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How does the Refer a Friend program work?

When you refer a new customer to Townhouse and they book, you’ll get 1000 TOWNHOUSE REWARDS points (equivalent to £10 credit) which is redeemable against your next treatment. Your friend will also get £10 off their first visit. Win-win!

Is there a limit to the number of friends I can refer?

No, you can refer as many friends as you’d like as long as they are not existing Townhouse customers!

My friend referred me but my £10 credit isn’t showing!

The Townhouse Refer a Friend discount can only be applied to new accounts. If you are a new customer and are having issues with the referral code, please contact our Customer Care team at customercare@townhouse.co.uk.

Who is eligible for the Refer a Friend program?

Anyone can refer a friend as long as they have a Townhouse account! You can only get refer friends who are new Townhouse customers who do not yet have a Townhouse account.

Can I use the Refer a Friend discount with other promotions or discounts?

No, the Refer a Friend discount cannot be used in conjunction with other promotions or discounts.

How do I get my unique referral code?

You can find your unique referral code in your Profile on the Townhouse website or Mobile App. On your browser, click the My Profile icon on the top right and head to the ‘Refer a Friend’ section!

I’ve referred a friend. When will I get my £10 credit?

Once your friend completes their first visit at Townhouse, you will receive an e-mail confirming your 1000 TOWNHOUSE REWARDS points (worth £10 credit), redeemable against your next treatment!

How many points do I earn per pound I spend?

You’ll earn 5 points for every £1 you spend in salon and online.

How much are the points worth?

500 points = £5 credit! You can redeem points on everything from treatments to gift cards.

How do I use my points?

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.

Can I swap my points for cash?

Sorry, there are no cash alternatives for points.

How many points can I use in a single transaction?

As many as you like as long as they are in increments of 500 points.

Do my points run out?

Points expire after 2 years. You will be reminded 30 days before any points are due to expire.

What should I do if my points aren’t showing?

Please contact our customer care team at customercare@townhouse.co.uk.

Where can I find my points total?

Click on the account icon on the top right on the website and log in. Then click Townhouse Rewards on the drop down.

How many manis do I need for a free one?

This depends on your spend level. You’ll get 5 points for every £1 you spend!

Are then any hidden catches?

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

Can I redeem my points in any salon?

Yes, excluding Townhouse Knightsbridge (Harrods). You can earn and spend points in any other salon.

Can I use my points in Harrods? And do I gain points if I use the salon there?

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.

Will I get my points if I book on the kiosk?

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.

I’ve done a group booking. Who gets the points?

The person who makes the booking will accumulate all the points so make sure you take it in turns!

I’m a London Grace client. Can I use my ‘Polish Me’ Points at Townhouse?

Yes! Starting 24th October 2023, you can redeem your London Grace ‘Polish Me’ Points at any Townhouse location excluding Townhouse Knightsbridge (Harrods). Townhouse Rewards redemption rules apply: 500 points = £5 credit! You can redeem points on everything from treatments to gift cards.

What is happening with London Grace salons?

In September 2023, London Grace salons were acquired by Townhouse, and over the coming 9 months will be refurbished and reopened as Townhouse salons.

The two exceptions are London Grace Leicester Square and Marble Arch salons, which will close on 20th October 2023 to become team member training academies.

What will happen to the London Grace staff?

Townhouse are firmly committed to retaining the talented London Grace teams, empowering them to sustain their standards of providing outstanding service to their devoted clientele.

What changes does this mean for me?

As London Grace joins the Townhouse family, you will begin to see some changes. From 24th October 2023, London Grace accounts will automatically become a Townhouse account and will require a password reset upon login.

London Grace appointment emails will also be sent from Townhouse, but rest assured your appointment will clearly state the London Grace location selected. You will have the exact same experience in salon as usual – the same technicians, treatments, prices and exceptional service you know and love!

What happens to my London Grace gift card?

If you have a London Grace gift card, you will still be able to redeem these as usual at existing London Grace salons. PLUS, from 24th October 2023, your gift card will also be redeemable at all Townhouse salons (with the exception of Harrods Knightsbridge)!

Please note, when redeeming a London Grace gift card at a Townhouse location, the gift card will only be valid for the monetary value of the treatment or package gift card.

What happens to my London Grace ‘Polish Me’ Points?

Your points are here to stay! Not only that, but from 24th October 2023 you will also be able to redeem your points at Townhouse salons: 500 points = £5 credit on everything from treatments to gift cards! 

I have questions about my London Grace appointment. Who do I contact?

For any questions about your London Grace appointments, please contact customercare@townhouse.co.uk.

What does the Flawless Finish Guarantee cover?

At Townhouse, we strive to deliver a Flawless Finish every time and are proud to offer the industry’s first gel manicure guarantee! It’s simple – if you purchase any of our gel manicures (Signature, Luxury and Extensions) and experience any issues, for any reason over the following 7 days, we will happily fix it for free.

Please note, polish treatments, including those with the ‘BIAB / Super Gel Overlay’ are not included. 

How do I redeem the guarantee?

To redeem the guarantee, please email a photo(s) of the affected nails to customercare@townhouse.co.uk and our team will be in touch to handle the rest!

Townhouse is cashless – we only accept payment by debit or credit card. We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. You are welcome to provide a cash tip to Nail Artists.

If you love your service, please feel free to leave a tip. At Townhouse 100% of tips (even when on credit card – we pay the fee) are passed on to the specific Nail Artist you saw.

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

We do not take bookings or cancellations by phone but we have made it very easy to do both online – give it a try or ask one of our team in salon who would be delighted to help.

Please arrive 5 minutes before your scheduled treatment time so that you can check-in. If you are running late, please let us know either by email at customercare@townhouse.co.uk or by telephone on 020 7947 0100.

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.

Cancelling/changing more than 6 hours in advance:

Life happens so we have made it super easy to cancel or change your appointment – please feel free to do so! Cancellations/changes more than 6 hours before your appointment start time are completely free.

Cancelling/changes within 6 hours/no shows:

Cancellations/changes within 6 hours and no shows will result in a charge equal to the cost of the treatment(s) you have booked in for.

More than 90% 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 kiosk for the latest availability and we will do our best to accommodate you.

Townhouse Gift Cards:

Townhouse gift cards are available to buy via our website and in salon. Gift cards are valid for one year from date of purchase and are valid for online booking at Townhouse salons, with the exception of Harrods Knightsbridge. Gift cards are redeemable against Townhouse treatments, drinks and retail products.
 
Gift cards are not redeemable for cash, they are non-transferable and resale is prohibited.
 

Harrods Gift Cards:

Harrods gift cards are redeemable at Harrods Knightsbridge and H Beauty salons only and may be used against any Townhouse treatment. For full T&C’s, please visit the Harrods website.
 

Harrods Reward Cards:

Townhouse customers can earn points on their Harrods rewards card at Harrods Knightsbridge and H Beauty salons. To redeem, please present your Harrods rewards card to reception at checkout. For full T&Cs, please visit the Harrods website.

London Grace Gift Cards:

Starting 24th October 2023, London Grace gift cards can be redeemed at all Townhouse locations, excluding Townhouse Knightsbridge (Harrods). Please note, when redeeming a London Grace gift card at a Townhouse location, the gift card will only be valid for the monetary value of the treatment or package gift card.

Townhouse has a range of drink options available including alcoholic beverages for those over the age of 18. Only alcohol sold and served by Townhouse may be consumed in the salon. You are free to bring non-alcoholic beverages to the salon.

For the convenience of other customers we do not allow food to be consumed in the salon. At Knightsbridge you may consume food which has been ordered from the central Harrods food menu.

Ages 8-16:

Written parental/guardian consent is required for each child aged 8-16 receiving a treatment – 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 ‘Colour Refresh’ (a light buff & shape, with polish) to children 8-14, we do not offer gel or extensions treatments to those aged below 14. Any bookings cancelled due to non-compliance with this policy will be non-refundable.

Under 8s:

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’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.

Harrods / H Beauty / Northcote Road / Wimbledon / Richmond:
 
No pets permitted other than service animals.
 
All other Townhouse Salons:
 
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!
 

When booking online, please enter relevant information into the box titled ‘Please list any allergies/medical conditions we should be aware of’. Please refer to our Terms & Conditions for an example list of conditions that may prevent us from completing treatments and consult your GP. If you have any concerns, please send us an email to customercare@townhouse.co.uk or call ahead on 020 7947 0100 and speak to a member of the team.

If you have a disability that may affect your ability to receive a treatment in anyway, please email us at customercare@townhouse.co.uk and we will do our best to accommodate and support you.

Townhouse is a perfect place for events from gatherings of friends, birthdays, baby showers all the way up to launch parties and corporate events. We would be delighted to assist you in planning your own bespoke gathering – please email events@townhouse.co.uk for further details.

If you are interested in joining the Townhouse team, please visit our Careers Page here. We would love to hear from you!

If you would like to get in touch with our PR team, please drop us a line at pr@townhouse.co.uk.

Are Townhouse products cruelty-free?

Yes! Townhouse does not conduct, commission and will not be party to animal testing of any of our products.

Why does the product not display any cruelty-free accreditation i.e. leaping bunny?

We understand how important gaining accreditation from recognised organisations is. Gaining accreditation can take a little time and we were keen to get Townhouse products to you as quickly as possible. We aim to work on gaining accreditation over the coming months.

How can you be certain that Townhouse products are cruelty-free?

We work with globally recognised manufacturers who ensure that our products are developed and manufactured in line with recognised standards for cruelty-free products.

Are Townhouse products good quality?

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.

Are Townhouse products suitable for vegans?

Yes! Please see details below.

Animal ingredients: The manufacture and development of the product line, and its ingredients, did not involve the use of any animal product, by product or derivative.

Animal testing: The development and manufacture of the product line, and its ingredients, did not involve testing of any sort on animals, conducted at the initiative of Townhouse or on our behalf.

Hygiene standards: Our manufacturer has taken all steps to remove the risk of cross-contamination from non-vegan sources throughout the production process.

Why does the product not display the vegan society accreditation symbol?

We understand how important gaining accreditation from recognised organisations is. Gaining accreditation can take a little time and we were keen to get Townhouse products to you as quickly as possible. We aim to work on gaining accreditation over the coming months.

How can you be certain that your products are vegan?

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

What is the expiration date on the Townhouse products?

The products remain in good condition for a period of 12 months after opening/first use.

Where can I get information on the exact ingredients in each product?

Detailed ingredient information can be found on the back of each product packaging.

Are Townhouse products recyclable?

Yes, all our products are 100% recyclable!

I am gluten restricted. Can I use your products?

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.

I am allergic to nuts. Can I use your products?

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.

How can I return an item?

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

Products ordered online with a valid receipt can be returned up to 30 days following their purchase date.

We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged.

Unless faulty, cosmetic products which have been opened cannot be refunded.

All returns are evaluated before being processed.

Can I return my Townhouse product to a Townhouse salon?

We are unable to offer returns in salon however if you wish to discuss a product return please contact our Customer Care Team at customercare@townhouse.co.uk and they will assist you.

Why has my order not arrived yet?

If your order fails to arrive, please allow 7 days from your order date to elapse. Please contact the Townhouse Customer Care Team at customercare@townhouse.co.uk. They will be happy to assist in tracing your order after this time.

Do you still offer cuticle oil refills?

Our Refill Station was discontinued as part of our new product launch. We are always looking for ways to make our range more sustainable so watch this space!

If you purchased a Cuticle Oil in 2023, please feel free to reach out the Townhouse Customer Care Team at customercare@townhouse.co.uk.

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