Frequently Asked Questions

SERVICES

WAXING

How long should I wait between waxing treatments?

Usually 4-6 weeks depending on how quickly your hair grows.  Usually hair grows more slowly in winter months.

How long does the hair have to be?
Hair should be at least an eighth of an inch long in order to be long enough to grab with the wax.  Ideal is between a quarter to a half inch in length.

How should I treat my newly waxed skin?
Make sure that you do not sunbathe, exfoliate (with scrubs or acids), or go to the gym for at least 24 hours after waxing.  Also, do not use anything on your waxed skin that contains artificial colors or fragrances as they may irritate your skin. If any wax residue remains on your skin it can be gently washed off with soap and water.  Do not scrub.  Any gentle body oil would also work.

What can I do before waxing to prevent pain and/or irritation?
Check first with your doctor, but some find that taking an over the counter pain reliever an hour before getting waxed helps to reduce some of the pain felt during the service.  Make sure that you do not exfoliate, expose the area to the sun, apply any moisturizer, or exercise vigorously before your wax appointment as this may contribute to irritation and may damage your skin.

Does waxing hurt?
Yes.  The bottom line is that your hair is being pulled out by the root.   Different body parts hurt more than others.  We try to minimize the pain by utilizing superior wax techniques and using high quality waxes.

What is in the Gourmet Wax?
Our gourmet wax is a gentler form of hot wax containing essential oils of citrus, mint and vitamin E to reduce inflammation.  The formula adheres to the skin less making for a gentler pull, thereby reducing some of the trauma and pain associated with a wax service.  Some clients have told us that they get less ingrowns using the gourmet wax and most tell us that their skin is much less red, making it ideal to use on the face.  Please always feel free to come in for a patch test if you would like to see how your skin would react.  We highly recommend it.

What’s the difference between the basic bikini and the Brazilian Bikini waxes?
The BASIC BIKINI wax removes whatever would show if you were wearing a traditional bathing suit. The BRAZILIAN BIKINI removes as little or as much off of your bikini area as you choose - including the full monty!

Can I get my eyebrows waxed the same day I receive a facial?
We do not recommend doing so.  Most of our facials include exfoliation and acids that may make the skin too sensitive to have a wax service the same day.  Please space them at least 24 hours apart.  Try eyebrow tweezing for a safer alternative. 

Will I be red after my service?
Most clients show some reaction after a wax service.  It can range from slightly pink skin to some swelling to little red spots where the hair was pulled out.  Typically all these signs go away overnight.  If you are unsure of how you will react to a waxing treatment then we recommend you come in for a patch test 24-48 hours before your desired appointment.  A patch test can help determine how you will react to waxing.  While it is not unusual for women to react differently, especially at different times of the month, most people have a typical waxing response.

Can I come during my "time of the month"?
Yes, although many client find that waxing is more painful during this time and the skin tends to be more reactive. Please wear a tampon if you’ve booked a Brazilian wax.

Can I tan or go to the beach after my service?
To prevent burning or discoloration of your skin you must allow at least 24 hours after a wax service before going into the sun.  The topmost layer of dead skin that protects skin from burning rays of the sun is removed during waxing.

Do you do men's waxing?
Yes, we perform all waxing services on men.  Prices vary from those of our regular menu - please call us for more information. 

NAILS

How long do manicures and pedicures take?
Depending on the service you choose, our manicures and pedicures take anywhere from 30 to 60 minutes.  With the exception of the gel polish services , which have zero drying time, we recommend allowing 15-30 minutes of drying time. 

How long will I have to wait for my nails to dry?
We recommend waiting about 30 minutes for your hands and up to an hour for your toes if you're wearing closed toe shoes.  If you're wearing flip-flops, you don't have to wait at all.

Does Haven do Gels or Acrylics?
Haven offers Shellac, The Gel Bottle, and Le Chat Mood Gel Polish - 14 day wear, brilliantly shiny, and ultra-durable with no drying time!  We also offer permanent UV gel - read more about it on our hand and foot treatments page.

FACIALS

What skin care lines does Haven carry?
We use YonKa, Plum, IS Clinical, Glo, and Ultraluxe during our facials.  We have many products available for you to purchase in our retail boutique.

How often should I have a facial?
We recommend an absolute minimum of once a season.  When addressing specific issues such as acne, fine lines and wrinkles, and hyperpigmentation for example, we suggest you consult with one of our expert skin care technicians as to how best to approach your concern.  Typically, clients see the best results by having a professional facial once every 6-8 weeks.

What is your "basic" facial?
Our Remedy facial includes a full skin analysis followed by a customized treatment to address the unique needs of your skin which includes a thorough cleansing, two levels of exfoliation, massage, extractions, mask, and an application of an appropriate moisturizer and sunscreen.  As the Remedy is fully customized, no two are alike.  This is a great starter facial for when you're unsure of what would best suit your skin.

BODY TREATMENTS

What is a body treatment?
It's a little like a relaxing facial but for the whole body.  Our body treatments typically include exfoliation and moisturization of the entire body, face not included, sometimes a special therapeutic mask is applied.  We perform this service in a "wet room" where we use copious amounts of water to wash away the scrubs we use.  It feels great!  Body treatments leave your skin soft and supple and are very relaxing.

What do I wear during a body treatment?
We ask that you remove all clothing and we give you disposable undies to wear.  If you are more comfortable, you may bring a bikini and wear that - however, we cannot guarantee that the products we use won't damage the fabric.

Do you perform body treatments on men?
We do not perform body treatments on people with penises.

MASSAGE

Do you perform couples massage?
YES!  Finally, we offer couples massage!  You may have any massage type as a couples option - even different massages for each of you.  Just ask our spa coordinators for more information.

How often should I have a massage?
We recommend at least once a season.  Many clients feel they can manage stress better with more frequent appointments.  With this in mind, we have put together some massage packages that encourage you to come in more frequently.  Please call us for more information or visit our massage page.

I think I might be pregnant, is it safe for me to have a massage?
We do not perform massage on women/people who are - or suspect they are - in their first trimester of pregnancy.  After that point, we do offer pregnancy massage as it's a great way to relieve some of the discomfort and stress women sometimes experience.

GENERAL

What are Haven's hours of operation?
For your convenience we are open 7 days a week:  Monday through Friday 11-7, Saturday and Sunday 10-6. We typically extend our hours before major holidays - please call us for more information.

How much should I leave as a gratuity?
Gratuities are graciously accepted and appreciated.  While leaving a gratuity is optional, it is usually seen as a “thank you” for a service well performed.  It is customary to leave 20-25% of the service total.

Do you have a sauna or steam room?
Yes!  We have a steam room in both the men's and women's locker rooms.  

Do you make house calls?
Yes!  We will happily accommodate a request for in-house service for most of the treatments we provide.  Please call us at 212-343-3515 for more information.

Do you do spray tanning?
No, we do not offer spray tanning services at Haven.

Do you do eyelash tinting or extensions?
No, we do not offer these services.

How do I find out what your latest promotions are?
We encourage you to join our Be The First To Know e-mail list to find out what's new and if we're having any specials.

POLICIES

What are your gift card policies?
The gift card or gift certificate must be presented at checkout to redeem for spa treatments and/or home care products. Gift cards or certificates have no cash value and are void until activated at the time of purchase. Haven is not responsible for lost or stolen cards, or for unauthorized use. Contact Haven in the event of a lost or stolen card. In some circumstances a card can be replaced for a minimal $10 fee. If the card is not used for 24 consecutive months, a service charge of $4 per month will be deducted from the balance until the card is used or depleted. Expiration dates vary. Contact Haven for expiry and balance inquiries. Please have your gift card or certificate on hand at the time of your call. All rules are subject to change. Please check back for updates.

What is your gift card return policy?
All gift certificate sales are final at the time of purchase.  Haven is not responsible for lost, stolen, or damaged gift cards, or for any unauthorized use of a gift card.  Replacement gift cards are available under certain circumstances and for a minimal processing fee.  Gift Cards have no value until activated by an authorized Haven employee at the time of purchase.  Gift Cards are transferable, however, you must contact Haven in order to properly register the new recipient.

What is your merchandise return policy?
Haven accepts returns for full store credit on any product that is unopened, seal in-tact.  For products that have been opened and used, we accept returns when no more than 1/3 of the product has been used (at the discretion of management).

Reservations and Cancellations:

We encourage you to book your appointments in advance to ensure your preferred booking time.  We require a credit card to secure all appointments.   

For all massage appointments, packages, and multiple service appointments we charge the credit card on file the day before the scheduled appointments. If the charge doesn’t go through we will call the phone number on file and if we cannot speak with you before 4 p.m. we cancel the appointments. 

While lockers are provided for personal belongings, we recommend leaving your valuables at home.  Haven is not responsible for lost, stolen, or damaged items.  

We welcome guests over the age of 16.  Guest under the age of 18 need to have a guardian present and a signed consent form. This is to preserve the calm and relaxing atmosphere that all of our clients enjoy.  

With the exception of guide dogs, Haven requests that you leave your pets at home.  

It is important to us that you enjoy every moment of your experience at Haven. Please arrive 15 - 20 minutes prior to your appointment time to allow for a leisurely check-in.  Also, remember to turn off all cell phones and personal electronic devices.  

Please allow 24 hours notice to cancel or reschedule a reservation (48 hours for packages, 96 hours for groups).  Appointments cancelled in less than the requested time will incur a 100% cancellation fee.  For all massage appointments and packages we charge the credit card on file the day before the scheduled appointment. If the charge doesn’t go through we will call the phone number on file and if we cannot speak with you before 4 p.m. we cancel the appointment. .

We created our services to allow appropriate time for the full enjoyment of each treatment. Your late arrival may limit our ability to offer the best possible experience. Please be aware that late arrivals will not be afforded an extension of service unless the time is available and at the discretion of management.  When it is not possible to extend the time, treatments will be rendered only for the remainder of the scheduled appointment and you will be responsible for payment for the full service.

Check-Out 

We accept American Express, MasterCard, Visa, Discover, Apple Pay, and cash.  

Taking Care of You 

Whenever possible, Haven uses only the most natural ingredients and products.  This does not guarantee that you will not have a reaction to any of our products or services.  Please tell us about any allergies or sensitivities, as well as any and all medications you have taken within 6 months, to avoid interactions.  If you would like a test patch, we are happy to provide one for you 24 hours prior to your appointment time.  

Some of our services are not recommended during pregnancy.  Please check with your physician and advise us even if you suspect you may be pregnant. 

To avoid complications, please check with your doctor if you suffer from diabetes, high blood pressure or any other medical condition, or if you are taking any medications.