Store Policies
Reservations/Payment
Reservations are strongly suggested, as our artist schedules fill quickly. Walk-ins are also accepted and appointment times will be filled if available, on a first-come, first served basis.
As with the reservation of a hotel room or a spa appointment, if you aren't able to arrive for your appointment, the time goes unused, people lose income, and we may require pre-payment for future visits. Please help us avoid this by reserving time you know you can keep. Of course, we know "life happens", (it happens to us too) so please call us as soon as you know there's an issue. We accept cash, MasterCard, Visa, American Express, Discover and Atelier and AVEDA gift cards as payment for all products and services. We regret that we are not accepting personal checks.
Gratuities are a sign of a satisfied guest. They are never expected, but are always appreciated. We provide individual gratuity envelopes at the front desk for your cash or personal check, made out directly to the provider of the service. We regret we are unable to add the gratuity to the credit card. Cancellation Policy
We are pleased to reserve an appointment time just for you.
A 24-hour notice of cancellation is requested for your Atelier appointment.
We are unable to book, change, or cancel appointments via email. We do maintain a wait list and will make every effort to fill the appointment time.
The second no-show will result in pre-payment to be necessary for future appointments.
Parking
Parking is free in Santana Row, with the exception of a $6 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. 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 and weekends.
Please note: We want to treat our guests to the full experience, however late start times may make this difficult. We will do what we can, but latecomers will incur the full fee for shortened treatments.
Cell phones
In order for us to maintain a calm and relaxing atmosphere, we respectfully request you turn off or set your cell phone on vibrate when entering the service areas.
Please understand that a ringing cell phone during a service is a distraction from our work, which is providing you with a wonderful service!
Children and Pets
Making your child care arrangements prior to your appointment ensures that you and our other guests will enjoy Atelier's experiences to the fullest. We do not supervise children without appointments. Our goal is to give you the attention and focus you deserve, as well as allowing you to relax and enjoy yourself.
We love pets, but health codes require us to ask that you please leave them at home.
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 for your comfort, and they are laundered after each wearing, however Atelier cannot be responsible for any damage to clothing not removed during their use, nor for any missing or damaged valuables.
Refunds
Our goal is to make you happy. Period. If anything you pay for doesn't meet your expectations, please call and let us know, we'll make it right.
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 within 30 days of purchase, with receipt. The only exceptions are jewelry, flat or curling irons, hair brushes, sale items, and Personal Blends.
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.
We regret that we are not able to give refunds for gift card orders. Any questions regarding store policy should be made to management. Please call us at 408-244-4222.
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