Policies & FAQs
This there parking at your shop?
There is heaps of free street parking all along Moss St and May St. The only spot you CANNOT park in are the residential parking only spots directly across the street from our shop on May St (there are signs) - they hand out tickets as quick as lightning.
Can I return a product/ get a refund?
We know from time to time we may change our mind on a recent purchase.
You can return any unwanted products within 30 days of purchase provided they are unopened and in perfect condition.
Skin care purchased on sale, Gift cards, Treatments and Treatment Packages are non-refundable.
Reactions to Skincare
At Coldwater Skin Bar, we want to ensure you have the best experience possible with our brands. That's why we highly recommend having a consultation with one of our skin experts before purchasing any products.
In case of any reaction to a product recommended by one of our skin therapists, please get in touch with us - we want your skincare to work for you!
If you decide to purchase without a consultation and experience any reaction, we won't be able to provide a refund. However, we're always here to help you find the best products for your skin and answer any questions, so please don't hesitate to contact us.
What is your cancellation policy?
Please note that your appointment time is reserved exclusively for you. Late cancellations or missed appointments affect both our practitioners and other clients who may be waiting for care.
We respectfully require at least 48 hours’ notice for any cancellations or changes to your scheduled appointment.
Cancellation fees are as follows:
More than 48 hours’ notice: No fee
24 to 48 hours’ notice: 50% of the appointment fee
Less than 24 hours’ notice or missed appointments: 100% of the appointment fee
All fees will be charged to the card on file.
While we understand that illness and unforeseen circumstances can occur, our cancellation policy applies in all cases. By booking an appointment, clients accept responsibility for appointment fees, regardless of potential illness.
We appreciate your understanding, while no one likes cancellation fees (especially not us), this policy is a sustainable business practice and helps us offer consistent, high-quality care to our community.
I can't find an appointment time that works for me, do you have a waitlist?
Yes!!! If you'd like to add yourself to the waitlist, please visit the Janeapp booking system, click on any "Book now" button on this website and the system will give you an option to add yourself to the waitlist! You'll be automatically notified via email and/or text message when an opening becomes available.
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