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FREE SHIPPING WITH $75 PURCHASE
FREE SHIPPING WITH $75 PURCHASE

Help Centre

Shipping

We’ll send an automatic e-mail confirming that your order has been received and is in queue to be processed. Please check your junk folder in case it has been allocated there. If you haven’t heard from us, please e-mail orders@loyalhairtherapy.ca

After setting up a user profile in the online boutique you can log in and review all past orders.

We know it is exciting to see your favourite products making their way to you. When we ship with a courier like Canada Post, we will provide a tracking code on shipment confirmation, which will be emailed to you. If we are personally delivering it, we don’t have tracking devices on our team (yet).

Products

Feel free to reach out and we will do our best to find it for you, or recommend an alternative product to meet your needs:

orders@loyalhairtherapy.ca

Products you find at varying retailers that are not professional salons is diverted product. Diverted products are not backed by a manufacturer guarantee and run the risk of having diluted formula, or old, expired product that may not be safe to use. Purchasing from other retailers other than our store or a professionally affiliated haircare website there is potential for you to receive contaminated or counterfeit products that can cause irritation or even infection.

Tools:

Be sure to leave your warning sticker attached to your hot tool cord or else the warranty will be void. We have a great relationship with our suppliers and will replace it for you if it stops working within one year, please note the manufacturer will need to confirm there is a defect. Regular maintenance like cleaning your blowdryer filter and wiping hot tools aide in a happy long life of your tools.

Products:

If your product stops physically functioning appropriately we will be happy to exchange it for you. Note, Hairsprays sometimes need the nozzle run under hot water if it becomes clogged with product.

Pricing

First of all, we want to thank you for supporting a small, local, and Canadian company. We aim to offer competitive prices and incentives to our loyal guests but if you do find a better deal, reach out! We’ll always aim to support you: orders@loyalhairtherapy.ca

Your support allows small Canadian businesses to flourish - thank you! We strive to offer you amazing tools and products at competitive pricing however, sometimes you can find a deal out there. If you discover a regular priced product on a professional Canadian website that is not an affiliate site (amazon, ebay, etc.) we will offer a price match.

All we ask:

  - Document the lower price with a screen shot or a picture of the product
  - Send the photo to orders@loyalhairtherapy.ca with your order number

We will commit to getting back to you within 48 hours with either an online credit for future purchases or a refund of the difference in price. Please note, this decision is at our sole discretion.

Skip the hassle of waiting in store! If you’re local and want an express shopping experience you can do everything online, including payment, and our team will have it ready when you swing by. 

During the COVID-19 healthcare crisis our team is working diligently to personally deliver your products if you live within Kelowna, West Kelowna, or Lake Country at no cost to you.

Canada Post is our preferred delivery partner to meet all shipping and logistic needs across Canada. Canada Post will deliver your package to the address of your choosing on your order. If you do not have a representative available at the chosen address, your package will be held at the post office for pick up. If the parcel is undeliverable or not picked up within the allotted Canada Post time frame, it will be sent back to Loyal Hair with the option of re-shipping (for an additional fee) or refund, less a 20% processing fee.

If Canada Post is unavailable, we will utilize UPS or FedEx following the same conditions as above although additional fees may be incurred.

We aim to offer timely service with competitive pricing, and as a Canadian business, we offer shipping across the nation of Canada. If you live outside the country and would love to support us, reach out and we will do our best to accommodate your requests: orders@loyalhairtherapy.ca

Please note you will need to enter a Canadian address and credit card to make a purchase from our online boutique.

We aim to meet and exceed your expectations and satisfaction with the products we endorse and recommend. If you aren’t happy, please contact orders@loyalhairtherapy.ca

and our team of experts will assist in finding a solution to your beauty needs. As a small business, we offer exchange or credit within 14 days of receiving your products. Should your items be received damaged or broken we will gladly replace them for you. Please note, all sale items and seasonal offerings (ie. holiday promotions) are final. All exchanges can be returned to:

104-1290 St Paul Street,
Kelowna, BC, V1Y 2C9

Memberships

Log on or create an account using the email you used to purchase your subscription. You can view all your subscription details from your account.

Yes, a valid and active credit card number is required for enrollment and reservation. It’s the fairest way of ensuring our members and staff never miss out on a slot due to a no show.

When we said unlimited – we meant it! Our only restriction is that you can only schedule two appointments at one time. Once you’ve visited us for an appointment, feel free to schedule another!


There are few tighter bonds than the one shared by a stylist and their client. That’s why we make every attempt to hook you up with your preferred Service Provider requests while prioritizing your time and maximizing your membership.


We’ve taken every effort to keep the price of extensions as low as possible for our members. There is a $15 service charge per appointment for extensions billed separately from your monthly membership at time of service.

Loved your service? Tip your stylist! It’s customary to show the love and tip your Service provider on the a la carte price of services. They’ll be happy to accept direct cash payment, or we can process via credit card.

Nobody likes a bounced check! That’s why the credit card on file must have an expiration date past your final payment.

Monthly billing will be processed on the day of enrollment, and 30 days after the enrolment date.

Annual billing will be processed on the day of enrollment, and 1 year after the enrollment date.

Monthly Memberships:
Parting is never easy and our flexible membership opportunities offer plenty of ways for us to stay connected. If you must leave, no worries! We’re making it as easy as possible for you. Cancellation requests should be given with 30 days’ notice and all services incurred to date would be charged at a la carte rates.

For example, if you receive 10 blow-dries for a membership value of $35 and the a la carte rate is $55, cancellations incur a balance of $20 per service, or $200 in this example.

Annual Memberships: Preferred membership pricing is provided to members by committing to an annual 12-month contract. We do not offer refunds or cancellations of annual memberships.


We kindly ask you give us 24 hours’ notice if you need to cancel your appointment. This notification courtesy, which we massively appreciate, enables us to schedule another client and, in turn, maintains a higher availability of services for all our members.

Cancellation and no-shows leave gaps in our schedules and leads to a poorer salon experience for everyone. We appreciate your courtesy on this!

·   Late cancellations (less than 24 hours notice) will be charged 50% of the a la carte service fee

·   No shows will be charged 100% of the a la carte services booked

We schedule our appointments to maximize the time you get to spend with your Stylist, and to ensure as many people as possible get their turn in the chair. In consideration of our community, we may need to reschedule any appointment for which you are more than 10 minutes late for. Should you arrive more than 10 minutes late, you will be considered a “no show” and charged accordingly.


Our packages are considered non-refundable and non-transferable.
Your membership is unique to you and cannot be shared with friends and family.

Please contact us if you have a question not answered above.