Salon Policies
Guest Orientied Salon
At Craft + Theory, everything we do is completely oriented toward serving our guests.
It’s a team effort here at Craft + Theory — which means we are all on hourly pay and do not receive commission. So you know when we recommend a product or a service, it’s because we genuinely think it will work well for you, not because we’re looking for some extra dollars.
This also means you can expect top-tier customer service. Since we’re all in this together, each team member is responsible for taking care of our guests — so, if you don’t have time to wait for your favorite Stylist, we have others who can help to best fit your schedule. Feel free to try out all the Stylists until you find your favorite one, we don’t mind at all!
experience fee
Effective September 1st, 2023, in our ongoing commitment to delivering unparalleled experiences, we will be implementing a nominal 2.5% Experience Fee on all transactions.
We firmly believe in the value of enhancing every moment you spend with us, and this fee will allow us to continue elevating our services to match your expectations. Your comfort, satisfaction, and delight are our foremost priorities, and this measure will enable us to further invest in the quality of your visits.
Lateness
We understand that things happen and you can run late. Kindly give us a call ahead to let us know. (201) 857-5239
Out of respect for our crew & clients, please note that an arrival beyond 10 minutes of your scheduled session may result in reduced service capability and or we may require another team member to provide assistance in completing some, and in some cases, the entire appointment. If you prefer to have the original service provider perform the entire service you may need to forfeit your appointment completely and endure a cancellation fee.
We may honor your appointment at our discretion and we reserve the right to cancel or modify your services as needed to keep our team on time for all following appointments.
*Please consider that extra time may be needed when locating street parking
Cancellation / No Show Policy
Life happens, we get it. We kindly ask that you provide more than 24-hour notice from your scheduled appointment for any cancellations or changes via email or text.
Notice provided 12-24 hours from your scheduled appointment will result in a charge equal to 50% of the appointment scheduled.
No notice with a result of your appointment being a no-show/no-call will result in a charge equal to 100% of the planned service. Should this happen more than once, Craft+Theory will no longer allow future appointments to be scheduled.
Refunds
We are dedicated to our craft and care deeply about how we service our guests and if you are not super thrilled with your hair, we do everything in our power to fix it and do it with humility. As such, we do not offer refunds of any kind.
If you are not 100% obsessed with your hair, let us know within 10 days of your service and our team will make it right. After 10 days, any concerns will not immediately be considered a complimentary adjustment and will be assessed on a case-by-case basis. This may result in additional service fees.
*We do not offer adjustments of any kind if you attempt to remedy a previous service received at Craft + Theory with at-home services or another salon’s services.
Product Returns
If you are not over the moon about your new product purchase, please contact us for a return within 30 days of purchase.
A refund will not be issued however, the cost of the product will be added to your Craft + Theory account to be used on future product purchases or services.
