Frequently Asked Questions
Every day we focus on creating gorgeous colours for our clients, while maintaining the best possible hair condition.
We are experienced senior hairdressers / colourists who are passionate about the latest hair colour trends, are trained using the industry’s best professional colouring products and techniques.
With so much experience in hair colouring and repair, we have come to know that there are some common questions we get from clients considering colour services with us and there are some important things you should know when it comes to professional colour services and major colour changes and correction.
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HOW MUCH NOTICE TO I NEED TO GIVE FOR A BOOKING REQUEST?
After your first visit we will offer you the opportunity to book in advance so that you will not have to wait in the future for a booking. You can also be asked to be put on our waitlist and we will always call you if you need an urgent booking.
LAST MINUTE AVAILABILITY – If you are flexible with your time, we can sometimes find one or two spots free during the week due to rescheduling.
For immediate response please call us on 0417 023 928
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DO I NEED TO CONFIRM MY BOOKING WITH A DEPOSIT?
Yes, all bookings need to be confirmed with a $50 deposit prior to your service. You may pay the deposit over the phone with a credit / debit card, online via Paypal or in person at the salon.
Our appointments take multiple hours, each colourist only has space to do 2 – 3 clients a day and so we tend to have a wait list. As our availability is limited, we can only hold a tentative booking for 1 day, after that time any bookings that are left unconfirmed, we will either call or sms to remind you to confirm your appointment with a deposit. If we are unable to get a hold of you after several attempts, we will offer the time to our wait list clients.
Your deposit will be fully credited to your service on the day, or is fully refundable when more than 48 hrs notice is provided to either reschedule or cancel an appointment.
Please note that if less than 48 hours notice is given, then you will lose your $50 deposit.
DEPOSIT TERMS & CONDITIONS
We understand the difficulty involved in attending appointments occasionally. Please respect our time as we dedicate multiple hours for most bookings. Clients that cancel at the last minute or that are late (resulting in rescheduling) may be required to pay a $150 deposit for their next appointment.
To avoid losing your $50 deposit when making a cancellation, we require that all clients notify us 48 hours before the scheduled appointment.
CANCELLING AFTER HOURS
If cancellations are made after 5pm by voicemail or SMS, the notice period will start at 9am the next morning. If this falls within the 48 hr cancellation period your deposit will be forfeited and classed as a cancellation ‘fee’.
Please note there is no one attending calls/emails after hours, hence contact must be made by speaking with reception before the end of the working day. This is because it is not often possible to fill appointments on such short notice.
ARRIVING LATE
If you are more than 15 minutes late for your booking, we may not be able to perform your complete service or may need to re-book as it can affect other client bookings. If you are more than 15 minutes late and your service needs to be rescheduled your deposit will be forfeited and you will be required to pay a new deposit to secure your rescheduled session.
While we do our best to accommodate last minute changes, if we are fully booked with clients, unfortunately we may be unable to go ahead with a booking.
SAME DAY CANCELLATIONS & NO-SHOWS
Same day cancellations (less than 24 hours notice) or No-Shows will be charged 50% of the service booked and will be required to pay a $150 deposit to confirm a future appointment.
REFUNDS & RE-DOS
We want all our clients to love their hair, so we spend time at the beginning of each appointment with a custom colour consultation to ensure we understand your desired colour, coupled with a realistic and honest appraisal of how and if that can be achieved in the current service or if it will be a journey requiring multiple visits.
We do not offer refunds on hair services, but if you are not absolutely in love with your hair we are happy to re-address any issues (within 7 days). Its not an uncomfortable experience, we want our clients to be happy and love their hair!
However, if you decide to change your mind on the colour we originally consulted with you, this is not classed as a ‘re-do’ and any changes will be charged.
We do not refund retail products unless they are unopened and unused.
Please note that our prices on our website are a guide and can change without notice. We are able to provide exact quotes when we provide in person consultations either by popping into our salon or during your consultation before we start your hair service.
DO YOU GUARANTEE YOUR WORK?
Absolutely, We 100% guarantee any colour that was agreed upon during the consultation.
It’s rare but sometimes colours don’t take as initially planned due to your unique hair structure and history – all of these things can be taken care of easily and we want to know about it. Remember we are working with hair, chemicals and many external factors that can influence colour.
Because of unknown variables like colour build up or natural hair resistances, there may be the odd time that a colour will not turn out the way we want it to and we may need to adjust your colour formula to get you the results you desire.
Our intention is always to create the best colour possible for you. We love what we do and if you aren’t happy, we aren’t happy. We will always accept your feedback with gratitude and appreciation that you give us the opportunity to re-book you.
We just ask that if you have any issues to let us know within 7 DAYS.
Also if you booked in with a goal colour of blonde and your colourist committed to only be able to achieve a warm blonde for example due to hair safety, then we do not consider this a fault of the colourist.
You will be given the option to proceed on the day or cancel your booking if you prefer to stay your current colour. Please discuss with your stylist at the time of consultation any home hair care products that you use.
Any products containing sulphates and silicones will void your hair colour warranty, as they will cause the colour to simply wash out in a short amount of time or prevent any colour from being penetrated.
We will provide some tips and products on how best to maintain your colour at home.
CAN YOU GIVE ME A QUOTE OVER THE PHONE?
While we can give you a general estimate over the phone or by email, because everyone’s hair varies greatly when it comes to colour (due to your own unique natural colour, length and texture, lifestyle and hair history) we are only able to provide exact quotes when we can evaluate your hair in person.
We do offer complimentary in-person consultations so you can find out your options and get an exact quote before you commit to a service.
DO I NEED TO COME IN FOR A CONSULTATION PRIOR TO MY BOOKING?
If it is your first visit to our hair salons, and you need an exact quote, then we recommend that you come in for a consultation prior to booking.
This way we can assess hair condition, discuss your hair colour history & colour build up, determine which colour service will give you the desired look, assess time required for booking, perform patch and strand tests and also give you an exact quote.
We do understand that many of our clients travel from a long distance and this isn’t possible. You can also privately message pictures to our Facebook page of your hair now, colour history, condition and a few goal colours.
This will give us a better understanding of what you are trying to achieve and we can then try and book for the correct allocated time. If we have not seen your hair in person, we can only give a price guide and will give you an exact quote after your in salon consultation before we begin any work on the day of your booking.
Please bear in mind that if we have not seen your hair prior to your visit and we find that you will need a major colour correction first or your hair is too damaged we may need to rebook you and not perform any service on that day.
Our hairdresser colourists can only makeover your hair if they have booked out enough time for your appointment, and if your hair condition is strong enough to receive the chemical colour service you are desiring.
Sometimes pictures are deceiving and a 3-hour booking may need to end up a 5-hour booking. Our colourists will always provide you with an honest assessment and it is our salons policy that we will not start a service that we cannot finish in the time booked, we will not rush or give you a result that you won’t be happy with.
It will always end up in disappointment so rather than leave with unhappy hair we will rebook you for another time suitable to you, or if you hair is too damaged to do a chemical colour service on we will offer you our intensive professional hair repair treatments instead.
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HOW LONG WILL MY COLOUR APPOINTMENT BE?
A typical colour service is around 3 – 4 hours that includes enough time for a consultation, colour application, toning and styling.
The professional colour work we do is both precise and creative and because we are doing advanced techniques they tend to take longer than what you may be used to at your local hair salon.
Please keep in mind that any major colour changes (dark-light or colour corrections) will usually need more time or several appointments to achieve your desired look gradually and healthily.
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WHO WILL BE COLOURING MY HAIR?
We only ever have fully qualified colourists apply colour. All our colourists have been trained in the same techniques and all are senior professionals with specialist colour training.
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WHAT IS COLOUR BUILD UP AND HOW DOES IT AFFECT THE DESIRED RESULT DURING MY FIRST VISIT?
Colour build up is any type of colour that has been put in your hair at any stage, even if you can no longer ‘see’ it.
Unless the hair is 100% grown out, you will most likely have old colour left which affects the type of result that you would like to achieve. Colour build up can cause banding, patchiness and colour unevenness.
We often get asked from clients if they can achieve blonde in their first visit -
This depends heavily on two things – your current hair colour and colour build up.
Once you have colour build up it can take a long time to remove – especially red or dark tones (browns and blacks).
If you hair is very dark it’s usual that you will need to persevere through a warmer stage where you will see red, copper, orange, brass tones before you can get to blonde. This could mean multiple lightening sessions – usually it takes between 3 – 4 sessions spaced 8 weeks apart so that the hair doesn’t break from chemical stresses put on it from the lightning process.
In some cases it can take a year to completely achieve your goal colour, it all depends on how fast your hair lightens up and how easily any colour build up can be removed. We will usually know after the first colour correction session a basic timeline for you.
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