Your Experience

We really want you to get the maximum benefit from your experience with us at the Urban Retreat. The general information and guidelines below will help you to achieve this. Walk into the Urban Retreat and you will be greeted by one of our reception team who will check you in and show you to the cloakroom and waiting area.

YOUR ARRIVAL

Arriving early is a great idea as you can take your time and relax before your appointment. You may want to take some refreshments in the East Dulwich Deli, adjacent to the salon or spend time browsing our vast retail emporium.

LATE ARRIVALS

If you arrive more than 15 minutes late for your appointment you will be offered the rest of your appointment at the full price. If you arrive later than 15mins we will do everything we can to try and accommodate you.

APPOINTMENT TIMES

Please note all beauty treatments include a 15 minute turnaround time. This allows for consultation and dressing.

PERSONAL BELONGINGS

We have a cloakroom for your convenience to leave coats and umbrellas, but please note that we cannot take responsibility for any handbags, purses or valuables.

HEALTH CONCERNS

Please let us know before your treatment if you have any concerns regarding your health or wellbeing. Please notify us upon booking if you are pregnant so that we can advise on treatments and customise techniques that are safe for pregnancy. For your comfort we have a no smoking policy throughout the spa.

QUIET

To make the most out of your time with us and in respect for other guests, please ensure your mobile phone is switched off during your visit.

CHILDREN

Due to strict Health & Safety guidelines, children are not permitted in any of the treatment rooms.

FEEDBACK

We endeavour to make sure all of our clients receive the very best service and experience possible, andyour feedback is extremely important to us. If you would like to share your positive experiences, offer thoughts and suggestions or let us know when something hasn’t reached your expectations, we would love to hear from you. You can either speak to a member of the salon team in person or click here to submit “YOUR FEEDBACK”.

DEPOSITS

Specific services & treatments require a deposit at the time of booking. This is highlighted on the relevant page, where applicable. If an appointment is cancelled without the required 24 hours minimum notice, the deposit becomes non-refundable. Deposits are fully refundable where a cancellation takes place more than 24 hours prior to the appointment time. In addition, deposits are also required for the below services:

• All treatments and services over the value of £150.
• Courses: Where a cancellation is made without notice, the appointment will be non-refundable and non-transferable.
• Group bookings (+2 clients).

CANCELLATIONS

If you need to cancel or reschedule your appointment we require a minimum of 24 hours notice prior to your booking time. Where 24 hours notice is not given, 50% of your appointment fee will be charged and the account must be settled before any further bookings can be made.

PROMOTIONS & EVENTS

We regularly hold exclusive events, launch new and innovative products and treatments and offer exciting special promotions. Keep up to date and ensure you don’t miss out by signing up to our online newsletter.