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FAQ

Our highly skilled professionals are well trained in client safety and comfort and take the utmost care in providing you with the best experience. Our goal is to give you a fantastic service. We thank you in advance for allowing us the privilege of taking care of you.

 

Reservations/Cancellation Policy

Reservations are strongly suggested, as our artist’s schedules fill quickly. We have a wait list and check it often.

As a courtesy, we will call or you may request an email or text sent to you two days before your reservation to confirm your date and time.Please be aware that we reserve our time especially for you, and if you need to cancel your appointment, we request that 24 hr advance notice is given. We reserve the right to charge for missed and last minute cancellation appointments.

Repeated missed appointments may result in pre-payment being required for future services.
Appointments for services of 3 hours or more (such as extensions, thermal straightening, etc.) require a 50% deposit.
This deposit is non-refundable if the appointment is missed or is cancelled with less than 24 hours notice.

 

Payment types

We accept cash, MasterCard, Visa, American Express, and Atelier, AVEDA, and Santana Row gift cards as payment.
We regret that we are not accepting personal checks at this time.

Gratuities are a sign of a satisfied guest. They are never expected, but are always appreciated.  Tip envelopes are provided at the front desk for your convenience.

 

Arrivals and Parking

Please plan on arriving fifteen minutes early for your appointment. This will give you time to relax and unwind with a cup of Aveda Comforting Tea, and we can serve you on time. We want to treat our guests to the full experience, however late start times may make this difficult. Please understand that latecomers will incur the full fee for shortened or cancelled treatments.

Parking is free in Santana Row, with the exception of a $7 valet service at the corner of Olsen Dr. and Santana Row, in front of the Hotel Valencia, and in front of Straits Restaurant, all of which are fast and convenient. Valet is in operation Friday, Saturday, and Sunday. Due to occasional urban congestion, as well as the growing popularity of this beautiful and vibrant lifestyle center, we recommend that you allow extra time to arrive, 15-30 minutes, especially around weekday lunch hours, holidays and weekends. The garage on Winchester Blvd. is free and usually easy to find parking in.

 

Cell phones

You visit to Atelier is your chance to relax, and our chance to focus on giving you the full benefit of our 5-star service. We respectfully request you turn off or set your cell phone on silent when entering the salon, and please refrain from talking on your phone in our service areas, as others are enjoying their ‘relax’ time.

 

Children and Pets

We can’t supervise children without appointments. Sharp scissors, hot styling tools, and heavy equipment make the salon non-conducive to children. Please plan for child care so that you, and our other guests, can relax and enjoy your visit with us.

We love pets, but health codes require us to ask that you please leave them at home, unless they are service dogs with proper identification.

Valuables

We recommend that you leave valuables at home and wear clothing that you are comfortable changing in and out of for your appointment. We provide guest robes or Atelier tee shirts for your comfort, and they are laundered after each wearing. Atelier cannot be responsible for any damage to clothing or accessories, nor for any missing or damaged valuables.

 

Refunds

Our goal is to make you happy.

If anything you pay for doesn’t meet your expectations, please call within 24 hours and let us know, we’ll make it right.*

For services, contact us within 24 hours, and we will go the extra mile to satisfy you.

*All hair tools, sale items and Personal Blends sales are final.

All other products can be returned for store credit or exchanged with a sales receipt within 30 days from Atelier. We regret that we are not able to give refunds for gift card orders or for product purchased anywhere but at our Atelier salon locations.

 

Any questions regarding store policies should be made to management. Please call us at 408-244-4222 or email manager@ateliersalon.com.

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