FAQs

Bookings and Appointments

• What are your operating hours?
  We’re open Monday to Friday except Wednesday from 10:00 AM to 6:00 PM. We are closed on Sundays. However, if you see slots outside of these hours we are available.

• Are after 6 PM slots available?
  Appointments after 6 PM are considered outside of regular hours, incur a £15 fee, and are subject to availability. If you cannot see availability on the site, it means its unavailable at this time.

• Do I need to book an appointment?
  Yes, all appointments must be booked in advance. Slots are released on the 15th of each month.

• Can I book in advance?
  Bridesmaid appointments can be scheduled up to 3 months ahead. For photoshoot bookings, please email hello@renstouch.co.uk. Other appointments can be booked once slots are available.

• What if I can’t see the style I want?
  If your desired style isn’t listed, it means it’s currently unavailable with our salon stylists due to ongoing training. Alternatively, you can book with Ren for a wider range of styles. If you still cannot see the style you’d like, it’s unavailable at this time.

• What if I can’t see the slot I want?
  If the slot you want isn’t available, it means no stylists are free at that time. Our full availability is always up-to-date on the website.

  We’ve also stopped offering emergency slots to maintain the quality of our services. Taking extra clients can lead to stylist burnout, and we want to ensure every client receives our best care and attention. Please book in advance to avoid disappointment.

  Do stylists assist with other services?
  Yes, sometimes our stylists assist with specific services such as ponytails and straightening elements to ensure a seamless experience.

Payments and Fees

• What is the deposit amount and payment method?
  A £20 non-refundable deposit is required to secure your appointment. This deposit will be deducted from your total service cost. Payments can be made via cash, card, or bank transfer. Deposits must be paid through the booking site.

• Are there additional fees?
  Yes, the following fees apply:

  • Emergency slots: £20
  • 6 PM or Saturday slots: £15
  • Late fee (over 10 minutes): £10
  • Bank Holidays: £20

Salon Etiquette

• How should I treat the stylists?
  Please treat all stylists with respect and kindness. Abuse of any kind will not be tolerated.

Cancellations and Rescheduling

• What should I do if I need to cancel or reschedule?
  Please provide 48 hours' notice if you need to reschedule. You can reschedule once using available dates via your confirmation email. Cancellations or no-shows within 48 hours will incur a £20 fee, and the deposit will not be refunded.

• What happens if I need to change my appointment time?
  If you need to change your appointment time, please reschedule via your confirmation email at least 48 hours before your scheduled time, if you cannot see the date or time on the calendar, that means it's unavailable.

Special Events

• Do you provide services for special events?
  Yes, we offer services for weddings and other special events. Bridesmaid bookings can be made here. For photoshoots or freelance work, please email salon@renstouch.co.uk. Group bookings can be made up to 3 months in advance.

Appointment Preparation

• How should I prepare my hair for the appointment?
  Your hair should be freshly washed, blow-dried, and free of any products or oils. Appointments with dirty hair will be canceled.

• What hair should I bring?
  It’s totally up to you! Refer to the captions on our Instagram photos for specific hair specifications, including the number of bundles used for each style. The number of bundles is also included in the Appointment description when booking. We can't always tell from other stylists work, so please refer to our instagram.

• How long will my appointment take?
  Appointments typically last between 1.5 to 2.5 hours.

Location

• Where is your salon located?
  We are currently Based in South Norwood. The full address will be sent out to you 24 hours before your appointment time. For example, 2pm on 26th if your appointment is at 2pm on the 27th. 

Miscellaneous

• Can I use synthetic bundles?
  Human hair is preferred for durability, but synthetic bundles can be used if needed.

• What if I’m running late?
  If you’re running late, please call us on 07392 132178. A £10 late fee will apply if you are more than 10 minutes late. Any lateness over 15-20 minutes may result in a style change or cancellation.

• Can I bring a friend or family member to my appointment?
  Due to space limitations, we ask that you come alone to your appointment to ensure a comfortable experience for everyone. Under 16s should be accompanied by an adult.

• How can I contact you?
  For urgent matters or same-day appointments, please call 07392 132178. For other inquiries, email salon@renstouch.co.uk or call the salon during our operating hours.