Read our COVID-19 and lockdown update

Policies and FAQ

Eden Hair Energy Policies

Our team at Eden understands that life is busy and things can happen. As such, we will always do our best to accommodate requests to reschedule appointments. However, last minute cancellations or ‘no-shows’ can result in considerable loss to a small business. So, if you do need to cancel, we ask that you please do so at least 2 days before your appointment.

We ask that you reschedule or cancel any appointments by calling us on (02) 6262 8948 to make sure the message is received. If this is not an option for you, please email us at info@edenhairenergy.com.au.

You can find our cancellation policy details below:

  • A $50 deposit is required for all hair services, except those under $50 which require upfront payment at the time of booking. Your deposit will be deducted off the total price of your service provided you do not reschedule within 48 hours of your appointment.
  • Deposits will not be returned for cancellations within 48 hours of the appointments.
    • For first “last-minute” cancellations, an additional $50 deposit will be required to make any future appointments.
    • For second “last-minute” cancellations, a 50% cancellation fee (in addition to a void initial deposit) and a $50 deposit will be required to make any future appointments.
    • Further cancellations will result in full-payment of service being required in order to book a future appointment at Eden Hair Energy.

We appreciate your understanding that this policy has been introduced because of significant loss of business caused by appointments being cancelled or rescheduled at late notice.

To help you keep track of your appointments, we will send you a reminder text 72 hours before. However, we ask that you please be mindful of conflicting arrangements when making your booking and keep track of your upcoming appointments.

Life is chaotic – we understand! That’s why we send you a reminder text with the details of your booking 72 hours before your appointment.

The message asks that you please confirm by responding ‘YES’ or by phoning us to reschedule or cancel your appointment. If you selected the option to receive a reminder via email and provided your email address, you will receive this too.

If we don’t hear from you, we’ll give you a call or send you a follow up email. We do require confirmation of your appointment for it to proceed.

If we are unable to receive confirmation of your appointment by 12:00 PM the salon day before (Remember that for Tuesday appointments this means by 12:00 PM the Saturday before), we will need to cancel your appointment and offer it to someone on our waiting list. In cases such as these, your deposit will be void and a new one will be needed in order to make a new booking.

We use this pricelist as the foundation for providing quotes for our hair services. However, it is important to note that we aren’t able to provide exact quotes until we assess your hair, in person.

If you are a new client to Eden Hair Energy or looking to make a major hair change, it’s a great idea to make use of our complimentary consultation offer. During this free 15 minute consultation, you’ll get to meet your hair stylist, ask questions and receive an accurate quote upon assessment of your hair.

Either way, we will always provide you with a full itemised quote before we start your hair service on the day of your appointment.

At Eden Hair Energy, we genuinely care. We aim to provide the best possible service and deliver optimal results that you’re 100% happy with. If you happen to leave our salon and find that your hair service results or purchased products are not as you expected, we ask that you please let us know.

If you’re unhappy with a service provided – we want to make it right. Please contact us within one week of your appointment so we can work together to find a solution at little or no cost to you.

Please be advised:

  • This may not extend to ‘change of mind’ where we have provided the requested service, but it is not what you want once you have it.
  • We are also only able to do the best we can with the information you provide us with. As such, it is very important that you provide an honest and accurate history of your hair over the past five years. This means we can determine what we can do for your hair, effectively. Failing to provide us with accurate information can lead to unwanted results such as damage and less than optimal colour results. Important things to disclose are:
    • If you have had highlights or bleached your hair
      If you have used Henna (ever)
    • If you have had permanent straightening or a perm
    • What home hair care you are using
    • If you have been maintaining your own regrowth at home with box colour (and the frequency)
    • How often you heat style your hair

If we recommend a product to you that you purchase from us and find that it’s not quite right for you, please feel free to return it to us. Provided it is 70% full and returned within 12 weeks of the date of purchase, we’ll happily exchange it for something that is better suited to you.

Taking good care of your hair at home is just as essential as regular visits to a salon for maintenance.

Some of the treatments we offer at Eden Hair Energy may require special home care for optimal and lasting results. Your stylist can recommend the best products from our extensive list of quality home hair care products to maintain your colour, style, or treatment. This is part of the service we offer to you as professional hairdressers.If you choose not to follow the home care explained to you, unfortunately we cannot guarantee the durability of the service we have provided.

If we recommend a product to you that you purchase from us and find that it’s not quite right for you, please feel free to return it to us. Provided it is 70% full and returned within 30 days of the date of purchase, we’ll happily exchange it for something that is better suited to you.

FAQ

Below you can find the answers to some of the questions we often get asked by new customers:

You’ll find us on the corner of the DKSN building and bus interchange in Dickson (view parking map for more details).

Up until late 2020, Eden Hair Energy was located at 1/29 Badham Street Dickson. However, that is now the home to our sister salon, Canberra Hair Extensions.

Both of our salons are conveniently located in Dickson and are in walking distance to each other with plenty of parking and public transport available.

Our stylists are pretty awesome! As a result, our regular customers tend to book their appointments in advance (up to three appointments in advance!).

Our after-hours (4:00 pm onwards on weekdays) and weekend appointments always book out the fastest.

So, if it’s important to you to have an appointment at one of these sorts of times, we highly recommend booking a couple of appointments in advance, even if they are more than 12 weeks apart.

If you are flexible with times, we can usually fit you in with the stylist of your choice within two weeks. If we can’t fit you in at your desired time, we can put you on a waiting list. More about that below!

Life gets busy and things pop up, so sometimes people need to make changes to their appointments.

In cases where appointments suddenly become available, we’re fortunate enough to have a dedicated reception team who monitor the bookings carefully. If you’re on the waiting list for an appointment spot, and that spot comes up, you can be assured our team will get in touch with you by phone, text or email.

If we can’t get in touch with those on our cancellation list, we will advertise the available appointment times on social media.

We have always had to be quite strategic with our seating to avoid running out of chairs. Fast forward to 2020 and COVID-19 brought a whole new meaning to strategic seating.

Even though distancing has eased off, we would really appreciate you not bringing guests to your appointment as we have allocated seats for our scheduled clients.

If you would like to bring someone, it would be great if you could call ahead to see if we have space for them on that day.

If your children need to attend your appointment with you, it would be greatly appreciated if you could call ahead so we can make space for them to sit with you.

We have wifi available that they are welcome to use if you bring a device.

If you are having a colour service or a longer appointment, you may wish to book at our sister salon Canberra Hair Extensions. They are set up with much more space between seats, and being a quieter setting, more family friendly.
We welcome kids but ask that you please consider other guests and their experience while they are in the salons.

Unfortunately, we are unable to have pets at our new DKSN salon, unless of course they are a service animal in which case we will always accommodate.

Coming in for a consultation before the day of your service appointment is recommended but not essential (as we will always consult at the time of your appointment).

If you fall into one of the following categories, coming in for a complimentary 15-minute consultation prior to making your booking would be best:

  • New client
  • Having a big change
  • Unsure of what service you should book for

During your free consultation you can meet your stylist, ask them any questions you have and they can assess your hair and provide a full quote.

Please be aware that the person you speak to on the phone when calling our salon is most likely from our reception team and may not be a hairdresser. Therefore, there is only so much information they can provide. That is why we recommend taking advantage of our complimentary consultation offer.

We don’t provide 100% quotes over the phone, email or social media or until we are able to see your hair in person. We do, however, provide a full and comprehensive price and services list. This can give you a good idea of what your service may cost.

We try to package things together as much as possible and also offer special rates for outside of peak times.

During your consultation, or on the day of your appointment before your service starts, we’ll provide you with a full, detailed quote so you can choose whether you’d like to proceed.

If you would like a full quote before you book your appointment, the only way we can do this is via an in-person consultation which you can book online or by giving us a call.

Yes, absolutely! With flexible work arrangements on the rise, we have many guests who plug in and do their work while we do their hair.

Don’t worry, we won’t be offended! If you need to keep tapping away we can both work at the same time!

We have wifi available as well as power and USB ports at each station and an endless supply of coffee.

Who would have ever thought that perms would make a comeback? Secretly us hairdressers always knew the time would be here one day.

A ‘perm’ is the name of a process which creates a ‘permanent’ wave in the hair.

There are still some amazing hairdressers who specialise in this service, and we are lucky to have two of them working at Eden Hair Energy. Paul and Maria are your go to stylists if you are interested in a perm!

If you are interested in getting a perm, you will first need to book in for our complimentary consultation by giving us a call.

Timing is everything when it comes to hair! We have been working on our booking systems and service over the past few years to ensure that we are able to run as efficiently as possible. In 2018, we added a reception team to our operation which has been a huge help to us in being able to honour your appointment time.

If you are running late to your appointment, please call us and let us know. Depending on how late you are will depend on how much of your service we are able to do when you arrive.

Because we have allocated the full amount of time to you and your service, if you are significantly late you may be charged for your full booked service rather than what we are able to do in the time that is remaining.

We send a text message requesting your appointment confirmation three (salon) business days before your booking date. If we don’t receive confirmation, we will attempt to call you, send an email and a follow up message.

If we have received confirmation of your appointment, we do expect that you will be attending.

If you don’t show to your appointment that you have confirmed, we will require a $50 booking deposit which will come off your next appointment (provided you don’t cancel or reschedule within 48 hours or no show) as well as a $50 no show fee.

We understand that life happens, but due to a significant number of occasions where this has occurred, we have been faced with no choice but to implement this policy.

An Update For Our Wonderful Guests

Firstly, Thank you so much for your patience as we navigate through the changes that were announced by the Chief Minister on 27/9/21 and create a plan forward. Apologies in advance for so much info, there is a lot to cover.

Future bookings

You may have seen our update on our Instagram where we advertised a form where you can express interest in a future booking – Please note that we will be making contact with all of the people who had appointments during lockdown as a priority. However if you didn’t have an appointment scheduled during lockdown, here is the link to that form.

An outline of our plan

We know that we may still receive changes and updates from the government or simply find that some things in practice don’t work – so, we may still need to make further adjustments.

We aim to honour all pre-booked appointments, however, we may need to make some changes to some services, and will contact you by phone if this is the case.

Select services on offer

From what we understand we will be allowed to have a maximum of 5 clients in the salon at once until 29/10. This will mean we have limitations on how many colours and cuts we are able to do at any one time. As such, we have put together a list of services that we will be offering to get through the first 4-5 weeks coming out of lockdown:

  • 1/2 head foils
  • Balayage refresh
  • Regrowth tints
  • All over colours
  • Tint and foil packages (regrowth and 10 foils)
  • Trim or haircuts with colour services
  • Treatments with colour services such as plex and k18
  • Haircut as stand alone services (available on Monday and Tuesday only from 10 – 3:00) until 19/11/21
  • Cezanne smoothing treatments
  • Hair extension adjustments

We understand that many people will want to get the works and have a total makeover, however, to make our services available to more people, we have decided to limit all of our appointments to this reduced list of services initially.

This may be a smaller service than what you would like eg a half head of foils instead of a full head, or a balayage refresh instead of balayage lightening, but we can guarantee that you will feel transformed even with this slightly reduced service and we will form a plan moving forward for you to have everything you would like to have done as soon as possible.

To manage the number of people in the salon, we will have certain times allocated for hair cuts exclusively and the rest of the time will be for colour or extension appointments. We hope that these will be suitable for people, we will be doing the best we can within the framework we have to work in – we greatly appreciate your patience.

At this point in time, for the next 5 weeks we are offering haircuts as a stand alone service on Mondays and Tuesdays only.

Existing clients

Our existing clients are our highest priority when we reopen. As such, we are not taking any new clients at this time, however, we would love to look after new guests as soon as we are able to in the future and look forward to opening up appointments soon. We would encourage you to complete the form noted above if you would like to come in once we are open to new clients again.

We understand that our hair extension clients require the most urgent appointments and the stylists who offer this service will be working exclusively on catching up on extension clients until we have got through all those overdue.

A large number of our clients book in advance, often for the whole year. We will not cancel any future appointments as we believe that our commitment is first of all to those who have committed to us. We understand some bookings may need to be adjusted which we can do for you in the salon at your next appointment.

If you can come in through the day and through the week, we will have a much greater chance of being able to get you in sooner as we are nearly at capacity for our evening and weekend appointments until the end of the year.

If you need to get in touch, the best way to reach us is by emailing info@edenhairenergy.com.au and we will get back to you as soon as we can. Please do not call us – we’ll call you. If you are concerned, please email.

Splitting our team across our two salons

We will be splitting our team up and working across our two Dickson salons to allow more clients for each stylist, so please double check the location when your confirmation message comes through.

Colour kits

In the meantime, we are still offering our colour kits until we reopen to our existing clients if you would like to colour your hair with your normal salon tint/toner to get you through to your next appointment – you can find all of the details about this on our Instagram or by giving us a call on 6262 8948.

Our colour kits and any of our retail ranges are available via click and collect during lockdown Monday – Friday 10:00 – 4:00, however, must be pre-arranged.

We can also post any of our retail ranges out to you. We are able to send any of the wonderful ranges we stock in the salon including ColourWow root touch up powder, Kevin Murphy, Davines, Pure, Clever Curl and more at a flat rate of $9.95 and free for orders over $100.

Thank you for reading this lengthy update – we will be in touch with you as soon as possible to arrange an appointment for you.