1. How do I make an appointment?
Please use our online booking via our website shinehairdesign.com.au or contact the salon directly by phone on (02) 97733793. We do not take bookings via our social media accounts.
2. How far in advance should I book my appointment?
As we are a busy salon, its best to book in advance. Generally, a week’s notice for a weekday is sufficient and it can be 2-4 weeks’ notice for a Wednesday & Thursday evening or Saturday appointment. If you are booking online and you cannot get the time you want, please call the salon as we can put you on our cancellation wait-list.
3. Do we have a cancellation policy?
Yes we do. Due to repeated cancellations, reschedules and no shows, we have been forced to implement the following deposit/booking fee and cancellation policy:
We will always do our best to accommodate your needs should you need to reschedule your appointment; however, cancellations can cause a significant loss of business (especially if we turn away clients that may have wanted the time you had booked). Therefore, we ask that if you need to reschedule, you do so at least 24 hours before your appointment.
We require a $50.00 deposit/booking fee for all services, except where the price is below $50, where we will require upfront payment when the booking is made online. Your deposit is not an extra charge, it is simply held on an account for you on your booking and taken off your final bill. Please be aware that the only way you would ever lose your deposit is if you cancel your scheduled appointment within 24hrs, don't show up for your appointment or are more than 15 minutes late for your scheduled appointment.
- If you are not okay with our cancellation policy - please try booking on the day of the appointment of when you would like to book in.
- If you need to cancel/re-schedule and do so with at least 24 hours’ notice of your appointment, the deposit can be transferred to your next booking, however, it will not be refunded. You can also redeem it on products or transfer it to someone else which we can provide to you as a gift voucher that will be valid for six months from the date deposit was taken (provided you haven’t cancelled/rescheduled within 48 hours of your appointment).
- This also applies to drastic changes to your appointment. For example, if you’re booked in to get a long colour service and change your mind to get just a haircut, then that will be treated as a cancellation and the cancellation fee will be applied for the changed/cancelled part of your appointment.
- The first cancellation within 24 hours of appointment will result in your deposit/booking fee being forfeited, and another booking fee will be required to make any future appointments.
- Any further cancellations/no-shows to appointments you make will require us to take payment in full for the whole service to make any future appointments. Again, should you cancel/reschedule within 24 hours of the appointment, the payment will be forfeited.
- We ask that you cancel any appointments via phone on (02) 97733793 to make sure the message is received. If this is not an option for you, or the salon is closed, please contact us via our social media accounts or email us at email@example.com
Please understand that this policy has been introduced because of the significant loss of business caused by appointments being cancelled or rescheduled at late notice. As a small business, we can’t cover the cost of this entirely and even if we receive the cancellation fee we are still at a loss due to the appointment time being allocated to you and not available for other guests. We sincerely thank you for your understanding.
4. How long will my appointment take?
For a haircut, toner or blowdry appointment we allow 30 mins to 1 hour.
Full colour service we usually allow 3-4 hours.
Technical colours, colour corrections, very long or X-Thick hair can take up to 5 hours.
5 . What time should I arrive to my appointment?
Please arrive 10 minutes prior to your appointment time. This will give you adequate time to complete your client form, use the bathroom or have your hair washed prior to your service commencing.
6 . What happens if I arrive late to my appointment?
It is very important that you arrive on time or as close to it as possible as we will have our next client booked in directly after you and therefore we must still finish on time. It is essential that you contact us if you will be running late so that we can try to accommodate you. We will always attempt to do as much of your service as possible within the time available, however, for example, if you have booked in for a full head of foils but we can only do ¾ head of foils in the time left you will still be charged for what you have booked in for, arriving late may result in losing your appointment and in this case the deposit will be forfeited as a no-show fee.
7 . Do we offer colour consultations?
Yes, we do offer free of charge colour consultations. Please contact the salon or online booking to book. During the initial consultation, we will discuss your needs, and match you to the colourist that will be best suited to you and book your first appointment with sufficient time to achieve the desired result.
Please Bring along any screenshots of the type of colour/cut you are trying to achieve, even bring pictures of colours you don’t like so the stylist can have a clear understanding of your needs.
8 . Do I need to confirm my appointment?
Yes, all bookings need to be confirmed the day prior to your service. A text message will be sent out 48 hours prior to your appointment making it easy to respond with a Y. Alternatively, you can call 02 97733793 to confirm or reschedule. Any bookings that are left unconfirmed will have our reception call to remind you. If we do not manage to get a hold of you after several attempts your appointment may not be valid.
9. How many sessions will it take to achieve my desired colour?
Each client’s hair lifts differently to colour, if you have colour build up (in particular home box dye’s) it can take a long time to remove especially from dark tones. Usually you will see red, copper, orange, brass tones first and then blonde. We can provide you with an estimate timeframe during your consultation, however we will not know exactly how long it will take until we start the process. Alternatively, if your hair is damaged then we may need to do 2 or 3 sessions of colour to maintain the integrity of your hair to prevent breakage. With major colour corrections or scalp bleaches we strongly recommend the use of Olaplex to maintain the integrity of your hair in the process.
10 . What is olaplex, do I need olaplex and how do I use it?
Olaplex is a simple three-step process which includes an active ingredient that works on a molecular level to seek out broken bonds in the hair that are caused by chemical, thermal, and mechanical damage.
You can use Olaplex to restore compromised hair, or add it to another service to provide the ultimate breakage insurance. This means, we are able to leave colour on longer to push you colour further.
We simply recommend olaplex, We’ll not make you do anything you don’t want to do, and Olaplex comes at an additional cost, so you can say no if you don’t want it. However, we think it’s a key part in colouring your hair to achieve the result you are after and maintain the integrity of your hair.
Step 3 – the take home bottle is a weekly treatment for you to do at home. On damp hair, work a cap size amount through your mid length to ends. Leave it in for no less than 10 minutes. Then shampoo and condition as normal. This is a pre-wash treatment that you must wash out, not rinse out
11. How do I use my take home toner – Fabuloso Pro?
Wash your hair as normal and use the Fabuloso Pro as a conditioning toner. Once washed, remove as much water from your hair as you can, use as much Fabuloso Pro as you would use of your normal conditioner and leave in your hair for 3-5 minutes and rinse. If you feel you didn’t achieve the desired tone, leave it on longer next time. Or alternatively, if you feel it toned it too much mix the Fabuloso Pro with your regular conditioner.
12 . What if I am not 100% Happy with my hair, do we guarantee our work?
Absolutely we do!
Sometimes it can be nerve racking being honest with your stylist, but please know that our team love what we do and if you aren’t happy we aren’t happy.
We will 100% guarantee any colour that was agreed upon during the consultation.
Please contact the salon directly via phone or email within 10 days of your appointment and we will get you in to the salon immediately to identify the problem and assess your needs.
Sometimes colours don’t take, or toners rinse out for various reasons that are specific to your hair, or your hair has gone brassy after a few washes- all of these things can be rectified easily and we want to know about it. Remember we are working with hair, chemicals and many external factors can influence colour. Not 100% of every time can we say that a colour will turn out the way we want it to and we may need to make a few changes to your formula. No client should feel the need to go home disappointed or be too shy to say something, we will always accept your feedback with gratitude and appreciation that you give us the opportunity to re book you.
Please discuss with your stylist at the time of consultation any home haircare products that you use.
Any products containing sulphates and silicones will void your hair colour warranty, as they will simply wash out your hair colour in a short amount of time or prevent any colour from being penetrated. We will make some suggestions on how best to maintain your colour at home.