What is the cancellation policy for appointments?

We take great pride in providing exceptional service and respecting the value of your time. As a small business we require financial stablity and enforcing our cancellation policy is essential to maintaining that stability. By booking an appoinment with us, you agree to our cancellation policy as outlined below:

To confirm your appointment, we require a credit card on file or a $100 retainer fee, which will be applied to your service. By booking an appointment with us, you agree to our cancellation policy as outlined below:

Cancelling or rescheduling: We understand that unforeseen circumstances may arise and you may need to cancel. If you do so, we request that you provide us with at least 24 hours notice. If you cancel or reschedule with less then 24 hours, you will be responsible for 50% of the booked service, even if you reschedule to a later time. If you no show, reschedule late or late cancel twice, you will be charged 100% of the scheduled service.

For our barbering services, If you cancel or reschedule with less then 24 hours, you will be responsible for 100% of the booked service, even if you reschedule to a later time. 

Illness: If you are feeling unwell, we kindly request that you reschedule your appointment for another time. Please do not come to the salon if you are symptomatic. Your health and the health of our team and other clients is of utmost importance to us. If you are unable to attend your appointment due to illness and provide less than 24 hours notice, you will be responsible for 50% of the booked service. If you no show, reschedule late or late cancel twice, you will be charged 100% of the scheduled service.

To ensure efficient scheduling and respectful treatment of our time, we kindly request that you refrain from changing your scheduled service within 48 hours of your appointment. In the event that you do need to make a change, please be aware that a fee equal to half of the full service will be charged. For example, if you have booked a full custom colour but decide to switch to a haircut on the day of your appointment or within 48 hours of it, we will need to apply the half fee of the original custom colour service. Thank you for your understanding and cooperation in this matter.

In the rare instance that we need to reschedule your appointment with more then 24 hours notice, we assure you that any deposit made will be applied towards your next scheduled appointment. Our policies are in place to protect our business and to ensure that we provide our clients with the best possible service.

It's important to note that getting hair services is a luxury, and we appreciate your understanding and cooperation in working with us to schedule appointments that are convenient for you. We strongly advise against taking time off work or other commitments to receive our services. If you choose to do so, it is at your sole discretion, and we are not liable for any inconvenience or loss of income that may result.

We believe in making heads turn and hearts skip a beat with fabulous hair. We're here to make you feel like a million bucks, because let's face it, you deserve nothing less!

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.

Will I need to store my credit card on file?

When you book online, you will be prompted to store your credit card on file. All new clients calling into our front desk will be asked for either a credit card on file or a deposit of $100 for colour services. This assurance is standard across many industries and we appreciate your understanding. We protect your privacy and are in compliance with all rules and regulations around storing credit card information. 

Do you take deposits?

We require a $100 deposit or a credit card on file on all colour appointments and may require a $50 deposit for beauty appointments and 24 hours notice if you need to cancel. Please call our salon coordinator to pay your deposit or etransfer $100 to info@thenaturalhairsalon.com. You can also pay your deposit online here, copy and paste this link: https://thenaturalhairsalon.com/products/deposit.

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 maintain our stylist’s schedule and valuable time.

Deposits must be given at a client consultation or via telephone or through our online system at the time of booking your appointment. You can pay online here. 

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.

No show or late cancel:

We maintain a 24-notice cancellation policy, and no-shows will be subject to a fee of 50% of the scheduled service. This is to ensure appropriate use of practitioner time and resources. If you no show, reschedule late or late cancel twice, you will be charged 100% of the scheduled service.

Late for your appointment?

The time you have reserved with us is valuable. We ask that you arrive on time. In the event you are 15 minutes or more late, you will be charged the full amount for the services you booked whether or not we were able to provide that service. Your stylist may not be able to achieve all that you planned because you were late, so please do your best to arrive in a timely manner.

What happens if you’re unhappy with your hair?

Now, we want to level with you—we may not be perfect, but trust us, we're pretty darn close. We pour our heart and soul into every snip, color, and style. However, sometimes, the hair gods might have a different plan, and miscommunications can happen. But fear not, we've got you covered!

While we don't offer refunds, we want nothing more than to see you thrilled with your hair. If by some twist of fate, we missed the mark or you think we didn't quite nail it, we're happy to offer one revision. Yep, you heard that right! Just give us a shout before the two-week mark after your appointment, and we'll make it right.


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.

Being prepared for a colour service
We always drape our clients carefully, plus provide robes if requested. We ask that you please wear the appropriate clothing in the off chance you get colour on you. While this is rare, there is a risk you may get a dab of colour on your clothes.

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, Evo is Australian 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.