Hair Product FAQs
Booking & Ordering
1. Do you offer personalized consultations?
Yes! We offer one-on-one consultations—online or in-store—to help you choose the perfect products for your hair type and goals.
2. Do I need to book a consultation?
Appointments are encouraged to guarantee your spot, but walk-ins may be accommodated based on availability.
3. How do I schedule a consultation?
You can book online via our website or app, call your nearest store, or visit in person. Our online scheduling is available up to 90 days in advance. For consultations beyond that, please call the store directly.
4. Can I request a specific stylist or expert?
Absolutely! When booking online or through our app, you can choose your preferred stylist using the Book by Expert option.
5. Can I modify or cancel my booking?
Yes. You can view, modify, or cancel your booking through your online account, the app, by calling the store, or via text reminders (if opted in). Please cancel or reschedule at least 24 hours in advance to avoid fees (see “Payment & Policy” below).
6. What if I'm late?
Let us know by calling the store. We hold your appointment for 15 minutes. After that, it’ll be considered a no-show, and the fee will apply. Note: your end time won’t be extended.
About Our Services & Products
7. What hair services do you offer?
We offer expert washes, scalp treatments, styling tutorials, and product demonstrations. Availability may vary by location—check our website or app for details.
8. How should I prepare?
For treatments, come with clean, dry hair. For styling tutorials, bring photos or inspiration for guidance.
9. Are there age restrictions?
No—all our services and products are suitable for all ages.
10. Who will assist me?
Our team consists of licensed stylists and haircare specialists trained in professional-grade products and techniques.
11. What happens when I arrive?
Please check in at the Consultation or Service Desk. Your stylist will start with a quick consultation and may ask you to sign a digital consent form.
12. What if I'm not satisfied?
Your satisfaction is our priority. If you're not happy with a service or product, inform your stylist on the spot or ask for a manager—they’ll work with you to make it right.
Hygiene & Safety
13. What are your hygiene standards?
We follow top-tier sanitation protocols—tools and brushes are cleaned with soap and water, then disinfected with UV light, meeting or exceeding state guidelines.
14. Can I bring my own tools or products?
For safety, we don’t use outside tools or products. However, you’re welcome to purchase and use them during your appointment.
15. When should I skip a service?
Please reschedule if you’re experiencing illness (cough, fever, fatigue) or any infectious condition. For treatments like chemical services or scalp work, let your stylist know about any allergies, medications, or recent procedures.
Payment & Policy
16. How do I pay?
A credit card is required to book. A small hold (one-third of the service cost) is placed to secure your slot, released or used as cancellation/no-show fee as needed. Full payment—including tax and optional tip—is taken after your service, in-store or online.
17. What if I'm late or cancel?
Arrive on time—being over 15 minutes late may result in a no-show fee (one-third of service cost). Cancellations or reschedules made within 24 hours of the appointment are subject to the same fee.
18. Do you offer refunds?
Service fees, holds, no-show charges, and late cancellation fees are non-refundable. Product purchases follow our separate return policy.
Loyalty & Membership
19. Do I earn loyalty points?
Yes! Earn points on professional services and product purchases—just scan your loyalty ID or log into your account.
20. Are there perks for top-tier members?
Depending on your membership tier, you may qualify for exclusive services, early booking windows, product discounts, or birthday treats. Check your account dashboard for current perks!