What do I need to know about a consultation?

Our comprehensive, personal consultation process normally takes approximately 15 minutes, and offers you the opportunity to discuss your requirements and to ask any questions you may have. This service is a free, no-obligation consultation and is a very important part of the hair extension process. At your consultation, we will examine your hair colour, texture and length and go through which method would be best suited for your natural hair and the look you would like to achieve.

If you wish to go ahead with your hair fitting appointment, we will fill out a full consultation form which will include all costs, terms and conditions and aftercare advice. We take a small non refundable booking fee of 50% of the total value to secure your hair extension appointment in the diary.

Deposit is non-refundable if you cancel, however if you are not able to make the appointment and would like to re-arrange, you can do so but we require at least 72 hours’ notice. If notice is not given, your money will be non-refundable and payable again if a new appointment is required.

What do I need to do to prepare?

Preparation of your hair before having hair extensions fitted is extremely important to ensure that you do not have any excess oils in your natural hair which can cause extensions to not adhere properly and slide out. Before you have your hair extensions fitted, please ensure that you have washed your hair thoroughly using a clarifying shampoo on the morning of your fitting (not the night before). This is to remove all natural oils and product build-up. It is best that you do not use any conditioner, but if your hair really needs it then lightly apply conditioner on the ends of your hair only. Do not apply conditioner to the root area as this will cause extensions to slide.

Please arrive to your appointment with your hair dry and straightened. If your hair has to be coloured or chemically treated, then make sure it is done at least three to four days before the application of your hair extensions.

What do I need to know about removal and my natural hair shed?

Having your hair extensions removed correctly is the most important part of the process as your own natural hair can easily be damaged if they are not removed by a professional. Making sure that your removal is carried out at the correct time eliminates any damage to your natural hair.

On average we lose 100–150 strands of hair a day. This is the hair you find in your brush/in the shower when not wearing extensions. When you have extensions in, this hair shed will be caught/trapped in the bond and it has nowhere to go until your hair extensions are removed. If you leave your extensions in for too long, all the shedded hair can become tangled and start matting at the roots when the bonds have grown down. This can lead to your hair dreadlocking above your bonds which causes removal to be extremely difficult. It also causes unnecessary weight on your natural hair.

When you have had your extensions fitted, you will start to notice around the bond some natural hair spouting out with white bulbs on the end. This is your natural hair shed and it is completely normal. When having your extensions removed, you will be surprised at what 150 strands a day looks like after wearing your extensions over a long period of time.

All the methods that we fit, when maintained and removed correctly, help your natural hair to grow and cause zero damage. Removal times all depend on the method and can range from 30 to 90 minutes.

How do I best maintain my extensions?

Maintenance is very important and we offer an extensive aftercare service. Once you have had your hair extensions fitted, your extensions will need to be looked after and cared for to ensure your own hair does not get damaged and you get the most out of your new hair. You will be given an aftercare leaflet which you can read and follow through after your appointment. We have our very own hair extension products which can be purchased on the day to ensure that your hair is going to last and stay in perfect condition.

Maintenance appointments are extremely important to keep your extensions looking their best and to stop any matting/tangling of your natural re-growth hair. The length of time before your second appointment will depend on the treatment you have. We advise that it’s best to ring and book a month in advance as our diary gets extremely busy.

If you have an individual method fitted it is normal to loose up to 15 strands in two months most clients don’t it all depends on the clients lifestyle, what products they are using and how oily their hair is this is totally normal and we ask you to keep a hold of these so we can refit them for you.

We do require a small deposit to secure maintenance appointments in the diary which is payable over the phone, by card or in the salon. If, for what ever reason, your maintenance appointment needs to be re-scheduled, then please give us at least 48 hours’ notice. If notice is not given, then your deposit will be non-refundable and payable again.

Why I need to understand the natural hair shedding process?

It is very important for clients to understand their natural hair shedding process

Hair shedding is a completely normal, natural life cycle that happens on a day-to-day basis. When wearing hair extensions, your hair will shed in the same way as it does when you’re not wearing them. On average, we lose around 100 to 150 hairs per day as part of this natural process (this is hair that you will find on your hairbrush/in the shower/on your flooring etc.). However, when you are wearing our hair extensions, this natural hair shed will remain trapped within the extension bond, i.e. it will shed from your scalp but be left inside the extension attachment. During the length of time you wear your extensions, this hair will start to build up around the root area until the extensions are removed.

A very important part of looking after your extensions is the separating of the bonds. When your natural hair starts growing down the bonds, they can start to join together if they are not separated with your fingers every day. Your hair must be brushed thoroughly at the scalp with your hair extension soft bristled brush, as this will prevent hair shed from becoming tangled and matted at the root. This makes removal very difficult and hair hard to untangle.

Hair extensions should never be kept in for longer than three months (refits), since the amount of hair that will have shed naturally from your scalp will be considerable by this time. This is fine for most methods as you have refits at two months or three months. One method where this applies is Pre-Bonded Keratin bonds.

If hair extensions are kept in for longer than the recommended time, the build-up of your natural hair shed will become matted at the roots, which can be very damaging to your natural hair and difficult to detangle. The extensions will need removing in order to remove the shed hair.

Over time, extensions will become unstable if they are kept in for too long. This is because the natural shedding process will eventually cause the extension to secure by fewer strands of natural hair than originally taken to hold it in place. This will put tension on your natural hair which can cause it to weaken over time.

When it is time to have your hair extensions removed, the hair that has been trapped in the bond will be brushed out. This can look like a lot coming out at once, and this is because after wearing extensions for three months, around 6,000 hairs will have shed naturally from your scalp. This may sound like a lot but your hair is constantly replacing itself. There is no need to be alarmed or concerned that your hair is coming out during the removal process as this is simply the naturally shed hair being released. Some people shed more hair than others and it is a completely normal process through which our natural hair continues to grow.

You may continue to wear your hair extensions by having them removed and refitted on the same day.

Can I wash my hair with shampoo after?

After the application, allow 24 hours before washing your hair.

• Always brush your hair before washing with a soft bristle hair extension brush to remove any tangles.

• Only wash your hair with a hair extension shampoo or a deep cleansing clarifying shampoo. Never use shampoos containing oils or moisturisers, as this will cause the bonds to soften. Once the bonds become soft the extension hair may start shedding excessively and the extensions may slide out.

• Apply the shampoo liberally to wet hair, making sure you lather the shampoo thoroughly all over the scalp by using a downward zigzag motion with your fingers. Pay particular attention to the root area and hair underneath. Then apply more shampoo to the hair, stroking downwards to the tips. Rinse then reapply. Rinse thoroughly, then gently squeeze to remove excess water.

• Always wash your hair in the shower, never wash hair in the bath.

• Keep your hair clean! DO NOT allow your hair to get oily – natural scalp oils, dirt, perspiration and products contaminate the bonds and will cause them to soften or slide out.

• Always wash your hair immediately after exercise or swimming.

Can I condition my hair after?

• Only apply conditioner to the mid-lengths and ends of the hair extensions. Never apply conditioner on the root area, as this will cause them to slide out and bonds to soften and shed.

• Draw your hair to the back of your neck as if you were about to tie your hair into a ponytail. Hold the hair in one hand, and stroke the conditioner down the hair with the other. Never go above chin length when applying conditioner. Leave on for a few minutes, rinse, then gently squeeze to remove excess water.

• Hair extensions do not receive nutrients from your natural scalp oils, so it is essential to keep them well moisturised by using a good quality moisturising conditioner. You may also apply treatments to the extensions, but make sure you avoid contact with the root. I recommend a good conditioning treatment every few weeks to get the maximum time out of your new hair.

What is the best way to dry my hair?

• After washing, gently pat your hair with a towel to remove excess water. Do not rub vigorously as this will cause the hair to tangle.

• Apply a leave-in conditioner and an argon oil to the hair while damp, making sure you avoid contact with the bonds (mid-lengths to ends only). This will make your hair easier to comb through when wet and help keep it moisturised and in good condition.

• Comb through wet hair using a wide-toothed comb or Tangle Teezer (see Brushing & Styling).

• Dry your hair immediately after washing. Never leave it to dry naturally. If you leave your hair to dry naturally, your naturally your hair can wrap around the extensions causing matting and damage to your natural hair. If wearing bonds, please note that the bonds swell when wet, and if they are regularly left damp they will soften and crumble.

• Blast off the root area first until bone dry.

• Never let the hairdryer get too hot on the bonds if wearing pre-bonded extensions.

• Blast the rest of the hair until it is about 80% dry. Always point the hairdryer down the hair shaft to smooth the hair and avoid tangling.

• Blow dry the hair section by section, beginning at the bottom section. Tie the rest up and begin blow drying each section, working up the head methodically. Direct the brush and hairdryer down the hair to the ends.

• Never sleep on wet or damp hair.

• Once hair is all dried, brush hair at the root thoroughly in sections to make sure hair is smooth and tangle-free.

Can I wash my hair with shampoo after?

After the application, allow 24 hours before washing your hair.

• Always brush your hair before washing with a soft bristle hair extension brush to remove any tangles.

• Only wash your hair with a hair extension shampoo or a deep cleansing clarifying shampoo. Never use shampoos containing oils or moisturisers, as this will cause the bonds to soften. Once the bonds become soft the extension hair may start shedding excessively and the extensions may slide out.

• Apply the shampoo liberally to wet hair, making sure you lather the shampoo thoroughly all over the scalp by using a downward zigzag motion with your fingers. Pay particular attention to the root area and hair underneath. Then apply more shampoo to the hair, stroking downwards to the tips. Rinse then reapply. Rinse thoroughly, then gently squeeze to remove excess water.

• Always wash your hair in the shower, never wash hair in the bath.

• Keep your hair clean! DO NOT allow your hair to get oily – natural scalp oils, dirt, perspiration and products contaminate the bonds and will cause them to soften or slide out.

• Always wash your hair immediately after exercise or swimming.

How do I brush and style my hair?

• Brush your hair using a soft bristle hair extension brush. These brushes are designed for extensions and will glide gently over the bonds without pulling on them.

• Always hold your hair when brushing to support the extensions and prevent causing strain on your natural hair and scalp.

• Begin brushing the ends of the hair first in downward strokes, working upward step by step. Never brush too harshly. Make sure that you brush over all the bonds and scalp every day – this will prevent matting the roots. Lift up the top sections of hair to brush the bonds underneath.

• When your hair is wet, brush/comb the hair in small sections, holding the hair and starting at the ends. If using a comb, do not comb over the bonds, as you will pull out the extensions and your own hair.

• Never backcomb your hair extensions as this will cause matting which can be very difficult to remove.

• You may use products such as hairspray, serums and mousse on your hair extensions, but avoid contact with the root area at all times.

• Take care not to touch the bonds (if wearing pre-bonded method) with hair straightening irons, curling tongs and other heated appliances, as this will cause them to melt and stick together.

What general care advice do you have?

• Every day it is vital that you separate the extensions at the root area with your fingers, making sure each one is hanging separately if wearing individual extensions. This will prevent any matting from occurring at the roots where your own hair has naturally shed.

• Gently plait the hair or tie loosely in a band before going to bed.

• When wearing your hair up, be careful not to tie the hair too tight as this will cause excess tension on your natural hair. We recommend using an invisibobble as they do not cause tension or headaches when tying hair up.

• Do not colour the extensions at home. However, you may continue to have your roots retouched. Our colour technician simply needs to work around the joins of the extensions, taking care to avoid the bonds.

• Do not pick or pull at the extensions, as this may result in them sliding out and may cause damage to your own hair.

• Wear your hair up when swimming, keeping your hair out of the water as much as possible.

• When on holiday, take particular care of your hair extensions by washing them regularly and keeping your hair out of the water as much as possible.

• Always take extra protection when going on holiday if you have blonde hair. We advise taking some Malibu hard water sachets. Certain countries, depending on the hard water in hotels, can cause extensions to change colour. This cannot be avoided but can be fixed with the sachets which will bring them back to normal again (we have them available in the salon).

• Avoid using saunas or steam rooms, as the intense heat and moisture will cause the bonds to soften.

What problems can cause extensions to break down?

• Using the wrong type of shampoo/not shampooing properly (must lather thoroughly all over scalp)

• Applying conditioner on the bonds or root area

• Not drying your hair immediately after washing

• Not drying the bonds thoroughly (leaving the bonds damp)

• Allowing your hair to become oily/not washing hair often enough

• Not washing hair after exercising (perspiration on scalp)

• Having your hairdryer setting too hot on the bonds

• Contact with hair products and dyes on the bonds or root area

• Excessive heat and moisture e.g. from using saunas, steam rooms etc.

• Consistently getting the bonds wet/damp e.g. swimming

What happens if I can’t make my appointment?

Every appointment will require a non-refundable booking fee. This will go towards the final balance of your service(s).
If you do not arrive for your appointment or cancel/re-schedule within 72 hours of the start of your appointment, your deposit will be retained by the salon.

If you know you are unable to attend your appointment, please let us know as early as possible so we can re-schedule your appointment, transferring your booking fee where we can. (Please note, hair extension booking fees will not be refunded in the case of cancellation)
We reserve the right to ask for payment in full before another booking will be made. If this is done, this amount will be treated the same as a booking fee and will be retained in full upon late cancellation or no-show.
If no booking fee is taken and you cancel within 24 hours, we reserve the right to ask for a late cancellation charge of 50% of the total appointment cost, then payment in full in advance, to book any future appointments.
If you do not show for your appointment and haven’t contacted the salon, you may be removed from the booking system. Please contact us to book a new appointment, we will require payment in full, in advance of any new appointment.

What happens if I am late to my appointment?

Please let us know if you are going to be late for your appointment, we can usually allow for a few minutes, however we may have clients after your appointment. So if you are more than 20 minutes late, we may have cancel your appointment and the above cancellation terms will apply.

Do I need a patch test?

For all new hair colour clients, we will need to carry out a patch/sensitivity test at least 48 hours before your appointment. Failure to come into the salon for a patch test will result in your appointment being cancelled and the above cancellation charges will apply. This is for the safety of our clients incase a reaction occurs.

What to do I need to make a complaint or wish to give feedback?

Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business so we aim to deliver the highest standards in everything we do. Complaints are rare but we take them very seriously, so we have a complaints policy and process which we follow to make sure that things are put right where needed and we can learn from your feedback.
If you are not happy with the service you receive, please tell a member of staff either before you leave the salon, or as soon as possible once you have left. We will listen to your feedback and ask any necessary questions to understand your complaint, we aim to resolve any complaints within 8 weeks. If you have already left the salon, do not go to another salon as we have the right to see exactly what the service or treatment you have received from us, looks like. If you alter your service/treatment elsewhere, we will not be able to rectify any problems and will be unable to offer any sort of resolution.

If, for whatever reason, you feel there is a problem with the quality of your extensions – which can happen on rare occasions as hair is an organic product (you will notice this within three weeks) – you need to make us aware of the problem urgently. We will need you to come into the salon so we can check your hair. All hair will be removed and sent back to the supplier for further testing, provided all of the aftercare advice and products have been used. Should a fault be found with the hair, we will refit and replace your hair free of charge.

Should a problem arise, you must come into the salon within 48 hours of the issue arising to allow me to have a look in person and rectify any issues. It is extremely important that all clients are satisfied and happy and I will do my utmost to resolve any problems. No refund will be given if a visit has not been arranged within 48 hours so we can look at the hair, or if the problem has arisen due to another salon or third party.

Do I need to have my extensions removed by you?

You are required to return to the salon to have your extensions removed by us to ensure your natural hair stays in good condition; no responsibility will be accepted for any damages if extensions are removed by yourself, another salon or third party. We also require you to have your extensions taken out in the correct timescale given for the method you have fitted. No responsibility will be accepted for any damage caused beyond the recommended removal period.

Can I colour my extensions myself?

Colouring of your hair extensions is at your own risk. No responsibility is accepted for deterioration of your extensions, hair or bonds if you colour them. We do have a specialist in our salon if you wish to have them coloured, but all colouring is done so at your own risk.

I’ve coloured my hair since my colour match, what happens now?

If you have altered your natural hair colour after your colour match has been carried out and hair has been ordered, you will be liable for additional costs incurred, such as exchanging hair or if hair can not be returned due to returning policies paying full amount of hair. With some ranges, the hair is ordered specifically for your colour match and is non-refundable. You will then need to order new hair to match your new colour and will not be given a refund or exchange on the original batch

Someone else has cut/topped up/removed/refitted my extensions, is that okay?

If you have your extensions cut/topped up/removed or refitted by anyone other than our salon, no responsibility will be accepted for problems caused .

What are the chances of me having an adverse reaction?

Very rarely, despite a completely faultless application, should you experience an allergic reaction to the extensions, your head becomes very sensitive/painful or you feel you are simply not coping with your extensions, you will be required to come into the salon urgently so we can check and advise what to do next. If this is removal, extensions will be removed free of charge. These types of reaction happen extremely quickly, not a few months after problem-free extension wear.

Can I go on holiday with my extensions?

We can not be held responsible for any damage/deterioration of your extensions while you’re on holiday. We do advise you go on holiday with an old set of extensions to prevent your new hair drying out in hot climates. Very rarely, with blonde extensions, the hair can turn an orange colour. This is caused by some hotels having very hard water, which has a high oxide content and results in the blonde hair changing colour. We sell Malibu hard water sachets which pull out the orange and return the hair back to normal (this happens on only a small amount of clients). Please understand the risks before deciding on your new set if you’re going on holiday.