FAQ'S - General

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'Why are your appointments so long?’
As a lash artist I take pride in my work and do not rush appointments or shorten the length of slots. When lashing I cover 90% - 100% of my clients natural lashes dependent on the lash cycle and lash health of the individual. As well as ensuring that all lashes are correctly isolated to preserve lash health and ensure retention is as best as possible.

‘Why do you charge that much?’
All of my pricing for services are based on the skill level needed to complete the set of lashes, as well as including the costs of materials needed and the time taken to do each set. I have over 4 years of experience in the industry, take pride in my work, offer 90%-100% coverage of the natural lashes. As well as priding myself on prioritising clients lash health, by ensuring the job is done safely and correctly for optimum results.

‘Why don’t you offer refunds?’
I don’t offer refunds for any circumstances. If for any reason you weren’t happy with your lashes for a styling reason a refund would not be offered. All clients will have a consultation with myself prior to the treatment beginning in which a client will decide the style and length of their lashes. If unhappy afterwards, a client would be offered a removal free of charge as the decision of the lashes style and length was made by the client and is therefore the clients responsibility. As lash artists we can never predict or show you a before and after photo of your own lashes if we’ve never done them before and can only work to your own natural lash line which vary person to person. As the appointment has still been fulfilled & completed. Time and cost of material have been used so a refund would not be given. However, If a client has experienced an EXTREME amount of lashes shedding in the first 48hours, the client would need to contact myself and a consultation would be arranged about the issue. To troubleshoot and see what can be done. See FAQ ‘why is Charluxe not responsible after 48hours?’

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FAQ'S - Policies

‘Why can’t I have your address early?’
I don’t give out my address any early than the day before the appointment for privacy and security reasons. However I do state that the premises is in Dickens Heath, B90 area.

‘Why don’t you allow babies, children or under 16’s?’
Unfortunately I don’t allow babies or children into the room as I’m not covered by insurance and the space is restricted and could be hazardous. Childcare will have to be arranged by the client to be able to attend their appointment. As for under 16’s I’m not insured to do any treatments on them.

‘Why is Charluxe Lashes not responsible for my eyelashes after 48hours?’
Charluxe lashes can’t be held responsible after 48 hours, as after this period of time the glue is fully cured (as long as aftercare is strictly followed by the client with in this first 48hours). After that period of time the lashes and the longevity is down to how they are treated by the client as well as any other biological or environmental factors which are out of a lash techs hands. Any issues with glue or application would only happen within the first 48 hours as lashes wouldn’t survivor for longer than this. If this was to happen for any reason the client, would experience an EXTREME amount of shedding within this time. If a client does experience this, they will have to contact me. There will then have to be a consultation to troubleshoot to try and find out the cause. If the client has not followed or ignored after-care this will not be my responsibility. However, as it is one word against the other and there is no evidence. A refund would never be offered in this circumstance. Instead the client would be rearranged to rectify the situation. Depending on the findings from the consultation there could be a charge if this has been caused by the clients own actions.

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'Why can't I use the toilet?'

Unfortunately as I work from home my toilet is not accessible to clients. These rules have collectedly been put in place by myself and other members of my household. Please ensure that you use the toilet before you leave for your appointment. If you have any medical conditions that will require the frequent use of the toilet please reschedule your appointment until cleared. 

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'How does the booking fee work and why is it non refundable?'

Upon booking to be able to book an appointment there will be a non refundable booking fee. This is to hold and secure your appointment. Under no circumstance will this fee be refundable as it is put in place to protect myself as well as securing your slot. If a client is to cancel 24 hours or less for any circumstance this booking fee will be lost. If you need to cancel or change your appointment you have before this 24hour window to do so. Your booking fee will only be transferable for 6 weeks if cancelled, or can be changed once in this time. If this appointment is changed or cancelled again (more than once) you will have will loose your booking fee and will have to book and pay a new one. Please insure that you definitely can make your appointment before booking an appointment. This £10 booking fee will be taken off your total treatment cost on the day.

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FAQ’S - BOOKING SYSTEM

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‘How do I make an appointment?’
To make an appointment you will have to use the booking link provided in my bio. There is a wide selection of treatments to choose from.

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‘Why can’t I book through DM/messaging?’
I don’t use this method to book due to being a single person ran business. This can become very intense and has a lot of back and forth. It is easier for myself and clients to use the booking system as you can see all of my availability for the month. You also get text and email updates on your appointment. It also ensures that people won’t be double booked.

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‘When will your appointments be coming out?’
To control and manage bookings, I only release appointments once a month for the month ahead. For example the last week of January, appointments will be realised for the month of February. Updates about the release of appointments will always be on my story’s (Instagram), please make sure you have post notifications on to see these updates.

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‘Why is the website saying that I can’t book until next January?’
When this happens this means that I am currently fully booked for the month it currently is. This will change if I have any cancellations come up or when I release for the month ahead.

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‘I know someone that wants to book in with you but the don’t have Instagram, how do they book or contact you?’
Amazing, if someone doesn’t have Instagram, my website is still accessible to them. My booking systems asks for your phone number and email. You will be able to contact me through the sites email. Responses may still be longer. However appointments and treatments will still be accessible to them!

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‘I haven’t received my confirmation message?’
Pleases remember when you book an appointment it is first put on the system as a request. After this it could take 24/48hours to come back as confirmed as I go through all of my requests and accept them manually. Once this is officially confirmed you will receive an email/text to say this has been done.

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‘How do I change/cancel my appointment?’
This can be done online through the email of your confirmation if you need to cancel or change your appointment. Please note if you need to change this is subject to availability for the month that has already been released. If there is nothing that suits the change you will need cancel if there is nothing left or wait to see if any cancellations come up. However please keep in mind you will still need to give me 24hours notice.

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‘Can I book in advance?’
Unfortunately I don’t currently let anyone book in advance as I use the booking system only and don’t take bookings through DMs. However, in person at your appointment I will let you book in an infill appointment. But no longer than a few weeks ahead.

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FAQ’S - Pre Appointment

‘Why do I need to have a patch test?’
All new clients must book a patch test. This is compulsory. This is to check for any allergies to my products regardless if you’ve had your lashes done somewhere else before. Please note that even if don’t react to the patch test there is still a risk of an allergic reaction. If this is not booked 24-48 hours before your appointment it will be void.

‘Why can’t I wear makeup to my appointment?’
Please ensure your lash line and eye area is free from any makeup as this could effect retention and bonding of the glue. Makeup contains oils as well as other ingredients that are not lash friendly. If you are coming for an infill please make sure your extensions are completely clean and free of any debris, as this will have them same effect.

‘What medical conditions could effect having my lashes done?’
If you have any of the following conditions you will not be able to have your lashes extensions done. (Some listed may be temporary reasons, please wait until these things have cleared and check that they have subsided with a medical professional)

- light sensitive epilepsy
- conjunctivitis
- styes
- watery/sensitive eyes
- lash mites

These are the main ones, if you are unsure of a condition that you may have could impact with your appointment. Please always check with a medical professional.

‘Can the weather really effect my appointment?’
Yes. As lash techs we can’t control the weather. In summer months it can be extremely challenging for us. If the lash room gets to over 25C this can effect the treatment. As it messes glue and effects retention. If this is too happen clients will be advised to reschedule their appointment as retention will not be achieved and Charluxe will not be held responsible.

 

FAQ’S - Post Appointment

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'I've had the same set as them. Why don't my lashes look the same as theirs?'

Eyelash extensions look different on everyone. This is down to each individual clients natural lash line and health. It is a biological factor that lash artist can't control. Some clients may have more or less lashes than others which will have an impact on the over all result. A set of lashes is defined by the technique used to achieve the over all look. Each set has different techniques to achieve differing results i.e. Classic are the most natural as this mirrors the natural lash line. To achieve the look a client wants you may have to opt for a bigger or smaller set based on your desired look. As a lash artist can only work to your own natural lash line whilst considering lash health & lash cycle.

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'Its been 2 weeks (or over) my eyelashes are irritating me?'

This irritation is caused by lash extensions growing out with the natural lash. Lashes will start to droop down or twist which can become irritating to the client but is a normal occurrence to happen with lash extensions. This is why infills are recommended from this point. Lashes may still appear full however growth will always happen regardless. If a client does not wish to continue due to the irritation a removal would be suggested. This will never be caused by glue or product as clients can not react after 48hours as the glue is not pliable. Please also ensure aftercare is being strictly followed to avoid any unnecessary irritations.

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'Why do I need to follow aftercare advice?'

Following aftercare advice is so important! It is put in place to ensure best retention as well as keeping a clients eyes safe. Not following aftercare correctly and strictly could result in poor retention, excessive shedding and lash health problems. After lash techs have put on the extensions it is your responsibility as a client to look after your lashes. 

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'Why do I need to clean my eyelash extensions?'

This part of aftercare is so important! Please clean your lashes every 2-3 days. This will make a huge difference in the longevity of your lashes as well as preventing damage. Yes, not cleaning lashes can cause damage and health issues to your natural lash line. Not cleaning them can cause health conditions as well as 'sleep' build up in your lash line, which is not only going to contain oil and other bacteria but also act as a cement. This 'cement' could collect lashes together and when growing out pull out other lashes that aren't ready to fall out without which will cause premature shedding as well as potential permanent damage to the natural lash line. Water wont work or holding your lashes under the shower head. Please purchase a lash foaming cleanser that is specifically designed for eyelash extensions. This is particularly important as the ingredients wont' effect the retention of your lash line. Also please use a lash cleansing brush or alternatively an fluffy eyeshadow brush (clean) with the cleansing foam to get in between all of the extensions. Clean extensions will last longer. 

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'Why do I need to have infills?'

Infills are necessary to maintain the look of your extensions and are needed on a 2-3 week basis - no later. Lash extensions will grow out with the natural lash, as well as humans loosing an average of 1-5 natural lashes per eye per day. At the infill, grown out lashes are taken off and replaced as well as putting on new extensions on lashes that have since grown from the last appointment. Please note some clients may need sooner infills than others as this is based on retention and loss of lashes. Even if a clients lashes may still 'look really full' lashes still would have grown out and need replacing, even after 2 weeks. Lash artist can't pin point how long a singular clients retention is which is why we take the human average for infill timings and why infills will not be accepted after this time.

 

'I'm loosing eyelashes. Is this normal?'

Yes this is completely normal. On average we loose 1-5 natural eyelashes per eye per day this can become emphasized when clients have extensions. Some clients could shed more quicker than others based on their natural lash cycles, aftercare not being followed and other environmental factors and lifestyle choices. You can even loose lashes on the day of the appointment due to the type of coverage I do (90-100%) as I cant predict which lashes are going to fall out and when.

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'I think I've had an allergic reaction, what do I do ?'

If you think you've had an allergic reaction please contact myself for an emergency soak-off and please go and seek medical advice immediately. Due to not being medically trained I am not allowed to diagnose an allergic reaction or chemical burn as doing so could make me liable for wrong diagnosis which is why I cant do so.

 

'What is the difference between an allergic reaction and chemical burn?'

Normally an allergic reaction would blow up the entire lash line and is found outside of the eye, causing the eyes to go red and extremely swollen and is due to being allergic to certain ingredients in the glue. Whereas a chemical burn is caused through the fumes of the glue and tends to effect the inside of the eye, which will normally feel dry and gritty but will tend to go down in a few days. Chemical burns are not an allergic reaction and although they cause mild discomfort can be very common and caused by flickery eyes, watery eyes, talking and taping. Please always consult with a medical professional for a formal diagnosis and treatment.

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