Question 1

24-HOUR BOOKING AND CANCELLATION POLICY

Accepted Answer

We generally require a 50% deposit paid online or at the salon which will go towards your appointment. This is to secure booking and refundable. Also can be credited towards to next appointment if you need to reschedule.
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 • No-shows and last-minute cancellations are non-refundable. Note that 24hr cancellation policy still applies.
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 • Please plan to arrive 15 minutes prior to your schedule.
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 • If it is within 24 hours and you cannot attend your appointment, you may either send a friend or family member to take your slot or forfeit your deposit.
 
 • If you also need to use the bathroom or remove makeup/clean your lashes, arriving early will allow us to make full use of your scheduled appointment time and avoid delaying the next client.
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 • If you are running late, we will try to accommodate you the best we can but we may not be able to perform the full service, and standard fees will still apply.
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 • Cancellations must be made a working day in advance and messages left on Sundays or public holidays will only be regarded as lodged the morning of the next business day.
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 • Confirming your appointment will be seen as an acknowledgment of our cancellation policy.

Question 2

PRICING

Accepted Answer

• Prices of services, products and other charges are displayed on pricelist on the website or at the salon.

• These prices are subject to variation at different seasons and may change without notice.

• All prices are inclusive of GST.

Question 3

GIFT CARD / VOUCHER TERMS OF USE

Accepted Answer

• No cash advances: You cannot obtain any cash advance with your Gift Card or redeem your Gift Card for cash.
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 • Validity and expiry of Gift Cards: We are not liable to redeem any Gift Card that is presented for redemption after the expiry date.
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 • Lost or stolen Gift Cards: Treat your Gift Card like cash. Lost or stolen cards will not be replaced or refunded.
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 • Gift Cards cannot be cancelled: You cannot cancel your Gift Card.
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 • Your Gift Card, your responsibility: You are responsible for the use and safety of your Gift Card.

Question 4

ADDITIONAL POLICIES

Accepted Answer

• If your nails become scratched or mis-shaped we will fix them if you notify the salon at which you received the service within 24 hours of the service.
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 • You must arrange an appointment to have your nails fixed within 7 days after your initial service.
 
 • We will not be responsible for any breaking, lifting or infected nails.
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 • Re-fills over the prescribed maximum 2-3 weeks period will be charged an extra fee.
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 • If you damage the original design a charge will apply for repairs.
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 • We will not offer any refund or credit note because you have simply changed your mind.
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 • We will re do any service at no cost to you if you are unsatisfied with the quality of the work we do, provided that you tell us immediately after we have performed the service that you are unhappy with the quality of the work.
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 • As soon as you have walked out the salon door that means you have accepted and are happy with the service provided to your nails.
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 • We will charge you for the costs of any repairs or replacements that we have to carry out because of damage that you have caused.
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 • For example due to your own lack of care your nails, or the finish to your nails, they are damaged (in that they are broken, chipped or start to lift).
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 • If we do not perform treatments or services to meet your expectations, please contact the salon within 48 hours of your treatment so that we can assist you with any of your concerns as quickly as possible.​
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 • Although the possibility is low, reactions towards eyelash extensions may occur at any time to anyone at no fault of the lash technician or the products used. We cannot offer a refund if this occurs but we do advise that you contact us immediately so we can offer a solution, such as free removal of the extensions and we would recommend seeing a doctor immediately if the symptoms persist.​
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 • We recommend that you maintain your extensions with infills every 2 - 3 weeks or if you do not have many lashes left. After 4 weeks or if you have no lashes remaining, a new full set will be required.

Question 5

COMPLAINTS / FEEDBACK

Accepted Answer

• If you have any complaints or feedback, please contact the manager of the salon where you received the service.
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 • If the matter is not resolved to your satisfaction, please contact us at 021 265 9354 / 09 298 7190.

• To allow us to provide a quality service as efficiently as possible, you need to ask for the service which you would like to have. If you are unsure please speak to the salon manager.
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 • Inform our staff if you are allergic to any chemicals or substances before receiving any service.
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 • Whilst receiving any service please provide our staff with your feedback and or comments on their services so our staff can satisfy your requirements straight away.
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 • Inform the staff member or salon manager immediately if you have any concerns relating to the salon, the staff, or any service.
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 • Inform the salon manager immediately if you have any concerns that you have an infection or any other abnormal reaction or condition with respect to your nails.

FREQUENTLY ASKED QUESTIONS