FAQs
General
What is SOS?
On the whole, we are a wellness space for the modern being. A place that encourages rest and relaxation through our communal bathhouse and massage studio. We also have a retail space and our Scrub Station.
On the ground level is our bathhouse, which hosts a heated mineral pool, cold plunge, Finnish sauna and Hammam (aka steam room). Upstairs is our massage studio and relaxation lounge, where we offer both remedial, relaxation and pregnancy massages and various enhancements onto the massages for those who want a little more.
What are your opening hours?
Our reception is open:
Monday: 10.00am to 9.45pm
Tuesday to Sunday: 7:00am to 9:45pm
We keep our hours up-to-date on Google.
What’s your contact information?
You can give us a call on 03 9917 5412, or email us at bookings@sos-senseofself.com
If you are needing to get in touch to cancel or reschedule your booking then please contact us via email.
Our address is 30-32 Easey Street, Collingwood.
Do you have parking?
We wish! There is no designated parking at Sense Of Self, however there is free street parking in Collingwood and Fitzroy, metered parking on Smith St, and the ALDI/Wilson's Car Park just around the corner. We do recommend if you're driving to consider that looking for a spot might take a bit of time, so please factor this in when planning your travel.
How do I get there?
If you are wanting to catch public transport, you can take the number 86 tram to Keele St/Smith St. Then head down Easey street and look out for us. If you are driving/walking/riding then you can find us on Google Maps.
Our address is 30-32 Easey Street, Collingwood.
What is your code of conduct?
Just like how we have a no BS approach to wellness, we also have a no BS policy when it comes to discrimination against any one or any body. We are an inclusive space and we respect all bodies, shapes, sizes, colours, gender expressions, and abilities. So showing up for an appointment here, we take it means you have agreed to respecting all bodies and the people in them. Any patron or employee found to be impinging this requirement either verbally or physically, will be asked to vacate the premises immediately.
To this effect, all visitors and staff must respect people's pronouns and never presume an individual's gender. It goes without saying that we do not touch anyone without their express permission. All staff and clients are governed by these terms at Sense of Self.
We have a zero-tolerance policy for any funny business. If you are caught engaging in any acts of a sexual nature whilst at SOS, you will be escorted out immediately and it will be considered a strict ban from entering our premiss again.
Can children attend SOS?
Kids must be 12 years of age or over to use the bathhouse or massage studio. Any minor (under the age of 18) must be accompanied by a guardian at all times either in the bathhouse or in the massage studio. All guardians are required to pay for the treatment or service selected and are responsible for children in their care at all times. If the child is receiving a massage treatment, we require prior notice to their attendance and written formal consent by the guardian when booking. We reserve the right to deny treatment, unless this has been previously communicated to us. If you are 18 years of age, you are free to enter solo.
Can I work with SOS?
Yes, we are always looking for new amazing people to join our team! We have rolling applications open for the massage team or floor staff, which means you can apply anytime and when we are hiring we go ahead and contact people.
Check out the link for more info and we’d love to hear from you!
What is your shipping and returns policy?
Check out the link for more info https://sos-senseofself.com/shipping-returns
Accessibility
Are the facilities accessible?
The bathhouse, downstairs massage room and courtyard areas have been purpose-built on the ground floor and designed with accessibility in mind. This includes the installation of a pool hoist, an accessible bathroom, extra circulation space, and provision for a chair in the sauna and steam room.
In terms of specifics; our pool is half in-ground and half-out of ground to give optionality. We have both a Pelican pool hoist (the company notes the weight limit at 150kg), and space to get a chair to the pool edge. The pool edge is 54cm, and the top of the pool edge/the coping is 53cm. We also have an aquatic wheelchair that is safe to use in the sauna and steam room, as the metal on standard chairs gets very hot.
The cold plunge is inaccessible unfortunately because we weren't able to build it in-ground, however, we have a rain shower (hot or cold) between the hot pool and the sauna, which is great for refreshing between hot activities.
Our massage studio is accessble via stairs (no lift sorry) but we do have a massage room on the ground floor too, so please reach out if you would like to be downstairs.
The Sense Of Self team are customer service staff, so while they are exceptional at making sure guests have a great experience, they are not trained in manual handling or specialised care and as such they are not equipped to be operating and facilitating movement in and out of the pool using the Pelican pool hoist. What our team are able to do is ensure that the above mentioned accessibility equipment is available, serviced, and operational for guests to use with the help of their own qualified companion. Qualified companions get free access to the bathhouse and we encourage anyone requiring assistance in the facility to reach out to us directly (hello@sos-senseofself.com) so we can ensure you and your companion have all of the information they need to have a smooth experience.
Can I bring my companion?
Yes, you can! Companions get free access. If you are confident in navigating the space solo and don't require specific assistance you are more than welcome to come on your own. If you would like to book in for accessible bathing or massage please email us at bookings@sos-senseofself.com. The reason we’d like to hear from you is so we can ensure the facility is staffed with the right people to give an exceptional experience.
Bookings
Do you take walk-ins?
No, the bathhouse requires booking in advance.
How do I make a booking for the bathhouse?
The easiest and fastest way is to do it via our online booking system. You can book up to 3 (the maximum group size in the bathhouse- see below as to why) people online at a time by simply updating the quantity accordingly.
You can also add robe and towel hire ($15) if you’d like to, or you can bring your own. If you forget to bring your own, then you can always hire a robe and towel on arrival.
How do I book with a gift voucher?
If you have a gift voucher and would like to make a booking, please book through our online system or put in a booking request.
If you are submitting a booking request form then please include your voucher code so the team can apply it to your booking.
If you want to use multiple voucher codes on one booking then please send us an email with your voucher codes to bookings@sos-senseofself.com and the team will do it manually for you.
How can I make a group booking?
In the bathhouse, we strictly cap group bookings to 3 in any one 2hr period. The reason we restrict the group size to 3 is for the enjoyment of everyone in the space- we have found that groups larger than this impacts the experience of other people there. If you want to book for more people in the bathhouse, private event might be the thing for you. See below for more information about this.
Our group bookings for massage is limited to 4, please fill out the booking request form and the bookings team will get back to you. Our group bookings are our most popular so it is best to book in advance.
Do you take deposits?
No, for bathhouse and massage package bookings, we ask for upfront payment when booking in.
Which concession cards to you take?
We only take a valid government Healthcare cards for bathing only.
How can I reschedule my booking?
You can reschedule your appointment anytime up to 24 hrs before your appointment start time. To reschedule please email bookings@sos-senseofself.com
How do I cancel my booking?
You can cancel your booking anytime up to 24 hrs before the start time of your booking by selecting 'manage your order' at the top of your confirmation and reminder email and then clicking the cancel button.
If you miss the cancellation period (see cancellation policy below) then please send us an email to let us know via bookings@sos-senseofself.com, or just reply to your confirmation email. We will send you an email booking reminder 72 hrs before your appointment so you can’t miss the cancellation window.
What is your cancellation/reschedule policy?
All the details on our cancellation/reschedule policy and upfront payments can be seen here .
Do you provide refunds or credit for cancelled appointments?
If you cancel your booking within 24 hrs and have paid for your booking we will provide a refund to the card used to make the bookings. If you have a voucher when your booking is cancelled it will automatically be reinstated (unless expired) and you can rebook again when you are ready. We do not convert any monies paid to a credit/voucher for another time
Vouchers
What’s the difference between digital cards and physical cards?
Not a great deal! They are a great option if you are meeting the person in real life or want to post it off yourself! However, the PDF gift card is also an easy option, especially to email to someone on the day you would like them to receive it.
What’s the difference between a dollar-value voucher and a Multi-pass?
Dollar-value vouchers are the perfect gift; they maximise user flexibility by being applicable to all service types and in-store retail and are valid for three years, so plenty of time to redeem them. Our passes are designed for individual use rather than gifting as they are assigned to the purchaser's account upon purchase. These are not able to be shared with others. Due to the nature of Multi-passes, they are restricted to the service type and days allocated at the time of purchase which means that they are more strict in their terms of use. Weekday passes are not able to be used on Public Holidays. Passes must be redeemed within 12 months upon purchase, so we recommend purchasing a dollar-value voucher if it is intended for someone else.
How do I purchase a gift voucher online?
Head to the gift section , select your desired amount, either schedule send to the recipient or input your own details and we will send you a purchase confirmation email, as well as the voucher email with a PDF attached. The voucher will not have your name on it, just the code which you can print or email.
Can I send my dollar-value voucher to the giftee?
Yes! When purchasing in-store, you will address the voucher to the giftee, but the voucher will be purchased under the gifter’s details to ensure we don’t ruin the surprise for the lucky someone when the email receipt is processed. Once you have gifted them the physical copy, we always recommend forwarding the email gift voucher you received, so that they have that to hand should they lose the physical copy over the 3-year redemption period.
When purchasing online, you have the option of either sending the voucher to yourself (by populating your details) or sending it to the giftee upon purchase. If you would prefer to delay sending a gift voucher to the giftee, please populate your details when purchasing and then forward the attached PDF when you are ready. Otherwise you can choose to schedule send at checkout, but please ensure you double check the giftee's email address as typo's can spoil a surprise!
How long are the dollar value vouchers valid for?
Our dollar-value vouchers are valid for 3 years, and they must be redeemed during this time. Unfortunately, we are unable to extend gift vouchers under any circumstances and we cannot ensure the immediate availability of specific services. If you have your heart set on a specific service, then please ensure you allow plenty of time to plan your visit to avoid disappointment. If you need some assistance finding a booking, our customer service team are always on hand so please reach out on bookings@sos-senseofself.com.
How long are Multi-passes valid for?
Our passes are valid for 12 months and all services must be redeemed within this time.
What can I use a dollar-value voucher for?
Our dollar value vouchers can be used across all Sense Of Self services along with our retail space in-store. Our vouchers work a bit like a credit - you can use the code as many times as you need until the value is used up within the 3-year validity period.
Service-specific vouchers (and multi-passes) are less flexible and cannot be changed post-purchase. They must be redeemed against the service that has been selected including any restrictions such as days they have been allocated, for example, weekday or weekend bath passes. These vouchers can not be converted to dollar value or used on other items such as retail or massage.
Can I use my dollar-value voucher more than once?
Yes! You can use it until you run out of credit. You can check how much credit you have left by using the Voucher Search function on our bookings website.
Can I get a refund for my voucher?
Due to the nature of gift vouchers and the gift giving, vouchers and multi-passes are non-refundable.
How can I get a physical voucher?
You can purchase a physical voucher at our reception in-store, anytime during business hours. If you have purchased a voucher online and wish to make it a physical one you can also stop by reception within opening hours and we’ll write one out for you, please just bring along your order number for us to locate your code.
Unfortunately, we are not set up to be able to send vouchers by post but you are welcome to post this yourself upon purchasing in-store.
Can I organise a custom amount for a gift voucher?
We are unable to offer custom value vouchers but our vouchers come in $25 increments starting at $50 and can be used across all Sense of Self services and in-store retail. Our dollar-value vouchers are designed to give maximum flexibility to the person receiving the gift to choose how they spend their Sense of Self dollars. Our vouchers are also valid for 3 years, which means there is plenty of time for them to be redeemed.
Can I buy another voucher or a multi-pass with a dollar-value voucher?
Dollar-value voucher credits cannot be used to purchase other vouchers or multi-passes and they must be redeemed on services or retail.
Can I buy bulk purchases for my workplace?
You most certainly can! If you are looking to buy multiple vouchers please get in touch with us via workplace wellness form and we will get in touch with you.