SERVICE POLICY
ARRIVAL
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Please aim to arrive 5-10 minutes before your scheduled appointment time with clean/makeup free eyes/brows/lashes. Extra time spent removing makeup means less time for the treatment. If you arrive after your scheduled appointment time, it may not be possible to extend the time available for your booked service; if your service is shortened due to your late arrival, you will still be charged the full cost of the service.
Our store is not a safe and appropriate place for kids so we'd appreciate it if you don't bring children with you into our store please.
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SICKNESS OR FAMILY EMERGENCY
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If you, or another person in your household, has an infectious or contagious illness, please contact us as soon as possible to reschedule your appointment for a later date. For your safety and that of staff and other clients, please do not come to your appointments sick. If it is assumed you are currently sick, your appointment may be cut short or cancelled and rescheduled for when you are healthy again. A one-time allowance of last minute cancellation or reschedule will be permitted for sickness or family emergency. After that, the cancellation and no show policy is in effect.
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RESCHEDULING + CANCELLATION + NO SHOW
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As a courtesy, appointment reminders are sent out 72 and 24 hours either by text, email or both. Rescheduling must be made prior to service date at least 24 hours for no penalty and new appointment date would be subject to availability. If you cancel an appointment, you will be charged 100% of your deposit as a cancellation fee. If you reschedule or don't show up at your appointment of your scheduled appointment time, you will be charged 100% of your service as a cancellation fee. A credit card deposit will be required at the time of booking. If we cannot accept your booking your deposit will be refunded. The refund process will take about 5-10 days. This is to protect your time that is set aside especially for you, as well as to protect our time which is booked up quickly. In return, we promise to keep appointments on time, give you our full and undivided attention and of course, the best services Wellington has to offer! (When you have made an appointment online, it does not mean that your booking is accepted. We will need to review it and manually accept or decline. We will email you to advise if your booking is confirmed or declined).
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OTHER ARTISTS' WORK
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1. Eyelash extension: If you currently have eyelash extensions on from another lash artist, there may be the possibility that your current extensions will need to be removed and put back on properly. Due to the unregulated nature of eyelash extension trainings, certifications and council regulations, there are a lot of lash artists that have been improperly trained. Our priority is your natural lash health and eye safety. Thus, if you are coming in for a touch up from another lash artist's work, you agree that your current extensions may need to be removed and a new full set will be applied at the appropriate full set price. This will be discussed and fully explained to you prior to any service being performed.
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2. Eyebrow/lip/eyeliner tattoo: We do not touch up over other artists' works. If you want to have your brows/lips/eyeliners fixed from the work that was done elsewhere, please contact us and send us photos for consultation. We might be able to go over your existing tattoo or need removal before redoing it and it will be treated as a new treatment. More than one session of laser removal may be required. In this case, rest time between removal sessions is one week.
AFTER HOUR APPOINTMENTS
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In certain circumstances and seasons, last minute or after hour appointments might be available on a case-by-case basis for an additional fee of $30. Please contact us directly to schedule your after-hour appointment.
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REFUND POLICY
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You are paying for the artist's time, product and other expenses used to provide you with a service. No refund will be given for any reason on services. If you are unhappy with a service, you may contact us within 72 hours of your appointment to discuss your concerns and if a fix can be done to address your concerns, it will be done with a complimentary 30 minute express touch up if it is at the fault of application or product. We don't take responsibility for any concerns addressed after 72 hours of your last appointment, or if you failed to follow the proper aftercare instructions.