Some of our
Frequently asked questions & policy's

Wilkinson Smith continues to prosper and we are extremely proud of the salon service experience we are able to offer our existing and new clients.

In order to ensure we continue to flourish and offer the standards of service you have come to expect of us, we have had to review our booking terms and conditions.

We will be asking for a 50% booking fee to secure your appointment with us, the fee being deducted from your bill.

The booking fee is FULLY REFUNDABLE, all we ask is that you give us 48 hours’ notice of a cancellation, which gives us the opportunity to offer the appointment to someone else. This will help us combat the challenges we have with last minute cancellations and ‘no shows’, and means our clients will benefit from increased availability of appointments.

With our clients safety and comfort at the forefront of everything we do, we have strict policies in place prior to certain treatments we carry out.

For all of our treatments please note the below:

• Patch testing for colour must be carried out a minimum of 48 hours prior to the treatment.
• If an existing client you must have been tested within the last 6 months.
• Patch tests carried out at other establishments are not valid.
• Treatments for 16’s and under are not permitted
• If a reaction should occur within 48 hours, this could be in the form of redness, itching, swelling or similar. Immediately remove your patch test and seek advice from a GP or pharmacist. Even if only a slight reaction occurs, we will not be able to carry out the tint part of the treatment.
• Please be aware that if you are taking antihistamines or other medications, they can mask a reaction during the patch test but may not be strong enough to counter a full reaction
  after the treatment which is an increased risk. You can decline the tint stage if you are concerned.
• We cannot patch test or carry out the tint part if any of the following apply:
  – A previous allergy/ sensitivity/ problem has been caused by any tint, dye or henna treatments in the past- You have sensitive, irritated or damaged skin around the treatment area.

The AAT test must be carried out a minimum of 2 days (48 hours) before the colour is applied because it can take up to 48 hours for an allergic reaction to develop. 

Come into the salon and ask one of our team for a skin test, this will be applied behind the ear, and will be valid up to 6 months, unless you have had a tattoo, or coloured your hair elsewhere within that time frame.

• Genetics, medications, hormones and your overall health. All of the above play a role in making up your chemical makeup, including your hair. What may work for one person, may not work well for you due to the differences in how your body is built to react.
• Previous chemical services – professional or at home. Whether lightened or darkened by a box or professional, or permed or relaxed, all of these services present their own risk. Even if a colour is faded, it is still present in your hair until it is cut off.
• Well water, hard water, and copper pipes – heat reactions. Mineral deposits from water and pipes can build up in your hair and cause a reaction with hydrogen peroxide, bleach powder, colour removers, and oxidative colour. The reactions are UNPREDICTABLE and can happen after
  multiple times of using the same product. It is unsure how deposits are going to react, and many do not even know they have them built up in their hair. Using the exact same products for years, then one day having a chemical reaction is similar to developing an allergy to something we have
  been already using our entire lives.
• Other Variables. There are unpredictable risks not mentioned above that may occur during your colour service. 

We would not be doing our job if we did not present these risks to you ahead of time. The more we do your hair, and know the products on your hair (every colour line is different), the better predictions we can make as we learn and understand your hair better.

Our priority is for you to be satisfied with the service you receive at Wilkinson Smith. We run a professional salon so we aim for the highest of standards in everything we do. Complaints are rare, but we do take them seriously. Because of this we have a policy and procedure in place to ensure things are corrected as needed and this enables us to learn from the experience and help us become better at what we do. We also value the feedback.

Process

Please tell someone you are unhappy with the service you received. If you’re uncomfortable with talking to your stylist, then our Front of House team will be happy to listen. If you feel that you can’t approach at the time, please do so as soon as possible. This will prevent delay in dealing with your complaint. You can also email us if that is easier. We will listen and ask any necessary questions to help fully understand the issue and aim to resolve any complaints within 8 weeks.

Please don’t go to another salon as we have the right to see exactly what the problems are and give us the opportunity to correct it.

We will arrange a suitable time for you to come back and discuss your complaint in private. Where we feel your complaint is reasonable, we will redo part or all of the service as soon as possible.

At Wilkinson Smith Salon, we are committed to protecting the privacy of our website visitors and users. This Privacy Policy outlines the types of personal information we collect, how we use and protect that information, and your rights regarding your personal data. By accessing or using the Wilkinson Smith Salon website, you acknowledge and accept the practices described in this policy. Please read more here