Terms and Conditions

Web Booking

Advance Notice: To ensure that we can accommodate all our clients effectively, we kindly ask for at least 24 hours' advance notice if you need to cancel or reschedule your appointment. This allows us to offer the time slot to another client who may be waiting for an appointment.
Late Cancellation Fee: We understand that unexpected situations arise, but please be aware that cancellations made without sufficient notice can disrupt our scheduling and affect our stylists' livelihoods. Therefore, a 20% deposit late cancellation fee will be applied to appointments canceled less than 24 hours before the scheduled time or for no-show appointments.
Deposit Requirement: To secure your appointment, we may require a deposit for appointments booked. This deposit will be deducted from your total bill on the day of your appointment. In the event of a cancellation without sufficient notice or a no-show, the deposit may be non-refundable.
Rescheduling: We understand that sometimes plans change, and you may need to reschedule your appointment. We're happy to accommodate rescheduling requests, provided they're made with at least 24 hours advance notice. Please let us know as soon as possible if you need to make any changes to your appointment time.
Exceptions: While we do have a cancellation policy in place to ensure the smooth operation of our salon, we understand that emergencies and unforeseen circumstances can arise. In such cases, we're more than willing to make exceptions to our policy. If you encounter an emergency or extenuating circumstances that prevent you from keeping your appointment, please don't hesitate to reach out to us.
Communication Channels: To ensure effective communication regarding appointment changes, we offer multiple channels for your convenience. You can cancel or reschedule your appointment by phone, email, or through our online booking platform. Please feel free to use whichever method is most convenient for you. If you need to cancel or reschedule, kindly notify us as soon as possible to allow us to adjust our schedule accordingly. We're here to assist you and ensure a smooth experience with us.
Policy Enforcement: While we strive to maintain a flexible and understanding approach to our cancellation policy, consistent enforcement is necessary to ensure fairness to all our clients and staff members. Clients who repeatedly violate our cancellation policy may be subject to certain measures, including but not limited to the refusal of future appointments. Our goal is to provide exceptional service to all our clients while respecting the time and effort invested by our team. We appreciate your cooperation in adhering to our policies and helping us maintain a positive salon experience for everyone.

Parking

Street parking is available for $2 per hour for the first 2 hours and $5 per hour thereafter. If you can't find street parking, please park at Secure Parking at the end of Vinegar Lane, first on the left, with "Reserve Parking" on the wall. 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.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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.