Frequently Asked Questions
Below are a selection of the most frequently asked questions from our customer.
Shaving a matted dog will dramatically change their appearance as their hair will be short and close to the skin.
The welfare of your pet is paramount, therefore, please be advised that if, during the shaving process your dog becomes distressed or exhausted, we reserve the right to stop and ask you to bring the dog back at a later date to complete the process. Please note there will be an additional charge for any additional time outside the allowed grooming time booked in.
Please also be advised that if your dog becomes stressed or is aggressive, we again reserve the right to stop the process as your dog may need assistance from a vet, i.e sedation, to complete the shaving process, as removing matts can cause a lot of pain for the dog. Please note that the full price will still be charged.
Due to the nature of a matted coat, some mats may be very tight and close to the skin, therefore you dog is at greater risk of injury, i.e clipper rash, nicks to the skin etc. Whilst every precaution will be taken to prevent this, we cannot be held liable for any injury caused during the shaving process. Also, we cannot be held liable for any existing conditions or problems uncovered during the shaving process. In the interest of you pet, we request your permission to obtain veterinary treatment should it be necessary.
Be advised that after the process, you may see a few temporary changes with regards to your dog’s behaviour. This is due to the skin being under a blanket of fur which can be tight in some places and cause the blood to rush to the surface, once it’s released from the mats. They may race around the house, roll around or shake their head. These are all natural reactions and should stop after a couple of days. You may notice your pet’s skin is red and possible sore in places; this will subside after a couple of days, as the skin returns to normal.
Please understand that when you forget or cancel an appointment without giving enough notice we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive our services. As our groomers time is reserved specifically for your dog we cannot provide any exceptions to this policy and the following fee’s and terms apply –
- There are no fees applied for cancellations or reschedules that have given 48 hours or more notice.
- Cancellations or Reschedules giving less than 48 hour notice will result in a charge equal to 50% of the reserved appointment amount.
- No Shows or Cancellations on the day of the appointment will be charged 100% of the reserved appointment amount.
- Clients who have missed a previous appointment will be asked to pay in full when booking all future appointments. These payments are non-refundable in the instance of a no show. In the instance of a rescheduling of an appointment giving less than 48 hours notice the rescheduling fee will be deducted from the advance payment.
- In order to book your next appointment cancellation and rescheduling fee’s must be paid in full.
- Please do not cancel an appointment by responding to the automated text message appointment reminder provided as this does not remove an appointment from the schedule and no show fees will be incurred.
To reschedule or cancel an appointment please call the salon on 07541 143997. If you are cancelling your appointment outside normal working hours please leave a voicemail providing your name, dogs name, time and date of appointment. A member of staff will follow up with you by phone during salon hours.
If you are running late to drop your dog off, please contact us as soon as possible, either via facebook messenger or by calling 07541 143997. We cannot guarantee your appointment after the first 15mins, however by telling us you're running late we may well be able to still accommodate your dog coming in for a groom depending on what is booked after your appointment.
We will have given you a collection time either when you drop your dog off or by text. We expect you to collect your dog within 15 minutes of the time given. Any delay after this time will be charged at £5 per 15minutes, at the managers discretion.
Cost of appointments very much varies, between the size of the dog, the breed, the type of coat, therefore please just call or message us and we will be happy to quote you.
This most certainly depends on your breed of dog and how much your dog is brushed at home too. Many breeds should be seen between 6-8 weeks maximum to help prevent matting and keep the coat in good condition. we do recommend 4-6 week gaps for breeds with longer and thicker coats. In addition to this most breeds should be washed and have their nails trimmed every 12 weeks.
Once you have arrived for your appointment, we will give you an indication of what time to be back for. If this changes at all during the grooming time then we will contact you to advise you of the earlier or later collection.
We always recommend that your dog is or has been walked prior to coming in for their doggie spa appointment. This allows them to burn of some of their excess energy and excitement and also gives them the opportunity to go to the toilet, although we do not recommend the walk is too long as the Spa appointment in itself can be tiring.
Once your dog leaves the spa, it is probably best that they stay at home for the remainder of that day. Being groomed can open up the pores of your dogs skin and can make them more susceptible to skin infections for a very short period of time. Most dogs are tired after their spa appointment and will probably appreciate a snuggly time indoors for the reminder of that day.
Most dogs will take between 1.5 and 2 hours for their full doggie spa session, however if your dog is particularly large or has a much thicker coat then the appointment will take longer. Also dogs that have not been groomed for sometime or are particularly fidgety when being groomed can also lengthen the time of the appointment, which ensures that your dog receives a good quality finish.
Absolutely, our highest priority is the well-being of your dog. We have specific mild shampoos that are very gentle on your dogs skin. Please always let us know if your dog suffers from a skin condition so that we can keep our records up to date and ensure we can give the best care.
Many people would assume that dogs only need grooming in the warmer weather months, however it is just as important to look after their coat and skin in the winter. Wet and muddy fur can become matted far more easily and matted coats do not dry out as easily which can lead to your dog staying cold for longer. If your dog will spend more time indoors, it is also advisable to keep it at a particular length as to prevent overheating from central heating.
Grooming can be tiring for a lot of dogs, through constant handling and standing. This can cause them be a little like cranky or hyper if they are over tired. this is perfectly normal and they should be back to themselves by the next day.
We would advise the opposite being the case. The more the dog is bought into the Boutique and Spa (even if you're just passing), they will get more used to the sounds and smells. Also the longer you leave it the more tangled or matted your dog could become and then this makes their experience more stressful each time. We would advise alternating between a Bath & Brush Treatment and a Grooming appointment regularly which will help them get used to the environment.
Please tell us, we won;t be offended and it is the only way we will learn to get the groom 100% right for you. We keep detailed records of each time we groom your dog, so we can work on the right look together. Sometimes due to the condition of your dogs coat, we will need to perform a clip off. We will not do this without speaking with you first. Once the clip off has been performed we can then discuss how best to groom your dog to prevent tangling and matting again in the future. On some occasions we may have to refuse clipping off part of or all of the coat, see our matting policy regarding this. We will also encourage you to book your dogs next appointment so that we can help keep his/her coat in good condition.
We would advise to wait until your dog is fully recovered before they come back for a groom. By all means if you know your spay/neuter appointment is booked, feel free to book in a week or so before this is done and then this can help keep the coat and skin still in good condition for you.
If it’s a puppy, ideally this should be when they are around 12 weeks old and after all their
inoculations have been completed. We offer puppy pampers which are a great way of getting your dog used to the environment, the equipment, smells, sounds and are shorter and gentler sessions in the grooming environment. We also specialise in working compassionately with nervous or older dogs taking account of their individual care and grooming needs.
Of course, we have an electric grooming table to raise and lower dogs which places them at the correct height for grooming and our bath also fits most large dogs.
Keeping an animal calm is part and parcel of a groomer’s experience, knowing how to handle
and talk to your pet will solve 99% of problems. Muzzles will be used only as a last resort
and if required, will only be applied for a very short part of the process. It is very rare to find
an ‘un-groomable dog’ but if we come across any serious problems during a visit we will of
course discuss them with you so we can agree a solution together. Should a dog become too
aggressive or unhappy we would discontinue the grooming and return it to the owner. If
your dog is unhappy being grooming, you may need to consider having a veterinary groom