FAQs
Send us your question--if we use it, you will receive an Atelier Gift Card!
Q: Thank you for always being on time for me. It's not common in salons I've been in before. How do you do it?
A: Thanks for noticing! We pride ourselves on our on-time record, and consider it to be a minimum standard. If unforeseen issues cause a guest to arrive later than the scheduled time, we may have to shorten the service to be sure we are ready for our next guest. Maybe we need to cut the hair dry, or do a more casual finish. That way, we can accomodate everyone, and respect everyone's schedule. As a busy, in-demand salon, with a professional and reliable team, our goal is to make you look great without making you wait. We encourage our guests to allow time for parking, and book appointments when they know they have no schedule conflicts.
Q: Do you sell customer information or email lists?
A: Never! We're glad you're concerned with your privacy. We are too. The information you give us at the time of your first appointment booking is never removed from our computer system or the premises. It's password protected, since we're concerned about it too. We also have a confidentiality agreement in place with all staff members to further protect you.
Q: Why do you ask for 2 phone numbers when I'm booking my appointment?
A: As a courtesy, we make reminder calls to you 2 days before your service. If we can't reach you at one number, we may try the other. In addition, life happens to us, too. If your scheduled artist becomes ill or there is a scheduling glitch, we will really, really want to reach you to let you know. We respect your time, too.
Q: How do I choose which level of artist to see?
A: Good question! We have many talented artists, with a variety of schedules to fit your needs. The main thing to know is that we value your business and respect your schedule above all else. If you are looking for the highest levels of experience, please choose our Senior or Master levels. If budget is a focus, choose Advanced or Intern. We record all color formulas and notes in our computer system. Please note that if your needs change, you are welcome to choose a different artist for the next visit. We are flexible, and are happy to see you in any artist's chair. Our team culture makes it easy and comfortable for you to visit any or all of our team!
Q: What is your return policy?
A: We sincerely hope you are extremely satisfied with any service(s) or products you received or purchased. If this is not the case, please contact our manager who will make every effort to satisfy you. For services, contact us within 7 days, and we will go the extra mile to make adjustments. For retail items, we will happily give you store credit or exchange it for something you desire within 30 days of purchase, with receipt. Our highly skilled professionals are well trained in client safety and comfort and take the utmost care in providing you with the best experience. We thank you in advance for allowing us the privilege of taking care of you.
Q: Can I try out different artists in your salon?
A: Absolutely! We have a "no possession" policy here at Atelier. Our artists never take it personally if you're in someone else's chair for your next visit. Our team attitude means that you can feel comfortable with any of our talented artist. It's all about your convenience, not our ego. You're "our" guest. We really mean it.
Q: Are men's haircuts a different price than women's haircuts?
A: No. We base our pricing of haircuts at Atelier on the experience level of the artist, and not the length of the client's hair. Sometimes a woman has short hair, and a man has longer hair, and we feel that each person receives the same excellent experience; therefore, the pricing is the same for either a man or a woman.
Q: What payment types do you accept?
We accept Visa, Master Card, American Express. We will accept personal checks, subject to approval by a check processing service at time of payment. We also accept AVEDA gift cards and Santana Row gift certificates. Returned checks will be subject to a $40 fee. For certain services such as Hair Extensions, Thermal Straightening, Wedding/Special events with multiple guests or Extended time, we require a 50% non-refundable deposit. Color Re-visions upon consultation and quote. Please note that we will take a valid credit card to reserve your appointment time for you in good faith. We will remind you about it 2 days prior. A missed appointment will result in a charge for the time we weren't able to fill. We will tell you that when you make the appointment.
Q: What is the right thing to do when it comes to tipping?
A: Gratuities are at the guest's discretion and are appreciated by our artists for outstanding service. The referral of your friends is also always a wonderful gift. We provide gratuity envelopes at the front desk for your convenience if you feel inclined to tip your Atelier artists for their excellent work.
Q: Why do prices vary?
A: Our price levels reflect our artists' achievements, which are based on experience and education. We have 5 levels: Protégé, Intern, Advanced, Senior, and Master. While prices vary accordingly, every Atelier artist is constantly improving through ongoing education and continued inspiration. Whatever level you seek, you'll experience an excellent service guaranteed to make you look and feel your best.
Q: What is the difference between artist levels?
A: T he level of each stylist depends upon the amount of education, training and experience under their belt. To read about all the levels and their criteria, click here.
Q: My favorite artist is always so busy. How can I be sure they'll be available when it's convenient for me?
A: We're so pleased that our talented artists are in such high demand. To guarantee an appointment with your favorite artist, simply schedule it well in advance...we recommend scheduling it before leaving the salon from your completed appointment. This guarantees availability with your Atelier artist at a date and time that is most convenient for you. We hope that you will plan ahead . . . we are worth the wait! We have a philosophy of sharing our clients between all artists. This means that you can feel 100% comfortable scheduling with another artist if your favorite one is unavailable when you need an appointment. We keep all color formulas and notes in our computer system, so you can be assured of a consistent result, no matter whom you see. We have multiple artists at all experience levels, and we're open during the hours you need us most. 7 days a week, most days 8 am till 9 pm!
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