Read our COVID-19 and lockdown update

Policies and FAQ

Our policies

At Canberra Hair Extensions, we understand how chaotic life can be at times. For this reason, we encourage you to book your appointments in advance, especially if there is a specific time, day or stylist that you require.

We’ll always do our best to accommodate your needs in the event 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 48 hours before your appointment.

Due to repeated cancellations, reschedules and no-shows, we have been forced to implement the following deposit/booking fee and cancellation policy:

  • We require a $50 deposit/booking fee for all services, except where the price is below $50 where we will require upfront payment when the booking is made. This will come off the cost of your service, provided you don’t cancel or reschedule within 48 salon hours of your appointment.
  • The first cancellation within 48 hours of your appointment will result in your deposit/booking fee being forfeited. An additional booking fee will be required to make any future appointments.
  • A second, last-minute cancellation (within 48 hours of booking) or no-show will result in you forfeiting your $50 non-refundable deposit/booking fee as well as an additional $50 cancellation fee which must be paid in full before future bookings can be made.
  • Further cancellations/no-shows to appointments will require us to take payment in full, upfront for your entire service to make any future appointments. Again, should you cancel/reschedule within 48 hours of the appointment, your payment will be forfeited.
  • We ask that you cancel any appointments via phone on 6210 8990 to make sure the message is received. If this is not an option for you, please email us at info@canberrahairextensions.com.au

We appreciate your understanding that this policy has been introduced because of significant loss of business caused by appointments being cancelled or rescheduled at late notice.

Please also note that although we send a reminder text to help you keep track of appointments, this message is sent 48 hours before your appointment and cancelling after the message is received will still incur a cancellation fee. We ask that you be mindful when you book your appointments of any conflicting arrangements and that you keep track of your own appointment.

We require confirmation of your appointment one day before your booking.

Life gets busy! That’s why we send a confirmation text message to remind you of your booking time and details two days before your appointment.

The message will ask you to confirm your appointment by responding YES to the message, or to phone us at the salon to reschedule. You will also receive an email reminder if you have selected that option and provided us with your email address.

If we don’t receive a response to the text message, our team will either call you and leave a voice message or send you a follow-up email.

We require confirmation of your appointment so that we can appropriately plan our day and team, as well as offer your appointment to anyone else on our cancellation list should you need to cancel or reschedule.

If your appointment is from Wednesday – Saturday please confirm by 3pm the day before.

If we haven’t received confirmation by the timeframes outlined above we will cancel the appointment and open it up to our cancellation list.

If this occurs, any deposit will be surrendered and a new deposit will be required to make a new booking.

You can view our full price list by clicking here. This is the document we use to quote hair services in-salon, however, we can’t provide any further information other than what is listed here, or a 100% accurate quote until we see your hair in person.

If you are new to Canberra Hair Extensions or having a big change, the best thing to do is to book a complimentary consultation where you can meet your stylist, ask any questions and where we can make an assessment of your hair and provide an accurate quote.

If you wish to make your booking sooner, we can always provide you with a full quote before we start any services at the time of your appointment.

We strive to provide the best possible service and deliver results you love. If you leave the salon and find your colour, cut, products, extensions or style are not exactly what you were hoping for, please let us know.

We would love the opportunity to make you 100% happy, so if you are dissatisfied with the service provided, please contact us within one week of the original appointment and we will work together to find a solution at little or no further charge to you.

If you contact us more than one week after the original service date, you will be charged for any further services required at the regular price.

If you have purchased a product at Canberra Hair Extensions on our recommendation and find it isn’t right for you, please feel free to bring it back on your next visit (provided it is 80% full) and we will happily exchange it for something more suited to you.

Caring for your hair at home is just as important as regular in-salon maintenance. We have a range of the best home care products available for purchase, allowing you to achieve optimum hair care with ease at home. Your stylist will be able to recommend the best products from our extensive range to maintain your colour, style or treatment.

If you have any specific questions or concerns, please let us know and we can suggest a solution tailored to you. Some of the treatments we offer in-salon require specific home care. This is part of the service we offer to you as professional hairdressers. If you choose not to follow the home care explained to you, unfortunately we cannot guarantee the durability of the service we have provided.

If you have purchased a product at Canberra Hair Extensions on our recommendation and find it isn’t right for you, please feel free to bring it back on your next visit (provided it is 80% full) and we will happily exchange it for something more suited to you.

FAQ

TBC

COVID-19 and Lockdown Update

Due to the recent news of the lockdown extension in the ACT, we have received a number of emails from our valued guest checking, cancelling and hoping to reorganise appointments.

Here is everything you need to know about how we are managing our bookings during lockdown:

In the meantime we are now offering click and collect and can also post any of our retail ranges out to you. We are able to send any of the wonderful ranges we stock in salon including ColourWow root touch up powder (to help you get through those Teams meetings), Kevin Murphy, Davines, Pure, Clever Curl and more.

Click and collect is available during business hours Monday – Friday, however must be pre-arranged. Postage is at a flat rate of $9.00 and free for orders over $100. Receive a FREE KEVIN MURPHY mini with any purchase. To arrange click and collect or postage order simply email us at info@edenhairenergy.com.au with what you would like and your best contact number.

Thank you again for your patience, we really appreciate your support of this small business during these incredibly challenging times and will do everything we can to look after you when we return.

Hope you and your family are safe and well during this lockdown,

Much love, team Eden and Canberra Hair Extensions.