The Marcela Standard
It's done only when you're happy.
We do around 5,000 appointments a month. If you're not happy, tell us — the correction is free, no awkwardness, with any other stylist or in another salon if you prefer.
What you can count on
Free correction
Shade, length, shape — we put it right at no charge, at a time that suits you. Every one of our stylists can arrange it herself, on the spot.
Another stylist or another salon
If you'd rather, another stylist does the correction, or we do it in any other of our salons. Your stylist doesn't need to know.
Free repair of damaged hair
If we damaged your hair, the repair treatment — Hair Filler or Total Repair — is on us.
How it works
Three steps, from your phone, in a minute. We get back to you the same or the next working day.
- 1Tell us who you arePhone number, salon and when you visited. No password, no account.
- 2Tell us what's wrongOne tap on the reason, a note if you like.
- 3Choose how we put it rightSame stylist, another stylist, another salon or a repair treatment. We call you and agree.
With common sense
Every service has its lifespan: a blow-dry, by nature, lasts until the first wash — if it's gone by tomorrow, that isn't a correction. Colour that faded within a week, highlights that aren't what we agreed, a cut that doesn't sit — that we put right. We talk, look at your hair and agree.
A written complaint can also be sent via the Contact page; we reply within the statutory period.