiding the root area. If your hair has not been prepared as advised, we may be unable to fit your hair and your appointment will need to be rescheduled, resulting in an additional fitting fee. Extensions may not adhere correctly to oily hair and can slip after fitting, for which we cannot accept responsibility. Where time allows, we can wash and blow-dry your hair before fitting for an additional charge.

 

REMOVALS

All hair extensions/hair systems must be professionally removed by us at the salon to help maintain the condition of your natural hair. Under no circumstances should you attempt to remove your hair yourself. Extensions/systems must also be removed within the recommended timeframe for the method fitted. We cannot accept responsibility for any damage caused by hair being worn beyond this period or removed by yourself, another salon or a third party. Please contact us to arrange your removal appointment within the advised timeframe.

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AFTERCARE PRODUCTS

We recommend using our sulphate and paraben-free aftercare products, specially formulated to help keep your hair extensions in the best possible condition. Also, each hair supplier provides their own aftercare range, specifically formulated for their hair, and we recommend using the products advised by your supplier for your chosen extensions. Using unsuitable products may cause dryness, slippage, bond deterioration or other damage. We cannot accept responsibility for issues caused by incorrect aftercare, and refunds cannot be offered where recommended products have not been used, as this is not covered by our supplier’s warranty.

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COLOUR CHOICE​

Please stay in our salon as long as you wish to pick your chosen colour. You can enjoy a drink and sit on the sofa while making your colour choice, helping to make the experience a pleasant and relaxing one. The client picks what colour hair extensions/system or wig they want in our salon. We do not choose the colour for you and can only provide recommendations on your closest match. We will  also provide recommendations on multiple colours to ensure you are aware of colours that will blend to perfection. The ultimate decision on colour choice is yours and no order will be processed until we receive this confirmation to make sure you have made an informed decision. The colour of your hair is your choice. We will never choose the colour for any client as there are far too many to choose from and we want to make sure the decision is the clients and they receive what they have pictured - their dream hair! ​

 

COLOURING OF YOUR EXTENSIONS

 Colouring, toning or bleaching your hair extensions is done entirely at your own risk and is not recommended. The use of hair colour, bleach, toners or silver/purple shampoo may affect the hair or bonds and will void the supplier’s warranty. We cannot accept responsibility for any damage, deterioration or colour results following these treatments. If you wish to colour your extensions, we strongly recommend a strand test first and using an experienced hair extension specialist - again at your own risk. We will not be held responsible for hair experimentation and cannot return hair to the supplier that has visibly been coloured. 

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AFTERCARE

All aftercare information is available on our website. If you are unable to access this or would prefer a more detailed printed copy, please ask a member of our salon team, who will be happy to show you where they are located in the salon.

 

COLOURING YOUR NATURAL HAIR AFTER A COLOUR MATCH

Once your colour match has been completed and your hair ordered, please do not alter your natural hair colour before fitting. If your colour is changed, you will be responsible for any additional costs involved in exchanging or reordering the hair (£4-12) Made-to-order hair cannot be refunded, and new hair will need to be purchased to match your new colour. However, we would help you to sell the hair in our salon so you are not out of pocket then exchange the hair for your new colour. 

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SLIPPED EXTENSIONS

Our salon is not known for slipped hair extensions. This includes nano rings, weaves, tapes or systems. Ladies who choose nano hair extensions should expect to lose just a few strands 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 that slipped and we will refit 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 the hair just because it has slipped from your natural hair and needs to be re-fitted. 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. No refunds are also given if your hair extensions or system simply “itches.” Something foreign has been added to your hair that can aggravate your scalp. We can however recommend a cream to stop the itch.

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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 or scratch it 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 - especially the hair treatment. Full aftercare is provided for systems on the website. ​

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FITTING INFORMATION

​Every Supplier provides different packs of hair in different grams or different strands which we do not get to choose so here is a brief explanation of what you can expect: 

Wefts: Wefts come in standard pack sizes of 50 grams, so should increase by 50 grams

per head (half, 3/4, full, extra full). However, this can vary per supplier, as some suppliers can sell in 40-60 gram bundles. Please check your preferred supplier for exact pack sizes.

Nano Rings: Pack sizes usually come in packs of 20 strands or 25 strands. Our standard 3/4 head would therefore always be 100 strands. A full head can vary as chosen by you on our price list but as standard a full head is up to 150 strands. At some suppliers the pack size is 20 strands so you will receive 140 or 160 strands as a full head dependant upon what you choose. An extra full will be 1-2 pack sizes more again dependant upon what you choose to buy in the salon. You can add as many packs as you want and can contact us for a price or view it in our price list located in the salon. A extremely detailed price list per supplier 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.

Hair Integration: A standard parting will weigh between 90-110 grams although again they differ per supplier. 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 but we can get any brand you choose. 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.

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STRANDS VS GRAM

​As a salon we do not skimp on “grams”. We can only provide recommendations on what hair we believe is perfect for you but ultimately it is up to you to choose your preferred supplier and how many grams you want. At our salon we can offer any thickness or any gram - you can choose. However here is a detailed explanation written in our salon of how you are not being “ripped off” if a supplier sells less gram than you were expecting.  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 extension 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, sells strands of hair at only 0.5-0.8 gram per strand, yet they are thicker than strands of hair from other suppliers that 'weigh' 1.0 gram per strand. This would therefore put less tension on the natural hair but still provide ultimate thickness. 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. Our salon will ALWAYS produce our price lists selling in strands, NOT gram (but will disclose gram per strand for every supplier we have on our price list).

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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 the 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 was initially anticipated and it will be up to the client to achieve the chosen look when fitting hair in an entirely different colour as per the client's request. 

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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 cannot be held responsible for any damage/deterioration of your extensions while you're on holiday. We do advise you to 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). A Malibu sachet should be taken on holiday with you but can also be used upon your return to aid with colour removal. 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. No refund will also be given if you have chose not to return the hair when the problem were identified.

 

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”

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HOME APPOINTMENTS​

We do not recommend 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, children fighting, 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 to us at home. 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. No refunds are given for home appointments. 

 

CCTV

CCTV is in operation in our salon for safety and security purposes. Please request a private fitting in advance should you wish to opt out of video/audio recording. We regularly capture content for social media; however, you can request to be excluded at any time and we would always ask for consent prior to posting incase you later decide you would prefer to be excluded. Hair system and wig fittings will never be used for social media without your prior consent. CCTV will continue to operate for safety and security purposes.

 

CONSIDERATION BEFORE BOOKING

Hair extensions are a luxury service and a financial commitment, so we kindly ask that you consider your personal and financial circumstances carefully before booking. While we understand that circumstances can change unexpectedly, we are unable to offer refunds on hair that cannot be maintained due to changes in financial, personal circumstances or family illnesses.

 

NONE PAYMENT/THEFT

None payment or theft will not be tolerated 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. 

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