It’s CHILL to ask QUESTIONS

Answers to your frequently asked questions in and out of CHILLHOUSE.

Booking

Your card will only be charged after your service. However, we keep it on file in case of no shows or late cancellations.

We look forward to chillin’ with you! To select your appointment time and service provider, we recommend either booking an appointmentonline or by calling the Chillhouse location you're interested in visiting.

If it's more than 12 hours before your appointment, you can cancel or adjust your time slot through our website (we can make this an option on blvd if we want) or by calling/emailing the Chillhouse location you are booked in. If it's within 12 hours of your appointment, give us a call at the Chillhouse location where you booked. Please note that in this case, we have a 50% cancellation fee and a 100% no-show fee. If you’d prefer to reschedule on the spot, we apply a 20% rescheduling fee.

We operate on a 12-hour cancellation & rescheduling policy and are enforcing this now more than ever to ensure everyone has a chance to get in for an appointment. If you are within this booking time frame, then you are already confirmed for your appointment and the policy will be in effect. Without this notification, you will be billed 100% for each service. If you cancel your appointment within the 12 hour time frame, you will be billed 50% of each service. If you reschedule your appointment within the 12 hour time frame, you will be billed 20% of each service. A credit card is required at the time of booking. This policy also applies to gift card holders.

All appointments have been designed to allow the appropriate time for the full enjoyment of the service. Your late arrival may limit our ability to offer the fullest experience possible. Please understand that late arrivals will not receive an extension of scheduled services and there is a possibility of the service being cut. An un-rushed service will be rendered only for the remainder of the scheduled session. You will be responsible for payment of the full original service booked.

You can book as far as 3 months in advance. For weekend and peak times, we tend to book up rather quickly. We encourage booking at least two weeks in advance if you have restrictions on time. Feel free to inquire about last minute appointments should you have a more flexible schedule.

If you prefer a male or female therapist for your session, please let us know when you book your appointment. (This also applies if you request a certain service provider for your appointment). To many, this doesn't really matter, but it's entirely up to the individual!

To book a group, you can do so either online, via email or call the store to book with one of our Chill Hosts. Please know we only book a group of 6, anything larger would be considered a Small Party which is different pricing. For more information on that, feel free to email us at supsoho@chillhouse.com.

We do accept Apple Pay and Credit Card tap.

While we love all animals of all kinds, our 4 legged friends are not allowed in our store.

Club Chill

We created Chillhouse as a way for people to seamlessly integrate self-care & chill vibes into their daily lives. With our approach to membership, we make it easy for you to get your chill on however you choose.

We automatically bill your card each month recurring on the day of your sign up. You can book an appointment anytime and your discounts will be automatically applied when you check out after your service.

No worries! Service Benefits and Chill Bills do not expire! So if they pile up, you're in for a major streak of solid self-caring.

Bring in any friend and use your credits OR Gift your monthly unused credits to anyone who hasn’t been to Chillhouse before to come on their own.

We know life in the fast lane can take you many places, and with that in mind, you may freeze your account for up to 2 months, once per calendar year. Just send us an email at membership@chillhouse.com and we'll help you work it all out.

Membership begins with a short 3-month commitment to experience the benefits of regular wellness services. If you cancel during this period, you would still need to pay the full 3 months of membership.  After that, membership is month-to-month and can be ended at any time with 30 days notice. To request a cancellation, email us at membership@chillhouse.com.

All accumulated benefits or Chill Bills expire 30 days after the cancellation date. Member discounts do not apply after cancellation.

We offer two options for our membership. 

Option 1: Your Monthly Dose : Commit to a regular self-care practice with discounted monthly services. See our 3 Monthly Dose memberships here

Option 2: All Access Chill: Chill whenever & however you want with our Chill Bills. Our All Access Chill programs allow you to access any service through specific discounted members only pricing. See our 3 All Access Chill memberships here

Gift Cards

The best way to gift a service  is by purchasing a gift card. Check out our options here. Kindly note that gift cards are final sale and not refundable.

Unfortunately, no. All appointment reservations require a valid credit card. However, you are welcome to pay for your service with your gift card in the store!

Both digital and physical gift cards can be redeemed in store for products and services. If used for a service, we require a credit card on file to book an appointment, but you will not be charged at the time of booking. Simply bring your gift card with you to your service and it will be applied at check-out after your appointment.  (Please note that gift cards purchased for our Shop Chill website cannot be used in store)

No. However, your gift card can be used for services or in store product purchases!

Gift cards expire 5 years from the purchase date.

Online Orders

All return inquiries are handled on a case by case basis. That being said, we strive to provide products and services for a chiller you, and we know that order satisfaction is a large part of that.

We put love and care into everything we do and want all to have the utmost positive experience, not only with our goods, but also with our team. Each request is handled fairly and thoughtfully, so we ask you to note that it may take up to 1 business day for a response in periods of high volume, and to please inquire fairly and thoughtfully as well. 

In that event that your order arrives damaged or defective, we are here to sort that out as quickly as possible for you! Please reach out to us at lovenotes@chillhouse.com. Return and damage requests must be raised within 15 day receipt of goods.

Our products are cruelty free! As we are expanding more into skincare this is something that we keep close to heart when creating and executing our products. For our TIPS, they are made out of high quality materials that are synthetic. At Chillhouse we believe that all products should be cruelty free. 

If you would like to cancel your order we would be more than happy to. However this has to be done before your order has been shipped. Please contact lovenotes@chillhouse.com with your order number as soon as you want to cancel and let us know why you changed your mind.

Your order will be shipped within 48 hours from when you place your order. With that being said, sometimes there are slight delays but we try our best to keep fulfillment within this timeframe

We use either USPS or UPS to help fulfill your orders.

You will receive an email once your order has been processed and is ready to ship out. This will have your tracking number as well as an order breakdown.

You can update your order after it is placed however this has to be done as soon as possible. Because if your order has been processed and fulfilled we are unable to make any changes to your order.  Please contact lovenotes@chillhouse.com with your order number as soon as you want to edit your order and we would be more than happy to make any adjustments.

Although we have a team that is very mindful of packing and preparing orders. We know that sometimes during transit items can be damaged. If your product(s) arrive damaged please reach out to lovenotes@chillhouse.com with your order number to help rectify the situation.

As we are looking to expand Chillhouse we are also looking to expand our international shipping. As of right now we unfortunately do not. However, this is something that we are looking to do

We aim to work with our carriers to help create a seamless delivery experience. However we understand that sometimes packages state delivery but cannot be found. We kindly ask you to wait 48 hours for your package to arrive as in most cases carriers can check delivery early. If your package still is missing please email us at lovenotes@chillhouse.com with your order number and we would be more than happy to help!

Services

Before

THIS IS MY FIRST FACIAL, WHAT DO I NEED TO KNOW?

Yay! You really don't need to do too much to prepare. During the few days beforehand, don't do any heavy exfoliation, peels, waxing, or other procedures. However, please know that any false lashes or microbladed eyebrows may be affected by a facial. For those with facial hair, try not to shave the day of your facial. The only other thing to do is just be honest with your Chill Face Therapist about what treatments you've done, the products you use at home, and what your face goals are! Honesty is always the best policy! 

HOW OFTEN DO I NEED TO GET A FACIAL?

One facial can get great results, but where you can really see (and feel) a huge difference is with regular treatments. We recommend getting facials once a month as on average, skin cells turn over about every 28 days.

WHAT AGE IS ELIGIBLE TO RECEIVE FACIALS?

We don't perform facials on anyone 16 years old or under, and recommend seeing a dermatologist for any serious skin issues. Anyone between the ages of 16 and 17 will need a parent or guardian with them to fill out and sign an intake form. The parent or guardian will also need to be present for the session. 

CAN I GET A FACIAL IF I’M PREGNANT?

Facials during pregnancy are safe, but please make sure you leave a note when booking your appointment so that our Chill Host and Chill Face Therapist teams can set up properly. All of our Chill Face Therapists are trained on what to avoid during pregnancy, so they'll need to adjust certain ingredients and modalities to prevent contradictions. As a bonus precaution, we do encourage checking with your doctor first to ask if there are any specific ingredients they'd like you to avoid.

WHAT IS THE INTAKE FORM AND DO I HAVE TO FILL IT OUT ON SITE?

You will be emailed a digital intake form to be completed prior to your arrival. If you can’t fill it out prior, then please arrive 5 minutes or so before your appointment start time to fill out the form in store. This is so that your Chill Face Therapist can better prepare for your appointment.

Collapsible row

WHEN CAN I GET A FACIAL AFTER HAVING BOTOX OR OTHER SKIN PROCEDURES DONE?

We highly recommend rescheduling your facial if you have had Botox, fillers, chemical peels, or a skin procedure such as microneedling, microblading, dermaplaning, laser resurfacing, or laser hair removal within 2 weeks prior to your appointment.

CAN I GET A FACIAL IF I HAVE A COLD SORE?

Not until it the scab has fully shed and the skin behind it has healed. Whether it's an active or healing coldstore, the movements of facial massage can actually exacerbate the lesion, or cause it to spread to the eye area. Both are a pretty serious risk, which is why Chill Face Therapists practice under these specific guidelines. If you have a sore currently, you'll want to continue your regimen at home and bump up the hydration, so your skin is ready to go for your next treatment.

During

WHAT DO/DON'T YOU TREAT?

We treat sensitization, inflammation, acne conditions like blackheads, papules, pustules, breakouts, pigmentation issues, signs of aging, dehydration, and seasonal skin changes and challenges. We do not extract milia (which requires a lancet) or anything that requires a dermatologist's medical opinion.

WHAT TYPES OF THINGS ARE IMPORTANT TO TELL MY CHILL FACE THERAPIST ABOUT?

It's super important to be honest and to tell your Face Therapist about your allergies, medications (both oral and topical), and health conditions—even if they don't seem like they'd have to do with your skin. We also ask that you let them know if you have recently had any procedures (i.e. fillers, botox), surgeries, or if you are or expect you might be pregnant.

I REALLY DON’T LIKE TALKING DURING MY FACIAL, IS THAT OK?

We totally hear you! Please let your Chill Face Therapist know if you'd like to just chill, or if you'd like them to explain things and educate you as they go through your service. Snoozing through certain treatments is totally normal, so don't ever feel bad about how you'd like to spend your time with us. We are here to help you get the most out of your session.

After

WHAT GRATUITY IS APPROPRIATE FOR A FACIAL?

Just like other service industry experiences, 20-25% is considered an appropriate gratuity amount. But of course, if you'd like to leave some extra love for a stellar experience, you're very welcome to do so! We aim to have a streamlined checkout process, so you can leave your tip either in cash, Venmo, or on your card.

CAN I LEAVE GRATUITY ON A CREDIT CARD?

Yes! You may also leave gratuity in the form of cash or Venmo.

CAN I EXERCISE, GET LASH EXTENSIONS, AND GET BACK TO MY ROUTINE AFTER A FACIAL?

Our facials are very safe, so you'll be able to go right back to your daily life and all of its glorious activities. 

CAN I WEAR MAKEUP RIGHT AFTER A FACIAL?

Of course! However, we do recommend being extra thorough with sanitation to avoid undoing any of the benefits from your recent facial. Clean makeup brushes are always a plus!

Before

THIS IS MY FIRST SERVICE AT CHILLHOUSE, WHAT DO I NEED TO KNOW?

Woohoo! You don’t need to do much to prepare. Just know that we only work with soft gels, so if you have hard gels/powder gels/acrylic, we won’t be able to remove or accommodate the service.

DO YOU DO NAIL EXTENSIONS?

No

DO I NEED TO LET YOU KNOW IF I ALREADY HAVE GEL ON MY NAILS?

Yes! This takes an extra 15-20 minutes to remove, so we definitely need to allocate that time in the schedule. Remember, we cannot remove hard gels/powder gels/acrylic.

CAN I REQUEST A SPECIFIC NAIL ARTIST?

Of course! While all of our Nail Tem is fab, we encourage our clients to specify their desired Nail Artist at the time of booking.  If no preference is selected, we cannot guarantee that we will be able to make changes at the time of the appointment.

DO I NEED TO KNOW WHICH MANICURE/PEDICURE SERVICE I WANT BEFORE COMING IN?

It is best to specify which service you’d like at the time of booking, as many of our services and Tiered Nail Art takes longer than others. We encourage our clients to know which Tier Nail Art they;d like at the time of booking.

CAN I FIGURE OUT WHICH NAIL DESIGN I WANT WHILE I’M THERE?

Of course! As long as you are booked for your specific Tier level Nail Art, our Team can help you decide which design in that Tier group would be best for you!

During

CAN I CHOOSE MY COLORS IN THE STORE?

Totally.

I REALLY DON’T LIKE THE DESIGN OR SHAPE OF MY NAILS. WHAT CAN I DO?

It’s important to be happy with the outcome. We encourage you to be vocal about the shape, color and design of your nail during the service so that you get the desired look you came in for! Don’t be afraid to speak up to your Nail Artist and let them know what you like or don’t like!

DO YOU CUT CUTICLES?

No. We clean cuticles, but we never cut them. Cuticles protect both your nails and the skin surrounding them from infection. After cutting the cuticle, it's easier for bacteria and germs to get inside, which is why we steer away from this!

After

WHAT GRATUITY IS APPROPRIATE FOR A MANI/PEDI?

Just like other service industry experiences, 20-25% is considered an appropriate gratuity amount. But of course, if you'd like to leave some extra love for a stellar experience, you're very welcome to do so! We aim to have a streamlined checkout process, so you can leave your tip either in cash, Venmo, or on your card.

CAN I LEAVE GRATUITY ON A CREDIT CARD?

Yes! You may also leave gratuity in the form of cash or Venmo.

Before

THIS IS MY FIRST INFRARED SAUNA SESSION, WHAT DO I NEED TO KNOW?

Awesome! Get ready for some Chill HEAT.  Our advice is to drink plenty of water before and after your session! But here’s some helpful information to know prior to booking your session.

**FACTORS TO CONSIDER BEFORE USING THE CHILL HEAT ROOM**

Alcohol — Contrary to popular belief, it is not advisable to attempt to “sweat out” a hangover. Alcohol intoxication decreases a person’s judgement; therefore it might not be realized when the body has a negative reaction to high heat. Alcohol also increases the heart rate, which may be further increased by heat in the infrared sauna.

The use of drugs, medication or alcohol prior to or during the sauna session may lead to dizziness or unconsciousness.

No clients under the age of 18 are permitted in the infrared Sauna unless accompanied by a supervising adult.

Menstruation — Heating of the low back area of women during the menstrual period may temporarily increase their menstrual flow. Some women endure this process to gain the pain relief commonly associated with their cycle whereas others simply choose to avoid sauna use during that time of the month. 

Hemophiliacs / Individuals Prone To Bleeding — The use of Infrared should be avoided by anyone who is predisposed to bleeding.

Fever — An individual that has a fever should not use the sauna.

Elderly — The ability to maintain core body temperature decreases with age. This is primarily due to circulatory conditions and decreased sweat gland function. The body must be able to activate its natural cooling processes in order to maintain core body temperature.

Do not use any chemicals or lotions prior to your sauna session. These items may block pores and affect perspiration as well as stain the wood of the sauna.

Clients using any medications must consult a physician or pharmacist prior to the use of the sauna.

It is not advisable to use an infrared sauna under certain medical conditions and it is recommended that you consult a physician before use or if questions/concerns arise. It is solely your responsibility to monitor your body/reactions and determine if it is appropriate to use the infrared sauna. You alone are responsible for your safety and well-being.

Please consult your physician if you are in doubt of your ability to use the infrared Sauna for health reasons.

** IN THE RARE EVENT THAT YOU EXPERIENCE DIZZINESS, PAIN, AND/OR DISCOMFORT, IMMEDIATELY DISCONTINUE SAUNA USE. **

I’M PREGNANT, IS IT SAFE FOR ME TO BOOK AN INFRARED SAUNA SESSION?

Congratulations! So, we highly recommend that all of our Mama’s to Be consult their physician prior to the use of the infrared sauna. Excessive body temperatures have a potential for causing fetal damage during the early days of pregnancy.

CAN I BOOK A NAIL OR A FACIAL SERVICE AFTER AN INFRARED SAUNA SESSION?

We highly recommend booking Chill HEAT sessions  before booking your nail service or facial service.

SHOULD I USE THE RESTROOM BEFORE HEADING IN, OR IS THERE ONE IN THE SAUNA ROOM I CAN USE?

Definitely use the bathroom prior to going in to the sauna room as we do not have this facility in the actual room.

During

DO YOU HAVE A SHOWER?

Yes we do! Please be advised that we DO NOT have a hair dryer on premises. We can provide disposable shower caps if needed.

DO I WEAR A BATHING SUIT OR MY BIRTHDAY SUIT?

It’s your chill time, whatever makes you feel most comfortable! However, you MUST use a towel on the sauna seat at all times, no matter what!

WHAT IF I GO OVER MY ALLOCATED TIME?

Please try your very best to stay within your booking time, as other infrared sauna guests are excited to head in for their sessions after you! Please be mindful that our team also needs to clean up after your session and get it ready for the next! If you do go over your time, then you will be charged per minute.

After

I’M ALL SET, WHAT DO I DO NOW?

Hope you enjoyed your session! Make sure to drink plenty of water after your session. Be sure to check out with our Chill Hosts at the desk, and enjoy the rest of your day!

CAN I BOOK OTHER SERVICES AFTER MY INFRARED SAUNA SESSION?

Of course! You can book any service after your session.