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Frequently Asked Questions

Please find below some FAQs which are questions that pop up from our guests and the answers
as well as things that you may find helpful to save you time before your visit to Queen B Luxury Nail & Beauty Lounge.

This page is updated regularly, however, if you have a question that is not answered in our FAQs or anywhere else on the website,
please do not hesitate to call us during opening hours 02034417172
or send us an email or message us on Facebook and we will reply within 24 hours.

FAQs – Payment Facilities | Salon Etiquette | Essential Information

Do you take cards?

We welcome all major credit and debit cards including American Express, Visa, Mastercard, Apple Pay and Android Pay.
We do not take cheques or Paypal payments.


When booking online a small booking fee will be taken according to the price of the treatment.
This is non-refundable and managed by Phorest Online Booking Software.
All new clients booking with our receptionist are required to pay a 50% deposit to secure your booking.
A 50% deposit may also be required for treatments of over £50.

I can’t make my appointment, what do I need to do?

With more and more bookings created online via our website, you have the ability to move your appointments at a time that suits you.
We appreciate things do not always go to plan and you may need to move things around however we cannot move appointments with less than 24 hours notice. Failure to give us enough notice will result in a 100% cancellation fee.

Why are you charging me if I can’t make my appointment?

We require 24 hours notice on all cancellations, if you cancel your appointment with less notice or
fail to show up for your appointment you will be charged 100% of your treatment.

This is not something we enjoy doing, however we are a small business and work on an appointment system.
If you give us enough notice, we will do our best to fill your slot and if we do fill it you will not be charged.

We send you a reminder text message 2 days before your appointment and an email the day before,
so please do let us know with as much notice as possible.

It also annoys other clients that have been refused appointments that could have been treated.

Please note, should you arrive more than 10 minutes late for your appointment,
you may not receive the full treatment but will still be charged the full amount.

Please advise us if you are going to be late by calling 02034417172.

Email Bookings & Cancellations

We kindly request that clients do not book via email.
We are constantly taking bookings via telephone and our online booking system, therefore in the time it takes to respond to emails, appointments are often taken by another client.

To avoid disappointment we recommend booking online or calling 02034417172.

Although our reception is always manned our emails are only checked periodically throughout the day,
therefore we also ask that appointments are not cancelled via email but rather are cancelled over the phone
to give us the best possible chance of filling the appointment.

If an appointment cancellation has been attempted via email and we have not responded this will mean we have not received it,
you are therefore required to call otherwise you may still be charged for the appointment.

I have foot fungal/verrucae/skin allergy can I still have a treatment?

Sadly not, with the greatest respect, please do let us know in advance if you think you have symptoms that could be contagious.
If you are unsure, please call the salon to arrange a private consultation before booking your appointment.
If we discover any symptoms that you have not advised us about,
we will not be able to treat you and you will be charged the full amount for your treatment.
Health and hygiene are very important for the protection of clients and our staff.

Can I eat my lunch in the salon while having a treatment?

Out of respect to your technician and other guests, we ask you not to consume any foods in the salon, we do our best to keep Queen B as clean as possible at all times.

Are children allowed in the salon?

Queen B offers you a luxury relaxing experience, unless your child is having a treatment we prefer you not to bring little people into the salon.

Can I bring my pet with me?

While we love pets of all sizes, we cannot permit any pets of any size in the salon.

Can I host my birthday/bridal shower at Queen B?

We would be delighted to host your party with us – Please email us with your requests and we will do our best to accommodate.

Treatment Times

The treatment times given are for guideline purposes only and include time for a consultation,
time for the therapist to get you a drink at the end of your treatment, give you appropriate aftercare advice.
In some cases, treatments times may be slightly shorter than advertised, especially manicures and pedicures,.
This is due to the area being treated needing less work than the average person, i.e. amount of hard skin etc.

How long do I have to wait until my appointment.

We do our absolute best to ensure you are treated on time, sometimes we over run if a client requires a little more attention
and if we are aware we will over-run, you will be advised you as soon as possible.

Staff Annual Leave

We are more than happy to take appointments far in advance but would like to make clients aware that the
therapists only have to give 1 months notice of annual leave or termination of their employment.
If appointments have been booked we will endeavor to reschedule them with another therapist and will contact the client accordingly.

I am driving by the salon and want to come in, do you accept walk-in appointments?

We will do our very best to accommodate you if we have spaces available, however it is advisable to call first to avoid disappointment.

Why do I have to bring flip-flops when i’m having a pedicure?

Your toes get painted with nail lacquer and while we have hand and foot dryers, it can take up to 24 hours to completely dry.
We advise you to wear flip-flops to ensure they do not smudge or  why not add a gel treatment to your pedicure for instant drying.

We stock flip flops priced at £8 just in case you forget your own and Pedi-Sox™ too, so your feet will be warm in the Winter.

You have posted a photo of me on social media – How do I remove it?

We never take photos of clients without their knowledge however should you wish for a photo to be removed, please let us know.

FAQ’s Nail Services and Aftercare

Do you perform acrylic/false nails/extensions treatments?

Queen B Luxury Nail & Beauty Lounge provide luxury manicure and pedicure treatments on natural nails only.
Should you have acrylics or nail extensions and require a treatment with us, please ensure they are removed before your treatment.

I am a nail biter, can you help?

We have worked with a number of guests who used to bite their nails,
through a little bit of TLC, some determination and will power on your part, together we can make sure your nails look and feel amazing.
Please visit our gallery for some before and after photos. Read our blog about IBX as this will help you too!

Do you use blades to remove hard skin during my pedicure?

We use a stainless steel foot rasp with disposable files. The 2 grits used are 80 and 180 abrasive.

After each use, the rasp is hygienically washed and then sterilised after each use and each foot file disposed of.

During your pedicure we will remove as much hard skin as possible without causing discomfort,
however in extreme cases we will advise you to return for another treatment.

Will you use electric files on my nails?

We use nail files on your natural nail and do not use any electric files whatsoever.
The use of electric files or drills is not recommended on natural nails.

I have never had gels before, how long do I have to wait until they are dry?

Gel nails are cured in a LED lamp and will be dry as soon as your treatment is complete.

What lamps do you use for your Gel treatments?

We only use official Gelish lamps for our gel treatments.

Do LED lamps give you skin cancer?

This has been proven to be untrue.
The risk of developing non-melanoma skin cancer was 11-46 times lower than the risks of being exposed to natural sunlight.
Nail lamps are actually safer than both natural sunlight and sunbeds.
Please read this article from the PBA for more information

I don’t need a soak off as I pick the gels off myself.

This is something we highly recommend you do not do.
We offer a soak off treatment for our gel clients which involve lightly buffing the gels to break the seal and then soaking your nails in acetone.

Nails are tiny cells called keratinocytes, by peeling off a gel manicure, you are not only removing the gel,
but also the top layers of these delicate cells.
This can result in white patches and textural irregularities throughout the nails.
It also makes us cringe when we hear this. Please do not do it.
Read our blog What happens when you pick off your gels?

My nails have chipped, can you redo them?

We offer a free nail repair service if your nail polish chips within 24 hours or gel polish within 72 hours.
Please call us as soon as possible and send us pics so we can make your nails pretty again.
If it’s our fault, there will be no charge.

Does gel polish damage or weaken your nails?

Gel polish should not weaken your nails when applied & removed properly.
It provides extra strength and prevents your nails from ripping and breaking, allowing them to grow longer and stronger.
The key is proper removal using a soak-off technique.
Don’t chisel, chip, file or peel your polish off… doing this will absolutely damage your nails.

I don’t like the colour of my polish /gel – Can you change it please?

Should you not like the colour of your nail lacquer after it has been painted on your first nail,
please let us know and we will be happy to change it for you.

Due to timings and product use, if you decide after your nails have been painted that you are not happy with the colour,
we can change it for you however there will be an additional charge for this.

If you have a gel treatment and decide you do not like the colour and the first nail had been cured,
we can change it for you however there will be a charge for soaking off the gel and re-applying.

Please ensure you arrive a minimum of 5 minutes before your appointment to select your desired colours.
(We do have over 400 lacquers and gels so there are plenty of decisions to be made).

How can my nails grow quicker?

There is no way to make you nails grow quickly, the only things to do are to ensure you have a good diet and use cuticle oil.

Using cuticle oil won’t grow your nails faster, but it will make them stronger and more flexible.
They will break less and therefore get longer.

Why do you guys always ask if I use cuticle oil when I come in the salon?

When your nails are hydrated with the perfect mix of 18% water and 5% oil, they become flexible and can endure the brutal forces of living life.
When they are dried out from way too much hand washing, they get stiff and fragile.
Your nails snap instantly with barely any pressure. This is why we constantly ask if you use it.
We also stock and use the number 1 best selling brand in the world Dadi’Oil.

FAQs – Queen B Luxury Nail and Beauty Lounge Giftcards

How can I buy a gift card?

The Queen B Gift card can be purchased in store, over the phone or online via www.queenb.london/giftcards
Our gift cards have no expiry date and are presented in a black wallet with a black envelope.

Can I get a refund on a Queen B gift card?

No. Queen B Gift Cards are non-refundable. Please also note that remaining balances may not be converted to cash.

I purchased a giftcard but I am yet to receive it.

In the event that you purchased a giftcard online or over the phone and it has not arrived, please call 02034417172.

I have used the balance on my giftcard, can it be topped up?

Yes, either call 02034417172 to make payment over the phone, visit us in store or use our online shop.

I don’t have enough credit on my giftcard to pay for my treatment, how can I pay the balance?

Should you not have sufficient funds on your giftcard, the balance can be paid using a credit/debit card or cash.

FAQs – Treatpoints

How can I collect points?

Treatpoints are awarded from the very first time you visit Queen B and are recorded on your client card.
More info on Treatpoints<

When do I get my Treatcard?

After your third visit to Queen B we give you your own personal Treatcard keyring.
The reason we wait for you to return 3 times is because unlike other salons, we do not charge you for the card.

I have lost my Treatcard – Can I have another one please?

Should you lose or break your Treatcard, we will replace it for you the first time free of charge.
If you lose it again, you will be charged £1.50.

Do I have to bring my treatcard to claim points?

Yes, we can no longer manually add points, if you do not have your treatcard you will not be able to add your points.
Treats cannot be backdated.

When I can redeem my free treatments?

Free treatments and products are rewarded when you have accumulated enough points.
To claim your free treatment, you must have 1 paying treatment.
Treats cannot be used without booking them in advance.

What happens if I miss my appointment and have a treat booked?

As a treat is regarded as an appointment, you will lose your points and will also need to pay for the treatment you had to qualify to redeem your treat.

How can I found out how many points I have and what they can be redeemed for?

Ask your therapist at your next visit and they will advise.

Can I use my points for my friend?

Treatpoints can be redeemed for the holder only and cannot be transferred.


Queen B has made every effort to ensure that the information on our website is accurate.
We accept no responsibility for any errors, omissions or inaccuracies in respect of the information contained in the material provided by Queen B,
nor is the provision of the material by Queen B to be construed as any representation that there are no other materials or information available in relation to the information provided.
We have the right to refuse treatment if we feel necessary.

By booking an appointment or purchasing gift cards or products from Queen B you agree to the terms and conditions

FAQs last updated 17.01.2020

Queen B Featured In The Croydon Guardian For Our Beauty Space
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