Policies & FAQs

Important policies and frequently asked questions are outlined below for your review.

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Our Salon Policies

By receiving services at Cole Stevens Salons, guests acknowledge and agree to the following policies. Failure to read these terms does not preclude their enforcement or your compliance.

Cancellations, Late Arrivals & No-Shows
24 hour notice is required to cancel or reschedule, or a $25 per service cost will be charged. No-shows are charged 100% of the scheduled service. Guests arriving 15+ minutes late may forfeit their appointment and be responsible for the full service amount. A 15 minute grace period may be extended only at management’s discretion and based on schedule availability.
Service Standards

A credit card on file is required to secure all bookings. No extra guests or children are permitted during services. Guests should arrive with hair detangled and ready for shampooing. Excessive detangling or matting may incur an additional fee or require rescheduling.

The appointment block does not convey your entire appointment time, but the designated prep time. As we are not a suite-style salon, please note that more than one appointment is managed at a time. With our trained assisting staff, we strive to maintain a fluid appointment flow. At times, unexpected guests' accommodations may impact the flow of the day.

Full Sew In/ Extension Appointment Policy

As these appointments generally require a 4-6 hour block of the stylist book, this service requires a $100 deposit to secure the time frame, and will be applied to your service the day of the appointment. Cancellations must be made at least 48 hours in advance. When an appointment is canceled or no show with less than 48 hours notice, the deposit will transfer to the stylist for the lost revenue.

Cole Stevens is not responsible for the outcome, quality, or longevity of installs using hair not supplied by us. If issues occur from using hair from other vendors, Cole Stevens may decline use of non-Cole Stevens Hair for that guest in the future.

Late Arrivals Policy
Our goal is to offer a professional and creative work environment for our team as well as consistency and quality for our guests. Late arrivals create stress and risk a compromised experience for stylists and guests alike. To ensure promptness and quality for all reservations, we may elect to reschedule reservations running 20 minutes late or later to another convenient time. Parking and traffic can be an issue at both locations, so please plan accordingly.
Children In The Salon
Our pricing is based on the stylist level, and we do not offer reduced pricing for children. Please note that children that are not being serviced cannot wait in the salon while you are being serviced. Your adherence is appreciated.
Not Happy With Your Hair?

We’re committed to serving you. Since our clients are priority 1, we welcome the opportunity to adjust your service to your satisfaction. It may be something quickly remedied by your stylist, or you may feel more comfortable with another stylist.

Either way, we want you to feel safe communicating with us within 1-2 days of your original appointment. A redo appointment must be booked within 5 days of the original appointment.

Refunds, Disputes & Corrections

We offer no cash refunds for services or retail items. Redo or corrective services may be provided within 48 hours of the original appointment. Filing or attempting a chargeback or payment dispute for valid fees, deposits, or completed services results in account termination and a permanent ban.

By booking, you authorize Cole Stevens to charge the card on file for any applicable service, cancellation, or policy fee and waive all rights to dispute or reverse charges related to bookings or services rendered.

Personal Items
Cole Stevens Salons cannot be responsible for the loss or damage to personal articles including clothing or accessories. For your convenience, we will hang up any articles of clothing and provide a robe during your appointment. Jewelry and accessories are advised to be removed during your visit to prevent loss or damage.
Gratuities
We appreciate your acknowledgement of the stylists and assistants services provided to you. Gratuities can be handled through the stylist preferred QR code payment supplied at each location. Cash is accepted, but we are not able to make change. Please be sure to have different denominations to leave for your stylist and/or shampoo assistant.

FAQs

How early should I arrive for my appointment?
We suggest arriving 10-15 minutes prior to your scheduled appointment time.
I’m running late. Will you still allow me to keep my appointment?
Cole Stevens can typically still serve Guests who are no more than 15 minutes late for their appointment. Please contact us as soon as possible to communicate your estimated time of arrival, and we will do our best to accommodate you.
How can I pay for my service?
Cole Stevens accepts cash, all major credit cards, debit cards (check/pre-paid), and/or gift cards with the Visa, Mastercard, Discover, or American Express logo. We no longer accept checks of any kind.
Why am I being asked to pre-pay for my appointments?
If you have had a history of multiple no-shows, cancellations, and/or extreme tardiness in regards to your appointments, Cole Stevens reserves the right to ask for pre-payment prior to booking future appointments.
Is Cole Stevens child-friendly?
Absolutely! We are happy to service children ages 5 or older who are willing and/or accustomed to receiving a salon service. However, if your child is not receiving a service, we ask that you make arrangements for their care prior to arriving for your appointment, as they are NOT able to wait, under any circumstance, while you are being serviced.
I’d like to schedule a colour appointment. How can I do that?
Wonderful, we have an amazing Colour team! All colour appointments require a complimentary consultation prior to the actual appointment. When arriving for your actual appointment, please be sure to have clean, dry, product-free hair. You should also expect to spend 4-8 hours in-salon for your colour and finishing/styling services, depending on the services you select.
I’m getting married and need to schedule a bridal appointment. How can I do that?
Congratulations! We’d be honored to prepare you for your special day. Please email our bridal coordinator at bridal@colestevenssalon.com. In the email, please include your wedding date, a picture of your dress (or dress style that you have decided on), pictures of your desired hairstyle, and pictures of any hair accessories. You will be scheduled for a consultation with an appropriate Bridal Team Stylist and a contract will be created based on your consultation. Typically, a deposit of 50% of your total service will be due upon initial approval to reserve your date for hair and/or makeup services.
Does Cole Stevens offer off-site services?
Yes. We offer standard and bridal off-site concierge visits. Please contact a Guest Services Representative at 301.345.0033 for more details.