Frequently Asked Questions
Below are some questions and answers which we often deal with.
If you have a question that is not covered here, please contact us.
All tracking information will be sent to your email, check your spam and junk folders to find this information.
Orders placed between 9:00 am and 4:00 pm on weekdays will be despatched on the same day. Please place your order before 3.00 pm to guarantee same day despatch. Following a sale, please expect longer despatch times; we work hard to get everything out soon as possible.
We ship using Royal Mail and DHL.
We offer First class, Second class, Next day delivery, International tracked, DHL Economy and DHL Express. To see more information on these services please see our delivery and returns page.
Give an extra day to allow time for the parcel to turn up in case of a missed scan and check with neighbours and previous safe places used with Royal Mail in the past.
Please note, once a parcel leaves our facility we no longer have control over the parcel and we are not responsible for missing parcels, but we will always do our best to help you locate your order.
You may return the product to the address below. Please include your name and details in the note, including your order number and reason for the return. Please note, we only accept returns for unused and unopened products.
Lash Factor
Unit 10, Wassage Way
Hampton Lovett Industrial Estate
Droitwich
Worcestershire
WR9 0NX
As soon as the package arrives, we will send you an email notifying you that it has been returned to Lash Factor.
If you place an order outside of Great Britain, your order may be subject to custom/duty charges when it enters your country. In these instances, customs will contact you to arrange payment. These charges can vary on individual packages, therefore, we are unable to advise what these charges may cost and we are unable to cover these costs.
Yes of course you can! If you live local to Lash Factor HQ you are more than welcome to collect your order, just simply place your order online and select “collect from Lash Factor HQ (Droitwich)” on checkout. This will ensure no postal cost is added to your checkout, this also means we can get your order ready to go for when you arrive.
Please give the team an email at [email protected] ASAP and we will do our best to help to make those changes before your order is despatched.
Unfortunately, we do not offer training at this moment in time. However, we will offer training in the future. Sign up for our newsletter to ensure you keep up to date.
Yes! We love supporting training schools and their students. Therefore, we offer discounts on various kits. For more information, please email [email protected] with information on your training school and any questions you may have.
To access Brow Code products (or professional pricing), you must first create an account (if you haven't already done so). Once you have done this, please send a copy of your beauty-related certificate to [email protected]. Please either email through the email address your account is under, or state in your email what email address you used to sign up with.
Bronsun - Patch test 48 hours prior to treatment. Mix a small amount of dye with the milk cream developer. Apply the mixture to the inside of the elbow or behind the ear. Wash off with water after 30 minutes. It is recommended to re-patch test every 6 months (if you have customers coming in every month, this would be classed as their patch test).
Nikk Mole - Patch test 48 hours prior to treatment.
Refectocil - (Standard Tints) Patch test 48-72 hours before every new treatment and re-patch test every 6 months.
(Sensitive Tints) You do not need to patch test but if there’s any doubt, carry out a sensitivity test 48-72 hours prior to treatment.
Brow Code - Patch test 24-48 hours before every new client, then re-patch test every 6 months.
Sienna X - Patch test 24 hours prior to use on every new client.
Apraise - Patch test 48 hours prior to treatment on every treatment.
Salon System - Always carry out a sensitivity test 48-72 hours prior to treatment.
Elleebana/Elleeplex - Patch testing is recommended at least 48 hours prior to treatment on every new client.
Mayamy
Mayamy Brow Lamination Lotions - 6 months use by after opening.
Mayamy Lash Lamination Lotions - 6 months use by after opening.
Mayamy Lash And Brow Protein Reconstruction - 6 months use after opening.
Bronsun
Bronsun Developer - 12 months use after opening.
Bronsun Dye Remover - 12 months use after opening.
Bronsun Tint - 12 months use after opening.
Brow Code
Brow Code Eyebrow Tint - Use by 12 months after opening.
Brow Code Oxidants - Use by 12 months after opening.
Brow Code Tint Remover - Use by 12 months after opening.
Lash Factor Lash Adhesive
Magnet, Lightning, Pacifeye, Transfusion, Fusion, Infinity And Atomic - 2 months use by after opening.
Yes, you can use Mayamy products on pregnant/breastfeeding clients. It's recommended to not use it in the first 12 weeks of pregnancy due to the vast amount of hormone changes. Due to hormone changes throughout pregnancy, you and your client may not get desired results, therefore, it may be best to mention this to a client prior to their treatment.