Salon Policy

Please ensure that you are up to date with our salon policies.

Cancellations - All cancellations require minimum 24 hours notice in our off peak season and 48 hours notice in our high peak season November - December.

 

Reminder Texts & Emails - We do our best to remind you of your appointment 48 hours prior by way of Email and SMS. We ask that you confirm via way of reply (ASAP) so that we can confirm or cancel your booking. Failure to confirm via confirmation messages and/or a late cancellation will result in charge of 50% of booked appointment. Please be sure to check your text and emails for the correct start time and to ensure the correct service has been booked. If you think there has been a error made with your appointment booking, please contact us immediately.

Same day cancellations - Same day cancellations will be required to pay up to 50% of the balance remaining on the appointment to allow for rebooking an appointment. Please remember if you cancel last minute, we are often unable to fill this appointment with such short notice. Additionally, if you do not attend your appointment at late notice, staff wages will still be required to be paid, our rosters are set based on appointments booked by clients.

No Shows - If you miss your appointment, we miss the opportunity to give that appointment to someone on our waiting list. Not showing up to your appointment will result in your booking fee being charged as a cancellation fee plus an additional fee to total 80% of the booked service or, your nominated card being charged 80% of the service fee. Not Showing and not contacting us at all will result in a Salon Ban. Lush Lash & Co reserves the right to not rebook any client.

Late Arrivals - As our work requires fine detail and skill we have allowed the perfect amount of time for each service to do our job correctly and safely, if you arrive late to your appointment we cannot extend your appointment time. Any late arrivals that exceed 15 minutes may be considered a 'No Show' and Lush Lash & Co reserves the right to cancel your appointment. Please show the curtesy of contacting us via phone or text if you are going to be late.

Booking - Selected bookings may require a booking fee/deposit to be paid upon booking. This booking fee/deposit will not be refunded within 48hours of the booking time. New clients who have not previously attended the Salon will not be eligible for booking fee refunds until attending their first appointment.

Booking Fees & Late Fees 'Booking Guarantee" - Your booking time is reserved especially for you, when making a booking with Lush Lash and Co you are not just reserving a service in exchange for a fee, you are also booking a spot in our calendar especially for you, we call this our 'Booking Guarantee". If the service you have booked required an upfront booking fee/deposit, this deposit immediately goes towards our out-of-pocket costs such as, domain connections, timely online booking service fees (which provides the convenience of online booking), staff rostering/wages for the booked time and ensuring we have the products in stock for your service. This money also goes towards guaranteeing you a spot within our schedule, especially for you. Should a late cancellation fee be required to be paid, this fee contributes to our out-of-pocket costs such as, wages and supplies ordered in preparation for the booked appointment. We adhere to the ACCC guidelines regarding booking fees/deposits and service. By booking with us, you agree to our salon deposit and fee policies.

 

Infills - When booking Infills online, please ensure to select an infill time that best reflects your lash needs. Please read the infill description carefully to avoid any disappointment. Any appointments exceeding 4.5 weeks since an infill will require to pay Full Set price. Any work previously handled by another Salon will require the service "Infill from another Salon" regardless if the original service was performed by Lush Lash & Co. 

Allergies - If you have experienced any allergies or adverse reactions to lash extensions at either Lush Lash and Co or another Salon please advise us immediately. Unfortunately the nature of an Eyelash Extension Glue allergy is anaphylactic and may build and worsen over time therefore you may not be eligible for Eyelash Extensions. Please complete our written consultation form honestly and thoroughly, report and reactions to us and book a patch test if concerned. We follow an allergy protocol developed by our Salon and we will do our best to assist you with an allergy post service, however in most cases we will refer you to a GP. Eyelash Extensions, when done correctly are a generally safe procedure, however some temporary irritation may be unavoidable from time to time.

Lush Lash & Co reserves the right to amend any appointments incorrectly made and to charge accordingly. Furthermore, Lush Lash & Co reserves the right to change prices and services without notice.

New Clients - New clients please keep an eye out in your first confirmation text message for a link to a written consultation form (sent 48hrs before). All new clients to the salon are to arrive 5 minutes early to complete a face to face consultation. This also applies to regular clients receiving a new service.

If any major changes have occurred please make sure to keep the Salon up to date. This includes, medications, skin creams or treatments, illness, injury or pregnancy.

Lush Lash & Co recommends a product Patch Test prior to any new service. This is recommended 48 hours prior to your service to ensure no positive allergy results. Please contact us if a Patch Test is desired or book complimentary Patch Test online.

Lush Lash & Co reserves the right to refuse treatment to anyone with infectious or contagious diseases. This includes and is not limited to; conjunctivitis, open herpes, open cuts, head lice, cold sores.


We respectfully ask that no children are brought to the Salon. Whilst we endeavour to provide the safest possible environment, Beauty Salons have many new and interesting things that can potentially be harmful to unsupervised children.

 

Adults please take care when moving about the Salon and getting on and off beds.

Return & Refund Policy

Please note we do not refund for change of mind.
Ensure you read the product description and information before use.
Use all products only as directed.
Additional information may be required.
We reserve our rights under the ACCC guidelines.