Answers to some of our frequently asked questions as we emerge from lockdown and enter the holiday season – November 2021

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.

Can I make an appointment?

As we emerge from lockdown we are catching up with the backlog of clients who missed appointments during our closure as well as moving into our busiest time of year. Bookings are quite limited for the remainder of 2021 however if you are after a hair colour, hair extension or smoothing treatment service we would LOVE to hear from you and see what we can do to help (please see point below for information about haircuts).

If you would like a booking or have an enquiry, please email us at info@edenhairenergy.com.au and we will get in touch as soon as possible.

But I just want a haircut!?

We have made the difficult decision to accept that we cannot currently take on any new clients for haircuts as a stand-alone service for the remainder of 2021.

We sincerely apologise if you’ve been waiting to hear from us as a new client for a haircut however at this point in time our cutting stylists simply do not have capacity to take on new clients for haircuts.

We currently have more colourists than cutters and our senior cutting team are only just able to service their existing client base. We really hope that this will change in the future as our team rebuilds and the lockdown rush settles down. We can still provide haircuts with colour services but unfortunately not as stand alone. This does not impact our existing haircut clients.

We are not currently taking new clients for haircuts as standalone services however we welcome expressions of interest from hair colour and hair extension clients – we can offer haircuts to new colour clients with colour services if we are able to find a booking time for you. Please email us at info@edenhairenergy.com.au

Why haven’t I been able to get through to you on the phone?

Due to the forced closure for over 9 weeks between August and October, we have just one person dedicated to our phones for both Eden and Canberra Hair Extensions. The phone has been ringing hot and we are often unable to take all phone calls. If our receptionist is away from the desk our stylists generally cannot take calls as they are booked back-to-back with clients – this is why email is best – please email all enquiries to info@edenhairenergy.com.au.

I’ve been trying to book online but it isn’t working?

Our online booking is currently disabled until we get through our lockdown appointments – please email us if you’d like an appointment at info@edenhairenergy.com.au.

What is the best way to know if there is a cancellation?

If you haven’t been able to get a booking at the time you’d like, the best thing to do is be on our cancellation list. If something pops up at a time you’ve requested we will be in touch as soon as possible – please note if we leave a voicemail or email we will not hold the appointment so if you can get back to us or even better take our call we will have a much better chance of getting you in.

When we have cancellations on the same day as the appointment we will both contact those on our cancellation list and advertise it on our Instagram stories – @edenhairenergy and @canberrahairextensions.

If you want an appointment short notice it is always worth checking in to see if we have had a cancellation – you just never know. Worst case we will find an alternative time for you or add you to our cancellation list 😊

Are you taking bookings for 2022?

Yes absolutely! Many of our regulars book 6 – 12 months of appointments in advance – hence our limited availability coming out of lockdown. If you would like to book in for 2022 please let us know and we can arrange a time for you.

As always, evening and weekend appointments are high in demand, so if you would like to secure your spot do get in touch.

Appointments booked far in advance may be subject to change as our team may wish to take holidays or their roster may change, however our highest priority is always to those guests who have committed to us long term so we will always find an alternative appointment at a suitable time if changes are required.

How are you managing COVID-19 in your salon?

At Eden Hair Energy and Canberra Hair Extensions we always have the interest of you, our team and the community at heart. We operate with strict hygiene measures in place as well as following all ACT and Commonwealth Government guidelines and recommendations.

While it is not mandatory in the ACT to be vaccinated to visit a business or return to the workplace, we are proud to say that our whole team are fully vaccinated.

If you have been a close contact to anyone who has COVID-19, are showing any symptoms or feel you may be unwell please let us know as soon as possible to rearrange your appointment – again the best way to reach us is by email.

If you have any questions or concerns about our response to COVID-19 or have any special requirements please let us know.

Hey, my question isn’t answered here!

Thank you for reading this far, if we haven’t covered your question – you guessed it, please email us 😊 We would love to hear from you and will get back to you as soon as possible.