Atelier FAQ

At Atelier,we want to make you happy.  Help us, help you.  Here are some tips:

 

Parking

Please arrive fifteen minutes early for your appointment, to give you time to find parking, relax and unwind with a cup of Aveda Certified Organic Comforting Tea. Late arrivals may shorten the service, affect the quality of work, and make it difficult for us to give you the full Atelier experience.

Most of the parking is free throughout Santana Row, with this exception: $8 valet service at the corner of Olsen Dr. and Santana Row, in front of the Hotel Valencia, and behind Straits Restaurant. Valet is in operation Friday, Saturday, and Sunday.

The 6 floor 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, or in any of the other surface lots.  It’s usually a beautiful day to do a little walking here in the Silicon Valley.

***Note that the parking lot on the corner of Olsen and Winchester is undergoing construction.  Please consider parking across Winchester in the former Century Dome Theater lot.  You can also park in the garage in our building or any other lot at Santana Row at no charge.***

What is the difference between the 3 Atelier locations?

All three Atelier salons (Atelier Salon and Atelier Studio at Santana Row, and Atelier Salon & Barber Shop in Willow Glen) offer the full Aveda experience.  We offer haircut, hair color, hair treatment, smoothing, perms, extensions, makeup, brow and facial waxing services.  The main difference is the vibe.  Each salon has its own unique personality, decor, and energy.  Try each one and see which suits you.  We encourage our guests to visit each location, meet our team, and settle where you feel most comfortable, or whichever Atelier is most convenient for you.

Cancellations and “Where Is My Guest”?

Our artist’s schedules fill quickly.  Appointments are reservations–we hold time on our artist’s books just for you. We have a 24 hour cancellation and reschedule policy that we are strict about.

Life happens to all of us, but give us 24-hours notice if you’re going to cancel or move your appointment. We have a wait list and check it often, and someone else might want your spot. Short notice cancellations and no-shows are hard on all of us, especially your stylist’s income. Plus, we miss you!

If you reschedule or cancel with less than 24 hours notice, please know that 50% of the service you reserved will be charged to your credit card on file.

If your schedule is constantly changing, we will suggest calling for a same-day appointment.  Our mission is to get you here, and we’ll do what we can, we appreciate you doing the same.

We will confirm appointments via email or text sent to you three days before your reservation as a courtesy, but please put it into your calendar too.

Why are you asking for my credit card info when I book my appointment over the phone?

When we schedule an appointment for you, we reserve that time for you.  If you miss your appointment, it impacts our employee’s income.  So, we do what we can to ensure that we utilize the stylist’s time well.  Many of them drive long distances to get to work, and we have had instances where they drive from as far away as Santa Cruz in traffic at 7 am, only to have their first client not show up–without even a phone call.  So, we appreciate the courtesy of a 24-hour cancellation, or we do have to charge for the appointment, just like a spa or a hotel would.

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. Bridal and special occasion groups also require a deposit.  For bridal party information, email us at weddings@ateliersalon.com.

***For frequent no show or short notice cancellations, since we have missed you multiple times in the past, we will ask that we have your appointments guaranteed with a credit card.  New client appointments will require a credit card to reserve.

Our goal is to continue to welcome you to Atelier, and this is, unfortunately, what we need to do going forward.  You are also welcome to have a visit on a same-day or walk-in basis.

***Rest assured, that our software system is fully PCI-compliant.  Your credit card number is never fully visible.  Your card will not be charged unless you miss your appointment without a call or cancel your appointment with less than 24 hours notice.

Gratuities and Payment types

We take many forms of payment: Discover, Visa, Mastercard, and cash.  (We will stop taking American Express as of August 2016)

Gratuities for services are never expected, always graciously appreciated, and we offer you envelopes at the desk for your convenience. We prefer that you leave your ‘Tip Love’ in cash.  We don’t accept personal checks.

Children and Pets

We love children, but can’t supervise yours. Children over the age of 5 who are having a service are welcome. Our focus needs to be on you. Please plan for parental supervision so that you, and our other guests, can relax and enjoy your visit with us. We love pets, but please leave them at home, (not in your car, please!) unless they are service dogs with proper identification.

What to Wear…

We offer guest robes or Atelier tee shirts if you want to change out of your top for your comfort, and they are laundered after each wearing.  ***California’s ongoing drought requires water-saving measures.  Please consider not changing into a guest robe (unless you’re having a color service) to help us save on laundry/water.***

Atelier cannot be responsible for any damage to clothing or accessories, nor for any missing or damaged valuables.

What if I am not thrilled with my service or purchase?

Our goal is to make you happy.  We care about your experience.

Does your haircut or color need a tweak? Call us within 7 days, so we can take care of it. We will happily adjust a service within 14 days. Please note that we do not offer refunds on services rendered, however we will do everything we can to correct any issues that may arise.
You can also email our General Manager, Rob Willis, at rob@ateliersalon.com.

We can’t change what we can’t see, so we will need you to come in. Beyond that, we consider another visit to be a new service and we charge accordingly. 

You can return retail items for store credit or exchange with a sales receipt within 30 days from Atelier with the exception of hair tools and sale items.  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 General Manager, Rob Willis, at 408-244-4222 x302 or email rob@ateliersalon.com.

artist's workshop

Yellow Line

Atelier literally means "artist's workshop", which explains our approach of combining superior education with creative vision to bring out your authentic beauty, while enhancing your best features to suit your lifestyle. At Atelier, you are our greatest work of art.