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Alert Level 3 Information

Are Salons open?
  • At level 3, all Muse Salons are closed to the public for everyday hairdressing Services and cannot reopen until Level 2. Our full range of Retail products is online for contactless delivery with Contactless Click & Collect*-available from 28 September.


Can Hair Salons Offer Click and collect at level 3?
  • Yes. We have engaged MBIE directly to clarify this and have their approval and Guidance on File should this be needed.

  • MBIE: "as long as the business can safely operate with delivery or contactless pick-up it can open at Alert Level 3".


What Can I order| Book online?
  • Muse Salons Remain CLOSED to the Public at Alert level 3 and Will not be managing bookings at this alert level. Bookings made online will not be confirmed until a move to Alert Level 2 is made.

  • You can still shop online for your Favourite Authentic Redken products and GHD Tools and we'll have your order delivered (or ready for contactless Click & Collect* as quickly as possible.


Are there limits on products?
  • We have good stocks of retail product. While stocks last.


Where can I find more about business rules through lockdowns?


Are there any changes to salon operating hours?
  • At level 3, all salons are closed to the public for everyday hairdressing Services. Our full range of products is online for either delivery or contactless Click & Collect.

  • Our Salons are operating at reduced hours and manning to fulfil orders (and provide our Local customer Contactless Click and collect options*).



What safety measures is your team taking to stay and ship safely?
  • We're working safely in line with our PPE, Safe Distancing and Hygiene Policy which aligns with the government's COVID-19 guidelines around physical distancing and safe working, including additional cleaning measures


Will your salon teams be provided with PPE gear?
  • Yes. We are working safely in line with our PPE, Safe Distancing and Hygiene Policy which aligns with the government's COVID-19 regulations around wearing masks, safe distancing, cleaning protocols and not allowing unwell team members at work.

  • We are restricting team numbers on site and are only operating for a couple of hours per shift to preserve Bubbles.


How will safety be ensured for contactless ‘Click & Collect’ under level 3? (Coming soon)
  • We have a Working Safely at Alert Level 3 Policy that aligns to the regulations guidelines set by the government including the health orders set-out by the Director General of Health. Under level 3, stores offering contactless Click & Collect will:

  • Practice safe distancing at the contactless Click & Collect touch points, including sanitising high touch areas. To support this there will be barriers, signage, and other equipment.

  • QR Codes tracing will also be available.

  • POS (Point of sale) communicating protections and measure are in place for the Public and Team.

  • Our Salons Remain Closed to the public- No customer will be permitted to enter these premises -with contactless click and collect collection points being external facing only.


Will I need to wear a face mask when collecting my order?
  • Yes, you will be required to wear a facemask.

What payment types can I use online?
  • We currently accept the following:

  • Visa, MasterCard, American Express, Debit Cards

  • Afterpay

  • Laybuy


Can I used a giftcard to purchase online during lockdown?
  • Unfortunately gift cards are only redeemable in store


What is the returns policy under Level 3?
  • Unfortunately, we aren’t accepting returns to our stores under Alert Level 3. You can return your item once we reopen our stores under Alert Level 2. For damaged or faulty product returns, please see our returns policy here



Are your deliveries contactless?
  • We’re shipping with safety in mind. All NZ Post deliveries are contactless and will be left at your door or designated spot.


When will I get my order?
  • We are working to get your order to you as quickly as we can, however NZ Post is experiencing high demand so you may experience some delivery delays. If you are not wanting to wait try our contactless click and collect option-its free.


Can I order over the phone?
  • Between the Hours of 10:30-12:30pm Tuesday to Saturday (Pukekohe) you can place an over the phone order and pay via bank transfer if you are not able to complete an online purchase? Orders will only be processed once funds have cleared.

Contactless Click & Collect


What times will click & collect be available? (Coming Soon)
  • We will be operating a contactless click & collect service for:

  • Pukekohe from 10.30am - 12.30pm, Tuesday to Saturday. This will be continuously reviewed.

  • Tuakau from 10.30am - 12.30pm, Tuesday and Saturday Only. This will be continuously reviewed.


How will the contactless ‘Click and Collect’ service work?
  • You can place a contactless Click & Collect order online and select the location you’d like to pick up from. You will be notified via email and text. There will be a pick-up point outside the store where you can provide your order number and collect your items in a safe and contactless way. Please bring your order number and the surname associated to the order along with your ID.


What is the benefit of contactless ‘Click & Collect’ over home delivery?
  • We wanted to offer our clients another way to shop safely as we move to Alert Level 3. While we can’t open our salons during this time, we can offer another safe and secure way for people to shop for their favourite Salon products that is free.


Aren’t you putting more team members, the public at risk?
  • Our teams will be operating in a contactless and safe way, in line with government COVID-19 guidelines.


How long will it take from ordering to collection?
  • We will notify you by email/SMS when your order is ready to be collected. Generally we aim to fulfil Contactless click and collect orders same day between the hours of operation communicated. It may take to the next scheduled collection day if the order is placed later in the day or stock becomes low.


Collection: To comply with safety guidelines:
  • you must wait until you receive an email/SMS stating your order is ready for collection before visiting us at a our Click & Collect location. The email/SMS will also contain guidelines about how the collection process will work.

  • Once you have been notified your order is ready for collection you will need to travel to the collection location and remain in your vehicle.

  • On arrival you will need to call the collection location (the details will be on your notification alert) and advise them of your arrival, Name/Order Number.

  • You will be directed by the Team member to make your way to the contactless collection point (at the front entrance of the Salon (you will not be able to enter the premises.

  • You will need to maintain a 2 meter distance between yourself and any other member of the public.

  • You will need to scan the QR Code located at the front of the collection location or sign the manual contact tracing register if you are unable to scan the QR Code.

  • Once your parcel has been located it will be placed in the collection location for you to take with you-contactless.


Will contactless Click & Collect be any faster than normal delivery?
  • Generally, provided the stock is available to pick yes we intend it to be which is why it is being offered.


I haven’t been notified that my order is ready yet. Why is it taking so long?
  • Our team is working hard to get all of your orders ready to collect as fast as possible. If you do not have a notification that your order is being processed within 15 Minutes of placing your order please contact the number on your order invoice.


How will you notify customers that their orders are ready for collection?
  • We will email and/or text you when your order is ready at your selected collection point for you to collect.


How will customers be identified at the point of collection?
  • Customers collecting online orders may be asked to provide identification before items are released. Acceptable ID types are photo IDs such as:

  • New Zealand driver's license

  • Passport

  • 18+ card

  • Photo Credit Card


How will safety be ensured at the point of collection?
  • Team members will be able to serve you contactlessly while using PPE under strict hygiene and safe distancing controls.


How will safety be ensured for contactless ‘Click & Collect’ under level 3? (Coming Soon)
  • We have a PPE, Hygiene and Safe Distancing Policy that is in line with government guidance on operating safely under alert level 3. Under level 3, stores offering contactless Click & Collect will:

  • Practice safe distancing at the contactless Click & Collect touch points. To support distancing there will be barriers, signage, and other equipment;

  • Ensure surfaces are cleaned down each time a transaction has been completed


Will other Salons be offering Contactless Click and Collect to their customers?
  • You will need to check the salons website to understand what they are offering (if anything) at Alert Level 3.

  • Hairdressers cannot open to the public and offer in person hairdressing services until Alert level 2.

  • Those who offer retail products and can safely do so in a contactless way are able to operate as per the government framework

  • Muse Salon has specifically and directly engaged MBIE in seeking understanding and assurance on the alert levels and they have confirmed we can offer this option for retail products.



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