Customer Charter

Team McQueen strive to offer the best possible service and deliver the highest standards of technical skill with every salon service we provide.

  • If You Need To Cancel

    We require 48 hours notice of cancellation either by phone (Fenwick and Orpington), text or email. For appointments of over 2 hours duration or with selected hairstylist / beauty therapist, we will require a deposit or credit card details to secure your booking. Cancellation of appointments of over 2 hours duration with less than 48 hours notice is subject to the full charge (this also applies when booking courses of treatments).

  • Lateness

    Arriving late will limit the time for your treatment or service, thus decreasing its effectiveness and your enjoyment of your experience.

    If you arrive late for an appointment, your hairstylist / beauty therapist will complete as much of the treatment or service as possible within the time that remains but you will be charged for the full services. All treatment times are approximate.

  • Personal Consultation

    Please speak with reception team to schedule a 15-minute consultation for any hair, beauty or service offering which you may require expert opinion on, we require a non-refundable booking fee of £10 which is redeemable to any service booking.

  • Skin Allergy Colour Testing Procedure

    Skin testing is required to all clients for all colouring and technical services.

    Clients who have not had a colour application in our salon in the preceding 3 months are requested to have a skin allergy test at the salon 48 hours before their appointment.

  • Covid-19 Awareness

    We want you to enjoy your visit with us and feel confident about visiting the salon. We are happy to wear face masks on request and have spacious seating arrangements should you prefer some distance.

  • Text & Email Confirmations

    Technology willing, you will receive a text or email message 48 hours prior to your booking confirming your appointment.

  • Feel Free To Choose

    Please feel free to move between whichever stylist & beauty therapist, you wish, whenever you wish.

  • Gift Vouchers

    Gift Vouchers are non-refundable, non-returnable and cannot be extended. All Gift vouchers are valid for 12 months. Please inform reception of any vouchers you wish to use at the time of booking your appointment.

  • Deposit

    50% deposit is applicable to confirm your specialist service. This is deducted from your final bill on the day of the visit. To avoid losing your deposit salon requires 48 hours notice in advance.

  • Customer Satisfaction

    We do not offer refunds on hair, beauty or ear piercing services at the salon but we will do whatever it takes to get our clients to where they want to be, with any necessary complimentary follow up services. If something goes wrong our customer satisfaction service is how we restore your faith in our team when things (very) occasionally go awry. Refunds are only issued in the case of product faults, as our policy does not permit returns for other reasons.

    We only ever want our clients to have happy experience and we will work with you to get things resolved as quickly as possible. Talk to the stylist/ therapist who carried out your service as they will know best how to move you forward to positive solution. Alternatively please email [email protected]. We will endeavour to respond to all emails within 24 hours.

  • Price Match

    When you purchase any salon products we will endeavour to price match (in salon purchases only)

  • Product Purchases

    No refunds will be issued for purchased products. However, exchanges may be considered, contingent upon adherence to specific terms and conditions. The terms and conditions may include requirements such as the product being in its original condition, accompanied by proof of purchase, and within a specified timeframe. We have the right to deny any exchange that does not meet the stipulated criteria.