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FREQUENTLY ASKED QUESTIONS


Products FAQs

Where are your products sourced from?

We partner directly with brands or approved distributors to bring you genuine products from all over the world. As part of our promise to you, we ensure that the brands we work with are intrinsically aware of their product ingredients and are socially conscious of the impact they have in the world around us.

All tried and tested, each brand and product has been personally approved by our team to make sure its of the highest quality for our customers.

I have suffered an allergy to a product, what do I do?

If you exhibit signs of an allergic reaction, please wash the area with warm water and discontinue use immediately. Please seek advice from a medical professional.


CB Insider FAQs

How do I become a CB Insider?

Sign up to become a CB Insider by clicking on the this link.

Join our community of CB Insiders to stay up to date with new product announcements & access to exclusive deals and insights

What benefits do I get from becoming a member?

  • Exclusive offers and discounts
  • Access to insider information via CB newsletters
  • Exclusive information about new products launch

PAYMENTS & ORDERS FAQs

What Payment methods do you offer?

We offer payment by Visa, Mastercard and Amex cards. We also offer Paypal and Google pay options

Can I make changes to my order after I made my payment?

Unfortunately you cannot make any changes once you have made payment. However, there is an opportunity to return any parcel or product that you do not wish to keep within 14 days of purchase. See our returns policy for more details

How long does it take to receive a pre-order product?

Occasionally popular products are available on pre-order for customers who want to secure the products just before it is re-stocked. This products have pre-order information available on the description section of the product page. Please read the information carefully, the estimated delivery date will be available to see.

Do I have to create an account to complete my order?

No, completing your order without an account isn't necessary. However, in order to track the progress of your order and keep a document of your favourite products you've ordered. An account with us advisable.

Can I see prices of the products in my local currency?

Product prices are displayed in 4 of the most popular currencies, GBP, EURO and US Dollars. To view, click the currency drop down on the far left corner of the home page


PAYMENTS WITH KLARNA

What is Klarna?

What do I need to provide when I make a purchase?

I have questions regarding payment, how can I contact Klarna?

I have been asked to go to Klarna's site. Is this correct?

What happens if I don’t pay for my order?

Why have I not been offered Pay Later/Pay Later in 3?


RETURNS AND CANCELLATIONS FAQs

Do you offer exchanges?

It is not possible to exchange products.

How do I return items?

Before returning a product, please contact our customer service team to request a return.

Returning a product without informing us, may result in us being unable to process your return.

Please provide your order number, the item you want to return and the reason for the return in your correspondence

How do I cancel my order?

We are quick at processing orders once they have been placed, so we cannot guarantee that your order can be cancelled or amended before it is dispatched but we will always try.

If you notice any errors in your order after placing it, please contact us  within an hour at which point we may be able to access your order and be more than happy to assist you.

 


SHIPPING FAQs

Do you ship outside the UK?

We deliver globally. Click on this link to see our international delivery information.

What is your standard delivery timeline?

Delivery Service Timeline

UK Standard Delivery

2-4 days

Europe Standard Delivery

Within 10 days

UK Express

Next Day ( If ordered before 11am)

Europe Express

2-3 Days

International Standard Delivery

Within 14 days

Do you offer next day delivery?

We offer next day delivery within the UK only. Order before 11am to enjoy our next day service. Read more


WEBSITE SECURITY FAQs

Is it safe to enter my credit card details for payment?

Our platform has PCI level 1 compliant for credit card processing which means that it adheres to the highest standards of server compliance.That’s hard to beat.It has the highest standards in the world on payment processing.


Lashify FAQs

What is Lashify?

Lashify® is the inimitable DIY luxury lash extension system designed to apply our innovative Gossamer® lashes using our patented Underlash™ technique. Our award-winning system delivers easy to use, damage-free lashes with infinite possibilities for all eye shapes!

Our system of Gossamer® lashes, bonds, sealers, and Fuse Control™ Wand are designed to work together.

What is Gossamer?

A Gossamer® is our revolutionary hand-made lash that is virtually weightless and boasts an undetectable spine. It is designed to precisely fit on the underside of your lashes, merging seamlessly with your natural ones.

In order to provide a damage-free experience, Gossamers were created to slowly disintegrate after several uses in order to prevent any damage to the natural lash.

 

Our Core, Volume, and Prismatic Gossamer® Collections encompass 7 different styles, 11 different colors, and 12 different lengths!

 

Gossamers are part of the Lashify system and are not your basic lash strip. For best results, do not handle with regular applicators or tweezers. Use only with Lashify® patented Fuse Control™ Wand and other patented tools and formulas.

How do I get started?

Everything you need to get started comes in our Control Kit™: Gossamer® lashes, Whisper Light™ dual sided bond, Fuse Control™ Wand and Glass coating. All featured in our signature luxe case with a mirror designed to perfectly apply your lashes.

Will Lashify damage my natural lashes?

Absolutely not. The Lashify system was created to protect the integrity of your natural lashes, and we are committed to maintaining their health.

Our Gossamers® are virtually weightless in order to provide a damage-free experience, relieving your natural lashes from any weight and tension. They will slowly disintegrate after several uses in order to prevent any damage to the natural lash.

Our Whisper Light™ bond contains Biotin and Micro-Flex™ technology, creating a nourishing and flexible cushion, protecting your lashes from weight and tension for a completely damage-free experience.

Our Melt Away remover moisturises the delicate skin around the eyes and helps keep your lashes healthy by gently removing your Gossamer® lashes. No tugging, no pulling.

Is Lashify easy to apply?

Yes! But, just like everything worth doing in life, it takes some practice. Once you get used to the Underlash™ application technique and handling the Fuse Control™ Wand, it is ridiculously easy!

Lashify® has simplified professional quality lash extensions so you can apply your own lashes in seconds— whether you're a novice, or total pro. Watch our video tutorials for a complete step by step, and check out our Lashify Educators on Instagram Live!

How long does it take to apply?

Give yourself plenty of time and some patience when first learning the system. Many don't perfect Lashify on their first try, but many do. Regardless, the first few times should be about getting the placement right. It takes an average of three tries before it clicks. So, don't get discouraged! Eventually you'll be able to apply in minutes!

How long does it last?

That's the beauty: the choice is yours. You can apply and remove daily, or wear for up to 10 days! It's all a matter of preference, lifestyle, application method, and proper care.

Our Gossamer® lashes were designed to be virtually weightless in order to provide a damage-free experience, relieving your natural lashes from any weight and tension. After several uses the Gossamer lash will slowly disintegrate, as it's intended to in order to prevent damage to your natural lashes.

Is Lashify® Waterproof?

Lashify® is water resistant. You can easily shower, swim, do water sports, and exercise while wearing Lashify. However, long exposure to steam will loosen the Gossamers® and soften the bonds. If they get wet, allow them to fully dry before fusing. If they loosen, simply add extra bond and fuse.

Is Lashify® recyclable?

At Lashify® we are committed to helping the environment. The following are recyclable: Gossamer® clamshell and cartridge, single unit carton for all tubes, mylar pouches, mailer boxes, crinkle packing material, and the Control Kit™ printed materials: welcome card, welcome card sleeve, and instruction booklet..

Are Gossamers Re-useable?

Although our Gossamer® lashes were not designed to be reused, 80% of our clients have found a way!

Join the Lashify Life group on Facebook to get helpful tips and tricks from over 55,000 clients! To avoid any discomfort or complications, we advise wearing Gossamers® as directed, and applying a new set when you are ready.

Can I use my own glue and tweezers with Gossamers

Our system of Gossamer® lashes, bonds, sealers, and Fuse Control™ Wand were designed to work together. We cannot guarantee results or a damage-free experience if/when Gossamers are used with traditional eyelash glue or tweezers.

Are Gossamers cruelty free?

Absolutely. We do not believe in testing on animals, there is no need to. Lashify is committed to beautiful, cruelty-free lashes. We use the finest synthetic silk in the world to create our luxuriously light Gossamers® that are comparable to, if not better than, mink, all without harming our animal friends.

Lashify is actively involved in helping all dog breeds, especially Bulldogs, through charitable contributions and in partnership with our friends at Road Dogs & Rescue.

Can I wear Lashify? I have sensitive eyes/ use contact lenses

Absolutely. Unlike traditional lash extension glues, Lashify's bonds are safe for sensitive eyes. Our bonds are created without fumes, cyanoacrylates or formaldehydes.

Help! There's a problem with my order/ product

In the rare event that you experience a quality issue, please contact tus right away by sending an email to lashify@candourbeauty.com. Images or video clearly showing the problem must be provided within a week of delivery, along with a detailed description and a photograph of your packing slip. This slip is required in order to rectify any issues. Refunds or credits are not guaranteed and are reviewed on a case by case basis. Candour Beauty conducts strict quality control processes where orders are checked and verified before being processed and packed. If an issue is determined, we will do our best to satisfactorily resolve the matter at hand.

What if I have more questions?

If you have any further questions, please visit Lashify FAQ page to find out more.