FAQS
PAYMENTS & ORDERS
When will my order ship?
Orders are processed Monday to Friday, 9AM–5PM GMT, excluding weekends and UK Bank Holidays. Please allow up to 48 hours for dispatch. Once your order is shipped, tracking will be shared. Please note: courier delays are beyond our control.
How can I track my order?
Once shipped, you'll receive a tracking link via email. If you have any issues with your tracking, please contact us at help@lashfb.com.
Can I cancel my order?
We begin processing orders immediately. Unfortunately, we cannot change or cancel an order once placed. If an error was made please email help@lashfb.com and we will do our best to assist.
Can I make changes to my order?
Once placed, changes cannot be made. Please email help@lashfb.com with your order number for next steps.
Do you offer free shipping?
We offer free shipping to the UK, US, and EU. View our Shipping page for more details.
Do you offer wholesale or bulk discounts?
Yes. If you’re a salon owner, lash academy, or professional looking to order in larger quantities, please get in touch with us at hello@lashfb.com for bulk order packages and special reseller pricing.
FAQS
RETURNS
My item arrived damaged, what should I do?
We’re sorry your item has arrived damaged. Please email help@lashfb.com within 14 days, including your order number and a photo, and we’ll resolve it for you.
I recieved the wrong item, what should I do?
Please email help@lashfb.com within 30 days with your order number and a photo of the item received. We’ll be happy to help.
How do I return an item?
Submit a return request via our Returns Portal using your email address and order number.
How long do I have to return an item?
Returns must be requested within 14 days from the date of purchase.
FAQS
PRODUCTS
Are your products cruelty free?
Yes. All products are vegan and cruelty-free.
Are your products tested by professionals?
Our products are designed and formulated with input from lash professionals. We collaborate with industry experts to ensure our products meet high standards and cater to the needs of professionals in the field.
How often should I replace my glue?
We recommend replenishing your lash glue approximately every month once it's opened to maintain optimal performance and ensure top retention. Proper storage and handling also contribute to the longevity of the glue.
How long will my sets last when using LashFB glue?
Our lash glue is guaranteed to last for up to 6 weeks when used according to our recommended prep steps and when clients follow proper aftercare. If you encounter any issues, for more tips on retention check out our hub.
FAQS
REWARDS
What is your loyalty program?
Our rewards program is available to all customers with an account. Simply create or log into your account to begin earning.
How and when do I receive my rewards?
Rewards are available in your account once you reach a new level and can be used instantly.
How do I move to the next level?
Levels are based on your number of orders. More details are available in the Rewards section of your account.
FAQ
ADHESIVES
What is the shelf life of the glue?
Before opening: 6 months from production date (check the box).
After opening: Replace every 4 weeks, and no later than 8 weeks.
Which glue is the right choice for me?
Choosing the right glue depends on your speed, room conditions, and experience.
If you’re a beginner, 'NOIR' or 'CARBON' with slower drying times may be a better fit.
Consider:
- Your room temperature
- Your room humidity
- How quickly you apply extensions after dipping
We recommend using a hygrometer to monitor your environment.
Need more advice? contact us at hello@lashfb.com
Which glue has the quickest drying time?
Our fastest drying glue is 'JET' setting in just 0.5–1 second when used in the right temperature and humidity conditions.
Which glue is best for sensitive eyes?
All of our adhesives contain cyanoacrylate—the ingredient responsible for most sensitivities.
If a client has previously reacted, we do not recommend proceeding with treatment.
My glue is drying too slowly. What should I do?
Your room conditions may need adjusting.
To speed up polymerisation:
- Increase humidity
- Adjust the temperature
- Use Booster on the lash strip and natural lashes
You might also consider upgrading to a faster-drying glue if your speed has improved.
Why has my glue become thick and sticky?
It could be any of the following reasons:
- Expired glue
- Improper storage (keep cool, dark, airtight)
- Contamination from the nozzle
- Glue opened for more than 8 weeks
- Always clean the nozzle and seal the bottle tightly after use. Avoid using wet wipes on the nozzle- opt for Lint free wipes.
Why are my fans closing?
If your Volume fans are closing, it’s likely because your adhesive is setting too slowly. Check your room's humidity and temperature with a hygrometer. Also, make sure you're not picking up too much glue.
Our Customer Service team is available Monday–Friday, 9AM–5PM GMT
(excluding weekends and UK Bank Holidays).