FAQs

Got questions for the Masque team? You might find the answer here amongst our frequently asked questions.
  
Can you purchase a gift card for a specific treatment?
  
Masque Gift Cards are available for all treatments - just click the "Gift Card" button underneath the treatment you wish to purchase.  This will take you to the checkout where an online voucher will be generated and emailed to you after payment. You can then print this voucher out or email it to a friend.
  
Can you request for a physical gift voucher to be posted to receiver?
  
If you would rather a physical Gift Card to be posted rather than emailed, please contact us at info@masque.com.au or 03 9686 6000 to organise details and postage.  A postage fee will apply.
    
How do you book treatments online?
  
Use our simple "Book Now" button below the treatment description you wish to book in for and this will take you to our online booking system. If you have any questions about bookings please contact us at info@masque.com.au or call 03 9686 6000.
  
Are there any Spa Etiquettes that I should be aware of?
  
To respect everyone's spa experience, we do ask that noise levels at kept to a minimum and that your mobile phone is set to silent before entering the spa.  We recommend that you avoid alcohol consumption prior to your spa treatment and where possible make alternative arrangements for children.
   
This is my first time at the spa, should I arrive earlier?
  
For your first visit to the spa we ask that you arrive fifteen minutes prior to your appointment time to allow time for you to complete your consultation form, meet your therapist, and be ready for your spa experience.
   
I’m running late for my appointment
   
Arriving late will unfortunately limit the time of your treatment. Please contact the spa as soon as possible to notify that you are running late.  If you are more than 20 minutes late without contact, your treatment will be reallocated and a cancellation fee may apply.
  
What should I wear to the spa?
  
Please wear clothes to the spa that you find comfortable. During treatments our therapists will provide appropriate garments for protect your privacy.
  
I am pregnant, is it safe to have treatments?
   
We offer treatments with products and techniques that are specifically designed to be safe during pregnancy. Please notify us of your pregnancy when booking your treatments.
   
Where should I park?
  
Time restricted parking is available on both sides of Victoria Avenue, directly outside the spa and around the corner on Page Street.  For unlimited all day parking, there are spots available on Philipson Street and Withers Street.
  
How do I get to you by public transport?
  
Tram number 1 from Flinders Street station takes you 100 metres from our doorstep on Victoria Avenue.
  
Do I have to provide my credit card details to secure a booking?
  
We do ask for credit cards details to secure bookings for the following; group bookings, any package treatment or bookings over the value of $50 on weekends.
  
What is the cancellation policy?
  
We kindly requests 24 hours notice for cancellation of any treatments.  We impose a 50% cancellation fee for late cancellation. Credit card details are requested at the time of your booking and the cancellation fee will be charged to the nominated card.
  
Are you open Sundays or Public Holidays?
  
For certain group bookings we can open Sundays and Public Holidays by appointment. A 10% surcharge applies to all treatments.
   
Our hours are:
Monday: 10am - 6pm
Tuesday: 10am - 6pm
Wednesday: 10am - 8pm
Thursday: 10am - 8pm
Friday: 10am - 6pm
Saturday: 9am - 5pm
Sunday: *By Appointment Only
    
    
Got more questions for us? We'd love to hear from you! Email us at info@masque.com.au or call us on 03 9686 6000