FAQs
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First Visit to Our Store
What makes Essential Chinese Massage different from other massage places?
At Essential Chinese Massage, we combine the best of modern massage techniques with the timeless wisdom of Traditional Chinese Massage (TCM).
We have redefined what Deep Tissue Massage, Remedial Massage, and Relaxation Massage can be — moving beyond standard protocols to create personalized, effective, and deeply therapeutic experiences.
Here’s what sets us apart:
🌿 Integration of Modern & Traditional Wisdom
Our therapists are trained in both modern anatomy-based techniques and Traditional Chinese approaches such as acupoint therapy, meridian balancing, and energy flow enhancement. This allows us to address not just the muscles, but also the underlying energetic and systemic imbalances.
🌿 Redefining Massage Categories
Deep Tissue Massage is no longer just about strong pressure; we combine precise myofascial release with targeted acupoint work for true muscle release and nervous system reset.
Remedial Massage at our center is both clinically effective and holistically supportive — treating pain while restoring functional movement and overall wellbeing.
Relaxation Massage here is not simply “light touch”; it’s an immersive experience that calms the nervous system and nourishes both body and mind, often incorporating rhythmic Traditional Chinese techniques.
🌿 Highly Skilled & Diverse Therapist Team
Our team includes therapists with 5–10+ years of experience, blending diverse backgrounds to offer both results-driven treatments and deeply caring experiences.
🌿 Tailored Experience
Every session is fully personalized. We listen carefully to your needs and goals, and your therapist adapts the approach accordingly — whether you need therapeutic results, deep relaxation, or a combination of both.
🌿 Holistic Customer Care
We value education and empowerment — after your massage, our therapists often provide simple tips to help you maintain results and prevent future discomfort.
🌿 Calm & Authentic Space
Our studio is designed to reflect the essence of Zen & Traditional Chinese aesthetics — warm, grounding, and free from commercial spa distractions. We believe that a supportive space enhances healing.
In short, at Essential Chinese Massage, you will not receive a “cookie-cutter” massage. You will experience a thoughtfully crafted session that honors both ancient wisdom and modern science — designed to help you truly feel and function better.
Are your therapists certified?
Yes. Most of our therapists are Certified Remedial Massage Therapists, and you can view each therapist’s qualification in our online booking system.
How do I choose a therapist?
You can refer to our Our Team page or Booking system, where you can view each therapist’s style and specialty.
If you are looking for a result-oriented treatment (pain relief, chronic condition management, deep tissue work), we recommend:
Krystal
Tony
Zoe
If you value a soothing and relaxing massage experience throughout the session, we recommend:
Tony
Linda
Candice
Paola
You are always welcome to try different therapists to find the best fit for your personal needs and preferences.
What should I expect on my first visit to your store?
Please arrive 5-10 minutes early
We will ask about your needs and any areas of concern
You will receive a tailored massage session based on your preferences
After the massage, your therapist may provide advice for aftercare or preventative tips if needed
Do you have a loyalty or membership program?
Yes. We offer a flexible points-based loyalty system. You will automatically earn points with each booking and can redeem them for discounts or special offers.
Please ask our staff for details.
Easy way to reach us
Visit us in-store – We’re always happy to help in person.
Send us an email – Just click on “Contact Us” in the main menu of our website.
For urgent matters – Please send a text message or voicemail to our manager Zoe at 0449 618 585.
Kindly note: We do not answer phone calls due to the high number of scam calls recently.
First Time Massage
Do I need to prepare anything before my first massage?
No special preparation is needed. Simply wear comfortable clothing.
We recommend arriving 5-10 minutes early for a short consultation to discuss your needs and body condition.
Do I need to undress for the massage?
This depends on the type of massage you choose.
For full-body massages (e.g. deep tissue, relaxation), you may be asked to undress to your comfort level. Disposable underwear and proper draping will be provided to ensure privacy and comfort.
If you prefer to remain clothed, options such as foot, head, and hand massages are also available.
Can I talk to the therapist during the massage?
Absolutely. You are welcome to communicate with your therapist during the session about pressure, areas of focus, or any discomfort.
If you prefer a quiet session to relax, that is perfectly fine as well—our therapists respect your preferences.
Will the massage be painful?
This varies depending on the technique used and individual sensitivity.
Relaxation massage should not be painful. Deep tissue or remedial massage may involve some pressure or discomfort in tight areas, which is normal.
Please communicate with your therapist to ensure the pressure is comfortable for you.
How will I feel after the massage?
You will usually feel relaxed and loosened up.
Some mild soreness within 1-2 days is normal as part of the body’s recovery process.
We recommend drinking plenty of water and avoiding strenuous activity on the same day.
Which massage should I choose for my first session?
If you are seeking overall relaxation, a full-body relaxation massage is a great choice.
If you have specific pain or problem areas, we recommend remedial massage or deep tissue massage.
If you are unsure, please feel free to consult our front desk or online support. We will recommend the best option for you.
What should I keep in mind during the massage?
Maintain open communication with your therapist
Inform your therapist immediately if you feel any discomfort
Relax your mind, focus on your breathing, and enjoy the massage experience
Easy way to reach us
Visit us in-store – We’re always happy to help in person.
Send us an email – Just click on “Contact Us” in the main menu of our website.
For urgent matters – Please send a text message or voicemail to our manager Zoe at 0449 618 585.
Kindly note: We do not answer phone calls due to the high number of scam calls recently.
Booking & Appointment
How can I book an appointment?
You can easily book online through our [Booking Page], call us directly, or visit our shop in person. We recommend online booking to secure your preferred time.
How far in advance should I book?
To ensure your preferred time and therapist, we recommend booking at least 1–2 days in advance. Same-day appointments may be available depending on availability.
Can I reschedule or cancel my appointment?
Running Late & Appointment Management
We understand that life can get busy. If you’re running late, just let us know as soon as you can—we’ll do our best to accommodate you. Please note that your session may be shortened to ensure the next guest’s appointment starts on time.
To cancel or reschedule, simply log in to our website using the email you booked with, go to “My Account”, and click “Manage Your Appointment”.
Changes must be made at least 6 hours in advance. Late cancellations or missed appointments may result in a fee or affect your booking privileges.
Can I see my appointment history?
Yes, you can! After logging in, go to the “My Account” section in the main menu.
Under that, click on the submenu “Manage My Appointment”, and you’ll be able to view all your past and upcoming online bookings.
How do I know which massage is right for me?
Our website provides recommendations for different needs and lifestyles. If you are unsure, our experienced therapists will be happy to advise you based on your condition and goals.
Easy way to reach us
Visit us in-store – We’re always happy to help in person.
Send us an email – Just click on “Contact Us” in the main menu of our website.
For urgent matters – Please send a text message or voicemail to our manager Zoe at 0449 618 585.
Kindly note: We do not answer phone calls due to the high number of scam calls recently.
Services & Therapists
What massage treatments do you offer?
We offer a wide range of massage services including Remedial Massage, Deep Tissue, Relaxation Massage, Foot Reflexology, Pregnancy Massage, and more. Each treatment is tailored to meet your individual needs. Please visit our [Services Page] for more details.
Are your therapists qualified?
The majority of our therapists hold formal qualifications and bring years of professional experience. Some therapists also have extensive practical training and expertise.
You can see which therapists hold formal qualifications when selecting your therapist during the online booking process. We carefully select and train all team members to ensure high standards of service and care.
Is Chinese massage suitable for everyone?
In general, Chinese therapeutic massage is safe for most people. However, if you have any serious medical conditions, are pregnant, or have special concerns, please inform us prior to your appointment so we can recommend the most suitable treatment.
What should I wear during the massage?
You are welcome to wear comfortable clothing to your appointment. For most massages, you will be asked to undress to your comfort level and will be appropriately draped with towels at all times.
Can I communicate my massage preferences (pressure level, focus area)?
Absolutely. We encourage open communication with your therapist regarding your preferences—such as the desired pressure level or specific areas of focus—so we can tailor your massage experience accordingly.
I noticed the massage strength is shown with dots on the service pages. What do the dots mean?
The dots indicate the recommended pressure range for each massage type — they serve as a general guide, not a fixed intensity.
● Light to medium
●● Medium to firm
●●● Firm to very firm
●●●● Stronger therapeutic range
Our therapists always customise the actual pressure based on your personal needs and preferences. Please feel free to communicate your ideal comfort level during the session.
Do you offer pregnancy massage?
Yes. We offer pregnancy massage specifically designed to support relaxation and relieve discomfort during pregnancy. Please let us know in advance so we can make the necessary arrangements.
Can I request a specific therapist?
Yes, you may request a specific therapist when booking your appointment. We will do our best to accommodate your request, subject to availability.
Easy way to reach us
Visit us in-store – We’re always happy to help in person.
Send us an email – Just click on “Contact Us” in the main menu of our website.
For urgent matters – Please send a text message or voicemail to our manager Zoe at 0449 618 585.
Kindly note: We do not answer phone calls due to the high number of scam calls recently.
Health Insurance & Payments
Can I use my private health insurance?
Yes. We support on-the-spot claiming for all major Australian private health insurance funds via HICAPS. Both physical health insurance cards and digital cards are accepted. Please bring your card on the day of your appointment.
What if I forget to bring my health insurance card?
No worries. We will always prepare a complete itemised receipt and send it to your email so you can claim with your health fund manually.
How to Request a Receipt
If you need a receipt for your health insurance claim, please open our Contact Us page, select Receipt as the subject, and provide the following information in the message:
Your full name
Your private health insurance company
Massage duration
Massage date
Please note: Occasionally, some clients may not receive the receipt email due to spam filters. If you do not receive your receipt within 3 business days, you may send an SMS to 0449 618 585, and we will process it as soon as possible.
What payment methods do you accept?
We accept EFTPOS, Visa, Mastercard, and cash. Health insurance claims can be processed via HICAPS if eligible.
Can I get a tax invoice / receipt for health fund claiming?
Yes. All eligible treatments will be issued with a detailed receipt suitable for health fund claiming or personal records.
Easy way to reach us
Visit us in-store – We’re always happy to help in person.
Send us an email – Just click on “Contact Us” in the main menu of our website.
For urgent matters – Please send a text message or voicemail to our manager Zoe at 0449 618 585.
Kindly note: We do not answer phone calls due to the high number of scam calls recently.
Gift Voucher
Can I buy a gift voucher?
Yes. We offer beautifully presented physical gift vouchers that can be purchased in-store. They make a thoughtful gift for any occasion.
Can I use a gift voucher to book online?
Currently, gift vouchers can only be used in-store. Please bring your physical gift voucher with you when you visit.
How long is the gift voucher valid for?
Our gift vouchers are valid for 3 years from the date of purchase, in accordance with Australian consumer law.
Can I purchase a gift voucher online?
At this time, gift vouchers are available for purchase in-store only. We invite you to visit us to select and purchase your voucher.
Easy way to reach us
Visit us in-store – We’re always happy to help in person.
Send us an email – Just click on “Contact Us” in the main menu of our website.
For urgent matters – Please send a text message or voicemail to our manager Zoe at 0449 618 585.
Kindly note: We do not answer phone calls due to the high number of scam calls recently.
General
What should I do if I am feeling unwell on the day of my appointment?
If you are feeling unwell, we kindly ask that you contact us as soon as possible to reschedule your appointment. For the safety and comfort of all clients and staff, please do not attend if you are experiencing symptoms of illness.
Is there parking available?
Yes. You can park behind the Hoyts Norwood cinema. We provide 2 hours of free parking for our customers. Please ask our staff during your visit for parking validation if required.
How early should I arrive for my appointment?
We recommend arriving 5–10 minutes early to allow time to settle in and prepare for your session.
Is walk-in available?
We recommend booking in advance to secure your preferred time and therapist. However, we also welcome walk-in customers when availability allows. Feel free to visit us — we will do our best to accommodate you.
What are your opening hours?
Our regular opening hours are:
Monday to Wednesday, Friday to Sunday: 10am – 7pm
Thursday: 10am – 8pm
What happens after my massage?
At Essential Chinese Massage, we believe that what happens after your massage is just as important as the session itself.
Here is what you can expect from us post-treatment:
🌿 Personalized Aftercare Advice
Your therapist will offer practical suggestions — stretches, posture tips, hydration advice — tailored to your body and session outcomes.
🌿 Awareness of Normal Reactions
It is normal to feel some soreness or fatigue after a therapeutic massage, especially if deep work was performed. This is part of your body’s natural healing response. Your therapist will explain what to expect.
🌿 Ongoing Support
If you have any concerns or questions in the days following your session, you are always welcome to contact us via text or phone. We value long-term client relationships and your well-being is important to us.
🌿 Treatment Planning
For chronic conditions or ongoing pain, your therapist may suggest a personalized treatment plan — we will always respect your choices and there is no pressure to commit.
🌿 Loyalty & Rewards
All clients automatically accumulate loyalty points with each session, which can be redeemed for future discounts — a small thank-you for trusting us with your care.
In short, we aim to ensure that every client feels cared for, supported, and empowered — not only during your visit, but well beyond it.
How do I reschedule or cancel my booking?
Running Late & Appointment Management
We understand that life can get busy. If you’re running late, just let us know as soon as you can—we’ll do our best to accommodate you. Please note that your session may be shortened to ensure the next guest’s appointment starts on time.
To cancel or reschedule, simply log in to our website using the email you booked with, go to “My Account”, and click “Manage Your Appointment”.
Changes must be made at least 6 hours in advance. Late cancellations or missed appointments may result in a fee or affect your booking privileges.
Easy way to reach us
Visit us in-store – We’re always happy to help in person.
Send us an email – Just click on “Contact Us” in the main menu of our website.
For urgent matters – Please send a text message or voicemail to our manager Zoe at 0449 618 585.
Kindly note: We do not answer phone calls due to the high number of scam calls recently.
Rewards Program Policy
How to Earn Points
You’ll earn 1 point for every $1 AUD actually paid.
If you use a voucher, gift card, or discount, points are calculated based on the amount you pay after the discount.
Points are not added automatically — they are manually assigned by our staff after confirming your payment and account information.
Where check your points and point history
After logging in, hover your mouse over your email address in the top right corner.
A dropdown menu will appear — simply click on “Points” at the bottom to view your current points and history.
And also you check it directly
How to Use Your Points
Every 100 points = $5 AUD discount.
Points can be used when your booking total is $60 or more.
You can use points to cover up to 20% of your booking total.
Points can be redeemed in fixed tiers:
100 points = $5 off
200 points = $10 off
300 points = $15 off
400 points = $20 off
Redemption must follow these specific increments. Partial redemptions (e.g. 150 points) are not available.
Let our staff know at checkout if you’d like to use your points.
Validity & Conditions
Points are valid for 12 months from the date they are added.
Points are non-transferable, not exchangeable for cash, and non-refundable.
Points won’t be granted for:
Cancelled or refunded bookings
No-show or unpaid appointments
Easy Ways to Reach Us
Visit us in-store – We’re always happy to help in person.
Send us an email – Just click on “Contact Us” in the main menu of our website.
For urgent matters – Please send a text message or voicemail to our manager Zoe at 0449 618 585.
Kindly note: We do not answer phone calls due to the high number of scam calls recently.