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. 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 for NEW CLIENTS ONLY and you must give 24 hours notice if you need to cancel (Covid symptoms are the only exception, see below). Please call our salon coordinator to pay for your deposit or e-transfer $100 to info@thenaturalhairsalon.com. You can also pay your deposit online here.

Your deposit will be safely held in your account and applied to your final bill. If you are unable to make your appointment, please contact us with at least 24 hours notice, so we can fill the appointment. A no show, or late cancel will result in the loss of your deposit and your account being flagged. We understand that life happens and we appreciate your consideration when your plans change.

What does the levels of stylist mean?
We have 5 levels of stylists at the salon. The levels indicate amount of experience, training and time in the business. Please call us if you'd like help selecting the right stylist for your hair goals. 


Running behind?
Give us a ring if you’re running more than 15 minutes late. Arriving late for your appointment could result in disappointment if your stylist doesn’t have time for the service you’re booked in for.

What is the Money Piece service? 
Please be aware this is a refresh service with 10 foils for $99 in an hour. If you want a full balayage or highlights, give us a call to change your appointment.

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 ship via Canada Post, either standard or expedited. You also have the option to pick up in store. If you require faster service, please contact us to make these arrangements. Once your order is shipped, you are notified via email with a tracking number. 

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, Victoria, BC, V8W 1J4, Canada. 

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

Maria Nila is made is Sweden and Neuma is from the USA. 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.