FAQ

What is the cancellation policy for appointments?

Our stylist's time is valuable, please make sure to provide 24 hours notice if you're unable to make your appointment. If you are experiencing any Covid 19 symptoms, this is an exception and late cancellations will not be penalized, though your deposit will remain on your account for when you are well enough to rebook. If you no show your appointment, your client file will be flagged and you may be asked for a deposit when you make your next appointment. 

Will I get a confirmation?
We're happy to provide courtesy confirmations but it's our client's responsibility to make sure to note their own appointments and arrive on time.

Do you take deposits?
We’re taking a $100 deposit on all colour appointments over 2 hours and you must give 24 hours notice if you need to cancel (Covid symptoms are the only exception, see below). Please call  or visit the salon to pay for your deposit or pay your deposit online. 

Refunding deposits:
If you do not cancel with the 24 required period, your deposit will be kept by the salon to pay for the time we were unable to fill. If you come down with Covid and must cancel within the 24 hour period, you deposit will be rolled over to use for your rebooking. Once you have made your deposit, the only way the have it refunded is to cancel before the 24 hour period.

What happens if you’re unhappy with your hair?
We want you to love your hair. Please contact us in a timely manner so we can do our best to come up with a solution if that’s not the case. If a redo is determined necessary by management, it must be within the first two weeks of the initial service. Redos are done with the original stylist, exceptions to this rule are possible and are at managements discretion. No refunds issued.

What is the return policy?

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at natalie@thenaturalhairsalon.com and send your item to: 616 View Street, Victoria BC V8R 4A6, Canada. If you're unhappy with your product for any reason, contact us and we will do our best to make things right.

Are you coming for a DevaCut?
Please arrive with your hair dry, detangled, down and in its natural state. Your stylist will need to clearly see your curl pattern, so please avoid wearing your hair in a bun or pony. Remove all hair accessories, such as elastics and bobby pins. It's ok to have some product.

Want beachy waves, curls or hair straightening?
If you'd like thermal styling, please make sure to request this add-on with reception to ensure your stylist is blocked off enough time for this service.

Would you like to make it onto our Instagram feed?
We love to take pride in our work and take photos to share. To get onto our feed, please wear a light coloured top, makeup if you want and a cool jacket for fun!

For our online shop...

What are the shipping options?

We currently only offer in store pick up. If you need your items shipped to you, please email us to arrange for this. 

What are the international taxes, duties, etc. that I have to pay?

If you are ordering from outside of Canada, you may be subject to customs fees in your own country. Usually this is for items over $100.

When will I receive my order?

Your order will ship 1-2 business days after your order is placed. Depending on how far you live from Victoria, you may receive your order in a few days or up to a week if you live in the East Coast. This is dependant on Canada Post and peak shipping times, such as Christmas. 

What do I do if I never received my order?

Please call or email us and we will take care of you immediately.

What do I do if I received a defective order?

Please call or email us and we will take care of you immediately.

How do I make changes to an order I’ve already placed?

If your order has not yet shipped, we can make whatever changes necessary. Call or email us as soon as you know about a change.

Where are you located?

We are at 616 View Street and 313 Cook Street, Victoria BC.

How is the product made? Where do the materials come from?

Maria Nila is made is Sweden, Neuma is from the USA and Yon-ka is French! Our other curated items are made in Canada. 

How do I contact your company if my question isn’t answered here?

You can email info@thenaturalhairsalon.com or call us at 778-433-HAIR. You will receive a response the same day you make your email or call.