Help Centre

Orders placed before 1pm Mon–Thu are typically despatched the same day. We do not ship on weekends. Free delivery is not available during sale events.

Customers are responsible for any applicable taxes, duties, or import charges on delivery. These are set by your local customs authority and are outside of our control.

USA

We cover all import duties and tariffs on orders to the USA — no surprise fees on delivery.

Canada

Canadian customers are responsible for any applicable local import duties or taxes on delivery.

Yes — we ship to most countries worldwide. Shipping costs are calculated at checkout based on your location and fulfilled via courier. Additional fees may apply for remote areas.

Customers are responsible for any applicable taxes, duties, or import charges on delivery. If your parcel is held at customs, you will be responsible for any communication and costs required to release it.

Once your order ships you will receive a tracking number by email. Check your spam or promotions folder if you don’t see it. For UK orders, Royal Mail will also send email and text notifications including a 2-hour delivery window.

Please allow a day or two for tracking to update after despatch — if it looks like it’s not moving, it’s almost certainly on its way!

Please contact us as soon as possible if you need to make changes. Once an order has been packed we are unable to make amendments. Please only contact us through one channel to avoid delays.

Orders containing pre-order items will be held until all items are available to despatch together. If you need any in-stock items sooner, please place a separate order for those items.

You can access your invoice in three ways:

• Use the download link in your order confirmation email
• Download from the separate invoice email sent after your order ships
• Log into your account, open the relevant order, and click ‘Download invoice’ in the top right corner

If your order shows as delivered but hasn’t arrived, give it one more day — carriers sometimes scan parcels before completing final delivery.

If tracking hasn’t updated in an unusually long time, please file a claim with the carrier. If there is no resolution after two weeks, contact us and we’ll look into replacing or crediting your order.

We cannot be held responsible for parcels marked as delivered at your request, or orders undeliverable due to an incorrect address.

Use the stock notification on the product page and you’ll be emailed as soon as it’s available again.

Seal all three steps with micropore tape and store in an airtight container after opening:

• Step 1 — up to 7–10 days
• Step 2 — up to 14 days
• Step 3 — up to 30 days

Steps 1 and 2 contain active chemicals that degrade on contact with air. The longer they are stored after opening, the less effective they become — even when sealed correctly.

Our entire range is 100% vegan and cruelty-free. Full ingredient lists are available on each product page and printed on all product packaging.

No — you don’t need to have trained with The London Brow Company to purchase our products. However, you will need to hold a professional qualification in Brow Lamination or Lash Lifting to purchase our professional-grade lifting range.

Yes. Steps 1, 2 and 3 must all be used in each treatment. All three work together to create a waterproof seal — this applies to both brow lamination and lash lifting.

Shield size (S, M, L, XL — shown on the back of the shield) is based on the length of the client’s lashes, not their eye size. Our silicone shields suit all eye shapes.

Some tint colours may stain the medical-grade silicone. Clean shields immediately after each use with warm water and soap, then follow with London Brow All-in-One Sanitiser Spray.

Tinting products are not included in any of our kits — home or professional. They need to be purchased separately.

No. Our home kits are a milder formulation for public use and are not the same strength as our professional range. Professional training is required to use our salon-strength products.

As a manufacturer, we do not recommend carrying out brow lamination or lash lifting on pregnant or breastfeeding clients. It is always the therapist’s responsibility to carry out a full consultation and advise clients to seek guidance from their midwife or GP.

Clients must wait 6–8 weeks before having another full treatment. In between they can have a salon maintenance appointment — a shorter visit to top up colour, tidy the brows, or apply a mask treatment.

Steps 1 and 2 must be patch tested on every new client as they contain the active chemicals required for the process. Step 3 uses natural ingredients not known to cause reactions, but if in doubt patch test all three steps.

No. Dual Step 2 is only compatible with cream tint pastes. It is not suitable for gel tints or liquid tints.

Apply via our Pro Store. Once approved you’ll have access to professional pricing and the full professional product range.

Yes — we work with many academies across the UK and USA. As an affiliate you’ll receive discounted student kits, referrals, and a free listing on our website. Open a training academy account here.

Yes. Visit our Retail London Brow page to find out more about becoming a stockist.

Yes — our entire range is 100% vegan and cruelty-free, made in the UK. Read more here.

After purchase you’ll receive login details for our student portal. Sign in at courses.londonbrowcompany.com to access all your courses.

Yes — our courses are fully accredited, meaning your certificate can be used for insurance purposes. Full accreditation details are listed on each course page.

Once purchased, you have lifetime access to your online course content. You can revisit the material as many times as you need.

Online training courses are non-refundable once purchased. If you have questions before buying, please contact us and we’ll help you choose the right course.

Find your nearest official London Brow Training Academy on our official trainers page.

Yes — browse the full collection of editable training manuals here.

Items can be returned within 14 days of receiving your order, provided they are unused, unopened, and in their original packaging. All returns must include a copy of your invoice or a completed returns form. See our shipping & returns page for full details.

Complete our online returns form within 14 days of receiving your order. Once approved, return items using a tracked, insured service. Returns take up to 7 working days to process (30 working days for international returns).

For hygiene reasons we cannot accept returns on opened or used products unless they are faulty. If you believe a product is defective, complete the returns form within 14 days with photos.

The following are non-returnable:

• Items sold as ‘damaged’ or ‘end of line’
• Digital downloadable products
• Online training courses (non-refundable once purchased)
• Items purchased during sale events

Return postage is the customer’s responsibility unless the item is faulty or we made an error. For faulty items, return shipping will be reimbursed once received — please use a tracked service and keep proof of postage.

Refunds are issued to the original payment method once items are received and inspected. Please allow 3–5 working days for the refund to appear. Original shipping costs are non-refundable, including on orders that originally qualified for free shipping.

We run promotional offers from time to time, including welcome discounts for new customers. Sign up to our email list to hear about active promotions first.

Only one discount code can be applied per order. Codes cannot be combined with other promotions or used against already-discounted items unless otherwise stated.

Discount codes generally cannot be used alongside sale pricing. Free shipping thresholds may also differ during sale events — check the current promotion terms for details.

Yes — qualified therapists and salons can apply for a professional trade account via our Pro Store. Trade account holders benefit from professional pricing across the range.