FAQS Frequently Asked Questions

FAQS – 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 and a member of the team will reply within 24 hours.

Disclaimer

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 our terms and conditions.

FAQs last updated 01 May 2023

Before your visit to Queen B - Salon Etiquette

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.

As an appointment only salon, we operate a 48 hour cancellation policy.

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

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

Out of respect to your therapist 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.

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.

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.

When booking online a booking fee will be taken according to the price of the treatment.
This is non-refundable and managed by Phorest Online Booking Software. The remainder of the balance will be taken at reception after your treatment.

If you are booking an appointment as a gift and would like to pay for the treatment in advance, please call the salon to book the appointment and make payment as we will not be able to take the payment online.

All new clients booking online or over the phone are required to pay a 50% deposit to secure your booking.
A 50% deposit may also be required for treatments of over £50.

Queen B is strictly by appointment only and cannot take walk-in appointments due to the requirement for telephone consultation. Please ensure you call the salon before your visit if a member of the team has not managed to contact you.

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.

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 48 hours notice. Failure to give us enough notice will result in a 100% cancellation fee.

Plan your visit to Queen B in advance to ensure the best experience.

Our address
Queen B Luxury Nail and Beauty Lounge, 290 – 292 Brighton Road, South Croydon, CR2 6AG
Telephone 020 3441 7172 | [email protected]

Get directions

Appointments are strictly by appointment only. Please book your appointment online 24/7

Tuesday, Wednesday and Saturday 10am – 6pm
Thursday and Friday 10am – 8pm
Sundays 10am – 4pm

Queen B Luxury Nail & Beauty Lounge is located on the corner of Brighton Road and Churchill Road in between Purley and Croydon. If you are using your sat nav, please enter Queen B into the search field rather than our postcode as this will give you precise directions.

There is residential parking on both Churchill Road and St Augustines Road and you can park in the bays on the Brighton Road opposite Pizza Hut. Parking in the bays are free for the first hour, please remember to print a ticket to claim free parking. Queen B cannot be held responsible for any parking charges.

Brighton Road joins the A23 from Gatwick Airport and is the perfect stop off for a bit of R&R after a long flight.

Closest train stations are Purley Oaks, Sanderstead and South Croydon.
Journey time from Victoria (25 mins) London Bridge (35 mins) Clapham Junction (20 mins)

Bus routes 60, 166, 407, 466

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

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.

It’s important to understand that when forgetting or cancelling appointments without giving enough notice, businesses lose the opportunity to fill that appointment time, and other guest waiting for appointments miss out on receiving the Queen B Experience.
For the benefit and respect of all our guests and team, booking appointments at Queen B are subject to the following cancellation policy;

You may cancel or modify your appointment without charge anytime 48 hours before the start time of your appointment.

Less than 48 hours notice is considered a “Late Cancellation” and will result in a charge up to 100% of the scheduled treatment(s).

If you do not cancel your appointment or do not show up for your scheduled appointment, you will be considered a “No Show” and charged full price of the scheduled treatment(s).

Appointments that are booked within the 48-hour period are still subject to the cancellation policy.

As a courtesy, appointment confirmation messages are sent 72 hours in advance of appointments by both SMS and email to the contact information given at time of booking. Please confirm your attendance by clicking the link in your confirmation message. We cannot take responsibility for any errors in the details you have provided or if you have not seen your confirmation.

To ensure a the best experience, please arrive on time for your scheduled appointment.
We do not have a waiting area so would appreciate if you are not more than 5 minutes early for your appointment. In the event that you arrive earlier, please call the salon as we may be able to begin your treatment slightly earlier.

Late arrivals will be charged the full price of the scheduled treatment(s) even if there is not enough time to render them.

While we are a Covid Secure Salon and take hygiene and the safety of all of our guests very seriously, the government ended the laws about self-isolating back in early 2022 and therefore all cancellations due to Covid will be subject to our cancellation policy. If in doubt or if you are feeling unwell, we highly recommend for you to cancel your appointment in advance to avoid being charged.

Please read this blog for a more detailed explanation

We offer a wide range of luxury results-driven treatments including natural nail care, waxing, facials, body treatments, lash and brow sculpting, luxury pregnancy treatments as well as premium retail products that we use and recommend in the salon. All of our services are available for both men and women.

Queen B Luxury Nail and Beauty Lounge is the ultimate destination for beauty on-the-go. If you are interested in visiting the salon, take a moment to explore our services

Your toes get painted with nail lacquer and a fast drying top coat is applied however due to the current safety protocols, we may not have the ability for yuo to dry your toes in the salon.

We do 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.

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.

Cleanliness, Hygiene and Safety

Yes, Queen B is a safe environment – In fact it’s one of our biggest drivers. We take hygiene, safety and the security of all our of team and guests very seriously.
All therapists are fully qualified, insured and experienced and all products used are purchased direct from the manufacturer.
None of the products we use or retail are tested on animals.

All tools are either single-use or sterilized in a hospital-grade autoclave machine between each use and your therapist will open a sealed packet of tools in front of you at the beginning of your service.
We do not double dip during our wax treatments and all therapists wear fresh nitrile, latex free gloves for each guest.

All of our gel polishes and gel lamps are from Gelish and we have a longstanding professional relationship with the manufacturer ensuring all products are safe to use.

Our pedicure sinks are jet-less meaning they do not harbour bacteria and all sinks are cleaned with hospital grade disinfectant after each use.

We continue our professional education around all safety aspects as well as treatment protocols to expand our knowledge and deliver the best service.

Queen B is by appointment only and operate a locked door policy at all times ensuring safety at all times.

Should you have any questions or would like to raise any concerns, please email us and a member of the senior management team will reply within 24 hours.

Dermalux LED Light Therapy

There is no risk of irritation, side effects or down time that may be associated with more invasive procedures. There have been no reported side effects in over 3,000 published clinical studies. However, it is important to be aware that photosensitive medications or health conditions may be contraindicated to the LED treatment due to increased sensitivity to light exposure.

If you want to apply products with the LED treatment, we recommend a water based topical that absorbs easily to avoid reflection of the beneficial light.
Avoid anything with a high concentration of active ingredients which may be applied immediately after the LED treatment.
For very sensitive or problem skin conditions, apply the LED to cleansed skin only without any topical product to avoid the risk of adverse response.

No. We do not recommend using any mask on the skin with Dermalux as this will cause a barrier which will block some of the beneficial light.
The mask can either be applied before or after the LED treatment.

Even though the Dermalux treatment is very safe, the device has not been tested on pregnant women therefore the risk is unknown.
We will not be able to perform the treatment during your pregnancy. It is safe to use on guests who are breast feeding.

We do not recommend using the Dermalux treatment on any guest who is currently undergoing medical treatment for cancer.
Once the guest has been signed off by the oncologist or doctor, it is safe to proceed.
Dermalux can be used on guests who have previously had cancer.

No.Vitamin D production is triggered by exposure to UVB light which converts cholesterol found naturally in the body to vitamin D3.

Results can last for several months following a course of Dermalux treatments subject to the indication. However, regular maintenance treatments are advised to extend results as part of an on-going skin health programme.

The number of treatments required for optimum results is subject to a number of factors including indication and severity, age and lifestyle.
An initial course of 8 to 12 sessions is generally recommended for all conditions. Treatments taken in quick succession will generally achieve faster results.

Book your appointment online

Yes. Dermalux has one of the highest safety profiles of any skin care treatment.
It does not generate heat or UV wavelengths so cannot damage skin tissue or create photosensitivity.
It is clinically proven to be safe for all skin types and the most sensitive skin conditions.

Absolutely. As we don’t see NIR light, it is easy to underestimate the amazing therapeutic benefits. NIR is the wound healing wavelength. It accelerates repair and has powerful calming and soothing benefits for inflammatory and problem skin conditions. It is also proven for pain relief.

No. Dermalux is safe for all ages however treatment of clients under the age of 18 will be at the discretion of Queen B Luxury Nail and Beauty Lounge and will require parental consent.

Dermalux is a relaxing, pain free experience with evidenced wellbeing effects.
The treatment does not generate heat but a feeling of natural warmth is common due to the increase in blood circulation.

Dermalux is a non-invasive treatment that uses the most clinically proven wavelengths to energise cells and trigger the skins natural rejuvenating and healing processes to treat a wide range of conditions.

Light is a powerful energy which is made up of wavelengths ranging from very short gamma rays to very long radio waves. The human eye has evolved to detect wavelengths between 400nm and 700nm as colour. We see this as the rainbow ranging from blue through to red light. We do not see UV wavelengths which range up to 390nm and at the other end of the electromagnetic spectrum, we do not detect Near Infrared wavelengths at around 800nm plus. NIR is a very powerful wavelength even though we cannot see it.

No. Demalux does not use any wavelengths in the UV spectrum. The LED’s have a very narrow nanometre tolerance to ensure they only emit the required peak wavelength.

Footlogix

All Footlogix products are absolutely safe for people with cancer or who are undergoing cancer treatment.

All products only penetrate into the epidermis so nothing passes into the blood stream.
The skin on anyone who has a compromised immune system, such as caused by cancer treatment, is usually dry.
The urea, part of the body’s natural moisturising factor, in the Footlogix products aids in keeping the skin well-moisturised and therefore more healthy, thus lessening the chance of micro-lesions, which could become a portal of entry for infection.
The Footlogix DD Cream Mousse has highly efficacious antimicrobial properties, which result in a stronger skin barrier for healthier, happier feet.

Footlogix can provide great results treating the symptoms of psoriasis, such as redness, itching and flaking skin, but it cannot cure it.

Start with a daily application of the Footlogix Rough Skin Formula in the morning and the DD Mousse at night.
After two weeks of twice daily application, the skin will be improved and the client will then just need to maintain a daily application, alternating between the Rough Skin Formula and the DD Mousse.
Once the symptoms have cleared, the Daily Maintenance Formula and the DD Mousse are recommended to keep the skin properly moisturised.

Since Footlogix products penetrate the layers of the epidermis and not into the bloodstream, the products are safe. However, because of the active ingredients present in the anti-fungal formulas (Peeling Skin, Rough Skin and Anti-fungal Tincture), we would suggest you get a doctor’s approval before using them.

If you are in your first trimester please do let us know so we can amend our massage technique.

The Foot Fresh Spray, Shoe Fresh Spray, Massage Formula, Cuticle Conditioner Lotion and Foot Soak all contain fragrance.
The rest of the Footlogix products do not have any perfume ingredients.
One of the reasons why the products work so well for everyone is because the majority of the product line is fragrance-free. Footlogix products are all nut-free and safe for nut-allergies.

Footlogix does not test on animals nor use any animal-derived ingredients in any of their products.
The testing performed are below:

Microbiology and Preservative Efficacy Testing:

A test for the risk of microbiological susceptibility of the products (how likely they are to be contaminated with bacteria etc.)

Stability Test

A test to determine if the product stays in good condition under reasonable storage conditions during the product’s shelf life.

Packaging Interaction

A test to make sure that there are no unwanted interactions between the container and the product.
None of these tests involve testing on animals.

We get asked this question very often – does urea mean that there is an extract of urine in your products?

No. Urea is a humectant that is found within all sorts of products in the cosmetic industry.
Its role within the Stratum Corneum (the outer layer of skin) is to maintain a healthy moisture balance.

Often dry skin is due to a reduction of urea in the skin’s delicate tissues, which can lead to tightness and flakiness.The percentage of urea in our products varies depending on the moisture level of the foot.
Therefore, cracked heels will need added moisture and would be recommended the Footlogix Cracked Heel Formula, which has a relatively higher percentage of urea in it.
On the contrary, if a client has a foot with peeling skin that already has moisture in it – he/she should use a product that does not add further moisture into the skin and we would recommend the use of the Footlogix Peeling Skin Formula, which has a relatively lower percentage of urea in it.

All Footlogix products are safe for diabetics, non-occlusive, alcohol- free with no added oils or fragrances

Footlogix products do not contain any animal-derived ingredients. Therefore, they would be considered vegan.
With regard to toxins, all Footlogix formulas and ingredients adhere to the standards and guidelines set out by governing regulatory bodies, (the FDA).
As well, all of the ingredients in our products are present in concentrations, which are proven to be safe for our guests.

Nail Services and Aftercare

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.

We do not perform acrylic enhancements, dipping powders, SNS or infills.

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 as we will not be able to remove them, however, you will still be charged for your appointment.

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.

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

There is no way to make your nails grow faster, 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.

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

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.
Read our blog about IBX as this will help you too!

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).

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?

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.

As all of our services include so much more than just an application of polish, we do not offer refunds.

We only use official Gelish lamps for our gel treatments.

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.

We can only do so much in the salon, using cuticle oil, wearing gloves when washing up and cleaning will help you get the nails you want.

Rewards Club

What is the Rewards Club?
This is our way of saying thank you for your loyalty.
You receive vouchers that you can use towards your total bill.

How do I join the Rewards Club?
After your 4th visit you can request to be enrolled in the club. All you need to do is ask a member of the team. All 4 visits must be within 3 months to qualify.

How do the vouchers work?
For every £1 spent on treatments, you receive 1 point, 2 points for every pound spent on retail. Those points get converted into vouchers and for every 500 points, you receive a £5 voucher which you can use at Queen B.
You can also earn points for recommending a friend and rebooking your next appointment in salon. We also run special reward months randomly throughout the year.

How do I use my vouchers?
When you check out at reception, let us know you would like to redeem your vouchers and they will be used against your total bill.

Can I swap my vouchers for cash?
Vouchers can only be used against your total bill and cannot be swapped for cash.

How many points can I use in a single transaction?
You can use a maximum of 1000 points per visit.

Do my points expire?
Your points will no longer be valid if it has been 12 months or more since your last visit to Queen B

How do I know how many points I have?
Download the Queen B app to see your points, your total points are also shown on every receipt sent.

Do I have to present my card to redeem my points and use my vouchers?
Yes, the system is set up to use a bar code on your card so without your card we will not be able to process your points.

I forgot to scan my card, can you add points at a later date?
Unfortunately your card is connected to your account so we cannot backdate any points.

I have booked for me and a friend, do we both get points?
The person who makes the booking will get the points unless you are both booked in separately.

Can I give my points to a friend to use?
Points are non transferable and can only be redeemed by the bearer of the Rewards Club Card

I have points from the previous Treatcard Program – What happens to my points?
All points have been carried over, providing you have visited within the last 12 months. If not, your points will have expired.

I have lost/snapped my card – What do I do?
Please let us know on your next visit and we will replace it for you free of charge.

Can I use my points to pay for a missed appointment?
Unfortunately the system does not allow for this.

Waxing

You can most definitely wax during your pregnancy although you may be a bit more sensitive during your first trimester.
Please do let us know if you are pregnant and if you are in your third trimester, we will need to add more time to your treatment to ensure you are as comfortable as possible.

All of our beds can be raised or lowered and your experienced therapist will be on hand to assist at all times.

It is essential that you do not shave or wax at least 2 and a half weeks before your visit so we can actually have some hair to wax
The week leading up to a wax, exfoliate the area using an exfoliating scrub, if possible try and do this every other day in the week before your treatment but stop at least 24 hours before your visit.

Exfoliating will remove any dead skin and help to lift the hairs away from the top layer of skin allowing them to be picked up by the wax easier. We love the Double Exfoliation Scrub from Perron Rigot

If possible it’s a good idea to bring a clean change of underwear, especially if you’re not going straight home afterwards.
Sweat and chlorine can both increase the likelihood of open follicles becoming infected so please do not swim or workout within 24 hours of your treatment.

Before the treatment, you’ll be asked to fill in a thorough consultation form, please remember to list any medications you are taking. You will be surprised what can affect your skin’s sensitivity and let us know if there is anything we should be aware of. (Pregnancy, skin tags, recent operations/surgeries etc)

If you are a little nervous that a Brazilian or Hollywood wax will be uncomfortable, then it might be worth taking 1 – 2 paracetamol half an hour before treatment, especially if this is your first wax.
If you know your skin is quite sensitive or reactive, another alternative would be to take an anti-histamine to reduce redness.

Also, avoiding caffeine or alcohol for a few hours before an intimate wax can help reduce discomfort. Caffeine heightens nerve ending sensitivities, which is exactly the opposite of what you want to be doing before a hair removal session!

Men – Please wear loose fitting trousers and remember this is a professional service so don’t embarrass yourself.

Lastly don’t hesitate to ask us any questions, that’s what we are here for!

Great news, we can still wax you but you will need to wear a tampon or menstrual cup.
For basic bikini waxes and extended bikini waxes, a freshly-changed sanitary towel would also be OK.

Please note that the Queen B 48-hour cancellation and appointment change policy applies at all times. We are unable to cancel or change appointments free-of-charge with less than 48 hours’ notice, even if you are on your period.
If you are not prepared or able to wear a tampon or menstrual cup and are booked in for a Brazilian or Hollywood wax, then your options are to either; replace your intimate wax with an alternative treatment of equivalent length and value; find someone else to take your appointment slot; or forfeit your appointment on the day, understanding that you be will charged in full unless we manage to fill your slot with another paying guest.

We are delighted to partner with Perron Rigot for our waxes, all of our wax therapists are fully qualified and trained in waxing for both men and women, in fact we are specialists in waxing!

We also offer male intimate waxing and have no fear, we do not double dip!

Find out more about Waxing at Queen B

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