Atelier FAQ and Policies

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


Please arrive fifteen minutes early for your appointment, to give you time to find parking, relax and unwind with a beverage.

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.

Most of the parking is free throughout Santana Row, with the exception of a valet service in front of the Hotel Valencia, in the Splunk building, and behind Straits Restaurant.

The 6 floor garage on Winchester Blvd. 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 Dr. and Hatton Street. It’s usually a beautiful day to do a little walking here in the Silicon Valley.

For Atelier Willow Glen, there is usually parking on the street on Broadway, just off Lincoln.  Otherwise, it’s all street parking.

Many of our guests enjoy taking Uber or Lyft–here are some promo codes for you!

What is the difference between the 2 Atelier locations?

Both Atelier salons (Atelier Studio at Santana Row, and Atelier Salon in Willow Glen) offer the full Aveda experience.

We offer haircut, hair color, hair treatments, smoothing, perms, and hair extensions.  Atelier Salon Willow Glen offers a Women-Only private suite for our guests who wear a Hijab and require privacy, as well as eyelash extensions and brow waxing.  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, Last Minute Reschedules, and Late Arrivals


Here’s why:

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 full 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.

Reschedules or shortened appointments due to a late arrival will be charged in full for the service that was scheduled, as we were not able to take another guest during that time.

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 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 any spa or 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

***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, 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 personal checks.

Children and Pets

We love children, but can’t supervise yours. We also don’t have the room for visitors in our lounge, as we reserve that area for our salon guests.  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. Consider for last-minute drop ins, it’s just down the street.  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.

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.  We require that you change out of your shirt/top into a guest robe if you’re having a haircolor service.  Atelier cannot be responsible for any damage to clothing or accessories, nor for any missing or damaged valuables.

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  to let us know within 7 days, so we can make it right.

Beyond 7 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 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.
Questions? Please call our General Manager, Rob Willis, at 408-244-4222 x1302 or email

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.