{"id":1195,"date":"2021-01-22T15:40:54","date_gmt":"2021-01-22T15:40:54","guid":{"rendered":"https:\/\/mytownhouse.co.uk\/?page_id=1195"},"modified":"2025-10-24T15:22:54","modified_gmt":"2025-10-24T14:22:54","slug":"faq","status":"publish","type":"page","link":"https:\/\/townhouse.co.uk\/faq\/","title":{"rendered":"Help"},"content":{"rendered":"\t\t
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FIND AN ANSWER<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tI'M RUNNING LATE<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

We ask that you arrive at least 5 minutes before your scheduled treatment time. If you are running late, please let us know via Webchat or WhatsApp, see here:\u00a0Contact Us<\/a><\/strong><\/p>

Our salons are busy places and we cannot allow a late running treatment to impact another guest. If you run late for your appointment, your treatment may have to be shortened.<\/p>

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.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tTOWNHOUSE REWARDS<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

How many points do I earn per pound I spend?
<\/b><\/p>

You\u2019ll earn 5 points for every \u00a31 you spend in salon and online.<\/p>

How much are the points worth?
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500 points = \u00a35 credit! You can redeem points on everything from treatments to gift cards.<\/p>

How do I use my points?
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Reward points can only be redeemed in salon. Please book your treatment online as normal and on arrival at the salon, let your Nail Artist know you would like to redeem points. They will then apply the amount to your transaction.<\/p>

Can I swap my points for cash?
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Sorry, there are no cash alternatives for points.<\/p>

How many points can I use in a single transaction?
<\/b><\/p>

As many as you like as long as they are in increments of 500 points.<\/p>

Do my points run out?
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Points expire after 2 years. You will be reminded 30 days before any points are due to expire.<\/p>

What should I do if my points aren’t showing?
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Please contact our customer care team at customercare@townhouse.co.uk<\/span>.<\/p>

Where can I find my points total?
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Click on the account icon on the top right on the website and log in. Then click Townhouse Rewards on the drop down.<\/p>

How many manis do I need for a free one?
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This depends on your spend level. You’ll get 5 points for every \u00a31 you spend!<\/p>

Are then any hidden catches?
<\/b><\/p>

Nope. We want you to feel valued and rewarded. You can spend your points
on anything from gift cards to treatments.<\/p>

Can I redeem my points in any salon?
<\/b><\/p>

Yes, excluding Townhouse Knightsbridge (Harrods). You can earn and spend points in any other salon.<\/p>

Can I use my points in Harrods? And do I gain points if I use the salon there?
<\/b><\/p>

Due to Townhouse Knightsbridge being a concession within Harrods, you will gain Harrods Reward points and not Townhouse Reward points. Make sure you are signed up for Harrods Rewards and scan your Harrods Reward card at checkout.<\/p>

Will I get my points if I book on the kiosk?
<\/b><\/p>

Unfortunately the Kiosks are not yet connected. However, please speak to your technician about having your points added to your account once you have booked through the kiosk.<\/p>

I’ve done a group booking. Who gets the points?
<\/b><\/p>

The person who makes the booking will accumulate all the points so make sure you take it in turns!<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tFLAWLESS FINISH GUARANTEE<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

At Townhouse, we strive to deliver a Flawless Finish every time and are proud to offer the industry\u2019s first gel manicure guarantee! It\u2019s simple \u2013 if you purchase any of our gel manicures (Signature, Luxury and Extensions, plus the \u2018BIAB \/ Super Gel Overlay\u2019 add-on) and should you experience chipping or lifting \u00a0over the following 7 days, we will happily fix it for free. Moved house, gone rock climbing? This is a no questions asked guarantee \u2013 we\u2019ve got you!<\/p>

The guarantee\u00a0does not cover Polish or Express treatments.<\/p>

How do I redeem the guarantee?<\/strong><\/p>

To redeem the guarantee, please email a photo(s) of the affected nails to\u00a0customercare@townhouse.co.uk<\/a> and our team will be in touch to handle the rest! Issues\u00a0must be reported within 7 days from the time of treatment (e.g. if treatment is\u00a0booked for 5pm on a Friday, by no later than 5pm the following Friday).<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Townhouse is cashless \u2013 we only accept payment by debit or credit card. If a card on file has expired, you will be contacted for another card for payment. You are welcome to provide a cash tip to Nail Artists.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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What is TPO?<\/strong><\/p>

TPO is a common ingredient used in traditional nail gels. It has recently been banned by the European Union although currently remains legal in the US and UK. We are happy to confirm that all Townhouse branded gel products are TPO free. These were intentionally formulated to remove common toxic ingredients while maintaining the same high-gloss finish and provide the durability our clients love. Please ask your Nail Artist if you would like a TPO free service.<\/p>

How long does Townhouse Flawless Gel<\/em> last?<\/strong><\/p>

Our Flawless Gel system delivers exceptional shine, flexibility, and wear for up to 21 days of flawless results.<\/p>

Can I buy the Flawless Gel Collection?<\/strong><\/p>

The Flawless Gel Collection gel is for professional use in our salons only. You can enjoy it by booking a Flawless Gel Mani appointment here<\/a><\/span>.\u00a0 You can buy our Townhouse Flawless Polish here<\/span><\/a>.<\/em><\/p>

Are all the Flawless Gel and Polish products vegan?<\/strong><\/p>

Yes! Consciously formulated and ethically produced, Flawless Polish & Gel are 100% vegan, cruelty-free, and manufactured in Europe under strict quality and safety standards.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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What is a 21-free formula?<\/strong><\/p>

A 21-free formula removes 21 ingredients often found in traditional nail polishes that can be harmful or unnecessary. The result is a cleaner, high-performance polish that doesn\u2019t compromise on finish or longevity and meets Townhouse\u2019s uncompromising standards.<\/p>

How long does Townhouse Flawless Polish<\/em> last?<\/strong><\/p>

When paired with our Extended Wear Top Coat<\/em>, Flawless Polish<\/em> offers up to 14 days of wear time.<\/p>

What is the Extended Wear Topcoat<\/em>?<\/strong><\/p>

The Townhouse Extended Wear Top Coat<\/em> features innovative daylight-cure technology to deliver a longer lasting, durable gel-like finish that keeps your polish manicure flawless for up to 14 days. This intelligent formulation ensures lasting performance without the need for a UV lamp.<\/p>

How do I remove Townhouse Flawless Polish<\/em>? <\/strong><\/p>

You can remove it as you would any normal polish with a nail polish remover.\u00a0 We recommend soaking a cotton pad in polish remover, then press firmly against the nail and sweeping the pad slowly from nail bed to tip.\u00a0 Once finished, wash hands and use the Townhouse Cuticle Oil and Townhouse No.1 Cream.<\/p>

Are the Townhouse Flawless Polish bottles recyclable?<\/strong><\/p>

Once cleaned, yes.\u00a0 Your Townhouse Flawless Polish bottles are made of products that can be recycled. Please note that the ability to recycle will depend on local facilities. Please check with your local recycling organisation.<\/p>

Are Townhouse products safe during pregnancy?<\/strong><\/p>

Our products are formulated without several ingredients that have raised safety concerns, including TPO and formaldehyde. This makes them a cleaner choice compared to traditional formulas. However, as every pregnancy is unique, we advise clients to check with their doctor before usage.<\/p>

Where can I buy Townhouse Flawless Polish? <\/strong><\/p>

You can buy in salon by asking your nail artist, or you can buy online at townhouse.co.uk in the UK or townhousebeauty.com in the US.\u00a0<\/p>

Where do you ship to? <\/strong><\/p>

At the moment, we only ship Townhouse Flawless Polish within the UK & the USA.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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If you love your service, please feel free to leave a tip. At Townhouse 100% of tips (even when on credit card \u2013 we pay the fee) are passed on to the specific Nail Artist you saw.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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We only take online bookings, making it super easy to check your appointment time once booked and cancel and reschedule if\/when life happens.<\/p>

We do not take bookings or cancellations by phone but we have made it very easy to do both online. If you run into any issues or need support, please let us know via Webchat or WhatsApp, see here:\u00a0Contact Us<\/a>. Please note we cannot book appointments via Webchat \/ WhatsApp and our team can see exactly the same live availability as you can see online.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Cancelling\/changing your appointment more than 12 hours in advance:<\/strong><\/p>

Life happens so we have made it super easy to cancel or change your appointment \u2013 please feel free to do so! Cancellations\/changes more than 12 hours before your appointment start time are completely free.<\/p>

Cancelling\/changing your appointment within 12 hours\/no shows:<\/strong><\/p>

Cancellations\/changes within 12 hours and no shows will result in a charge equal to the cost of the treatment(s) you have booked in for.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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We are always open for walk ins but please be aware that more than 95% of our appointments are made in advance and so walk in availability is very limited! We recommend that all clients book in advance. That said, if you are walking by you are welcome to check on the instore kiosks for the latest availability.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Townhouse gift cards are available to buy via our website and in salon. Gift cards are redeemable against Townhouse treatments, drinks and retail products.<\/p>

Townhouse gift cards are non-transferable and resale is prohibited. Gift cards cannot be redeemed at Townhouse salons outside of the UK.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Townhouse has a range of drink options available for purchase in salon. You are free to bring non-alcoholic beverages to the salon.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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For the convenience of other customers, we do not allow food to be consumed in the salon.\u00a0<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Ages 8-16:<\/strong><\/span><\/p>

Written parental\/guardian consent is required for each child aged 8-16 receiving a treatment \u2013 a form will be provided prior to treatment start time. A parent or guardian must also accompany any child aged 12 or under during their treatment. We offer our \u2018Colour Refresh\u2019 (a light buff & shape, with polish) to children 8-13, we do not offer other polish<\/u><\/b><\/span>, gel or extensions treatments to those aged below 14. Any bookings cancelled due to non-compliance with this policy will be non-refundable.<\/p>

Under 8s:<\/strong> <\/span><\/p>

Children under the age of 8 are not permitted to have treatments. Children under the age of 8 may accompany adult customers to their appointments but they must be accompanied at all times. As our locations are working nail salons, it can be dangerous for children not to be closely looked after and we reserve the right to terminate a client\u2019s 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.<\/span><\/p><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Harrods \/ H Beauty \/ Northcote Road \/ Wimbledon \/ Richmond:<\/strong><\/p>

No pets permitted other than service animals.<\/p>

All other Townhouse Salons:<\/strong><\/p>

Clients are permitted to bring one small (under 5kg) well behaved dog with them into the salon. For the convenience of other customers, your dog must be kept in a dog bag while in the salon. Service animals are of course always welcome!<\/p><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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When booking online, please enter relevant information into the box titled \u2018Please list any allergies\/medical conditions we should be aware of\u2019. Please refer to our Terms & Conditions for an example list of conditions that may prevent us from completing treatments and consult your doctor. If you have any concerns, please send us an email to\u00a0customercare@townhouse.co.uk<\/a>.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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If you have a disability that may affect your ability to receive a treatment in anyway, please email us at\u00a0customercare@townhouse.co.uk<\/a> in advance of your treatment and we will do our best to accommodate and support you.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Townhouse is a perfect place for events from small gatherings of groups of friends all the way to multi-day exclusive hire launch parties and corporate events. Small group packages are bookable online and for anything larger, we would be delighted to assist you in planning your own bespoke gathering \u2013 please email\u00a0events@townhouse.co.uk<\/a> for further details.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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If you are interested in joining the Townhouse team, please visit our Careers Page\u00a0here<\/a>.\u00a0We would love to hear from you!<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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If you would like to get in touch with our PR team, please drop us a line at\u00a0PR@townhouse.co.uk<\/a>.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Are Townhouse products cruelty-free?<\/strong><\/p>

Yes! Townhouse does not conduct, commission and will not be party to animal testing with regard to any Townhouse branded products.<\/p>

How can you be certain that Townhouse products are cruelty-free?<\/strong><\/p>

We work with globally recognized manufacturers who ensure that our products are developed and manufactured in line with recognized standards for cruelty-free products.<\/p>

Are Townhouse products good quality?<\/strong><\/p>

Absolutely! All Townhouse products are produced under the conditions of good manufacturing practice (GMP). They also comply with EC Cosmetics Regulation (1223\/2009) as well as FDA regulations as applicable.<\/p>

Are Townhouse branded products suitable for vegans?<\/strong><\/p>

Yes!<\/p>

How can you be certain that your products are vegan?<\/strong><\/p>

We work with globally recognised manufacturers who ensure that our products are developed and manufactured in line with recognised standards for vegan products.<\/p>

What is the expiration date on the Townhouse products?<\/strong><\/p>

The products remain in good condition for a period of 12 months after opening\/first use unless otherwise indicated.<\/p>

Where can I get information on the exact ingredients in each product?<\/strong><\/p>

Detailed ingredient information can be found on the back of each product packaging.<\/p>

Are Townhouse consumer retail products recyclable?<\/strong><\/p>

Yes, all our products are recyclable. Recycling of nail polish and cuticle oil varies by region and may require specialist facilities, please check with your local council.<\/p>

I am gluten restricted. Can I use your products?<\/strong><\/p>

Our Cream #1 contains Oat Flour, which means that it is not gluten-free. Our Cuticle Oil and Hand Cleanser have been produced in facilities where other products containing gluten are manufactured. Therefore we are unable to declare Townhouse products to be gluten free, as there remains potential for cross contamination among raw materials during the production process.<\/p>

I am allergic to nuts. Can I use your products?<\/strong><\/p>

Townhouse products do not contain any materials derived from nuts. However, it is important to note that they are manufactured in facilities where other products that do contain nut oils are also produced. Therefore we are unable to declare Townhouse products to be nut free as there remains potential for cross contamination among raw materials during the production process.<\/p>

How can I return an item?<\/strong><\/p>

If you are not completely happy with your Townhouse purchase, please contact the Townhouse Customer Care Team at\u00a0customercare@townhouse.co.uk<\/a>. They will advise you on how to make a return.<\/p>

We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged.<\/p>

Unless faulty, cosmetic products which have been opened cannot be refunded.<\/p>

All returns are evaluated before being processed.\u00a0<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Do you have a Refer a Friend program?<\/p>

Our Refer a Friend program is currently getting an exciting upgrade! While our previous program is no longer running, we\u2019re working on something even better to reward you and your friends for sharing the Townhouse experience.<\/span><\/p>

Stay tuned for exciting news coming soon \u2013 and make sure you\u2019re signed up to our newsletter to be the first to know!<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Our
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VIEW OUR LOOKBOOK<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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FIND A
salon<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tFIND<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

FIND AN ANSWER I’M RUNNING LATE We ask that you arrive at least 5 minutes before your scheduled treatment time. If you are running late, please let us know via Webchat or WhatsApp, see here:\u00a0Contact Us Our salons are busy places and we cannot allow a late running treatment to impact another guest. If you […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1195","page","type-page","status-publish","hentry"],"yoast_head":"\nHelp | Townhouse<\/title>\n<meta name=\"description\" content=\"Need some help? 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