Frequently Asked Questions

Eyelash Extensions

How do I build my clientele?

To begin with, its good to build your confidence, technique and speed on friends and family. This way you will also get lots of pictures to market yourself on social media. Then as word of mouth starts to spread your clientele will start to build. You can also use introductory offers, or giveaways to entice people in. Read our blog on ways to grow your clientele here.

Can anyone offer eyelash extensions?

Eyelash extensions should only be applied by trained professionals. Make sure that your technician is certified by an accredited training academy and has the correct insurance to cover the treatment.

Will eyelash extensions damage my natural lashes?

No, eyelash extensions that have been applied properly will not damage your natural lashes. If they feel uncomfortable it is important that you never remove the lashes yourself, and you go to a trained professional to get them removed. It is also just as important NOT to pick or pull the extensions, as this will cause damage to your natural lashes.


Lash Lift

What is a lash lift?

A lash lift is a treatment which resets your natural lashes in a new, upright position. The natural lashes will then stay in this new position for 6-8 weeks.

How many treatments can I get out of 1 sachet?

You can usually get around 2-3 treatments out of each sachet. After use, cover the hole with some microfibre tape, write on the date, and store in an airtight container. This can then be used for a further 24 hours on clients and 7 days as a patch test.

How do I patch test for a lash lift?

Patch tests are required for each client when using our lash lifting products. To do so, using a cotton bud or microfibre stick, apply a small amount of step 1 and the tint you will be using to the inner elbow area. We recommend applying each product to different arms so that if a reaction does occur, you know which product your client is reacting to. This will need to be done at least 24-48 hours before the treatment.

Can a lash lift be done on someone that is pregnant or breastfeeding?

No, we strongly recommend against offering lash lifts to people that are pregnant or breastfeeding. Due to the change in hormones at this time, they can be a lot more susceptible to reactions at any stage which makes this treatment unsafe. Especially as pregnant people cannot take certain medications if a reaction occurs. Although this hasn’t been proven, there is just not enough research into the topic and so it is just better to be safe and avoid performing a lash lift on pregnant or breastfeeding clients.

Can anyone offer lash lifts?

Lash lifts should only be applied by trained professionals. Make sure that your technician is certified by an accredited training academy and has the correct insurance to cover the treatment.

My lash lift didn’t work – why could this be?

There could be a number of reasons as to why the lash lift didn’t work, or if the lashes weren’t lifted enough.

Have you used the correct size shield? If your shield is too big for the natural lashes, then a lift will not be as apparent than if you were to use a smaller shield.

Did you ‘flip the lid’ when pulling the lashes back onto the shield? Make sure you don’t pull the lashes too far back onto the shield, as this can cause the waterline to flip, meaning that when the shields are removed and the lashes are released, the lift wont be as good as expected.

Did you leave the product on for long enough? This one is really hard to gauge, but if you didn’t get a lift, then it may mean that the product needed to stay on for another minute or 2. You can reapply the product at this stage for another 1-2 minutes, but ONLY if the eyelashes are healthy. Otherwise, you will need to wait 6-8 weeks to repeat the treatment.

I have overprocessed a lash lift – what do I do now?

Overprocessing happens if you leave the product on the lashes for longer than the condition of the lashes can take. Always make sure to err on the side of caution and reduce your timings for newer clients. If you feel that the treatment could have used another minute or 2, jot it down for the next appointment. Over processing also happens from the product being applied too high up the natural lash, as the lash tapers towards the tips making it thinner.

Over processed lashes cannot be relaxed until the condition of the lashes improve.

The lashes have really over curled during a lash lift – what should I do?

Lashes that have been over curled usually come from when the product has been placed too far up the lashes. You do not want to go more than 1/2 - 1/3 of the way up the length of the lash depending on the desired lift. It can also happen from using a shield that is too small for the length of the lashes.

This can be fixed by relaxing the lift. This process can only be done with lashes that are in a good enough condition to process again.

How do I relax/reverse a lash lift?

Without using shields, brush the solution 1 in a downwards motion (avoiding the tips of the lashes) and let it process for 1-2 minutes. When finished, wipe off the solution and then do the same again with step 2, leaving on for no more than 1 minute. You can then proceed to apply step 3 to hydrate the lashes. This will partly reverse the lift and so should relax the lashes down.


Henna Brows

How do I patch test henna?

Mix a small amount of henna up and apply a small dot to the inside crease of your clients’ elbow. After 20 minutes, this can be wiped off and the stain will remain. If there is any itchiness or discomfort in the area, then this is a reaction, and the treatment cannot go ahead.

How long should the henna sit on the skin before removal?

Ideally you want to leave the henna on for the entire processing time (15-20 minutes) to get the full effect of the colour. It can be applied for less time to obtain a lighter colour, however this will mean that the colour won’t last as long on the skin. Also, if you take the colour off too early, it can sometimes leave a greenish-yellowish glow.

I left the henna on for 15 minutes but there was no stain on the skin – why?

If the area wasn’t properly cleaned and prepped, then the oils on the skin can stop the henna from soaking into the skin. It is really important that you remove all traces of makeup and properly prep the skin with the Skin Prep Lotion to ensure all oils are removed. Make sure the brows are dried before applying the henna, if the skin is still wet the henna won’t soak in as well. When applying the henna, make sure you move the brush in both directions so that the hair and skin is properly saturated in the henna.

I used Honey on a blonde client and it came out really dark – why?

Lighter, finer hairs absorb colour a lot faster than coarser darker hairs, and it’s important to keep this in mind when choosing the colour and processing time for your client. When treating a fair client, check the results after 5 minutes by removing a small part of the henna with a cotton bud. It may be that the hairs are darkened, but the skin is not and, in this case, we recommend removing the henna to ensure the hair does not go too dark.

Fair clients need to be made aware that it may not tint the skin if the henna takes too well on the hair and it has to be removed earlier than the 15 minutes advised.

What are the white balls in the Henna powder?

These balls are ‘gum’ which ensures the henna binds to the water. To ensure the henna mixes well, mix the powder with hot/warm water and leave it to stand for 5-10 minutes. Use your brush to crush the balls against the side of the dish if they are still not dissolved. The balls will not affect the results should they not dissolve.

My clients’ brows have ended up with a red tinge during a henna treatment– why?

If your client used self-tanning products in the area before the treatment or got a spray tan then this can cause the henna to come out a reddish colour. Advise your client to avoid using any type of tan for 2 weeks before the henna treatment to prevent this reaction from occurring.

Can my Dyotics Brow Henna be out of date?

Yes, your henna will last for 8 months after opening. If you use the powder after this date, there is a chance that it will not work as well.

I have used a shade that’s too light for my client – what can I do?

When you are applying the henna, we recommend removing a small section of the henna before removing all of it to check it has developed to the right colour for your client. If it is too light, then you can apply a second layer over the top to make the brows darker.

Before you start, use the colour chart on our website here to determine which colour will work best for your client.

Remember you can also mix the different shades to obtain the perfect colour for your client.

After removing the henna, the brows look green – why?

Pure henna is green. If you start using the henna mix too soon, before the colour and solution develops then you will see a green glow. Make sure to mix it with hot/warm water and leave the solution to sit for 5-10 minutes before you start using it on the skin.

If you still notice the brows have a slight green-yellow tint to them after removing the henna, know that by the time your client gets home the green tinge will have gone.

How long will henna last on my clients?

The henna will lastfor 5 to 6 weeks on the hair and will give a tattoo effect on the skin for up to 14 days.

Why are my clients’ brows fading faster than stated?

Water and sweat will cause them to fade faster. If they go to the gym a lot, make sure to manage their expectations prior to the treatment. They need to be aware that they need to keep their brows dry for 12-24 hours after the treatment, and even after then, no scrubs or peels can be used on the brow area.

If the client has particularly oily skin, this can also cause the henna tint to fade quicker.

It could also be down to something you may have done in the treatment, so make sure that you have checked all the following too;

  • The skin was still moist from the pre-cleansing.
  • The henna was applied too thinly, so that the skin wasn’t completely covered under the brow hairs.
  • The skin was not properly prepped and cleansed.
  • The colour of henna was too light for the client’s skin.
  • The client has minimal brow hairs and as the tint lasts less time on the skin it will fade quicker than if there was hair there.

Could my clients skin be too oily for henna brows?

Yes, this is possible. If their skin is too oily, then the henna will not absorb properly into the skin or hair. In this case regular tint could be the better option for this client.

Can I tint my clients brows with henna after they have been laminated?

No, you will need to wait 20 days before or after a lamination to tint with henna. This is because both treatments are very drying for the hairs and so can cause breakages. If you want to tint at the same time as lamination, a standard eyebrow tint or hybrid tint can be used.

Can I use henna on pregnant or breastfeeding clients?

No, this treatment is not suitable for pregnant or breastfeeding clients. Due to the change in hormones at this time, they can be a lot more susceptible to reactions at any stage which makes this treatment unsafe. Especially as pregnant people cannot take many antihistamines/antibiotics to combat any reactions that occur.

What is the aftercare for Dyotics Henna?

Make sure you explain the aftercare to each of your clients post treatment, and get them to sign that they have received this on their client record form. The aftercare advice is as follows;

  • Do not get the eyebrow area wet for the first 24 hours.
  • No intense activity that can cause sweating for 24 hours. If they regularly do this after this date then advise your client that the brows may fade quicker.
  • Do not apply any makeup in the region in the first 24 hours.
  • Use as little cleaning products as possible after this point, no scrubs or peels though.
  • Try not to apply lots of cream to the area.
  • Limit sun/sunbed exposure, especially in the first 24 hours– this will cause the colour to fade faster and can trigger an allergy.


Eyelash Adhesives & Glues

I am an eyelash technician – how do I know what glue to choose?

Finding the right glue for you is a very personal thing… what may be perfect for someone else might not work as well for you. There are a lot of factors that come in to choosing the best glue for you. Take a look at our blog here to find out what glue will work best for you.

I am not a trained eyelash technician – what glue should I use for strip lashes?

Our 7g or 2g Strip lash glue is the best option to use in combination with our standard strip lashes. It is a white adhesive that dries clear. It is super strong and water resistant so will ensure your lashes don’t budge all day.

I love your PF PRO Enhance lashes – what glue works best for these clusters?

We recommend using our PF PRO Bond or PF PRO Plus Clear glue for the 7-day clusters. You apply the glue like a mascara, coating the lashes but focusing it at the base. The PRO Enhance lashes can then be applied to your natural lashes underneath, giving them a seamless application. These glues in combination with the PF PRO Enhance lashes will last up to 7 days.



I have ordered the wrong thing – can I return it?

Yes, you can return any unused products within 14 days of receiving them. Make sure they are in their original packaging, unused and in a re-saleable condition. You can download a returns form here.


Delivery & Shipping

How long will my order take to arrive?

If your order was under £40 and you selected Royal Mail Standard (5-7 working days) then your parcel will be delivered via Royal Mail First Class and will take up to 7 working days to arrive (weekends not included).

If your order was over £40 and you selected Royal Mail Standard (5-7 working days) then your parcel will be delivered via Royal Mail Signed for and will take up to 7 working days to arrive (weekends not included). You will most likely need to be home to sign for the parcel, and tracking will only be available once delivery is attempted.

If your order was over £99, or you paid for Next Day Delivery, then your parcel will be delivered by DHL and will arrive the following working day (but please allow up to 48 hours for it to arrive) anytime between 8am – 8pm. You will likely need to be home to sign for the parcel, but tracking will be emailed to you at the point of despatch.

If you wish your order to be sent via Royal Mail Next day delivery (delivery before 1pm), instead of DHL, then please contact us directly by calling 01245 475912 before the post cut off at 3.30pm.

Orders must be placed before 3.30pm to be despatched on the same day. Or before 11am on a Saturday.

My order hasn’t arrived yet, where is it?

If your order was placed via next day delivery, or your order was over £199, please take a look at the tracking link that would have been sent to you via email upon dispatch. You may need to check your Spam folder.

If your order was under £199 and placed via standard delivery, please allow up 7 working days before contacting us. If you still haven’t received your order after this date, then please do contact us directly by calling us on 01245 475912.



How do I return products?

Print and fill in this form, filling out your invoice number, name, address and reason for return. Also make sure to note whether you would like a refund or to exchange the product. Make sure you include the copy of your original invoice too.

Repack the order in strong packaging to avoid damage during transit. All returned items should be sent via recorded delivery to:
Units 6 & 8 The Bringey
Church Street
Great Baddow

You will however be responsible for the costs of returning the goods to us, unless there was an error on our side or the item is faulty. We also advise you to keep your proof of postage, as we cannot be held responsible for any packages that are damaged or lost in transit. You will then receive your refund within 7 working days of us receiving the parcel and checking it over.


Affiliate Trainers

Do you do student kits for training academies?

Yes, we can offer training kits to training schools, colleges, or academies no matter the size. We have a range of different kits to choose from, or alternatively you can create your own customised kit by choosing from over 1000 products. This kit will be completely bespoke to your academy, and only available to your training school. Each kit will also include a 15% discount code for your students to use for the first 3 months of their journey.

What does becoming an affiliate trainer entail?

In becoming a Pinkfishes affiliated training school, you will gain access to completely customised bespoke training kits. You will also be listed on our website so that people looking to train with Pinkfishes products can get in touch with you directly to book onto your courses, as well as being marketed across our social media platform. All you would need to do is use our kits within your training courses, and you will access all of these benefits, along with a discounted kit (on top of the already discounted kit prices)!

How do I become an affiliate trainer?

Simply fill in this form, filling out your business name, address and contact details, and your kit selections whether it is a pre-made kit, or let us know exactly what you want in your customised kit, and then we can get back to you with a customised quote. Or get in touch for more details by calling us on 01245 475912, or emailing us at


Brand Ambassadors

How can I become a Brand Ambassador?

It is super easy to apply to become a Pinkfishes Brand Ambassador. Simply fill in this form telling us why you would make the perfect Ambassador for our brand and what makes you stand out from other lash techs. 

What does being a Brand Ambassador mean?

Pinkfishes Brand Ambassadors are advocates for our brand. They support and promote the brand to others and create content using our products. In exchange Brand Ambassadors receive exclusive perks including discounted prices for Pinkfishes products, PR packages with NEW Pinkfishes products to try, monthly chances to win a Pinkfishes voucher, potential invites to various events and more!

Do I have to have a certain amount of followers to be a brand ambassador?

No, there are many different ways to promote our brand without social media followers, simply let us know the other ways you plan to promote our brand. 

I’d love to collaborate with your brand, how can I get in touch?

We are always looking to collaborate with others whether it is through PR, Giveaways etc. All you need to do is fill in this form and one of our marketing team will be in touch. 


Pro-made/Pre-made Fans

What is the difference between pro and pre-made fans?

Pre-made fans are created via heat bonding, whereas pro-made fans are glue bonded. Pro-made fans are created to mimic hand-made Russian fans to give a softer, fluffier look. Pro-made fans come in boxes of 500 fans (800 if mixed box) and they all come loose. They are available in 6D or 9D fans in a C and D curl. Pre-made fans come in a box on the strip and can be purchased in 3D, 4D, 5D, 8D, 10D, 12D, 14D and 16D. They both allow for quicker treatment times, however pro-made fans will work out more cost effective, at only 3p per fan.

My retention isn’t as good when using pre or pro-made fans – is it something I am doing wrong?

Due to the nature of pre and pro-made fans, you will need to use a bit more glue than usual to ensure a good bond between the fan and the natural lash. We recommend applying the pre-fanned lashes to the top or bottom of the natural lash, and pro-made lashes to the bottom or side of the natural lash to get the best retention. 


Berry Bond

What can I use Berry Bond for?

Berry bond can be used throughout a Brow Lamination or Lash lift treatment to hold the hairs in place throughout step 1 and 2. It can also be used as a daily brow ‘soap’ to give you that everyday laminated look without having to have the treatment. It contains lots of nourishing ingredients like Aloe Vera and Jojoba oil, which leaves the hair feeling lovely and nourished. Its also great to use in between lamination treatments to rehydrate the brow hairs. Please note: Berry Bond will act as a slight barrier when using on a Lash Lift or Brow Lamination, so you may need to adjust your timings accordingly to account for this.

The lashes keep lifting off of the shield halfway through the lash lift treatment – what do I do?

As Berry Bond is a glue imitator, it isn’t as strong as our original Lash Bonding Serum. So if your client has particularly strong natural lashes, you may find that they aren’t held in place as well. In this case, you can still make use of the berry bond to speed up the application of lashes to the shield, and then apply a thin layer of bonding serum over the top to secure the lashes in place. This will still really reduce your treatment time and nourish the lashes throughout the treatment. You can also get shield covers to hold the hairs in place.

If you find the lashes do slightly lift after removing step 1 or 2, ensure the lashes are fully dry from all product and reapply the balm. If you apply a thin layer of the bonding serum beforehand however, you shouldn’t need to do this. You can alternatively use a bit of tape on the ends of the lashes (where the product isn’t being applied) to hold the tips of the natural lashes in place. Or you could even use clingfilm to hold the lashes in place – however you do need to be mindful of your timings when you do this. Clingfilm holds all of the heat in and so as a result the product will work a lot better and quicker – so be mindful of this when looking at your timings as you may need to reduce them slightly to prevent over processing. Though it is also baring in mind that the berry balm also acts as a slight barrier to the lashes, so you would need to increase the timings slightly when using the berry bond anyway.


Elite Tweezers

I dropped my elite tweezer, how do I get one of my 2 free replacements?

If you drop your elite tweezers or damage them within your 6 months warranty, please return your tweezers to us via the original method of purchase (either via post or in store). Please ensure you include your name, order number and date of purchase, and contact details when returning the tweezers to us. Send them via recorded delivery to:
Units 6 & 8 The Bringey
Church Street
Great Baddow

Damaged tweezers will need to be sent back to Pinkfishes at the cost of the customer. A replacement will be sent out to the original delivery address as soon as the damaged tweezer is received by us. We recommend sending the tweezer via recorded delivery, and we also advise you to keep your proof of postage, as we cannot be held responsible for any packages that are damaged or lost in transit.