Store Policies

Our highly skilled professionals are well trained in client safety and comfort and take the utmost care in providing you with the best experience. Our goal is to give you a fantastic service. We thank you in advance for allowing us the privilege of taking care of you.

Reservations/Cancellation Policy

Reservations are strongly suggested, as our artist's schedules fill quickly. We have a wait list and check it often.

As a courtesy, we will call or you may request an email sent to you two days before your reservation to confirm your date and time.

If you need to cancel or move your appointment less than 24 hours prior to your scheduled appointment, Atelier may charge 50% of cost of the service if we are unable to fill the appointment time.  This is a courtesy to our service providers, and allows Atelier to accommodate the needs of other clients.

Atelier has experienced higher than expected last-minute cancellations and no-show appointments.  We block out anywhere from one to three hours for an individual appointment.  When a guest “no shows” or cancels at the last minute, our Stylists and Estheticians are not able to re-book another appointment.  This results in lost revenue for our business and service providers.  Please reserve an appointment time you know you can keep. 

Repeat no-shows may result in pre-payment being required for future services to reduce the likelihood of additional missed appointments.

We are unable to change or cancel appointments via email.  Please call 408-244-4222 for appointment cancellations.

Appointments for services of 3 hours or more (such as extensions, thermal straightening, etc.) require a 50% deposit. 

This deposit is non-refundable if the appointment is missed or is cancelled with less than 24 hours notice.

Payment types

We accept cash, MasterCard, Visa, American Express, and Atelier and AVEDA gift cards as payment for all products and services. 

We regret that we are not accepting personal checks.

Gratuities are a sign of a satisfied guest.  They are never expected, but are always appreciated.  We provide individual gratuity envelopes at the front desk for your cash or personal check, made out directly to the provider of the service.  We can also add the gratuity to the credit card for your convenience.

Parking

Parking is free in Santana Row, with the exception of a $7 valet service at the corner of Olsen Dr. and Santana Row, in front of the Hotel Valencia, and in front of Straits Restaurant, all of which are fast and convenient. Valet is in operation Friday, Saturday, and Sunday.  Due to occasional urban congestion, as well as the growing popularity of this beautiful and vibrant lifestyle center, we recommend that you allow extra time to arrive, 15-30 minutes, especially around weekday lunch hours, holidays and weekends.  The garage on Winchester Blvd. is free and usually easy to find parking in.

Please note: We want to treat our guests to the full experience, however late start times may make this difficult.  We will do what we can, but latecomers will incur the full fee for shortened or cancelled treatments.

Cell phones

In order for us to maintain a calm and relaxing atmosphere, we respectfully request you turn off or set your cell phone on vibrate when entering the service areas. Please understand that a ringing cell phone during a service is a distraction from our work, which is providing you with a wonderful service!

Children and Pets

Making your child care arrangements prior to your appointment ensures that you and our other guests will enjoy Atelier's experiences to the fullest. We do not supervise children without appointments, and may have to reschedule your appointment. Sharp scissors, hot styling tools, and heavy equipment make for a dangerous place for children, and our goal is to give you the attention and focus you deserve, as well as allow you, and our other guests to relax and enjoy our environment. 

We love pets, but health codes require us to ask that you please leave them at home, unless they are service dogs with proper identification.

Valuables

We recommend that you leave valuables at home and wear clothing that you are comfortable changing in and out of

for your appointment. We provide guest robes for your comfort, or Atelier tee shirts, and they are laundered after each wearing, however Atelier cannot be responsible for any damage to clothing not removed during their use, nor for any missing or damaged valuables.

Refunds

Our goal is to make you happy.  

If anything you pay for doesn't meet your expectations, please call within 24 hours and let us know, we'll make it right.*

For services, contact us within 24 hours, and we will go the extra mile to satisfy you.

*All make-up, hair tools, sale items and Personal Blends sales are final. No returns. No exchanges.

All other products carry a 30 day grace period during which they can be returned for store credit or exchanged with a sales receipt from Atelier.  We regret that we are not able to give refunds for gift card orders. 

Any questions regarding store policy should be made to management. Please call us at 408-244-4222 or email manager@atelieraveda.com.