FAQ
Booking & Cancellation Policy
What is the cancellation policy?
We take great pride in providing exceptional service and respecting the value of your time. As a small business we require financial stability and enforcing our cancellation policy is essential to maintaining that stability. By booking an appointment 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.
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 than 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.
Illness: If you are feeling unwell, we kindly request that you reschedule your appointment. 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.
In the rare instance that we need to reschedule your appointment with more than 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.
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 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 maintain our stylist's schedule and valuable time.
Deposits are non-refundable but can be transferred to a different date with at least 24 hours notice.
No-show or late cancel?
We maintain a 24-hour cancellation policy and no-shows will be subject to a fee of 50% of the scheduled service. If you no show, reschedule late or late cancel twice, you will be charged 100% of the scheduled service.
What if I arrive late?
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, so please do your best to arrive in a timely manner.
What happens if you're unhappy with your hair?
While we don't offer refunds, we want nothing more than to see you thrilled with your hair. If we missed the mark or you think we didn't quite nail it, we're happy to offer one revision. 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 an item, send us an email at natalie@thenaturalhairsalon.com and send your item to 616 View Street, Victoria BC V8W 4A6, Canada. If you're unhappy with your product for any reason, contact us and we will do our best to make things right.
Preparing for Your Appointment
Coming in for a curly or textured haircut?
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 ponytail. Remove all hair accessories such as elastics and bobby pins. It's ok to have some product in.
Preparing for a colour service?
We always drape our clients carefully and provide robes if requested. We ask that you please wear 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!
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 about international taxes, duties, etc.?
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 on the East Coast. This is dependent 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 item?
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 are necessary. Call or email us as soon as you know about a change.
General
Where are you located?
We are at 616 View Street and 313 Cook Street, Victoria BC.
How are your products made and where do the materials come from?
L'Oréal colour and products are made in Quebec, Maria Nila is a Swedish company, Evo is Australian and Kérastase is French. Our other curated items are made in Canada.
How do I contact you if my question isn't answered here?
You can email info@thenaturalhairsalon.com or call us at 778-433-HAIR. We will respond the same day.
