Frequently Asked Questions

Shipping

What is the estimated delivery time?

Warehouse processing and packaging takes 1-3 business days followed by delivery time of 5 business days. International orders may take up to 10 business days.

What will be the shipping fees for my order?

Orders over $150 AUD receive free shipping. For international orders, fees will vary based on country. Customer fees may also apply for overseas addresses. Final price will be indicated on your checkout screen.

What do I do if an in-transit package goes missing?

In the situation of a missing parcel in transit, first contact the courier service provider. If they are unable to help, request them for a reference number and quote it to us. We will do our best to track down the parcel. (Item is considered missing only when tracking information has not been updated by the courier service in 10 days or 21 days have passed since shipment).

Is there anywhere Brow Code can't deliver?

Unfortunately, we do not offer delivery to PO Boxes, HC Boxes and Parcel Lockers. For international orders, please check here for a complete list of countries we can't deliver to.

How do I track my order?

Tracking information is sent to you once the package leaves our warehouse and order status is updated within 2 business days. If you encounter problems with the tracking number, email our professional support team at support@browcode.com.

Orders

How do I place an order for professional products?

Log in to your trade account on the Brow Code Pro website. Shop and add items to your cart. To complete the purchase, click on the cart icon and proceed to checkout. Follow the on-screen prompts to place your order.

How do I add items to my cart?

Navigate to the item you would like to purchase and click “add to cart”. If you do not have the option to add to cart it may be because the item is currently out of stock or you are not logged into a trade account but are trying to purchase trade-only products.

Can I change my delivery address after the order has been placed?

If you need to change your delivery address, email us at hello@browcode.com with complete contact information and order number (note that address cannot be amended one the order has reached a 'fulfilled' status).

Can I make changes to my order once it has been placed?

To edit your order, email us at hello@browcode.com with complete contact information and order number. We can only edit orders that have not yet reached a 'fulfilled' status.

How do I cancel my order?

If you have a change of mind and wish to cancel your order, email us as soon as possible on hello@browcode.com with your contact information and order number. We cannot cancel orders that have been fulfilled and already dispatched from the warehouse.

Returns, Refunds and Replacements

Who do I contact if my parcel arrives damaged?

Brow Code apologises for products that arrive in a damaged, faulty or broken condition. We understand this can put strain on your business needs. If this happens, please email us at support@browcode.com within 2 weeks with your complete contact information, order number and photos showing the condition of your package and/or products. We will inspect the items and do our best to issue a replacement.

Can I return an order if I have a change of mind?

Please email us at support@browcode.com within 2 weeks, if you wish to return a product. For refund approval, you must include complete contact information, order details and the reason for return.

I've received an incorrect item, what do I do?

If your package includes the wrong item(s), please email us at support@browcode.com within 2 weeks with complete contact information and order summary.

Account

Billing

What are my payment options?

Brow Code accepts all major credit and debit cards, including VISA, Mastercard, and American Express. You can also use PayPal or buy-now-pay-later vendor Afterpay.

Why was my payment declined?

If your card is declined when making a payment, please make sure your bank account has sufficient funds and you are using only one of our approved payment methods. If the problem continues, email us at hello@browcode.com.

Stain Hybrid Brow Dye

What is Stain Hybrid Dye?

Stain is a Hybrid Dye professional brow colour consisting of half henna and half brow tint. Hybrid Dye offers the power and intensity of henna with the ease of a tint.

How long does Hybrid Dye last?

If you follow the correct aftercare, Brow Code Hybrid Dye leaves a stain on the skin for up to 10 days and on the brow hairs for up to 6 weeks.

Do you have instructions available?

The instructions for all our products are outlined under the product description on the website.

Can I do Lamination and Stain in the same service?

Yes, you can pair Lamination and Stain Hybrid Dye in the same service. We recommend applying Stain in between steps 2 and 3 of the lamination process. Alternatively, you can Stain the brows 24 hours before or after completing the lamination treatment.

What is the before and aftercare for Stain Hybrid Dye?

Important Note: The Hybrid Dye stain can feel darker on the first day, however, please note this is an important step of the process as the stain continues to oxidize on the skin and settle into its finished shade. The stain will start to fade gradually as soon as the brows are wet.

  • Avoid using makeup and facial cleansers around the brow area for the following 24 hours.
  • Avoid prolonged exposure to direct sunlight, the use of sunbeds, saunas, steam rooms, and swimming pools for 24 hours.
  •  Avoid exfoliating and using anti-aging products around the brow area for at least two to three days prior to and post-treatment.
  • Avoid using any self-tanning products on the face for around two to three days on either side of the treatment.
  • Avoid the temptation to over-touch the brow area after treatment. Touch with fingers can lead to oils entering open pores and clogging them.

What is the recommended service timing?

Application times vary 5-12 minutes depending on the desired intensity and results. We recommend a total time of 10 minutes, however, please watch the dye closely to see how the colour is processing. For the best result try removing the front of the brow after a few minutes for an ombre effect.

Is Stain Hybrid Dye safe for pregnant and breastfeeding women?

Stain Hybrid Dye is not safe for pregnant and breastfeeding women. There is a risk of the chemicals sinking into the skin and potentially entering the bloodstream. If you are pregnant or breastfeeding we recommend consulting with your healthcare professional.

Does Stain Hybrid Dye last longer than Tint?

Yes, however, we always recommend offering both treatments in your brow studio or salon as the client may have a preference or find one or the other better for their skin type and skin.

Does Stain Hybrid Dye last longer than Henna?

Stain Hybrid Dye and Henna both last up to 10 days on the skin, however, Stain lasts up to 6 weeks on the hairs and Henna lasts up to 4 weeks on the hairs. We always recommend offering both treatments in your brow studio or salon as the client may have a preference or find one or the other better for their skin type and skin.

Eyebrow Lamination

What is Brow Lamination?

Lamination is an eyebrow styling treatment that achieves lifted and fuller looking brows with a sleek finish. It uses a three step process that includes perming, fixing and nourishing the brows.

How does the formula work?

In Step 1, the perming solution breaks down the shape of the brow hairs to reform them into the desired angle. In step 2, the hairs get fixated into their new shape. In step 3, the healthy keratin formula nourishes and re-moisturises the brows.

How long do lamination results last?

Brow lamination results can last anywhere from 6 weeks to 8 weeks. It’s important to follow a daily maintenance regime to ensure that the brows stay nourished and well-kept.

What steps are included in the lamination process?

All instructions have been detailed on our Lustre Lamination Pro Kit page.

Are there any recommended aftercare tips for lamination?

For client aftercare recommendations, check our Lustre Lamination Pro Kit description.

What treatments can be paired with lamination?

Lamination is best paired with Brow Tinting. It makes the eyebrows more receptive to colour, resulting in a bold, defined finish. Brow Tint can either be applied between step 2 and 3 of the lamination lamination or 24 hours before or after the process.

Is lamination safe for pregnant and breastfeeding women?

As there are chemicals involved in a brow lamination treatment, we advise you to consult with your doctor for any potential side effects. Brow Code advises against lamination for pregnant and breastfeeding women.

What is the recommended service timing?

Including preparing, styling, and processing, brow lamination can take 15-20 minutes. For detailed processing times, read our Lustre Lamination Pro Kit guide.

Eyebrow Henna

What is henna made of?

Brow Henna treatments are a natural alternative to Brow Tinting. Henna dye is extracted from a plant called Lawsonia Inermis, or simply the Henna tree.

Is Henna durable?

Brow Code Henna can last up to 10 days on the skin and four weeks on the hairs, when applied correctly and maintained post-treatment. It is designed to cast a shadow or create an illusion of depth and fullness in the area.

Is there a recommended procedure to follow?

Visit here for professional advice regarding Brow Henna styling treatments.

What aftercare do I need to follow post henna?

To achieve longevity in Brow Henna, follow our go-to tips for 24-48 hours post treatment:

  • No rubbing, scrubbing or exfoliating
  • Avoid exposure to direct sunlight and heat styling
  • No makeup products to be applied on freshly pigmented brows.
  • No activities that promote moisture on the skin (swimming, sauna, exercise).
  • Do not apply Retin-A, AHA, or exfoliate around the brow area for 72 hours on either side of the treatment.
  • Moisturise the brows daily with a few drops of our Brow Gold Nourishing Growth Oil. 

Can I do lamination and henna in the same service?

We advise against pairing brow lamination and henna treatments together. Lamination causes the hair to become incredibly porous, which causes henna to react extremely fast. Henna requires a long developing time, which means the brow hairs will over process before the stain has a chance to develop. If you would like to offer both services together, we advise completing the process across 2 separate days, which will give the lamination 24 hours to develop before applying the henna.

Is henna safe for pregnant and breastfeeding women?

Although Henna is a naturally derived dye, it may be unsafe for pregnant and breastfeeding women due to a risk of ingredient chemicals seeping into the skin. We recommend consulting with your doctor before using Brow Henna.

What is the recommended service timing?

The total developing time for henna is 15 to 20 minutes. Simply apply the first layer of henna to your brow to create the shape and follow with the second brow. Apply a second layer to each brow and keep the area moist by applying small amounts of henna paste or Rose Water to the brow. Please note that you cannot let the henna dry during this process as it will stop developing and impact your results.

Eyebrow Tint

What is brow tinting?

The process includes application of semi-permanent dye on the brows to enhance their colour and shape and creating a defined look. Brow Code’s tint is made of a richly pigmented formulation that stains both the brow hairs and surrounding skin.

Is brow tint long-lasting?

Our Tint lasts one week on the skiing and three to four weeks on the brows hairs. For long-lasting results, ensure you are following our recommended instructions and aftercare procedures as advised here.

What are your recommended instructions?

Our detailed guide on professional brow tinting can be found on the product page here.

What is the recommended aftercare procedure?

To achieve longevity in results, follow our go-to tips for Brow Tinting aftercare, for 24-48 hours post treatment:

  • No rubbing, scrubbing or exfoliating
  • Avoid exposure to direct sunlight and heat styling
  • No makeup, cleansers or anti-aging products to be used around the brow area.
  • No activities that promote moisture on the skin (swimming, sauna, exercise).
  • Do not apply Retin-A, AHA, or exfoliate around the brow area for 72 hours on either side of the treatment.
  • No self-tanning products to be used for at least three days after tinting the brows.
  • Avoid the temptation to over-touch the brow area after treatment. Touching with hands/fingers can lead to oils entering opening pores and clogging them.
  • Moisturise the brows daily with a few drops of our Brow Gold Nourishing Growth Oil. 

Can I do lamination and tint in the same service?

Yes, brow lamination and tinting procedures are perfectly safe to pair in the same service. Brow Tint should be applied between steps 2 and 3 of the lamination process. You can also tint the brows 24 hours before or after lamination.

Is tint safe for pregnant and breastfeeding women?

Brow Code Tint is safe for use by pregnant and breastfeeding women. However, it is advised to consult your doctor before undergoing any styling treatments.

Eyebrow Waxing

What type of wax does Brow Code offer?

We offer a professional and retail wax: the Professional Design & Define Hot Wax (1KG) and the Microwaveable Brow Wax for upselling to your clients. Both products are hard wax that do not require strips to use.

What are the recommended instructions for Brow Waxing?

We have outlined all the steps required for flawless professional brow waxing on our product page here.

What temperature do I heat the wax to?

The Professional Design & Define Hot Wax can be evenly heated sitting between 3 to 4 on a standard 1L wax warmer.

Permanent Makeup

How many services does one Brow Code Li pigment bottle offer?

For permanent cosmetics, only a tiny amount of pigment is necessary to produce colours. Typically no more than a gram of pigment is doled out per procedure. Each 15ml bottle will pour 30 small pigment caps.

Do the pigments work for any procedure method (manual or machine)?

Yes! Brow Code’s PMU line has been specifically designed to suit all kinds of machine and hand tool procedure methods.

Can I mix Brow Code Li pigments with other brands?

No, we do not recommend mixing different pigment brands with Brow Code Li pigments.

What is the shelf life of the pigment?

If you leave the pigment unopened, the product has a shelf life of three to ten years if kept in the correct storage conditions (please see our recommended storage conditions below). However, once you have opened the pigment, the product must be discarded after 12 months.

What is the best way to store my pigments?

We recommend storing the pigments in temperatures ranging between 5-25°C/41-77°F. To maximise the shelf life of the pigments, the product should always be stored in a cool, dry location, where UV rays are avoided.

Are the pigments vegan?

Yes! The Brow Code Li PMU line is vegan, cruelty-free, and PETA certified.

Are the pigments sterilized?

Yes, our raw pigments are sterilized to ensure the formulation’s quality is preserved.

Do I need to do a patch test?

Yes, we always recommend patch testing before performing any form of brow service. A patch test should be performed a minimum of 7-10 days before introducing pigment into the skin by a qualified individual. If a client does have any form of reaction, discontinue use.

What is each pigment shade’s ingredient list?

The ingredients are listed under the product page of the pigments on the website.

Do the pigments contain nut oils?

Brow Code Li PMU line does not contain nut oils.

Are the Brow Code Li Pigments organic or inorganic?

The Brow Code colours were formulated using both organic and inorganic colorants. The pigments are considered a blend of both; i.e. hybrid.

Are the pigments pre-neutralized?

Yes, the pigments are pre-neutralized. The pigments were specifically developed to avoid the colours aging with different shade bases. If the correct colour is used on the appropriate skin tone, the colour will heal into a lighter and softer version of the shade used.

Do the pigments splatter or pool?

No, they don't. Once the needle begins its reciprocating motion, the pigment flows easily through the cartridge without splattering or pooling which makes it visually easier to see the placement of the colour during the procedure implantation. However, with the use of the hand tool, the formulations were developed to cling to the needle which allows for less dipping during the procedure.

Can these pigments be used on eyebrows, breasts/nipples, and to camouflage scars?

The selection of pigments available in the Brow Code Li Pigment PMU line is focused on the eyebrow area. It offers a limited colour selection for nipple-areola and camouflage.

Heist Brow Soap

How can you use Heist Brow Soap as a professional brow artist?

We have made sure our Brow Soap product is both high-performing and versatile, and is best used for daily maintenance of the brows. Upsell your clients the Brow Soap (on its own) or one of Brow Code's Heist Brow Soap collections, post Lamination, Tint and Henna services in the salon.

What's so special about Heist Brow Soap?

Brow Code has created an innovative Brow Soap, featuring Hyaluronic Acid and nourishing plant extracts. Hyaluronic Acid is a naturally found fluid that moisturises the skin due to its intense water retention properties. All thanks to this unique formulation, the Heist Brow Soap will lift, lock and hold the hairs in a long-lasting finish, while ensuring nourishment in the brows at the same time.

What brow type do you need to use Heist Brow Soap?

Heist Brow Soap is designed to achieve a natural, fluffy look. It will work best for thinner brows that need a fuller appearance, but can be used to lift up any brow shape. For coarser, more stubborn hairs, more Brow Soap product can be used to lock down the brows for a stronger hold.

Is Heist Brow Soap suitable for all skin types?

Our Brow Soap has a gentle, calming effect on the skin due to its gentle ingredients. All skin types from dry to oily to acne-prone are suitable for use of Heist Brow Soap.

What other products can you pair with Heist Brow Soap?

Your clients can use Heist Brow Soap to enhance and uplift the results of Eyebrow Lamination, Eyebrow Tint and Eyebrow Henna.

Rose Water Spray

What can I use this for?

We recommend pairing the Rose Water Spray with Heist Brow Soap when upselling to your clients post service. The pair of brow products are designed to be combined together for flawless application results.

Is the Rose Water Spray sold separately or in a bundle?

Both. For salon upselling, Brow Code’s Rose Water Spray is available as an individual purchase or as part of our Heist Collections 1 and 4. Sign into your trade account and view our salon retail range for all the details.

What is it made of?

Our Heist Rose Water Spray is made of Aqua, Rosa Damascena Flower Water, Citrus Grandis Seed Extract, Glycerin, Sodium Benzoate, and Potassium Sorbate

Alias Brow Lamination Gel

What does the Brow Gel do?

The Alias Brow Gel is great for giving your clients’ brows a quick touch up in the salon, using a simple application wand. You can also upsell this Brow Gel to your clients post service.

How do I use the Brow Gel?

Using a simple one-step application, the gel simply glides over the brows. For in-salon use, Alias Brow Gel is best paired with other brow styling products and treatments, to provide an enhancing lift to the brows. For best results, apply the gel before other makeup (for a laminated finish) and as the last step of makeup (for a natural finish).

How will the brows look after using a Brow Gel?

With the Alias Brow Lamination Gel, you can achieve a subtle everyday brow look, a feathered brow look, and a sleek laminated brow look. You can view the finished looks and how to achieve them on the Alias Lamination Gel product page.

Is the Brow Gel cruelty-free?

Yes! Brow Code’s Lamination Brow Gel is vegan, cruelty-free, synthetic-free and paraben-free. It does not cause any burning or discomfort on the skin or brow hairs.

Creamades Brow Pomade

What's featured in the Creamades Brow Pomade?

The product is a hybrid between a cream and a brow pomade made with a creamy, lightweight texture and rich pigmentation for giving definition to the brows.

Can I use Creamades as part of my professional brow styling treatments?

You can pair this product with traditional eyebrow services like waxing and threading, to complete a clean, crisp and bold look for your clients. It can also be paired with a brow gel, brow soap and brow pencil, depending on the look your client is after.

Can I purchase a Brow Pomade bundle if I have a professional account?

Yes. You can purchase the professional-only Creamades Brow Pomade Collection when you sign in to your Brow Code trade account. The bundle includes all 6 of our offered pomades and 6 bottles of each shade.

Is there a way to test a shade before committing to the entire Creamades collection?

Yes. You can purchase the Creamades Brow Pomade Tester Kit, which includes 1 of each avalable brow pomade shade. This is ideal for testing the colour range with your clients and determining your salon needs.

Imitations Micro Pencil

What shades are available in the Imitations Pencil?

The Imitations Brow Pencil comes in six versatile shades - Light Ash Blonde, Taupe, Warm Medium Brown, Brunette, Deep Dark Brunette, and Granite.

Is the Imitations Pencil available for professional salon styling?

For styling your clients brows, you can purchase the professional-only Imitations Micro Pencil Collection, a complete set for the salon including 36 brow pencils in total.

What is the best-selling shade in the Brow Pencil?

Your brow pencil shade will depend on the skin tone of your client. To find out what shade works best for you and your client, we recommend trying the brow pencil tester kit before making a commitment.

How can I use the Imitations Pencil in my professional brow styling services?

The Brow Pencil is best used to add finishing touches to your clients’ brows after finishing a treatment. You can also include the pencil to your retail line in the salon and upsell to your clients post service.

Brow Gold Oil

How can I use the Brow Gold Oil in my salon?

You should use the Brow Gold Oil as an aftercare product after treating your clients brows. It will help soothe irritation, promote growth and enrich the brow hairs. We also recommend upselling this product in your salon’s retailing space, as it will help your clients nourish their brows at-home, between their professional appointments.

Is it safe to use the oil after Brow Lamination, Tint and Henna?

Yes. It is the perfect aftercare product for all these brow services. After styling treatments, the brows can be left dry and stripped of moisture. Using a drop of Brow Gold Oil will replenish hydration to your clients brows and enhance the results of your brow services.

How much is it to purchase with a Brow Code trade account?

The Brow Gold Oil comes in a 5ml and 30ml quantity. Sign in to your trade account to view product prices.

What's the Gold Oil made of?

The Brow Gold Oil features a mix of five stimulating hair growth oils - Castor Oil, Argan Oil, Rosemary Oil, Sweet Almond Oil, and Geranium Oil.

Do I need to patch test the oil on my clients before applying?

No, this is not necessary as there are no chemicals involved in the ingredients. You can directly apply a drop of oil to your clients eyebrows after styling them and rub in gently to the hairs and skin.

Professional Help

What is your recommended pricing for professional brow styling services?

We do not provide pricing advice simply because your circumstances are likely different from the next person with many varying circumstances. Take into account that Brow Code is a premium product and can naturally invite a higher fee. Combine these factors together and you will be able to determine a price that you are comfortable with for your business.

Training

Do you have training available?

Yes, we have training available for Waxing, Tinting, Lamination, and Henna through our Brow Code Founder, Melanie Marris. This training is designed to teach you the signature Melanie Marris method and enhance your skillset. For all information on training, please click here.

Do you offer face-to-face training?

As Brow Code and Melanie Marris Eyebrow Stylist are primarily online companies, we do not offer face-to-face training. However, you can access online education through Melanie Marris Eyebrow Stylist.

Can I become an educator for Brow Code?

We do not have educators, ambassadors, or promoters for Brow Code.

Do Masterclasses include products?

Products are not included with masterclasses as Brow Code is a separate company. Masterclasses are offered and operated through Melanie Marris Eyebrow Stylist.

Stockists and Distributors

What is the difference between a stockist and a distributor?

A stockist is a professional stylist or salon owner who sells the Brow Code retail range within their salon to their clients. Any stylist who has a registered professional trade account on our website has access to becoming a stockist. Please note that our retail products are only allowed to be sold in salons and not online. Our professional range is not allowed to be stocked and resold.

A distributor is a professional business that works with Brow Code HQ to supply stockists within their country or territory, as well as selling to the consumer market.

How do I become a distributor?

Please email tayla@browcode.com any distributor inquiries. Please be sure to include details of your business, website, and social media handles.

If I run a training academy, do you offer any education discounts?

You can put forth an application to receive education discounts by emailing us your proposal and social media handles and business website.

Which salons near me use Brow Code?

We are so excited that you are interested in Brow Code signature brows! We, unfortunately, do not keep a registry of salons and businesses that use Brow Code, but what we recommend is jumping onto Instagram and searching for local salons in your area. Our Brow Code Fam posts their amazing work and tags us frequently so you will be able to see which salons near you offer Brow Code. You can always reach out and ask them directly too or please join our group ‘Brow Code Fam’ on Facebook and post your question.