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We ask that you arrive at least 5 minutes before your scheduled treatment time. If you are running late, please let us know via Webchat or WhatsApp, see here: Contact Us

Our salons are busy places and we cannot allow a late running treatment to impact another guest. If you run late for your appointment, your treatment may have to be shortened.

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.

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, plus the ‘BIAB / Super Gel Overlay’ add-on) and should you experience chipping or lifting  over the following 7 days, we will happily fix it for free. Moved house, gone rock climbing? This is a no questions asked guarantee – we’ve got you!

The guarantee does not cover Polish or Express treatments.

How do I redeem the guarantee?

To redeem the guarantee, please email a photo(s) of the affected nails to [email protected] and our team will be in touch to handle the rest! Issues must be reported within 7 days from the time of treatment (e.g. if treatment is booked for 5pm on a Friday, by no later than 5pm the following Friday).

Does Townhouse offer Memberships?

At the moment, Townhouse memberships aren’t available to the public and are currently only open to former GLOSSLAB members whose plans have been transferred to Townhouse.

If you’d like to be first in line when we open memberships again, simply sign up for our newsletter. You’ll be added to our waitlist and we’ll be in touch the moment new spots become available.

I had a GLOSSLAB membership before Townhouse acquired GLOSSLAB. Is this still valid? ​

Yes! If you had an active GLOSSLAB membership when Townhouse acquired GLOSSLAB, it has been transferred to the equivalent Townhouse membership. You should have received an email confirming the change, along with all the details of your new plan.

Your membership has been matched as follows:

• Unlimited Monthly Membership -> Keys to the House
• Duo Membership -> Resident
• Mini Mani Membership -> Guest List

Where can I find the details of my new Townhouse membership?

For more information on Townhouse Memberships, please visit the link here.

How do I freeze or cancel my membership?

If you’d like to pause or cancel your membership, please email [email protected].

Townhouse is cashless – we only accept payment by debit or credit card. If a card on file has expired, you will be contacted for another card for payment. You are welcome to provide a cash tip to Nail Artists.

Why is a 20% tip being added to my online booking?

A 20% tip will be automatically added to your appointment. This helps ensure our talented Nail Artists are recognised for their incredible work and allows for a seamless, stress-free checkout experience. 100% of the tip goes to your specific Nail Artist and Townhouse pays all credit card fees. You are free to modify the tip amount at any point and for any reason.

Please note: all tips are subject to tax deductions in line with local legislation.

Can I change the tip amount?
Absolutely. You’re welcome to adjust the tip during your visit, whether you’d like to increase, decrease, or remove it entirely. Our team will always respect your preferences.

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. If you run into any issues or need support, please let us know via Webchat or WhatsApp, see here: Contact Us. Please note we cannot book appointments via Webchat / WhatsApp and our team can see exactly the same live availability as you can see online.

Cancelling/changing your appointment more than 12 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 12 hours before your appointment start time are completely free.

Cancelling/changing your appointment within 12 hours/no shows:

Cancellations/changes within 12 hours and no shows will result in a charge equal to the cost of the treatment(s) you have booked in for.

What is TPO?

TPO is a common ingredient used in traditional nail gels. It has recently been banned by the European Union although currently remains legal in the US and UK. We are happy to confirm that all Townhouse branded gel products are TPO free. These were intentionally formulated to remove common toxic ingredients while maintaining the same high-gloss finish and provide the durability our clients love. Please ask your Nail Artist if you would like a TPO free service.

How long does Townhouse Flawless Gel last?

Our Flawless Gel system delivers exceptional shine, flexibility, and wear for up to 21 days of flawless results.

Can I buy the Flawless Gel Collection?

The Flawless Gel Collection gel is for professional use in our salons only. You can enjoy it by booking a Flawless Gel Mani appointment here.  You can buy our Townhouse Flawless Polish here.

Are all the Flawless Gel and Polish products vegan?

Yes! Consciously formulated and ethically produced, Flawless Polish & Gel are 100% vegan, cruelty-free, and manufactured in Europe under strict quality and safety standards.

What is a 21-free formula?

A 21-free formula removes 21 ingredients often found in traditional nail polishes that can be harmful or unnecessary. The result is a cleaner, high-performance polish that doesn’t compromise on finish or longevity and meets Townhouse’s uncompromising standards.

How long does Townhouse Flawless Polish last?

When paired with our Extended Wear Top Coat, Flawless Polish offers up to 14 days of wear time.

What is the Extended Wear Topcoat?

The Townhouse Extended Wear Top Coat features innovative daylight-cure technology to deliver a longer lasting, durable gel-like finish that keeps your polish manicure flawless for up to 14 days. This intelligent formulation ensures lasting performance without the need for a UV lamp.

How do I remove Townhouse Flawless Polish?

You can remove it as you would any normal polish with a nail polish remover.  We recommend soaking a cotton pad in polish remover, then press firmly against the nail and sweeping the pad slowly from nail bed to tip.  Once finished, wash hands and use the Townhouse Cuticle Oil and Townhouse No.1 Cream.

Are the Townhouse Flawless Polish bottles recyclable?

Once cleaned, yes.  Your Townhouse Flawless Polish bottles are made of products that can be recycled. Please note that the ability to recycle will depend on local facilities. Please check with your local recycling organisation.

Are Townhouse products safe during pregnancy?

Our products are formulated without several ingredients that have raised safety concerns, including TPO and formaldehyde. This makes them a cleaner choice compared to traditional formulas. However, as every pregnancy is unique, we advise clients to check with their doctor before usage.

Where can I buy Townhouse Flawless Polish?

You can buy in salon by asking your nail artist, or you can buy online at townhouse.co.uk in the UK or townhousebeauty.com in the US. 

Where do you ship to?

At the moment, we only ship Townhouse Flawless Polish within the UK & the USA.

We are always open for walk ins but please be aware that more than 95% 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 instore kiosks for the latest availability.

Townhouse has a range of drink options available for purchase in 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. 

We love welcoming families into our salons, and we want to make sure everyone has a safe and enjoyable experience. Here’s how we keep things running smoothly for our younger guests:

Under 8

Apologies, children under 8 can’t experience Townhouse nail services, although they’re very welcome to sit in while an adult has a treatment if there is space, they just need to be always supervised for the enjoyment of other customers and not disturb other customers.

Ages 8-13 

Children aged 8-13 must be accompanied on site while having a treatment and can have Polish treatments only. Please note we do not perform any cuticle work or dead skin removal on children between 8-13. We require a consent form signed by the accompanying parent/guardian before we start.

Ages 14-16

Teens 14 and over do not need to be accompanied and can book all treatments but we will require written consent for the treatment from a parent or guardian in advance.

Ages 16+

We have no restrictions on treatment for over 16-year-olds.

A Note on Safety

Our salons can get busy, with tools, equipment and other guests around. If a child’s safety becomes a concern or things get a little disruptive, we may need to pause or stop the appointment.

Cancellations

If we’re unable to go ahead because the policy hasn’t been met, the booking will be non-refundable – so please double-check before visiting.

Children’s Parties 

Please contact us at [email protected] to arrange an event.

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 doctor. If you have any concerns, please send us an email to [email protected].

If you have a disability that may affect your ability to receive a treatment in anyway, please email us at [email protected] in advance of your treatment and we will do our best to accommodate and support you.

Townhouse is a perfect place for events from small gatherings of groups of friends all the way to multi-day exclusive hire launch parties and corporate events. Small group packages are bookable online and for anything larger, we would be delighted to assist you in planning your own bespoke gathering – please email [email protected] 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 [email protected].

Are Townhouse products cruelty-free?

Yes! Townhouse does not conduct, commission and will not be party to animal testing with regard to any Townhouse branded products.

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

We work with globally recognized manufacturers who ensure that our products are developed and manufactured in line with recognized 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 as applicable.

Are Townhouse branded products suitable for vegans?

Yes!

How can you be certain that your products are vegan?

We work with globally recognized manufacturers who ensure that our products are developed and manufactured in line with recognized 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 unless otherwise indicated.

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 consumer retail products recyclable?

Yes, all our products are recyclable. Recycling of nail polish and cuticle oil varies by state and may require specialist facilities, please check with your local recycling plant. 

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 [email protected]. They will advise you on how to make a return.

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. 

The Townhouse polish range is certified as Halal has been officially certified by Halal Certification Services (HCS).
Please note that while our polishes are Halal-certified, they are not water-permeable.