Frequently Asked Questions

ABOUT MASAJ

  • Our original location, MASAJ Shoreditch can be found at 10 Charlotte Road, EC2A 3DH - right in the heart of east London.

    Our second location, MASAJ Marylebone can be found at 34a Paddington Street, W1U 4HG - just off Marylebone High Street.

    From July 2023 we will be operating a residency at big.Beauty in Hackney, bringing our special brand of bodywork to Victoria Park Village.

  • Our Shoreditch and Marylebone Studios are open for treatments from 8.00am - 9.30pm, seven days per week.

    You can get in touch with the MASAJ team via email or phone - our hello@masaj.me inbox is monitored from 7.30am - 9.00pm seven days per week, so this is a great option to use if your enquiry is non-urgent.

    If your enquiry is urgent, or you’d prefer to speak to someone on the phone - you can call our team on 0204 511 3384 - this is the best way to get in touch if you’d like to book a last-minute treatment, or to let us know if you’re running late for your appointment.

  • We’re open as usual, right up to and including the 24/12/23, when our seasonal opening hours kick in:

    Christmas Eve - 11.00am - 6.00pm
    Christmas Day -     Closed
    Boxing Day -     Closed
    27/12/23 -     Closed
    28/12/23 -     Closed

    Our Studios reopen with our usual hours of 8.00am - 9.30pm from 29th December, and will remain open for these full hours right through the New Year and into 2024.

  • We often have availability for last-minute appointments due to cancellations - if you’d like to book in for a treatment at short notice you can call our team on 0204 511 3384. We also advertise our daily availability including any cancellations / last-minute appointments on our Instagram Stories - follow along to be the first to see our up-to-date availability.

  • Payment for your treatment can be made online when you book through our secure booking partner Fresha (simply click MENU above) or in person before or after your treatment. We accept all major credit and debit cards, including American Express, but please note, we cannot accept payments in cash.

    If you would like to leave a tip for your therapist, you can do this on checkout or in a follow-up email after your treatment, Fresha will provide you with a link to tip your therapist.

    You can also pay for treatments with a MASAJ voucher, please email us directly, having looked at our online availability, to schedule in your appointment and redeem it. Please note, our vouchers are sold as single treatments, you cannot split up your voucher for multiple sessions.

  • You lucky thing! If you’ve been given a MASAJ voucher as a gift, you’ll need to get in touch with us directly to book in and redeem your voucher - to do this please email hello@masaj.me - and let us know which treatment you’d like, whether you have a preference of therapist, and when you’d like to book in for, and we’ll get in touch to confirm your booking!

    Please note, our vouchers are sold as single treatments, you cannot split up your voucher for multiple sessions.

    Please note, as per our Terms and Conditions, our vouchers are valid for 6 months. If you are unsure when your voucher expires, just give us a call or an email at hello@masaj.me.

  • Absolutely - and we offer discounts when you purchase multiple massages in advance. You can find our generic packages on our Fresha page, when you click through to book.

    Alternatively, if you’re interested in buying a course of treatments with your favourite therapist or as a gift for your favourite human, we’re always happy to build a bespoke package of treatments to suit your needs. Contact our team via hello@masaj.me and we’ll get in touch to discuss the various options available.

  • Yes! When you make your booking through our website, you have the option to select a specific therapist. You can find out more about their strengths and specialities on our Team page and, if you’d like any further information about a particular therapist’s style, you can get in touch at hello@masaj.me

    If you are booking with a voucher, make sure when you contact hello@masaj.me, to discuss who your therapist will be on the day - both so you know what to expect and that you are happy with who is treating you. 

  • Yes. All are qualified via bodies that meet the National Occupational Standards and are members of the Federation of Holistic Therapies or a similar (widely respected) representative body, we expect all our therapists to be represented by only leading professional associations in the UK. We also ensure all our therapists are covered on our insurance policy, as well as having their own policies with respected industry insurers.

  • It depends on how far along in your pregnancy you are. If you are in the first trimester (up to 12 weeks), we aren't insured to massage you. If you are in your second or third trimester, massage is highly recommended to aid the aches and pains of carrying a baby. Once you’re into your second trimester, you can book in for a pre-natal treatment (No.5 on our Treatment Menu) with one of our experienced pregnancy massage specialists - at the moment, these are Magda, Diana, Nicole and Darek.

  • It is important you communicate this prior to your treatment as we’ll make the decision on a case-by-case basis. Please contact hello@masaj.me once you've spoken to your doctor and/or physiotherapist about the ongoing medical issue or injury. Prior to your treatment, your therapist will undertake a thorough consultation where you can discuss any injuries/conditions in detail.

  • We recommend that all clients under the age of 16 years old are accompanied by a parent of guardian. We require written consent of a parent or guardian before accepting any unaccompanied minor, and we reserve the right to cancel any appointment if we believe it is inappropriate for any reason, including the behaviour of a minor, for us to provide a treatment. Please note if you are booking for a minor, we need you to contact us at least 48 hours in advance, so we can get the permission of the therapist working ahead of the booking time.

  • We’ve made efforts to create sites which are comfortable for our community of clients - including designing the space to include extra wide corridors and doorways.

    Our massage tables are extra-wide and extra soft, to ensure comfort for a range of different body shapes, and can accommodate a weight of up to 600lb (43 stone).

    Please see the FAQ sections of each Studio for site-specific accessibility information, as this varies from location to location.

    If you have mobility considerations and would like to check whether the MASAJ Studios can accommodate your needs, please don’t hesitate to get in touch with our team via hello@masaj.me

  • We're always on the lookout for talented and passionate people to join the MASAJ family. If you're interested in finding out more, follow this link to discover our current openings and how to apply. Or send your CV and a short note on why you think you'd be a good fit to hello@masaj.me.

VOUCHERS

  • You lucky thing! If you’ve been given a MASAJ voucher as a gift, you’ll need to get in touch with us directly to book in and redeem your voucher - to do this please email hello@masaj.me - and let us know which treatment you’d like, whether you have a preference of therapist, and when you’d like to book in for, and we’ll get in touch to confirm your booking!

    Please note, our vouchers are sold as single treatments, you cannot split up your voucher for multiple sessions.

    Please note, as per our Terms and Conditions, our vouchers are valid for 6 months. If you are unsure when your voucher expires, just give us a call or an email at hello@masaj.me.

  • You can purchase MASAJ Vouchers of different varieties on our website here or at our Studios. You can choose to add a hand-written gift card or products to your order, or email us at hello@masaj.me to receive a digital version of your voucher instead of a hard-copy, if you’re in a rush. Voucher orders are usually shipped several times per week from Monday-Friday and are posted First Class, and so can usually be expected to arrive within a few working days.

  • All MASAJ Vouchers are valid for 6 months from the date that it’s shipped - there will be an expiry date attached to your Voucher. If you misplace the Voucher, or are unsure of the expiry date, please get in touch with our team at hello@masaj.me

  • Absolutely! Simply let us know the value of your Voucher and which treatment you’d like to book in for, then you can top up and pay the extra by card at your appointment.

  • On the rare occasion that a Voucher gets lost in the post, or doesn’t arrive in time, please get in touch with our team via hello@masaj.me and we’ll happily ship you a new Voucher, or create an e-voucher which you can receive via email, usually same-day, if you let us know during our working hours, Monday-Friday.

  • If you’re in a hurry, don’t panic! If you live locally, you can pop in to our Studios to collect a Voucher, or alternatively, get in touch with our team at hello@masaj.me and we’ll talk you through our e-voucher process, where you can receive a digital voucher via email, usually on the same day, if your request reaches us during our usual working hours, Monday-Friday.

BEFORE YOUR TREATMENT

  • We hope you’ll understand, being a small business means that we have to adhere to a pretty stringent cancellation policy.

    If you cancel or 48 hours in advance or more, then we will refund you in full, or give you the opportunity to reschedule your appointment free of charge.

    If you cancel or reschedule with less than 48 hours notice, we are unable to refund the full cost of your booking, and you will automatically be charged 50% of the booking value by our booking partner Fresha.

    We know that things out of your control can occur, so please email us at hello@masaj.me as soon as possible to discuss. If you are able to fill the appointment slot (e.g. have a friend or family member book in your place) we will also refund you up to the value of this newly booked appointment.

    Last but not least, if you cancel with less than 1 hour’s notice, don’t show up or give us warning you aren’t attending the appointment, we will charge 100% for missing the appointment.

  • Especially during the winter months when colds are common, it’s always much better to reschedule your appointment as soon as you start to experience the symptoms of a cold/flu. If you are ill, you can contact our team to reschedule your appointment for a later date - the more notice you give us the better.

    Last minute cancellations for any reason make it harder for us to fill your vacant appointment, and we may not be able to refund your booking in full.

    We reserve the right to refuse to treat clients who we feel may be too unwell to receive a massage, for the safety of both client and therapist. If you have any questions on this policy, please contact our team via hello@masaj.me

    We are taking extra precautions to avoid the potential transmission of infections. All clients will be asked to wear a mask during their treatment and answer a specialist consultation form in advance of their treatment commencing. If you are experiencing any of the symptoms associated with COVID19, please stay at home and follow NHS advice, which can be viewed here.

  • Providing there is space to extend your booking, we will always try to accommodate this. We believe the longer the therapists have to work on your muscles, the more magic we can do. Adjusting your treatment is simple, just call us to ask if there is space or ask your therapist at the beginning of your session. If you want to swap your treatment to Sports or Pregnancy massage, please give the studio a call or email at least 48 hours in advance as we may have to switch your therapist, and this takes planning.

  • The best thing you can do is arrive at least 10-15 minutes early, so you are relaxed and calm as you head into your session. We also highly recommend you aren’t under the influence of anything. For the moment we’re unable to offer refreshments before or after your treatment, so we highly recommend bringing a refillable bottle of water with you to your appointment.

  • That depends on a range of varying factors, so we ensure you fill out our comprehensive consultation form and have a thorough chat with your therapist before you get on the MASAJ table. If you are unsure what to go for, book in for the Deep Tissue (which is the same rate as our other treatments) and have a chat with your therapist prior to your session.

  • You can indeed! Simply book at the same time — there are two options here. If you are looking to have a treatment at the same time in the same room as someone, book the ‘Pair’ treatment on our menu. If you are looking to have a treatment at the same time, but in different rooms, book the Duo treatment, which you can also find on our menu.

    If you’re having trouble, email us on hello@masaj.me and the team will let you know our availability. Please note that all 120 minute PAIR Treatments must be booked via email.

    We’re unable to offer PAIR or Duo treatments at our big.Beauty residency.

  • We do not have a dedicated space for bikes or scooters on site unfortunately, so we ask that you please lock up your bike nearby before your appointment.

    If you are travelling to us by car, you can pay to park in a visitor parking bay at a pay machine or using the Ringgo app.

DURING YOUR TREATMENT

  • When you arrive for your treatment at the Wait Space, simply settle in and wait for your therapist to come and collect you. Please help yourself to hand sanitiser. Please note, sound really travels in our beloved massage studio, so try to keep your voice hushed and enjoy the serenity of our sanctuary.

    Your therapist will collect you from the Wait Space and show you through to the massage studio, where they will take your temperature at the door with our no-contact thermometer to ensure you’re not running a fever. Once you settle in, your therapist will use an iPad to run through your consultation form and a waiver with questions about your general health and any issues they should be aware of. They will then run through your answers and anything else you’d like to discuss in advance of your treatment.

    You’ll be left in privacy to undress, wash your hands at the sink, and make yourself comfortable on the massage table, before your bodywork begins. The therapist will help you relax with some deep breathing exercises, but please do let them know if you feel too hot or cold, the pressure is too hard or light, or if you’re uncomfortable in any way.

    All that’s left for you to do is relax and enjoy. At the end of your treatment, you’ll be left to change, wash your hands again, then offered some aftercare advice and perhaps some stretches or exercises to practice at home.

  • The health, safety and comfort of our clients and our team have always been of the utmost importance at MASAJ, and we have put a number of processes in place to prioritise this. please don’t hesitate to get in touch with our team if you have any questions at all.

  • We blend our own massage oils using sustainably sourced essential and carrier oils, with which we’ve developed five signature scents that you can choose from at the start of your treatment depending on your mood and the type of massage you’d like.

    You’ll also have the option to choose an unscented, plain oil or wax if you’d prefer.

AFTER YOUR TREATMENT

  • Deep Tissue treatments can occasionally leave your muscles feeling slightly achy or fatigued, since it penetrates the uppermost layers. On rare occasions you may even be a little bruised which is generally nothing to worry about, but if the problem persists after 48 hours please don't hesitate to give us a call. Other and more common side effects will include deep inner peace, feeling taller and sleeping deeply.

    We highly recommend take an Epsom Salt bath post massage, as well as taking it mega easy and getting an early night. You can also talk to your therapist on the day about other things you can do to extend the benefits of a treatment at MASAJ.

  • There is no such thing as too much massage! For context, in Ayurvedic culture, a daily massage is encouraged.

    Most commonly we recommend a monthly massage as a body MOT, but we highly encourage a weekly or fortnightly session if you can, or if there is an on-going issue.

    As with most things, we like to assess what guests need on a case-by-case basis, so if you want some advice give us a call or an email.

  • We always love to hear your feedback, so please do get in touch with the team by emailing us at hello@masaj.me

  • Yes. Detailed invoices can be requested via email and will be generated in 3-5 business days.

COMMON WORRIES

  • We follow your lead. You must do whatever comes naturally or feels right to you. If you want to chat, go right ahead. If you'd rather zone out, we totally understand that too.

  • Prior to your treatment your Therapist will give you detailed instructions on how they would like you to get ready. Most massage treatments are performed with clients un-dressed down to their lower underwear (pants/knickers). Occasionally to get to harder to reach areas like the glutes and hips, in consultation with your Therapist, you may agree that it makes sense to have your treatment without any clothes on or to move your underwear during the treatment. The most important thing is that both you and your Therapist feel safe and comfortable so we'll never ask you to prepare yourself in any way that doesn't feel right, and equally ask that you respect your Therapist's professional guidance and decisions when it comes to your level of undress.

  • Absolutely not, but it's definitely helpful for the therapist to know as there are areas in the abdomen and lower back that can be affected by your cycle.

  • It’s totally normal for the power of touch to have this effect, and it’s nothing to worry about at all - however please do communicate with your therapist and let them know. We always prefer communication rather than not discussing it.

    Please also note that all services provided at MASAJ are entirely therapeutic and non-sexual, and any inappropriate requests will not be tolerated by your practitioner or MASAJ.

  • It doesn’t matter AT ALL! Come as you are.

  • Of course, this is totally fine and very normal! Your massage is completely tailored to you, and as part of your initial consultation, your therapist will ask if there are any areas that you’d prefer not to be massaged.

  • Got a question that we haven’t answered? Pop our team an email via hello@masaj.me and we’ll be happy to chat things through.