Appointment Cancellation & No Show Policy

We kindly ask that if you wish to cancel your appointment that you give us at least 48 hours notice. Any deposits given for services (e.g. Brazilian Blow Dry) will be lost if 48 hours is not given. If you book your appointment by way of our online booking system and do not adhere to our 48 hour cancellation the salon reserve the right to charge you up to the balance of your booking left to pay in salon by way of your online payment method. 

In the event you do not show up to your appointment, you will lose any deposit paid to secure the appointment and you will be required to give a deposit for your next appointment. If you miss three consecutive appointments without contacting the salon, you will be unable to schedule future appointments.  If you booked your appointment using our online booking system and do not show up for your appointment the salon reserve the right to charge you up to the balance of your booking left to pay in salon by way of your online payment method.

This policy is in place out of respect for our staff members and clients. Cancellations with less than 48 hours notice are difficult to fill.

Lateness Policy

If for any reason you are running late for your appointment please call us on 0207 221 2227.

We work very hard to schedule the right amount of time for each service. Accommodating late guests is often impossible without disrupting every other guest scheduled that day. Please be aware in the unfortunate event you are late, we cannot guarantee that your services will be performed that day. Lateness of 10 minutes or more may require rescheduling your appointment for another day and the loss of your deposit.

Deposits for Appointments

We are sorry we have to take deposits for appointments at Samantha Cusick London. All of our talented team are self-employed and 'No Shows' to appointments really impacts their income.

When bookings are made over the phone a £50 deposit is payable for all colour appointments and/or services with a value of a £100 or more, for extension appointments and keratin treatments a £100 deposit is payable.

When bookings are made via our online booking system a 30% deposit is collected.

Deposits will be deducted from your bill in the salon. Deposits are fully refundable / Transferable if 48 hours notice is given for any cancellations. Please see our lateness policy as deposits will be forfeited if you are past the cut off time to carry out your appointment.

Service Satisfaction

If after your appointment you are not satisfied with your service, we ask you to please contact the salon within 7 days of that service. We would like every opportunity to meet and exceed your expectations, as we value you as a client. If you have simply changed your mind or if you return after the 7 days, normal charges will apply. If you have altered or attempted to alter a hair colour or cut yourself or by a third party this guarantee becomes null and void.

In the event you do not show up to your appointment, you will lose and deposit paid to secure the appointment and you will be required to give a deposit for your next appointment. If you miss three consecutive appointments without contacting the salon, you will be unable to schedule future appointments.

Skin Testing

If a skin test is required for your colour services and you fail to have one done, then we have no choice but to cancel your appointment. Skin tests must be carried out 48 hours or before your appointment. At Samantha Cusick London we insist on following the rules and regulations of the manufacturers that supply our colour for your own safety and well being.

A skin test is required for all new clients that have not had colour with us before and also for existing clients that have not had colour with us in the last 6 months.

It is very rare for a reaction to occur but if it does it can be very severe and can even cause hospitalisation - this is a risk that we are not willing to take.

Colouring Hair When Pregnant

NHS guidance states that chemicals in permanent and semi-permanent hair dyes, including those that contain bleaching agents, are not highly toxic. Although there's only limited research, most of the evidence shows that it's safe to colour or bleach your hair while pregnant.

Many women decide to wait to dye their hair until after the first 12 weeks of pregnancy, when the risk of chemical substances harming the baby is much lower, at Samantha Cusick London, we support this mind set and do not carry out any colour services on clients who are still in there First Trimester.

Please speak with your doctor for more information about colouring your hair when pregnant.

Gift Vouchers

No refunds will be given for gift voucher purchases. Gift vouchers are NOT redeemable for cash. Gift vouchers are valid for 12 months from the purchase date. Gift voucher are redeemable in salon only against products and services. If change is required this will be given in the form of a credit on your profile at the salon to be redeemed on your next visit.

1. Vouchers are valid for a year from purchase and can not be used after that date.

2. Vouchers cannot be replaced if lost, stolen or destroyed.

3. Vouchers cannot be refunded or exchanged for cash or other denominated vouchers.

4. If an intended purchase is for a higher amount than the face value of the voucher(s), the difference can be made up with a credit card/cash payment. If it is less, then change cannot be given.

5. Vouchers cannot be used in conjunction with any special promotions, discount, coupons or cards.

6. Vouchers cannot be sold to any third parties without our consent. If we do give our consent then such consent may be subject to any conditions which we impose. In any event, you may not sell the Vouchers through the internet without our express written consent, which you must obtain before making any such sale. We reserve the right at all times to refuse to permit any sale of Vouchers by you to a third party.

7. Vouchers can only be redeemed IN STORE (Samantha Cusick London, 284 Westbourne Park Road, London, W11 1EH)

8. Vouchers can not be redeemed online, via post or via telephone.

9. Vouchers are redeemable against all services and products sold in the store (Samantha Cusick London, 284 Westbourne Park Road, London, W11 1EH).

Plus Ones

If you require a chaperone to accompany you to your appointment please let our front of house team know. We are a small boutique salon with limited space for our clients to relax if you anticipate someone accompanying to the salon please notify us in advance.

Are you dog-friendly?

We are proud to be a dog-friendly salon and welcome you bringing you K9 companions with you. If you bring your doggy with you we kindly ask they are fully house trained, vaccinated and friendly with other dogs and people.


At Samantha Cusick London we really want you to LOVE your hair and to make sure we get you booked in for the right service and ensure we can reach your #hairgoals it might be necessary for you to come to the salon for a consultation. Time slots for complimentary consultations are available with our stylists and technicians at the end of every day. If you require a specific time slot in the day for a consultation then this is a chargeable appointment at £30.

Appointments with a Graduate Colourist & Stylist 

Please beware that a Graduate Colourist is a team member that has just completed their training, as such appointments may take longer and results can vary from your specific brief. If you have a very particular end goal in mind for your hair then please book with a more senior member of our team.

Personal Belongings

The company will not accept any responsibility for the loss or damage (including clothing) to any personal belongings that you bring to the salon with you.

While the Samantha Cusick London team will always endeavour to keep your personal belongings safe and undamaged we cannot accept any responsibility for loss or damage of your personal possessions while on the premises. We do take every precaution possible to protect your clothes from colour but we would advise you to wear something appropriate to avoid disappointment. High necklines and collars are best avoided. Bag hooks are provided at every styling station for you to use as we are dog-friendly and even through our best efforts hair colour can get on the floor and transfer.

We highly recommended not to wear expensive clothing while getting your hair coloured at the salon.

Extra Long & Thick Hair or not been to the salon for over 3 months?

We kindly ask that you let us know at the time of booking your appointment if you are a real-life mermaid and have extra long hair or thick hair as we may need to book extra time on to your appointment to achieve your desired look. If you do not tell us and our standard appointment time is not long enough we will have no choice but to reschedule your appointment and you will lose any deposit paid.

Please be aware that there is an extra charge for long/thick hair of £30 - £50 per service. This is purely because we have to book out more time and use an extra product in the hair. 

Our Returns Policy For: / /

Our policy lasts 30 days, If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Several types of goods are exempt from being returned. Perishable goods cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

-Gift cards

-Patch Test Kits

-Downloadable software products


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: 284 Westbourne Park Road, , London, LND, W11 1EH, United Kingdom.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


To return your product, you should mail your product to: 284 Westbourne Park Road, , London, LND, W11 1EH, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £20.00, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, if we do not receive the item, we will be unable to process the refund.