Faq & help

anchor

 Is it safe for me to do it myself?

Babe, trust us – if you can open the box, you can laminate your brows. In fact, we’ve spent so many years watching Sex & The City reruns developing the safest possible solution to sub-par brows, your pooch could probably follow the steps safely. Still got doubts? Don’t worry, we’ll send you super simple instrustructions with your order.

Can brow lamination be reversed?

No, lamination cannot be reversed. You do, however, have control over how you shape your beautiful brows. Bold and tall? Go for it. Sleek and sexy? You do you, lady. Brow lamination isn’t permanent either, so yours will be au naturel again in up to six weeks. Check out the video below to see what your brows are capable of once laminated.

What if I don’t like the results?

No stress, babe. Just brush your brows into their old shape. Still unhappy with the results? We can fix that.

Can brow lamination cause hair loss?

Not a chance. The only point where you might encounter hair loss is during the shaping stage. But lucky for you our ‘Shape It’ solution was developed to prevent exactly that. We use smaller and safer ingredient portions than those used in salons, making it gentler on your skin while still giving you the same gorgeous results.

That being said, you should still follow the instructions to a tee. This means not falling asleep during Gossip Girl reruns with ‘Shape It’ solution on your brows. Hot tip: set your alarm during the shaping stage to avoid any unwanted brow drama.

Extra hot tip: don’t use any products on your beautiful brows that aren’t specifically designed for them (like lash lift treatments – the strong ingredient concentrations will take your brows from stunning to dead ting in minutes).

How does brow lamination work?

Usually, Brow Lamination is a lavish salon indulgence that’ll cost you a kidney. Now? It’s a simple and affordable self-care session at home. 

Like a perm, lamination works to redirect and set your brow hair into a sexy new shape, allowing you to enjoy the fullest and most feathery effects from your natural brow growth.

To extend this luxury to all beauties, we’ve created a special formula that makes this treatment easy and safe to do yourself at home. The ingredients we use are also gentle on your skin while still achieving the same lush, long-term results. It’s a win-win situation, babe.

Is brow lamination permanent?

Unfortunately, brow lamination isn’t permanent, babe, so yours will be au naturel again in up to six weeks. That just means it’s time to buy another kit!

Can you use this kit if your brows are dyed?

Absolutely, babe. Dyed or not, your brows will be transformed in minutes with our Brow Lamination Kit.

Does it work for people with thin brows?

You know it! Our kits don’t discriminate – they work for all brow types. In fact, we’ve seen some of the best results from babes with thin or fine brows. See for yourself.

Does the product burn?

While the effects are hot AF, you will not feel the burn at all (though you may feel a slight tingle). We recommend you take a skin patch test 24 hours before laminating your brows to double check your skin will adore the effects as much as we do.

How many uses can I get out of a kit?

 Depending on whether you’re blessed with lush or lean brows, each kit can be used between 4-6 times. They also have a shelf life of six months, so we advise locking in an at-home salon sesh with the girls ASAP.

Does it damage your eyebrows?

The short answer: no.

The long answer: lamination uses similar chemical agents to soften the hair in your brows as hairdressers use for the hair on your scalp – something that’s been used and refined for over 100 years now. What’s different (and better) is that these agents have since been perfected for safe use on your beautiful brows. Namely, the ingredient concentrations are much lower and gentler.

In fancy lingo – the hair proteins have to be chemically opened and closed during lamination to make your hairs more flexy and easy to style. This is where the hair shaft will be very slightly damaged. But this is also why we’ve developed our ‘Boost It’ solution, which is jam-packed with ultra nourishing hair growth vitamins and essential oils. This will restore any minor damage done to your eyebrow hairs and leave them looking lusher and fuller than ever before. It will not, however, cure your Sunday morning hangover.

Your brow hair is also forever growing and being replaced with stronger, healthier hair. This is why we recommend a gap of at least four weeks between each at-home lamination session (no matter how addicted to beautiful brows you may be). This ensures your hair retains its lavish look 24/7.

When will I need to purchase a new kit?

Lamination isn’t permanent. You can expect your brows to return to their au naturel state in up to six weeks. So if you’re a beautiful but forgetful babe, we recommend buying two kits at once, especially if you love the laminated look.

I heard some girls ‘laminate’ their brows with brow gel, does that work?

Sure, but the effects are lacklustre to say the least. Either they’ll feel like they’ve been plastered to your head with superglue, or the effects will wear off in minutes. 

Brow gel without brow lamination is like Blair without Chuck – half as hot. For maximum hotness, always pair brow gel with lamination.

With our Brow Lamination Kit, you simply laminate your brows once every six weeks, give them a daily brush (with or without brow gel, your choice babe), and you’ll have cat-walk worthy brows 24/7.

How do your eyebrows feel after using the treatment?

If you follow the instructions to a tee – like the saint you are – your brows should feel lush and nourished (thanks to the BOOST IT solution), and you should feel sexy AF (thanks to your newly laminated brows).

Can I use it when I have big, bushy and stubborn eyebrows that are hard to shape?

Our Brow Lamination Kits were designed to empower babes around the world with beautiful brows, no matter their style or thickness. Effects will differ depending on your own unique brows, but rest assured, babe – we can guarantee you will notice a difference, regardless of how thin or thick your brows are.

Can I use the brow lamination kit when I’m pregnant?

We don’t recommend to use the kit when you are pregnant or breastfeeding.

Is the brow lamination kit cruelty free?

We love our furry friends and have not (and never will) conduct animal testing to validate the safety of our products and ingredients. Before we made our Brow Lamination Kit available to beauties like you, we had it extensively tested to ensure it’s 100% safe (and none of that testing was done on fur babies). We can’t promise it won’t make your friends insanely jealous though. Or that boyfriends’ brows weren’t harmed in the making of our Brow Kits...

 

What is the shelf life of your products?

After opening our beautiful Brow Kit, it will have a shelf life of six months. So we advise locking in an at-home salon sesh with the girls ASAP if your kit is teetering towards the end of its laminating life.

How do I perform a patch test?

It’s simple, babe. Just apply our product behind your ear or on the back of your hand 24 hours before laminating your brows. If you notice any redness, swelling or breaking out, you may be having a reaction to the treatment and we recommend you hold off laminating your brows to avoid a more severe response. No amount of beauty if worth an allergic reaction, hun.

How often should I laminate my brows?

The show-stopping effects of brow lamination last up to six weeks (depending on the thickness of your own beautiful brows). That being said, we recommend you don’t laminate them any more than every four weeks.

Where do you source your materials from?

The secret to our gentle solution lies in a little place called South Korea. This is where we source all of our ingredients, not because we love any excuse to jet-set, but because beauties there tend to have more sensitive skin, which means they use the most effective and gentle ingredients on the market.

Do you guarantee results?

We’re so confident you’ll fall head-over-heels for your laminated look that if you don’t get results you love, we’ll refund you the FULL cost of your kit AND cover the cost of a brow lamination session at the salon of your choice. Why? Because every babe deserves bangin’ brows. And that’s our guarantee.

 I've never done this before, can I do it?

If you can hold a cocktail, you can laminate your brows. Our at-home, all-in-one kit comes with super clear instructions and a step-by-step video, which means you can have salon-quality brows without going broke (or even getting out of bed). 

Watch the clip below to see our easy breezy instructions.

Does the kit contain everything I need to laminate my brows?

We’ve done the hard work for you by not only developing the perfect solution, but providing you with all the tools needed to apply it. Each kit contains everything required for up to 6 uses, which means you’re good to go the second you crack the seal. 

●      1x Stick it (Straightens out your curly hairs)

●      1x Shape it (Helps to brush your brows into shape)

●      1x Fix it (Fixes your hairs in place)

●      1x Clean it (Wipes away any excess serum)

●      1x Nourish it (Nourishes and pampers your skin)

●      1x Plastic Wrap (Covers your brows) 

●      18x Mascara Wand (Shapes your brows)

●      18x Lip Gloss Wand (Applies the solution)

●      12x Cotton Bud (Removes the serum)

●      6x Cotton Pad (Removes the serum)

I have very sensitive skin, can I use your product?

So many beautiful babes have sensitive skin, but it’s not the product they’re reacting to – it’s the ingredients. We’ve spent years trialing and testing our brow kit to ensure it’s the safest, most lush treatment possible. But just to be sure, do a patch test before you start laminating those caterpillars, babe.

What happens if I get the lotion in my eyes?

Hun, you’re supposed to laminate your BROWS, not your eyes. No doubt they’re burning now – quick, rinse them with water. If the burning persists, get off the couch and on the phone to your doctor.

anchor

Do you offer a money back guarantee?

Oh yes we do. We’re so confident you’ll fall head-over-heels for your laminated look that if you don’t get results you love, we’ll refund you the FULL cost of your kit AND cover the cost of a brow lamination session at the salon of your choice. Why? Because every babe deserves bangin’ brows. With us, you’re guaranteed a happy ending (unlike Rufus on Gossip Girl).

I’ve placed an order. What do I do if I haven’t received an order confirmation? 

Sometimes your inbox can be a little sassy, diverting very important beauty correspondence to your junk or spam folder – make sure you check these for your order confirmation. If it’s as lost as Aidan Shaw’s chances with Carries, please contact our Customer Experience Squad to access a copy or change your contact details.

Where do I enter my discount code?

At the final stage of checkout, you will see an option to enter the discount code – if you have one handy, you enter it here and hit apply to receive a sweet discount on your beautiful brows.

If you’re a few spritzes deep and having trouble applying your discount, don’t hesitate to put your glass down and contact our Customer Experience Squad for help.

Where is your office based?

Where all the sassiest saints are found – in Amsterdam, the Netherlands.

My kid had lotion in their mouth, what should I do?

Duh – make them pay for another kit! But seriously babe, our treatments are meant for brows, not mouths. And while our products are totally safe in small amounts (though not totally tasty), the safest thing to do is rinse their mouth thoroughly. On a serious note; if they went a bit OTT with eating the treatment, make sure you see a doctor.

anchor

I’m desperate for my Brow Kit – how do I track my package?

You’re so close to show-stopping brows, babe! Once your order has left our glam centre, you will receive a shipping confirmation email with a tracking number that will allow you to follow your package’s journey to your doorstep. 

If you didn't receive the Shipping Confirmation email, please contact our Customer Experience Squad so we can hook you up with everything you need to get excited about your delivery.

Will I get a tracking number after placing an order?

One thousand per cent! We know what it’s like to be excited about a recent purchase, which is why we provide a tracking number with every purchase. It will automatically be sent to your email.

My package says delivered, but I didn’t receive it.

Rest assured, we’ll help you get to the bottom of it, hun. We try to keep our tracking system as accurate as possible, though sometimes computer errors can push delivery out by a few days. But if you still haven’t received your order, pick yourself up, dust yourself off and contact our Customer Experience Squad – we’ll endeavour to locate it for you.

Like all BFFs after a Friday sesh, we do generally find that parcels will turn up in a day or two.

Will my package be charged customs and import charges?

International babes (outside of the EU) are required to cough up any applicable inbound duties, taxes and fees required by your local Customs Authority. These fees are paid to your local carrier or government and are not collected by Sassy Saints, and therefore cannot be refunded.

It is also your responsibility to ensure that you can import Sassy Saints products, as we are not able to refund or replace any orders that are held by customs or other government agencies (and we’re not in the business of breaking hearts). So, please, check your local requirements before placing an order from our site.

What happens if I do not collect my parcel?

Generally speaking, most lazy babes will be punished by their local postal service – having their parcels returned to sender. If you’re unsure where your order is, please don’t hesitate to reach out to our Customer Experience Squad – those angels will help you track the location of your parcel.

What happens if I enter an incorrect/incomplete address at checkout?

We get it; mistakes happen (especially when you’re half a dozen G&Ts deep and shopping for LBDs at the same time). If your parcel is undeliverable due to an incomplete or incorrect address, it will be sent straight back to the Sassy Saints warehouse. If you’re still desperate for bangin’ brows (who isn’t?), we can arrange to have it re-shipped, however there will be an extra postage fee. Alternatively, if you miraculously woke up with bangin’ brows (or just decided to embrace the au natural look), we can refund you the amount of your purchase, minus the shipping fee to and from your country. 

In legal lingo – we are not held liable if you enter an incomplete or incorrect address.

What are the delivery costs to my country?

Fab question – you can find the answer here on our shipping page.

Do you process orders on weekends and public holidays?

Like you, our office babes need their beauty sleep, which is why our warehouses are closed on weekends and Public Holidays. Your order will be processed on the next working day.

Can I update my delivery address after placing the order?

Unfortunately once your order has been processed, the address can’t be changed. It is one of the great injustices of our world (that and work day hangovers). You should expect a shipping confirmation email within 24 hours of placing your order – be sure to check your junk/spam box as they sometimes sneak in there.

Which carriers do you use?

Fab question – you can find the answer here on our shipping page.

How soon will I get my package?

Patience, babe. Typically, our warehouse beauties will process your order within 1-2 business days – you’ll receive a confirmation email once it’s done, so keep an eye on your inbox (and your junk box, just to be sure)! Below are our standard delivery times:

UK: 1-2 working days

EU: 5-9 working days

US/CAN: 5-9 working days

Rest of world: 5-9 working days

 

My order appears to have stalled, how can I get a delivery update?

We want you to have bangin’ brows almost as much as you do, so we’re so sorry you’re being forced to wait for your glow-up. Although your order status may not reflect this, we promise you that your package is still in transit to you (Ash in the office may have just been a kiss too distracted by Sex & The City repeats to update your tracking).

Please note that international orders may take up to 10 business days to be delivered (and that doesn’t include weekends or holidays).

Still stressed? Here are some other hot tips for locating your package:

If the tracking information shows that your package is in your destination country, we recommend checking with your local post office – they might be able to provide you with more accurate tracking updates. Alternatively, you can also go straight to the source and hit up your local post/customs office directly.

If the tracking information shows that your package hasn’t left the building or is currently in transit – practice patience, babe! Typically, international orders take up to 10 business days to be delivered; however, your package may be delayed by customs. Again, hit up your local post/customs office directly for up-to-date delivery information.

If the 10 business days pass and your order STILL hasn’t been delivered, drop everything and contact our Customer Experience Squad! They’ll be desperate to help you if you’ve gone ten days without your Sassy Saints delivery.

My package is in my country – why hasn’t my tracking link been updated?

Babe – it’s coming, trust us.

It may take up to 10 business days for international orders to be delivered. In the meantime, we recommend checking out your local courier's online tracking system, as it may have more accurate delivery updates.Alternatively, you can also go straight to the source and hit up your local post/customs office directly to check if they have your package.

If the 10 business days pass and your order STILL hasn’t been delivered, drop everything contact our Customer Experience Squad! They’ll be desperate to help you if you’ve gone ten days without your Sassy Saints delivery.

Has my order been shipped? I did not receive my shipping confirmation email.

Our warehouse babes typically process your order in 1-2 days. And once they’ve done it, they’ll flick you a confirmation email. If those 48 hours have passed and you still haven’t received one, slip into your spam folder just to be sure and then contact our Customer Experience Squad.

anchor

What payment methods do you accept?

We offer different payment methods depending on which country your crib’s in.

For Debit/Credit cards, we accept VISA, MasterCard, Diners, Discover and American Express. We also accept Paypal, AmazonPay, Afterpay, ClearPay and ApplePay!

A hot tip for our international babes: whatever method you choose, make sure overseas payments are enabled to avoid checkout errors — you can contact your local bank to enable this.

Please note, we do not accept any bank transfers, prepaid cards, magnums of champagne or any other mode of payment unless specified above.

I’ve been charged multiple times, what do I do?

We get it, you’ve got bills to pay! Double check to make sure you only received one email confirmation – if this is the case, the extra charges will likely drop off your account in a few business days, depending on your bank’s processing times.

Please contact your bank if you have any further questions regarding the pending charges. Also be sure the billing address you enter matches the exact billing address associated with your credit card, and only click the submit button once to prevent multiple charges (though TBH, multiple Brow Kits is the best case scenario).

anchor

When will I receive my refund?

Your refund will be processed as soon as our warehouse babes receive your return. From there, it usually takes between 5-10 business days for the refunds to be credited to your bank account.

Please note, refund times are generally out of our control (unlike our brows) – the time taken for a refund to be processed depends on your payment services provider. If you do not receive your refund within 14 business days, please contact our Customer Experience Squad.

What is your return & refund policy?

Incorrect or Faulty Products If you have received incorrect, damaged or faulty items – firstly, WE ARE SO SORRY. Secondly, please provide details (including photos) within 30 days of purchase. We’ll double check with the brainy babes back in the office that you are entitled to a replacement. In the meantime, keep your eyes peeled for further instructions in your inbox.

When you reach out, please include your order confirmation number in the subject line so we can find your order easily and process your request ASAP – you’ve waited long enough for catwalk-worthy brows, babe.

Missing Items
A botched order is almost as bad as botched brows. Which is why we do absolutely everything in our power to ship and deliver your order on time and in beautiful condition.

If this isn’t the case, please slide into our Customer Experience Squad’s DMs so we can organise replacements for missing products.

When you reach out, please include your order confirmation number in the subject line so we can find your order easily and process your request ASAP – you’ve waited long enough for catwalk-worthy brows, babe.

Other Issues
If you encounter any other issues with – or reactions to – our product, please contact our Customer Experience Squad with details of your dilemma and we’ll respond to you ASAP.

Please note, we do not reimburse for the cost of USA Express Shipping.

How to Return Products

If you need to return products in accordance with this Policy, please hit up our Customer Experience Squad to find out how to send damaged products back to our babes in the warehouse.

To make doubly sure your refund gets to you ASAP, please always include your order confirmation number in the subject line and attach pictures of the products you wish to return.

In terms of the nitty gritty, shipping costs are the responsibility of the customer and are non-refundable. We recommend that you package the products securely and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit (as much as we’d love to take the fall for you, babe – the legal ladies upstairs just won’t let us).

Can I get a refund if the price has changed?

Soz, doll – we are unable to honour any promotions for orders placed outside of the promotional period as this would be super unfair to all the other beauties who’ve paid full price. This just means you need to keep an eye on your inbox for our next sale!

Do you refund shipping costs if I return something?

In the instance that the order is deemed damaged or faulty, we absolutely do! Please contact our Customer Experience Squad for help organising your refund.

When it comes time to return your order, we recommend that you package the products securely and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit (as much as we’d love to take the fall for you, babe – the legal ladies upstairs just won’t let us).

In all other cases, the shipping costs are the responsibility of the customer (you, lovely) and are non-refundable. So if you insist on blowing your rent money on an online shopping spree after a few too many rosés, that’s on you.

I was refunded the incorrect amount, what should I do?

Hold tight, babe, our Customer Experience Squad is here to help you with any order problems. Simply slip into their DMs (or email inbox) to get it sorted.

Please note that the following may affect the amount you have been refunded:
- Shipping costs are only refunded for damaged or faulty products.
- Any discounts that were applied at the time of sale may no longer be applicable.

My tracking status is marked as undeliverable. What should I do?

Often parcels are marked as undeliverable because an incomplete/incorrect address was supplied, the parcel has been unclaimed, or the addressee is unknown or has moved. Fear not, simply contact our Customer Experience Squad to get the situation sorted.

When you do contact the team, make sure you provide your order number and correct shipping address so we can get your order to your door ASAP. You’ve waited long enough, babe.

What happens if my package is returned?

Often, when parcels are returned, it’s because an incomplete/incorrect address was supplied, the parcel has been unclaimed, or the addressee is unknown or has moved. Fear not, simply contact our Customer Experience Squad to get the situation sorted.

When you do contact the team, make sure you provide your order number and correct shipping address so we can get your order to your door ASAP. You’ve waited long enough, babe.

anchor

I received a damaged/faulty product. What should I do?

If you have received incorrect, damaged or faulty items – firstly, WE ARE SO SORRY. Secondly, please provide details (including photos) within 30 days of purchase. We’ll double check with the brainy babes back in the office that you are entitled to a replacement. In the meantime, keep your eyes peeled for further instructions in your inbox.

When you reach out, please include your order confirmation number in the subject line so we can find your order easily and process your request ASAP – you’ve waited long enough for catwalk-worthy brows, babe.

I entered the wrong email address. What should I do?

Fear not, hun – our Customer Experience Squad are here to help! Simply hit us up with your order number, original email address, and your correct email address so we can update the backend (of the computer, babe! Wow…). We’ll then resend your order confirmation and/or shipping confirmation email to the updated address.

Can I cancel my order?

We’re sorry to hear you’re having doubts about beautiful brows. We’re even sorrier to say that once orders are placed, we’re unable to modify or cancel them. All sales are final. Maybe you can surprise your bestie with an early birthday present?

Still got questions about your order? Feel free to reach out to our Customer Experience Squad for further assistance!

I received an email saying that I have to verify my order details. What does that mean?

We have a super secure and smart payment system that ensures we (and beauties like you) never get swindled. If our system marks your order as potentially fraudulent, we will place it on-hold and reach out to you to verify the details of your order.

For example, if you’re jet-setting around the US when you decide you want beautiful brows and are placing an order with a credit card that is issued in your home country (France), our system will detect the difference in countries and your order will be flagged as a potential risk of fraud.

To verify these details, please simply respond to the email that was sent to you from our Customer Service Squad.