FAQ

Can I stay with my dog?

For safety reasons, we’re unable to have owners remain with their dogs during grooming appointments. We’ve found that the presence of owners can be distracting for both the groomer and the dog, which may increase the risk of injury when using grooming equipment such as clippers and scissors.

Please be assured that your dog will be treated with the same care, patience, and kindness we would give our own. If at any point we have concerns about your dog’s comfort or wellbeing, we will contact you straight away.

Why does it take so long?

Grooming is a detailed and hands-on process that takes time to do well and, most importantly, to do gently. As a general guide, a small dog such as a Maltese takes around 1.5 hours to complete. This may include time for preparation, bathing, drying, clipping, scissoring, and styling. This is only an example, as every dog is different.

While we always aim to keep to our appointment schedule, grooming times can vary depending on many factors. These may include the condition of your dog’s coat, drying time, the style requested, your dog’s comfort levels, and the pace required to keep the experience calm and stress-free. Breaks may also be needed for your dog or the groomer to ensure everyone remains comfortable.

We never rush a groom, as this can become stressful for both the dog and the groomer. As with any appointment-based service, if one appointment runs longer than expected, it can affect the timing of the day. For this reason, the total time your dog spends with us may vary from visit to visit.

We appreciate your patience and understanding and can assure you that your dog is well cared for while in our salon. We will call or text you as soon as your dog is ready to be collected.

Why do you charge more if my dog is matted?

Brushing out knots or matting requires significantly more time, patience, and care than routine grooming. It also often involves the use of additional conditioning and detangling products to help remove matting as gently and comfortably as possible.

In some cases, matting cannot be safely brushed out and shaving may be required. This also incurs an additional charge, as working on a matted coat — particularly when matting is close to the skin — requires extra time, skill, and caution. Severe matting can increase the risk of skin irritation, nicks, or cuts, as well as injury to areas such as warts or moles that may be hidden within the coat.

When a dog is heavily matted and needs to be shaved, this must be done before bathing. This means grooming equipment is used on a dirty, compacted coat, which causes blades and scissors to blunt much more quickly and require more frequent sharpening or replacement.

Our priority is always your dog’s comfort and safety, and any additional charges reflect the extra time, care, equipment wear, and skill required to groom a matted coat responsibly.

Why do you have to shave my dog so short?

When a dog’s coat is matted, removing the matting can take a significant amount of time and care. In many cases, attempting to brush or comb out tight matting can be uncomfortable, stressful, or even painful for the dog. If we believe that removing matting would cause pain, distress, or risk injury, we will not attempt to brush it out and will instead recommend shaving underneath the matting.

Shaving may result in a much shorter coat than you would prefer; however, it is often the kindest and safest option for your dog. A shaved coat allows the skin to breathe, reduces discomfort, and gives the coat the best chance to grow back healthy and mat-free.

When clipping a matted coat, we must be able to safely place the clippers between the skin and the matting. How short we need to clip depends entirely on how close the matting is to the skin, which can vary from dog to dog.

Our priority is always your dog’s comfort, safety, and wellbeing, and we will only ever recommend a shave when it is in your dog’s best interests.