Booking & Appointments
Do I need to book in advance?
Due to limited availability we recommend that all clients book in advance. You can book 24/7 online via Fresha at thenailist.co.uk. That said, if you are walking by you are welcome to ask and we will do our best to accommodate you.
What happens at my appointment?
Before your treatment, our therapists will spend time with you to determine your treatment needs, desired results, length of time for service and pricing. These consultations are designed to improve our overall service and your salon experience.
What time should I arrive?
Please arrive at least 3 minutes before your scheduled treatment time so that you can check in. We run a tight ship and to ensure we provide a high quality service to all clients, arrivals more than 10 minutes after the scheduled booking time may result in the appointment being cancelled and a charge equal to the cost of your treatment(s) being applied.
What if I'm running late?
Please let us know as soon as possible by calling us on 0208 617 1780. Arrivals more than 15 minutes after the scheduled booking time may result in the appointment being cancelled and a charge equal to the cost of your treatment(s) being applied.
Policies & Payments
What is your cancellation policy?
We appreciate life happens! But as we're a small business, short notice cancellations do affect us a lot. Please note the deposit is non-refundable.
| More than 48 hours notice | Completely free of charge — we can transfer your deposit to a future appointment. |
| 24 to 48 hours notice | A charge equal to 50% of the cost of the treatment(s) booked will apply. |
| Less than 24 hours notice | A charge equal to 100% of the cost of the treatment(s) booked will apply. |
How can I pay?
Cash is king! As a small business, bank processing fees eat into our margins so if you're able to bring cash, we'd really appreciate it. Otherwise, we can still process most debit and credit cards (including American Express) in our salon and through a payment link sent as a text to your mobile. Business account details can also be provided for BACs transfers if preferred — please ask a member of the team. We reserve the right to ask clients to pay in full before treatments.
Do you offer refunds?
At The Nailist, we pride ourselves on what we do. Whilst we operate a no refund policy for treatments, in the unlikely event that you are unsatisfied, our team are happy to try to rectify the problem or offer an equivalent treatment (time permitting) during your appointment slot. Once you have left the salon following your treatment, you confirm that you have accepted the treatment and that the service provided is to a satisfactory level.
Should you remain unsatisfied following a rectification attempt, please follow our complaints procedure by contacting us via:
- Email: hello@thenailist.co.uk
- Phone: 0208 617 1780
- Post: 38 Shepherds Bush Road, London, W6 7PJ
Please include the reason for your complaint along with photographic evidence where applicable.
Do you accept tips?
If you love your service, please feel free to leave a tip. At The Nailist, 100% of tips are passed on to your therapist.
Do you sell gift cards?
Gift cards are available to purchase in salon or via email at hello@thenailist.co.uk. We will require a mobile number (for payment purposes), full name and email address of the purchaser. Once paid, you'll receive the gift card code to your email address which can be shared with a recipient.
- Gift cards cannot be redeemed for cash in part or full
- Where gift cards are not redeemed in full, the balance remains on the digital gift card
- Gift vouchers are valid for 6 months from the date of issue
- Lost or stolen vouchers cannot be replaced or refunded — please keep the code safe
Visiting the Salon
Where is The Nailist located?
We are at 38 Shepherds Bush Road, London W6 7PJ — nestled between Shepherds Bush and Hammersmith. Hammersmith tube station is the closest, with Shepherds Bush and Goldhawk Road stations also within easy walking distance. We are open Monday–Saturday 10am–7pm and Sunday 10am–5:30pm.
Can I bring my children?
Children under the age of 12 may accompany adult customers to their appointments but they must be accompanied at all times. As our location is a working nail salon, it can be dangerous for children not to be closely looked after. We reserve the right to terminate a client's treatment if their child is posing a health and safety risk to themselves or others, or is disturbing other customers due to lack of supervision. Any bookings cancelled due to non-compliance with this policy will be non-refundable.
For clients under 16 receiving a treatment, written parental or guardian consent is required — a form will be provided prior to treatment start time. A parent or guardian must also accompany any client under 16 during their treatment.
Can I bring my pet?
Pets are of course always welcome — as long as you promise they'll be well behaved during your treatment!
Are there any health or medical conditions I should disclose?
By booking or having a treatment with us, you are confirming that you have provided or will provide all relevant medical information at the time of booking. Should service be refused due to non-disclosure, we reserve the right to charge in full for treatments booked.
Please disclose any of the following prior to your treatment:
- Any allergies or medical conditions (e.g. heart condition, high/low blood pressure, diabetes, viral, bacterial or any other type of infection), or any recent injury
- Recent surgery, or treatment for cancer or any other major medical condition within the last 5 years
- Bruising, rashes, swelling, skin tags, open sores or wounds, sunburn or sun exposure in the 48 hours prior, raised varicose veins, phlebitis, psoriasis, raised moles, undiagnosed bumps, athlete's foot, verruca, fungal nail infection, ringworm, recent scar tissue, or recent broken bones or fractures
- If you are pregnant or trying to become pregnant
Feedback
How do I share feedback or suggestions?
We continually strive to improve! If you have any suggestions on what we can change or add to improve your experience, feel free to drop us an email at hello@thenailist.co.uk. Whilst we cannot guarantee we will implement all suggestions, it is still great to hear your opinions and we will try to do as much as possible.