FAQs

Find answers to some of our most frequently asked questions regarding appointments, salon policies, hair extensions, products and your experience at The Chair Salon. If you need any further assistance, our team will be happy to help.

Appointments

  • Appointments can be booked through our booking site. If you have any difficulties, you can send an email to hello@thechairsalon.co.uk or call 07902380901 for assistance.

  • Consultations are recommended for all new clients and may be required for certain services including colour, hair extensions, K-tips, texture release treatments and hair loss systems.

    This allows us to assess your hair and recommend the best approach for your hair goals and overall hair health.

  • Yes, a deposit may be required to secure your appointment. Deposits are deducted from your final balance and are non-refundable unless otherwise stated.

  • We accept walk-ins, however this is subject to availability. Please call or message to check same-day availability and we will proceed with booking.

  • Yes, multiple services can be booked in one appointment. They must be selected as add-ons at the point of booking. Please ensure all required add-ons are selected at the time of booking, as additional services may not be accommodated if sufficient time has not been allocated.

  • You can contact us via email, phone or Instagram, and a member of our team will get back to you as soon as possible.

    E: hello@thechairsalon.co.uk

    T: 07902380901

    IG: @thechair.salon

  • f you need to cancel or reschedule your appointment, this can usually be done directly through your booking confirmation email. If you are unable to make changes, it is likely because you are within the restricted cancellation or rescheduling window.

    Appointments rescheduled less than 72 hours before the appointment time will incur a £30 rescheduling fee. Please note that reschedules can only take place within the month or 30 days from your original appointment.

    Appointments cancelled less than 48 hours before the appointment time will require 50% of the remaining appointment balance to be paid.

    To do so you can call us on 07902380901.

  • f you are running late to your appointment, we kindly ask that you notify us as soon as possible.

    Clients arriving more than 15 minutes late will incur a £15 late fee. If you are more than 30 minutes late, your appointment may be cancelled and 50% of the remaining service balance will be charged. This also applies to no-shows.

  • We specialise in textured hair, including curly, coily and kinky hair textures, while also welcoming clients with straighter hair types.

  • We are based in New Cross, South East London. Closest rail stations are New Cross/New Cross Gate, Queens Road Peckham or Nunhead.

  • Free side-road parking can be found on Erlanger Road (SE14), which is a 1-3 minute walk from the salon

  • To maintain a calm and elevated salon experience for all clients, we kindly ask that additional guests are not brought to appointments unless previously agreed.

    We kindly advise that children are not brought to the salon due to health and saftey. However, they are welcome provided they remain supervised in the reception area, in a buggy/car seat, or are carried throughout the appointment.

Salon Experience

Hair Bookings

  • Hair should arrive freshly washed and blow-dried unless a wash service or treatment has been booked.

    Previous styles, including cornrows, must also be removed prior to your appointment unless a takedown service has been added to your booking.

    If your hair requires washing upon arrival, our team will advise you accordingly. Please note that refusal of a necessary wash service may result in us being unable to carry out the appointment.

  • Hair extensions can be provided for your appointment with sufficient notice. All hair must be purchased via our website at least 72 hours prior to your appointment; otherwise, a £40 priority order fee will apply.

    For braid appointments, only X-Pression or French Curl braiding hair is provided. If you require colours other than 1B, please notify us in advance. Boho curls must either be purchased through our website ahead of your appointment or provided by the client.

  • All brand-new closures, frontals and wigs must be dropped off or posted to the salon at least 5 days prior to your appointment to allow adequate preparation time. Late drop-offs will incur a £35 late preparation fee.

    Please ensure your full name and appointment date are clearly labelled inside your package.

    We strongly recommend using a tracked postal service to ensure your hair arrives safely.

    Previously used closures and frontals do not need to be dropped off in advance.

  • We only accept high quality human hair extensions and lace systems. T-Parts, thick lace are not accepted.

    If you are not purchasing our hair, we reccommend using quality 12A virgin hair or single donor raw hair for the best results.

    Transparent closures/frontals must be good quality or we will not accept them.

  • If you have any allergies or sensitivities to hair products, please let us know prior to your appointment so we can inform your stylist and avoid using products containing the relevant ingredients.

    You are also welcome to bring your own products should you feel more comfortable doing so.

Store Policy

  • Due to the nature of our products, all sales are final and we do not offer refunds. However, in the unlikely event of a manufacturer fault, we may offer an exchange or store credit to the same value.

    Any concerns regarding faulty products must be reported within 72 hours of receiving your order.

    For hygiene reasons, we do not accept returns or exchanges on any worn, installed or altered products.

    All return shipping costs are the responsibility of the customer. We strongly recommend using a tracked delivery service, as The Chair Salon is not responsible for lost return parcels.

  • Please allow up to 3 working days for delivery on all UK orders, excluding processing time.

    All orders are shipped using a tracked delivery service, and you will receive a dispatch confirmation email along with your tracking reference once your order has been sent. A signature may be required upon delivery.

  • Processing time for all orders can take between 3–7 working days.

    Please note that custom orders, including certain textures, coloured hair and bulk hair orders, may require a longer processing timeframe.

  • Yes, hair orders can be collected in salon by selecting the “Pick-Up In Store” option at checkout. Please note that standard processing times still apply, so we recommend contacting us beforehand to confirm stock availability and collection readiness.

  • While we ensure all products are thoroughly checked before dispatch, we cannot guarantee that damage will not occur during transit.

    If your order arrives damaged, please email clear photographs of the damaged product and packaging to us as soon as possible so our team can investigate the matter further with the courier.