FAQ's

Shipping

How long will it take to receive my delivery?

All Brow Code orders are shipped from our Australia warehouse. We ask that you allow up to 10 business days for delivery.

How are your delivery fees calculated?

Delivery fees vary in price depending on your location and the weight of your order. A final shipping fee will be calculated at checkout once the products have been added to your cart and your address has been placed into the required fields.

Do you deliver to PO Boxes, HC Boxes, and Parcel Lockers?

We do not deliver to PO Boxes, HC Boxes, and Parcel Lockers. Please ensure you use a business address or home address for us to deliver to when placing your order.

My product is missing in transit, how do I locate it?

If your package goes missing in transit, please contact the courier first to look for your package. If unsuccessful, request a reference number and provide us with that reference number. We will explore all channels to locate your order. Please note that we do not consider items “missing” unless your tracker has not updated the tracking information in 10 days or it has been 21 days since shipment.

When will my order ship?

After your order has been processed, please allow 1 to 3 business days for your package to be dispatched from our warehouse. The time it takes for your order to be dispatched may slightly alter during sale periods.

I am having problems tracking my order?

Carriers generally take 1 to 2 business days to register your updated shipment status. If your tracking number still isn’t working, please reach out to the Brow Code Netherlands support team at hello@browcode.com

Orders

How do I place an order?

To place an order please ensure you are logged into a professional or retail account and then you may shop. Click on the cart button when you are ready to finalise your purchase. Follow the 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.

How do I change the delivery address for my order?

If you wish to change the delivery address for an order, please email hello@browcode.com with your full name, email address, and order number. We are unable to edit orders that have already been fulfilled, so we suggest reading your address details thoroughly to ensure all information is correct.

How do I edit my order?

If you wish to make edits to an order, please email hello@browcode.com with your full name, email address, and order number. Please note, we cannot edit orders that have already been fulfilled.

How do I cancel my order?

If you would like to cancel your order, please email hello@browcode.com as soon as possible with your full name, email address, and order number. Please note, we are only able to cancel an order if it hasn’t been fulfilled and dispatched from our warehouse.

Returns, Refunds and Replacements

My order is damaged, what do I do?

We’re so sorry your order arrived damaged, faulty or broken. Please email support@browcode.com within 2 weeks of receiving your order with your full name, order number, and clear photos of the conditions of your parcel and/or products. Our support team will inspect the damaged package so they can assist you further.

How do I place a return?

If you wish to return an item please email support@browcode.com within 2 weeks of receiving your order with your order number and your reason for return or refund for approval.

What should I do if I receive the wrong product?

If you receive the wrong product in your order, please email support@browcode.com within 2 weeks of receiving your order with your full name and order number.

Account

Billing

What forms of payment does Brow Code accept?

We accept all major credit and debit cards worldwide. Amex. AfterPay, PayPal, and Splitit are also available.

Why was my card declined?

If you’re having trouble with payment, please ensure that you are using one of our accepted payment methods and that you have sufficient funds on your card. If you’re still having problems processing the payment, please contact 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.

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.

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.

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.

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.

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.

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.

Eyebrow Lamination

What is lamination?

Brow Lamination is designed to straighten the brow hairs, resulting in full, lifted, and fluffy brows. Simply follow the 3 step process to get all your brow hairs to stand in your desired direction. We recommend pairing lamination with tint to achieve bold and enhanced results.

How does lamination work?

When Step 1 (Brow Perming Solution) is applied, the chemical process breaks down the bonds within each hair, allowing them to morph and move into a new shape. When Step 2 (Brow Fixing Solution) is applied, the hair bond remodels into a new shape. Step 3 (Brow Keratin) is applied at the end of the treatment to restore moisture back into the brows and skin.

How long does lamination last?

If you follow the correct aftercare, the results will last between 6 to 8 weeks. We recommend applying Brow Gold Oil to the brows every day to restore moisture back into the brows. For maintenance, your laminated brows will need to be styled every morning by brushing and setting the hairs in place.

Do you have instructions available?

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

What is the aftercare for lamination?

By following the correct aftercare, you can achieve longer-lasting results. We’ve compiled a list of our go-to aftercare tips, which should be followed for 24 to 48 hours post-treatment:

  • Keep brows completely dry.
  • Use Brow Gold Nourishing Growth Oil daily to keep the brows nourished and hydrated.
  • Do not apply make-up or undertake further eye treatments.
  • Avoid swimming, saunas, and working out. Any excess moisture can cause a slight curl or frizz to the brow hair.
  • Do not allow prolonged exposure to direct sunlight or heat.
  • 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 should be used on the face for one week prior and 48 hours after treatment.

Can I do lamination and tint in the same service?

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

Is lamination safe for pregnant and breastfeeding women?

Lamination 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.

What is the recommended service timing?

Step 1 and Step 2 of the lamination process should be kept on the brows for 5 to 8 minutes (no longer than 9 minutes). Step 3 can be removed from the brows 2 hours after treatment. After removing Step 3 from the brows, we suggest applying Brow Gold Nourishing Growth Oil.

Eyebrow Henna

What is henna?

Henna is a more natural approach to brow tinting. Henna is a natural dye made from a plant known as hina or the henna tree. The purpose of this is to cast a shadow or create an illusion of depth and fullness in the area.

How long does henna last?

If you follow the correct aftercare, Brow Code Henna lasts up to 10 days on the skin and up to 4 weeks on the hairs. Please follow all instructions and aftercare correctly to achieve this longevity.

Do you have instructions available?

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

What is the correct aftercare for henna?

By following the correct aftercare, you can achieve longer-lasting henna results. We’ve compiled a list of our go-to aftercare tips, which should be followed for 24 to 48 hours post-treatment:

  • Do not rub the treated area.
  • Avoid heat treatments.
  • Do not apply brow makeup.
  • Avoid sunbathing and sun exposure.
  • Avoid swimming, saunas, and sweating.
  • Do not exfoliate the brow area as this will cause the Henna to fade quicker.
  • Exposure to the sun and UV lights for long periods will cause the henna to fade quicker.
  • Apply Brow Code Brow Growth Oil daily to keep brows nourished and healthy.
  • Do not apply Retin-A, AHA, or exfoliate around the brow area for 72 hours on either side of the treatment.

Can I do lamination and henna in the same service?

We do not recommend pairing lamination and henna 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?

Henna 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.

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 tint?

Eyebrow tinting is the process of applying semi-permanent dye to enhance, shape, and define your brows. Our richly pigmented tint range stains the skin as well as the brow hairs.

How long does tint last?

Brow Code Tint lasts up to 7 days on the skin and up to 3 to 4 weeks on the brow hairs. Please follow all instructions and aftercare correctly to achieve this longevity.

Do you have instructions available?

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

What is the before and aftercare for tint?

By following the correct aftercare, you can achieve longer-lasting tint results. We’ve compiled a list of our go-to aftercare tips, which should be followed for 24 to 48 hours post-treatment:

  • Avoid using makeup and facial cleansers around the brow area.
  • Avoid prolonged exposure to direct sunlight, the use of sunbeds, saunas, steam rooms, and swimming pools.
  • Avoid exfoliating and using anti-aging products around the brow area.
  • Avoid using any self-tanning products on the face for around two-three days on either side of the treatment.
  • 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.

Can I do lamination and tint in the same service?

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

Is tint safe for pregnant and breastfeeding women?

Yes, our tint is safe for pregnant and breastfeeding women. However, we always recommend consulting with your healthcare professional first.

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. Both products are hard wax and do not require any strips.

Do you have instructions available?

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

What temperature do I heat my wax?

The Professional Design & Define Hot Wax can be evenly heated sitting between 3 to 4 on a standard 1L wax warmer. The Microwaveable Brow Wax generally takes 80 seconds to heat up, however, please note that this will vary depending on the microwave's wattage.

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.

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.