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Policies and FAQs

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Policies

We accept MasterCard, Visa, American Express, Discover & cash. We also accept Wake Foot Sanctuary gift certificates for prepaid convenience. Pricing is subject to change without notice.

Gift certificates can be purchased in our shop or online and have a three year expiration date. These certificates can be applied to services as well as goods in our shop. Our gift certificates cannot be used toward purchases on our online shop.

Wake Foot Sanctuary is not a medical facility, and we will not diagnose or treat any foot- or skin-related conditions. Our staff will never, under any circumstances, apply a product to a guest’s skin that was brought by a guest from outside of our facility.

 

For the safety of our guests, if you have a potentially contagious skin condition, you will be required to postpone your services until such condition has been fully treated.  This includes but is not limited to: athletes foot, nail fungus, warts, poison ivy, and others.

 

For non-contagious skin conditions such as psoriasis and eczema, we understand the complex and often trying nature of these conditions; we will work with our guests to try and provide a pleasurable experience.  If you feel that your non-contagious skin condition will be exacerbated by our services or that our services will cause irritation or stress, we ask that you postpone your services until the condition has improved.  To ensure your safety, please immediately inform us of any skin- or foot-related conditions you have prior to the beginning of your services.  If our staff discovers a potentially contagious skin or foot condition during your treatment, we reserve the right to immediately stop such services and postpone them for a later date.

 

Because our services directly interact with a guest’s skin, it is critically important that each guest understand and make known to our staff what ingredients could potentially cause reactions.  We ask that all guests prior to the beginning of their services fully discuss with our staff any potential intolerances or allergies so that we may determine if alternative services or ingredients may be used.  However, although we clean each of our bowls after each use, we cannot guarantee that cross-contamination of ingredients and other potential allergens will not occur due to the communal nature of our services.

 

If our staff has a concern regarding a guest’s health, we reserve the right to call 9-1-1 or otherwise seek emergency medical services on behalf of the guest.  Wake Foot Sanctuary will not be responsible for any costs or expenses associated with such medical services.

Reservations are not required but are highly recommended. All reservations require a credit card or cash guarantee at time of booking.

A minimum of 24 hours’ notice is required to cancel or change appointments. Appointments made the day before have until 6pm day of booking to be canceled and avoid charges. Cancellations without this notice will incur up to 100% of the service charge of the reservation. Late arrivals will be charged the full price of the service, but the service end time will not be extended. If changes to appointments result in a downgrade of massage time, or a package downgrade, 50% percent of the difference will be added to the newly chosen service.

 

A downgrade is considered to be the decrease in massage time for any given service. If a guest books in for a service with a specific amount of massage and then downgrades upon arrival for their appointment to a service with less massage they will be charged for the difference of the two services. Guests can avoid this charge by giving Wake at least 24 hours notice for any changes, downgrades, or cancellations.

Parties of up to 8 guests are most welcome in the sanctuary. Reservations are highly recommended to secure your desired time and date. There is a 72-hour cancellation policy for groups of 6 or more. Groups of 6 or more will be charged 20% gratuity but services can be paid for individually if preferred. Please feel free to contact us for assistance in planning your event. An individual reserving services for a group or party shall be financially obligated for compliance with our policies until such time as we are instructed to divide a charge among multiple individuals or methods of payment.

 

Groups of more than 8 guests will be required to pay a $200.00 deposit at the time of booking, which will be applied toward the group’s services upon check-in.  Groups of more than 8 guests are required to provide notice of cancellation at least 3 weeks prior to the scheduled appointment date.  Groups who provide less than 3 weeks’ notice will forfeit the $200.00 deposit.  Additionally, any changes or downgrades of service less than 3 weeks before the scheduled appointment may result in forfeiture of the $200.00 deposit.

 

We do not allow outside food into the Sanctuary.

Cell phones must be turned off before entering the sanctuary. Limited use of cellphones in the shop is appreciated as we try to ensure a calm atmosphere for our Foot Sanctuary guests.

Animals are not allowed inside the spa except for service animals. If you require a service animal to accompany you during your appointment, please let us know at the time of your reservation so that we can provide sufficient space to accommodate you.

Children at least 6 years of age and older are welcome to participate in services at Wake Foot Sanctuary. Anyone under the age of 18 must be accompanied by a parent or guardian. We advise parents and guardians to consider our communal space with a peaceful atmosphere, other relaxation-seeking guests, and the child’s ability to engage with a quiet space for the duration of a service when bringing in young foot-soakers.

Because our services directly interact with a guest’s skin, it is critically important that each guest understand and make known to our staff what ingredients could potentially cause reactions.  We ask that all guests prior to the beginning of their services fully discuss with our staff any potential intolerances or allergies so that we may determine if alternative services or ingredients may be used.  However, although we clean each of our bowls after each use, we cannot guarantee that cross-contamination of ingredients and other potential allergens will not occur due to the communal nature of our services.

We typically ship 98% of our orders within 72 hours if order is placed Monday through Thursday. (Excluding holidays) However, because our products are all hand made, sometimes our production process takes a bit longer. Including time spent in shipping, most orders are received within 5-10 days from ordering. If it takes a bit longer, we will let you know!

Orders can only be canceled or modified if they have not yet been processed for shipping. Please note a 10% restocking and payment processing fee will be charged for all orders that are canceled. Shipping charges will not be refunded once an order is placed. This charge is used to cover our fees incurred by processing electronic payments.

Due to the handmade, fresh nature of our products, we cannot accept returns or exchanges. This policy ensures the freshness and potency of our products. However, we want you to love your products as much as we do, so if you are unsatisfied in any way, please contact us as soon as possible and we will find an agreeable solution.

At Wake Foot Sanctuary we want guests to be happy with their purchase. We will gladly accept returns or exchanges as long as the item is in saleable condition and is returned or exchanged within 14 days of receipt. Restrictions apply to body care products and final sale items. Opened body care products cannot be returned and final sale items are not eligible for returns. If you have further concerns or questions about your return or exchange feel free to email us at info@wakespa.com.

Frequently Asked Questions

From the moment you arrive at Wake until the moment you leave, we will be serving and pampering you to ensure that your experience here is the best that we can offer. We have a full menu of hand-formulated soaks from which to choose. You will also be offered a warm lavender neck wrap while you are in the sanctuary and we have a menu of teas from which you can order an individual or shared pot–as well as other available goodies. You are welcome to soak with your eyes closed and float on waves of relaxing music, bring a book to read or your iPad or laptop to get a little quiet work done. You may also bring a best buddy or two with which to enjoy the experience.

We do not provide pedicures or do any exfoliating or nail care at Wake. We are a Foot Sanctuary with the emphasis on Sanctuary. The experience that you will have with us is one of relaxation and general pampering. However, you can add on a relaxing and restorative massage.

The soak is our basic medium. You can experience a soak without a massage or a soak with massage(s).  We do not offer any stand-alone massages.

While reservations are not required they are highly recommended, especially during peak times like afternoons and weekends. Our staff is always happy to accommodate services for walk-in guests if we have openings for available appointments.

We highly recommend booking in for massage services with your soak service if you are thinking about including massage. Keep in mind there is a 24-hour downgrade/cancellation policy for all services. If soak only services are booked, guests are always welcome to inquire if massage is available at the time of service. We will always do our best to accommodate upgrades but we do not guarantee the availability of massage without prior booking.

We ask that you arrive 10-15 minutes ahead of your scheduled appointment to fill out paperwork, pick out soaks, use the restroom, and change clothing if needed. The á la carte services are 45 minutes long (packages are longer).  Plan to be here for about an hour.

During the weekends and busy season, downtown Asheville can be incredibly busy. We always recommend guests give themselves extra time to park downtown. Depending on the day, the time of day, and the season parking can be tricky.

 

There are several options for parking near the Grove Arcade (where Wake resides.) There are metered parking spaces around the building and depending on the day, the time of day, and the season, sometimes it takes a few circles around the block to find an open space for your car. On the busiest days, this could take up to 15 or 20 minutes depending on the traffic. Be alert and safety conscious. There are many pedestrians, bicyclists, skateboarders, and motorized-wheelchair drivers with whom to share the city streets.

 

Here are some meter tips: (1) Make sure to hit the button for your parking space BEFORE putting money in. (2) Meters only allow up to 2 hours. Continuing to feed the meter after 2 hours risks getting you a parking ticket. (3) All meters are free after 6pm and all day on Sundays. (4) Meters take change as well as credit cards via the PassportParking app.

 

There are also several parking garages near the Grove Arcade. Here are some parking garage tips: (1) There are three garages closest to us: Wall Street, Civic Center, Rankin garages. (2) These garages charge approximately $1.25 per hour and accept credit cards and cash. (3) They fill up quickly on busy days so plan accordingly!

Our Sanctuary is a communal room just beyond the velvet curtains with chairs for guests to sit in and luxuriate. Your copper bowl is brought to you with the soak of your choosing. You sit back, dip your feet in, and enjoy your soak and massage experience.  If you would like a bit more privacy we have privacy screens to help give you a bit more solace within the room.

Guests frequently enjoy services with friends and loved ones. It is common that they want to chat while they enjoy the experience together. We do ask that guests speak quietly so as not to disturb other guests but we do not require silence in the sanctuary.

We thank you for understanding that part of the Wake Foot Sanctuary experience is the atmosphere and the wonderful smells of our soak ingredients as well as the retail products available in the shop. When guests bring in leftovers from restaurants or other food items it can disrupt that smell and often linger around long after the food is gone. We do not allow outside food into the sanctuary. We do offer rotating selections of truffles from French Broad and shortbread cookies from Swoon Bakery for purchase to enjoy during services.

Yes, all of our massage therapists have current North Carolina massage licenses and follow the State-mandated continuing education requirements. These continuing education requirements keep them up-to-date with the latest information and techniques.

All of our licensed massage therapists have learned some reflexology in their massage training and these techniques are often incorporated into the massages that we offer at Wake–but our services center around relaxation. We do not provide reflexology or reflexology-focused services.

The seated posture of our guests in the sanctuary, as well as the positioning of our massage therapists, does not lend well to an overall deep pressure experience. However, our staff aims to please and can offer a deeper pressure for specific trouble areas – such as feet and shoulders. We also regularly train with massage tools that can be utilized for deeper pressure.

Soaking your feet helps to soothe muscles, hydrate and moisturize your skin, reduce swelling, relieve stress, and encourage relaxation. Combine a soak with one of our signature massages and the health benefits can increase to include improved posture, improved circulation, relaxed muscles, improved flexibility and range of motion, relief of headaches, strengthened immune system, and pain relief.

Tipping is discretionary for individual visits at Wake and is not included in service prices. The exception to this is for groups of 6 people or more, then 20% gratuity is added.

As a guide, resources like TripAdvisor and The International Spa Association advise 10-20% as a customary tip amount for spa services. In this case, services include both the soak and any added massage. Wake has employee tip envelopes at the front desk for cash tipping, or front desk staff are able to add a tip onto the tab before processing credit cards if you wish to add one.