Terms and Conditions
Booking Policy
Our Commitment to You
We deeply value your time and our team's efforts. Our booking policy is designed to enhance our services and offer you a seamless experience. Please take a moment to familiarise yourself with the key points below.
Our Booking Deposit
To ensure a seamless experience for your upcoming appointments, we've introduced a booking deposit of 30% of the total service fee. This deposit will be conveniently subtracted from your total service cost during your appointment. Alternatively, if you decide not to proceed with the service, it will be credited to your account for future use. This flexible deposit can be applied towards any of our offerings, serving as a helpful way to support our efficient business operations and offer a fair booking system for everyone.
Cancellation and No-Show Policy
We understand that life can sometimes present unexpected changes. With this in mind, we kindly ask for a minimum of 24 hours' notice if you need to cancel or reschedule your appointment. Failure to provide this notice may result in a charge equal to your 30% booking fee, which will be retained or required before scheduling future appointments.
In case of short notice cancellations, you have two options:
- Send a friend or family member in your place.
- Pay a 30% of the total service fee.
Deposits and booking fees are non-refundable.
No-Show Fee
When a no-show occurs without reasonable notification, a booking deposit of 30% of the service total will be charged to your nominated card on file. This fee reflects our commitment to optimising our services and respecting the time of both clients and staff.
Why It Matters
No-shows have a profound impact on our business. They lead to lost revenue opportunities and disrupt our operations. When a client doesn't show up for a scheduled appointment, the potential income and valuable time are lost, affecting the entire team. As a small business, these instances are particularly challenging for us.
Your Role
Your support is crucial in upholding the integrity of our services. By booking with us, you acknowledge and agree to abide by our Booking, Cancellation, and No-Show Policy. We truly believe that your respect for our time enhances the experience for everyone.
Staying Connected
To help you stay on track, we provide automated reminders via email or text. Please ensure we have your accurate contact details to receive these reminders. Confirming your appointments with us ensures a smooth process for you and fellow clients.
Parking
Street parking is available for $2 per hour for the first 2 hours and $5 per hour thereafter. We only have 1 "Reserve Parking" at the moment; if reserve parking is occupied, please park at ParkMate in Countdown, then come straight to the salon and give us your registration number. Please do not park at ParkMate and shop before you notify us. It must be ParkMate-signed parking. A $3 per-hour fee will be added to the total bill.
Return & Refund Policy
Service Refunds
We do not offer refunds for completed services. If you experience an issue with a service, please contact us within 7 days, and we will do our best to resolve it.
Retail Products
For retail products, we accept returns within 7 days of purchase, provided the item is unopened, unused, and in its original packaging with proof of purchase.
To start a return, contact us at info@aubehair.co.nz. Returns must be sent to the following address:
12 Vinegar Lane, Grey Lynn, Auckland 1021
If your return is accepted, we will send you a return shipping label and instructions on how to send your package. Items sent back without first requesting a return will not be accepted.
For any return-related questions, reach out to us at info@aubehair.co.nz.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We do not offer exchanges on services.
For retail products, exchanges are available only if the item is unopened and in its original packaging within 7 days of purchase. If the item is eligible for exchange, you may return it and place a new order for the product you want.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at info@aubehair.co.nz.
Shipping Policy
Order Processing
Please allow 24 hours to process your order. Expect an email to let you know your order is on the way!
Store Pickup
Location: 12 Vinegar Lane, Auckland 1021
Orders can be picked up daily, standard store operating hours. An email will be sent when your order is ready for pickup.
Flat Rate Shipping
Orders are generally shipped within 48 hours using NZ couriers.
We do not ship outside of New Zealand at this time.
Domestic Shipping Rates
We provide flat-rate shipping for $9.00 and $15.00 for the south island.
Returns and Exchanges
We accept returns up to 7 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
Please refer to our refund policy for more information.