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FAQ

 

What helpful hints can you give me for parking?

It’s good to arrive fifteen minutes early for your appointment, to give you time to relax and unwind with a cup of Aveda Certified Organic Comforting Tea. We want our guests to enjoy their full experience, although starting late makes this difficult. Please note we charge full fees for shortened or cancelled treatments.
Parking is free throughout Santana Row, except for an $8 valet service at the corner of Olsen Dr. and Santana Row, in front of the Hotel Valencia, and in front of Straits Restaurant. Valet is in operation Friday, Saturday, and Sunday. Due to urban congestion, we recommend that you allow 15-30 minutes, especially around weekday lunch hours, holidays and weekends. The garage on Winchester Blvd. is free and easy to find parking in. You can also park across Winchester Blvd. in the lots next to the Winchester Mystery House.
It’s usually a beautiful day to do a little walking here in the Silicon Valley.

Is it okay if I talk on my cell phone while I’m at Atelier?

Your visit to Atelier is your chance to relax, and our chance to focus on giving you every bit of our 5-star service. We respectfully ask that you set your cell phone on silent or at least one of those cool mellow ringtones when entering the salon, so your artist doesn’t get startled mid-haircut. Please keep chatting volume low, as others are enjoying their ‘me’ time.

What is your Cancellation Policy?

Our artist’s schedules fill quickly. We have a wait list and check it often. That doesn’t mean you can’t drop in, weekends are busy, and we want to be available when you need us.
Appointments are reservations–we hold time on our artist’s books just for you. Life happens to all of us, but please give us at least 24 hours notice if you’re going to cancel or move your appointment. We promise to do the same. Short notice cancellations and no-shows are hard on our employees. Plus, we miss you! We’re here to make you look and feel great, and we prefer to stay busy.

More than one no-show, last-minute cancellations, or arriving too late for your service–and we’ll ask you to guarantee future reservations with a credit card.

If your schedule is constantly changing, we would suggest calling for a same-day appointment or we may require that you pre-pay for your services.

We will confirm appointments via email or text sent to you three days before your reservation as a courtesy.

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.

What payment types do you accept?

We take many forms of payment: American Express, Discover, Visa, Mastercard, and cash. Gratuities are appreciated and can be added to your credit card, or given in cash. We don’t accept personal checks.

Can I bring my children and my dog?

We can’t supervise children under 14 years old without appointments.
Our focus needs to be on you.
Please plan for child care so that you, and our other guests, can relax and enjoy your visit with us.
We love dogs, but please leave them at home, (not in your car, please!) unless they are service dogs with proper identification.

What should I wear to my appointment?

Please leave valuables at home and wear clothing that you are comfortable changing in and out of for your appointment. We offer guest robes or Atelier tee shirts for your comfort, and they are laundered after each wearing. Atelier cannot be responsible for any damage to clothing or accessories, nor for any missing or damaged valuables.

What if I’m not thrilled with my service or purchase?

Our goal is to make you happy.

If anything you pay for doesn’t meet your expectations, please know that we care about your experience. Please call us right away and let us know, we’ll make it right, at 408-244-4222.
You can also email our General Manager, Rob Willis, at rob@ateliersalon.com.

Does your haircut or color need a tweak? Call us within a week, we’ll take care of it.

You can return retail items for store credit or exchange with a sales receipt within 30 days from Atelier. We can’t give refunds for gift cards or for items you didn’t buy at Atelier.

Are you hiring?

We are always on the lookout for amazing people to become part of our team.
If you’re nice, if you love to be around shiny, happy people, and you have a burning desire to make the world a better place, we’d like to meet you. Check out our careers page.
Questions? Please call our manager at 408-244-4222 x302 or email manager@ateliersalon.com.

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$40 Prote'ge' haircuts available on Monday mornings through Oct. 27... Reserve now: 408-244-4222