FAQ & Policies
AT ATELIER, WE WANT TO MAKE YOU HAPPY. HELP US HELP YOU. HERE ARE SOME TIPS:
Please arrive 15 minutes early for your appointment to give you time to find parking and walk over to us.
Late arrivals may shorten the service, and make it difficult for us to give you the full Atelier experience. We do charge in full for a shortened appointment due to late arrivals.
Parking is free throughout Santana Row. The six-floor garage on Winchester Boulevard is free and easy to find parking in. There’s also a garage in the same building as Atelier Studio. The Hatton Garage is also free and is close by—on the corner of Olsen Drive and Hatton Street. It’s usually a beautiful day to do a little walking here in Silicon Valley.
CANCELLATIONS, LAST-MINUTE RESCHEDULES AND LATE ARRIVALS
A VALID CREDIT CARD IS REQUIRED TO RESERVE ANY NEW APPOINTMENT.
Appointments are reservations—we hold time on our artist’s books just for you.
Life happens to all of us, but give us 24 hours notice if you’re going to cancel or move your appointment.
We are serious about our 24-hour cancellation and reschedule policy so we can support our artists.
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.
No-shows will be charged 100% of the service fee. This includes arriving too late to receive your service, although your stylist will offer you options for the time remaining.
Arriving 15 minutes or more beyond your reserved appointment time may result in your stylist not being able to complete your service in the time we have left, and we don’t want to rush through.
If your schedule is constantly changing, we would suggest calling for a same-day appointment.
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. Many of our artists 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 a.m., 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 any spa or hotel would.
Appointments for services of three hours or more (such as extensions, keratin smoothing, color corrections, etc.) require a 50% deposit. This deposit is non-refundable if the appointment is missed or is cancelled with less than 24 hours notice.
***For frequent no-show or short-notice cancellations, we will ask that we have your appointments guaranteed with a credit card. New-client appointments will require a credit card to reserve.
You are also welcome to call us for 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, Apple Pay, Google Pay and cash.
Gratuities for services are never expected, always graciously appreciated, and we offer you tip envelopes at the desk for your convenience.
We don’t accept tips on credit cards, so please be prepared with cash or check made directly to your stylist, or you can scan their Venmo code at the front desk.
Atelier Studio doesn’t accept personal checks.
CHILDREN AND PETS
We love children, but can’t supervise yours. During the COVID-19 restrictions, we are not able to have a waiting area, so we can’t accommodate additional visitors. Parents of children having a service who are under the age of 12 are encouraged to stay with their child at the station during the appointment. Santana Row has many lovely open spaces that are very conducive to sitting and chilling out, please direct your visitors to one of these areas.
We love pets, but please leave them at home, (not in your car, please!) unless they are service dogs. Some of our team members or other customers may be allergic.
WHAT TO WEAR
DURING COVID-19 RESTRICTIONS: ALL CLOTHING CHANGES ARE SUSPENDED
IF YOU HAVE A SWEATER OR COAT DURING THE CHILLIER MONTHS, WE HAVE A PLASTIC GARMENT BAG FOR YOUR COAT THAT WE WILL EITHER DISPOSE OF OR LAUNDER BETWEEN GUESTS.
IF YOU ARE ABLE TO BRING IN A SMALL OVERCOAT OR SWEATER, YOU CAN KEEP IT WITH YOU AT THE STATION IN YOUR PURSE OR WE CAN OFFER YOU A SHOPPING BAG.
Atelier cannot be responsible for any damage to clothing or accessories, nor for any missing or damaged valuables. Please keep your items with you when possible.
SERVICE OR PURCHASE SATISFACTION
Our goal is to make you happy. We care about your experience. If you’re not thrilled with your service, please email our guest service team at email@example.com to let us know within seven days so we can make it right.
Beyond seven days, we consider another visit to be a new service and we charge accordingly.
Your adjustment service appointment will be scheduled with the same stylist who performed the service originally. No refunds are given for services. Please email our general manager, Rob Willis, at firstname.lastname@example.org with any questions.
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, CBD, food, and sale items.
We can’t return gift cards or 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, please apply.
Check out our Careers page.