Salon Policies

Late cancellations and missed appointments affect our team and other guests waiting for an appointment. We understand that plans can change, and sometimes you may need to reschedule or cancel.

Please give us at least 24 hours’ notice so we can offer your appointment to someone on our waitlist.

We send a reminder text 48 hours before your appointment. Please confirm your attendance when you receive it. If you don’t receive the reminder, let us know so we can check your contact details.

Cancellations or reschedules made within 24 hours of your appointment, and missed appointments, may incur a fee of up to 50% of the booked service during busy periods, such as weekends and the Christmas period. We may use our discretion in cases of illness.

Please arrive on time so we can give your service the care and time it needs. If you’re running 5–10 minutes late, contact us as soon as possible.

A late arrival may reduce your service time, and we may need to adjust your appointment to keep the day on schedule. If we can’t complete your service in the time remaining, we may need to reschedule it.

If delays occur on our end, we’ll do our best to let you know in advance. Thank you for your understanding.

Prices listed online are a guide and may vary depending on hair length and thickness, stylist experience, and any additional services required.

Quotes given online or over the phone are estimates. We’ll confirm the final price after an in-salon consultation and before your service begins.

We reserve the right to adjust our pricing when needed and will always discuss and confirm any price with you before your service begins.

To maintain the quality of our services, we may review our prices annually. We’ll communicate any changes in advance.

Your satisfaction matters to us. If your result doesn’t meet the agreed plan, please contact us as soon as possible so we can understand your concerns and assess the service.

Minor, fixable concerns

For a minor issue with a service that can reasonably be corrected, we’ll offer to put it right at no extra cost and within a reasonable time. Please give us a reasonable opportunity to assess and correct the issue before arranging work elsewhere. If you choose not to give us that opportunity, we generally won’t provide a refund or cover the cost of corrective work arranged elsewhere for that minor issue. This does not limit your rights under the Consumer Guarantees Act 1993 if the issue is of substantial character, cannot be remedied, or we refuse or fail to correct it within a reasonable time.

Complimentary re-do eligibility

• For a complimentary re-do, please contact us within one week of your appointment.
• The concern must relate to the original service and agreed plan, such as tone, an uneven cut, or a result that differs from what was discussed.
• Recommended aftercare and home-care advice must have been followed. The complimentary re-do policy may not apply if you have tried to correct the result yourself or had another salon work on it.

Consultation and limitations

Your stylist will assess your hair, discuss your concerns, and recommend the best next step. A change of preference or a new style or colour direction after your service is not covered as a complimentary re-do and may incur additional charges. Requests made outside the one-week complimentary re-do timeframe may also incur a charge. We reserve the right to decline a complimentary re-do request where appropriate.

The one-week timeframe applies to complimentary re-do requests and does not limit any rights you may have under the Consumer Guarantees Act 1993.

Requesting help

Email info@ferdinandohair.co.nz with your appointment date, your stylist’s name, and a description of your concerns. Photos are helpful where possible.

Under the Consumer Guarantees Act 1993, you may be entitled to a remedy if a product is faulty, not of acceptable quality, or significantly different from what was advertised.

We offer a 14-day exchange period for change of mind or incorrect product selection. For hygiene reasons, products must be unused, unopened, and in their original packaging to be eligible for an exchange.

If you have a concern about a service or product, please contact us as soon as possible so we can assess it and discuss an appropriate resolution.

• In salon: 215 Hinemoa Street, Birkenhead, Auckland 0626
• Email: info@ferdinandohair.co.nz
• Phone: 09 215 0541

We’ll assess concerns fairly and in line with the Consumer Guarantees Act 1993.