Frequently Asked Questions
Do you accept walk-in's?
We are by appointment only. As a small, dedicated team without a full-time receptionist, this allows us to stay fully focused on our clients during their services. It also helps us keep our pricing as accessible as possible without compromising on quality. We recommend booking in advance to secure your spot.
What is the vibe at the Studio?
Lash X Brow Studio offers a relaxed, welcoming, and down-to-earth environment where clients can feel comfortable and at ease. We’re a close-knit team that genuinely loves what we do, and we want every client to feel right at home from the moment they walk in.
Our studio is an open-concept space, and you’ll often find our team and clients chatting, laughing, and joking around together—it’s all part of the experience.
While we take pride in delivering high-quality, professional services, our space is designed to feel friendly, approachable, and never intimidating.
Is your services available to everyone?
Absolutely! Our services are available to everyone, and we are proud to be an inclusive, LGBTQ+ friendly space where all clients are welcomed and respected.
Please note that some services (such as Laser Hair Removal or Permanent Makeup) do have minimum age requirements. If you have any questions, feel free to contact us at 519-802-8679 for more information.
If you have specific pronoun preferences, you are more than welcome to email us prior to your appointment so we can note this in advance, or simply let us know at the time of your appointment. Our team will always do their best to honour your preferences and ensure you feel comfortable and respected throughout your visit.
Are children or pets allowed?
To ensure a safe, clean, and relaxing environment for all clients, we kindly ask that you attend your appointment alone. Young children and pets are not permitted during appointments unless they are required for accessibility or support.
Please note, this is not just a studio policy—it is a requirement set by the local health department. We appreciate your understanding and cooperation in helping us maintain a safe and compliant environment for everyone.
Why do you require a Credit Card on file to book an appointment?
All appointments require a valid credit card on file to secure your booking. Some services may also require a deposit. Appointments—including complimentary consultations—must be canceled or rescheduled at least 48 hours in advance to avoid fees.
This policy is in place due to an increase in last-minute cancellations and no-shows, which often leave gaps in our schedule that cannot be filled on short notice.
These gaps directly impact our ability to cover essential costs such as staff wages and operational expenses, which are necessary to keep our team employed and our services running smoothly.
By having this policy in place, we’re able to better support our team, maintain a reliable booking experience, and keep our services as accessible as possible without compromising on quality.
Why do I see a $1 charge on my card?
You may see a temporary $1 authorization on your card when booking an appointment. This is not a charge, but a pre-authorization used to verify your card. The amount will be automatically released by your bank within a few business days.
Cancellation & Rescheduling Policy
- Appointments may be canceled or rescheduled up to 48 hours in advance with no penalty.
- Cancellations or reschedules made within 48 hours of the scheduled appointment will result in:
- A charge of 50% of the scheduled service cost for appointments booked with a credit card on file, or
- Forfeiture of the deposit paid (if applicable), or
- A $15 fee for free consultations that are late-canceled or missed.
No-Shows & Late Arrivals
- Failure to attend your appointment without 48 hour notice will be treated as a no-show and subject to the applicable fees outlined above.
- If you arrive late, your appointment may need to be shortened, rescheduled, or canceled to respect the schedule and avoid impacting clients booked after you. In cases where we need to reschedule or cancel the appointment due to client's lateness, a fee of up to 50% of the scheduled service cost will be charged for appointments secured with a credit card on file.
Why was my online booking access been restricted?
If you're unable to book online, it may be due to multiple missed appointments, repeated last minute cancellations, or behaviour that does not align with our studio policies. These situations can impact our team and other clients.
As a result, your ability to book an appointment may be removed in order to maintain a safe, respectful and reliable experience for everyone at Lash X Brow Studio.
Payment Options
We accept Visa, Mastercard, Amex, Debit/Interac and Cash.
WE DO NOT ACCEPT E-TRANSFERS
Is HST charged on cash payments?
Yes, HST is applied to all services regardless of the payment method. Pricing is subject to applicable taxes as required.
Refunds & Exchanges
All services are final sale, and we do not offer refunds. However, your satisfaction is important to us. If you have any concerns with your service, please contact us within 24 hours of your appointment so we can review and, if needed, book you in for a correction.
Do you have parking?
Yes! We are located at the Dunsdon Plaza in Brantford and we have tons of free parking.
Do you sell gift cards?
Yes! To purchase a gift card, please call us at 519-802-8679 to ensure someone will be available at the time you’d like to come in. Gift cards must be paid for and picked up in person and are non-refundable.
Do you offer both in-person and online training?
Yes! We offer both in-person and online options to suit different learning styles, schedules, and goals.
Our in-person trainings provide hands-on, guided experience with direct feedback, while our online courses offer the flexibility to learn at your own paced from anywhere around the world.
Both options are designed to give you the knowledge, technique, and support needed to succeed.
Should I choose in-person or online training?
Both options deliver a high-quality education, the best choice comes down to how you learn best.
In-person training is ideal if you prefer hands-on guidance, immediate feedback, and a more immersive experience where you can ask questions in real time and gain confidence quickly.
Online training is perfect if you need flexibility, want to learn at your own pace, or are balancing a busy schedule. You’ll have the ability to revisit lessons as often as needed while building your skills over time.
If you’re unsure which option is right for you, we’re happy to help guide you based on your goals and experience level, just reach out to our team at info@lashxbrowstudio.com
How do I access my online course for the first time?
Immediately after purchasing your course, you will receive an automatic email from Thinkific, the platform we use to host our online trainings.
This email will include your personalized link to access your course, where you’ll be able to set up your password and log in for the first time.
If you don’t see the email in your inbox shortly after purchase, please be sure to check your junk or spam folder, as it may occasionally be filtered there.
How long do I have access to my online course?
You will receive lifetime access to to your online course. This allows you to revisit the material at any time, whether you're refreshing your knowledge, refining your technique, or learning at your own pace.
You’ll also receive access to any future updates added to the course, so you can continue to grow your skills and stay up to date as techniques evolve.
Do I need experience to enrol?
No experience is required for our beginner courses. Our trainings are designed to take you from little to no experience to confidently performing services with the proper technique and knowledge.
Our Beginner Courses:
- The Ultimate Online Lash Training Bundle
- Master Lash Course (In-person or online)
- Classic Lash Training (In-person or online)
- Lash Lift & Tint Training (In-person or online)
- AirBrush Brows Course (online only)
- 3-in-1 Brow Course (in-person only)
- Mini Brow Lamination Course (in-person only)
For advanced courses, we do recommend prior certification or experience in the service.
Our Advanced Courses are:
- Volume Lash Extensions (in-person or online)
- Wet Lash Technique and Advanced Styling (in-person or online)
What is the difference between Beginner & Advanced courses?
Our beginner courses are designed to teach you the fundamentals, including theory, safety, application techniques, and client care.
Our advanced courses are ideal for artists who are already certified and looking to refine their skills, improve retention, learn advanced styling, and elevate their overall technique.
Will I receive a Certificate?
Yes! All of our courses include certification upon successful completion. This recognizes that you have completed the training and have demonstrated an understanding of the techniques taught.
Your certificate can be used as proof of training when applying for insurance or providing verification of certification to future employers.
How do I book in-person training?
To book in-person training, please email us at info@lashxbrowstudio.com. Our team will guide you through available dates, course options, and next steps to secure your spot.
Is in-person training private or group-based?
We primarily offer 1-on-1 training to ensure you receive personalized attention and hands-on guidance throughout your course.
If you would like to train with a friend, we are happy to accommodate small group bookings upon request.
Do you travel to other salons or studios for training?
Yes, we do offer travel for in-person training at other salon or studio locations. A minimum of 3 students is required for us to accommodate travel bookings.
Please email us at info@lashxbrowstudio.com for more details, availability, and pricing.
Is a deposit required to book in-person training?
Yes, a non-refundable deposit is required to secure your spot in any in-person training. Due to limited availability and high demand this ensures your seat is reserved and allows us to properly prepare for your training date.
The remaining balance is due prior to or on the day of your training.
Will I be able to take clients after the course?
Yes—with practice, you absolutely can be.
Our courses are designed to give you the knowledge, technique, and confidence needed to begin working on clients. However, for some of our courses, we strongly recommend practicing on models first to help refine your technique, improve speed, and build confidence before taking on paying clients.
Like any skill, confidence grows with practice—and we’re here to support you every step of the way. With ongoing mentorship and guidance, many of our students begin taking clients shortly after completing their training and continue to grow from there.
What happens after I complete my training?
Our support doesn’t end when your training does - it’s just the beginning.
After completing your course, you’ll receive ongoing support and mentorship as you continue to practice and grow. Whether you have questions, need guidance, or want feedback on your work, our team is here to support you every step of the way.
Our goal is not only to certify you, but to help you feel confident, capable, and fully prepared to start taking clients and building your business.
Many of our students begin taking clients shortly after completing their training, and we’re here to guide you through that transition.
Do you offer local pickup?
Yes, we offer local pickup from our studio in Brantford. You will be notified by email when your order is ready for pickup.
Once you receive the email, please call or text us so we can arrange a pickup time at 519-802-8679 before heading to the studio as our hours vary each day.
We are located at the Dunsdon Plaza. Address of pickup location is 241 Dunsdon Street, Brantford ON. All orders must be picked up within 5 business days from date of purchase.
How long does it take to process my order?
All orders placed before 12pm EST will be processed same day Monday to Friday. All orders placed after 12pm EST will be processed the following business day. This excludes weekends and holidays.
Please note that processing times may vary during high-volume periods.
Shipping Carriers and Tracking Delivery
All orders shipped to a Canadian or US address using our free shipping option are sent via Canada Post Standard Shipping.
At checkout, customers will also have the option to select Canada Post, Purolator, or USPS for their preferred paid shipping method.
A tracking number will be sent to the email address used at checkout. It is the purchaser’s responsibility to ensure that all shipping and contact information is entered correctly. Lash X Brow Studio is not responsible for any lost, stolen, or misplaced packages once an order has been shipped.
Please note that if any packages are returned to us as undeliverable (e.g., incorrect or incomplete address), we will refund the cost of the products minus a 20% restocking fee as well as the cost of shipping.
Please note that processing times may vary during high-volume periods.
Refund & Exchange Policy
Refunds or Exchanges:
For Our Products – Due to the nature of the products being sold, there are no refunds or exchanges. All sales are final.
Please inspect your order upon arrival and contact us within 1 day of receiving your package, to notify us if the item is defective, damaged or you received the wrong item. All items need to be returned within 14 days of receipt and you will be responsible for the shipping charges unless the return was a result of our error (ex: wrong item sent). Items must be returned unopened and in the same condition they were sent (in the original packaging). Please do not send us the item until you have contacted Lash X Brow Studio and have been asked to return the item.
Email: info@lashxbrowstudio.com
Courses – All sales are final as students are provided with immediate access to the course and its contents after purchase.
Returning Items
Return Address – Lash X Brow Studio, 241 Dunsdon Street, Unit 111, Brantford ON N3R 7C3.
You will receive an email to notify you that we have received your returned item as well as confirmation that your payment (full or partial) was refunded. All refunds will be applied to the original method of payment. Please note that it can take 3-5 business days for you to see the credit. After this time, if you haven’t received your refund, please contact your bank or credit card provider.