No surprises
What actually happens at a Groom and Fluff appointment
From booking to pickup — step by step. We wrote this for owners whose dogs have had difficult experiences at groomers before, and for anyone who just wants to know what they're signing up for.
You book by phone or email
We don't use an online booking system. Every appointment is confirmed by phone or email so we can ask a few questions before you arrive: your pet's breed, approximate weight, coat condition, and — most importantly — their history with groomers.
If your dog has been nervous, reactive or had a bad experience before, we want to know. It affects how we set up the session and how much time we allocate.
We confirm your slot, give you a rough price range, and let you know what to bring (or not bring — most things aren't necessary).
Arrival and handover
You arrive at the salon at your appointment time. There's no waiting room and no other animals in the space — we see 2–3 animals per day, not 10.
We spend a few minutes with you and your pet before you leave. Your dog or cat can smell the space, meet the groomer, settle down a little. There's no rush to get going immediately.
We go through the agreed service, confirm the cut style if it's a full groom, and check for anything we need to be aware of — lumps, sore spots, skin conditions.
The session — one animal, one groomer
Your pet is with one groomer for the entire session. They're not put in a kennel between steps. They're not left waiting while someone else is worked on.
The pace depends on the animal. An anxious dog takes longer — that's fine. We work at their pace, take breaks when needed, and don't push through if they're getting distressed. We'd rather do less and have the dog leave calm than do everything and have them dread the next visit.
For the full groom: bath first, then blow-dry, then cut. For bath-only: bath and blow-dry. For add-ons: those happen at the end of the main service.
We contact you when they're ready
We call or send a message when the session is done. Most full grooms take 2–3 hours depending on breed and coat. Baths are shorter. Nail trims are 15–20 minutes.
We don't give a precise end time when you drop off because we don't rush. If your dog needs more time, they get more time. We'll let you know if it's running significantly longer than expected.
Pickup and debrief
When you come to collect, we walk you through what we did and how the session went. If your dog was nervous at any point, we'll tell you what helped and what to keep in mind.
We'll also give you coat-care notes: how often to brush, what shampoo works well, when to book the next visit. For breeds that need regular maintenance (poodles, doodles, bichons), we can set up a regular slot.
Payment is on pickup. We accept card and cash.
Cancellations
We ask for 24 hours notice if you need to cancel or reschedule. We keep a small number of appointments per day, so a late cancellation affects us more than it would a larger salon. If something urgent comes up, just let us know — we're reasonable.
Cancellations with less than 24 hours notice may be subject to a cancellation fee. See our Terms and Conditions for details.
Common questions
Things people usually ask before booking
Can I stay while my pet is being groomed?
We ask owners to drop off and come back. Most dogs and cats actually behave better without their owner in the room — the separation anxiety is usually worse when the owner is visible. It's counterintuitive but consistent.
My dog has never been groomed before. Is that a problem?
Not at all. We have a specific first-groom session for puppies, and we're used to first-timers of all ages. We'll go slowly, not push anything they're not ready for, and focus on making it a neutral or positive experience rather than a complete groom.
Do you groom all breeds?
Yes. We're experienced with both smooth-coated and long-coated breeds, double coats, curly coats and wire coats. Breed-specific cuts — poodle, schnauzer, Westie, spaniel, etc. — are part of our regular work. If you have an unusual breed, just let us know when you book.
What if my dog's coat is matted?
We'll assess the matting when you arrive and tell you what's possible. Light matting can usually be worked through. Heavy matting close to the skin often means the kindest option is to clip it short and start fresh — trying to brush out severe mats is painful for the dog. We'll always explain our recommendation before doing anything.
Ready to book an appointment?
By phone, email, or the contact form — we'll get back to you within 24 hours.