Beauty services are personal — most of what we deliver cannot be "returned" in the way a product can. The way we put that right is with re-treatment, credit, or refund, in that order. This page explains when each applies.
If you're unhappy at the end of your appointment
Please tell your practitioner before you leave the room. Almost everything is fixable while you're still in the chair — colour tone, manicure shape, makeup intensity. We always prefer to adjust on the day rather than rebook.
Re-treatment within 14 days
If something visible to you is wrong with the treatment in the fortnight after your visit, we re-do it at no cost. This covers:
- Gel polish that has lifted, chipped or peeled at a corner.
- Bridal makeup that needs adjusting for retake photographs.
- Haircuts that have settled unevenly after the first wash.
- Colour services that have shifted outside the agreed tone.
Drop into the studio during opening hours, or email us a photograph. We respond within one working day.
Credit toward a future visit
If a re-treatment isn't practical — for example, you're travelling, or the original practitioner is on leave — we issue a credit for the value of the original service. Credits are valid for twelve months, transferable to anyone you nominate, and apply across all six treatment rooms.
Refund
If neither re-treatment nor credit makes sense, we refund the original payment in full. Refunds are paid to the same card the booking was made with and clear within five working days of approval. We don't ask for a reason and we don't argue.
Retail products
Unopened, unused retail products may be returned within 14 days of purchase for a full refund. Opened products can only be returned if there's a manufacturing fault — bring them in and we'll replace them or refund.
Limits
We can't honour the policy in three situations:
- Where pre-treatment instructions (patch tests, no-acid windows) were not followed.
- Where pre-existing conditions or medications were not disclosed and contributed to the outcome.
- Where aftercare instructions on the written aftercare card were not followed for the relevant period.
If any of those apply, we'll still try to help — usually at a reduced rate — but we can't guarantee no-charge re-treatment.
How to start a refund or re-treatment
Email [email protected] with the subject line "Aftercare", or call the studio on +44 20 4538 7621. We answer within one working day.