Your FAQ, Answered.
We get down and clean on all our community’s most-asked questions about our Product Customization.
General
What is Sydney Factory?
Sydney Factory is the production and innovation hub behind the Sydney Cosmetics brand — a professional-grade cosmetics manufacturer specializing in eyelash and skincare products.
We are not a trading company. We own and operate our own factory, which means:
✅ We control every step of production
✅ We maintain strict quality standards
✅ We offer competitive pricing with no middleman markup
✅ We support OBM (Original Brand Manufacturing) and private label services
With years of industry experience, our team combines modern formulation science with global market insights, delivering high-quality, vegan-friendly, and performance-driven beauty products — from lash extension glue to cleansing mousse, lash lift kits, and more.
Whether you're a salon owner, lash artist, skincare retailer, or beauty entrepreneur, Sydney Factory is your reliable source for innovative formulas, fast delivery, and honest service.
How long does it take to process and ship my order?
We schedule production within 1 business day after the order is confirmed (excluding weekends and public holidays). Processing times may vary depending on the order quantity and product type. Once your order is ready, you will receive a confirmation email with a tracking number.
Do you ship internationally?
Yes, we offer worldwide shipping. You can select your country and shipping address at checkout, and the system will calculate the shipping fee and options accordingly. Please note that delivery to some remote areas may take longer.
Can I modify or cancel my order?
If your order has not yet entered production, we’ll do our best to modify or cancel it. Please contact our customer service team via email or WhatsApp as soon as possible.
⚠️ Once the order is in production or has been shipped, we are unable to make changes or cancellations.
Products
Is your facial cleansing mousse suitable for all skin types?
Yes! Our cleansing mousse features a gentle amino acid-based formula, pH-balanced and free of harsh surfactants. It’s suitable for sensitive, dry, and oily skin alike. If you have extremely reactive skin, we recommend patch testing first.
Are your lash extension glues beginner-friendly?
We offer a variety of lash glues with different drying times and viscosities. Some fast-drying glues are better suited for experienced lash artists. Beginners may prefer medium-dry glues for better control. Feel free to contact us for a personalized recommendation.
What precautions should I take when using lash glue?
Store in a cool, dry place away from direct sunlight.
Seal the cap tightly after each use to prevent oxidation.
Shake well before use and dispense fresh drops regularly.
Work in a well-ventilated space and wear a mask if necessary.
Are your products vegan and cruelty-free?
Yes! All of our products are 100% vegan and cruelty-free. We do not test on animals, and we ensure that our ingredients and formulas are ethically sourced and safe for both professionals and clients.
Can I use your products during pregnancy?
Our skincare products like the cleansing mousse use mild formulas generally considered safe. However, as every pregnancy is different, we strongly recommend consulting your doctor before using any lash or chemical products.
I have a history of skin allergies. Are your products safe for me?
We list full ingredient information on every product page. If you are allergic to certain ingredients (e.g., fragrance, alcohol, or specific plant extracts), please review the list carefully. We also recommend doing a patch test before full use.
How long does the effect of the lash lift last?
Typically, a lash lift lasts 6–8 weeks, depending on your natural lash growth cycle and aftercare. Avoiding oil-based products and excessive rubbing can help prolong the result.
What ingredients are used in your lash lift products?
Our formulas are thioglycolate-free and sodium bromate-free, making them safer and more suitable for sensitive eyes. We use gentle alternatives such as L-Cysteine and nourishing ingredients like panthenol and plant extracts to condition the lashes during treatment.
Is your cleansing mousse safe to use on lash extensions?
Yes! Our cleansing mousse is oil-free and lash extension safe, making it perfect for pre-treatment lash cleansing or daily eye and face cleaning without breaking down lash glue.
Can I use the lash glue for both classic and volume lash extensions?
Most of our lash glues are multi-purpose, but we also offer specific formulas optimized for either classic or volume techniques. If you're unsure, feel free to ask us for recommendations based on your lashing style and experience level.
Your order
Can I change or cancel my order?
If you want to change or cancel your order, please email hello@sydneyfactory.com with your order details as soon as possible. Our warehouse team move pretty quickly to pack and send your orders so we can’t guarantee we’ll be able to change it in time but we’ll do our very best.
I received a damaged/faulty product. What should I do?
Oh no! Firstly, we are so sorry. Please contact us at sydneycosmeticsco@gmail.com with your order details within 14 days of delivery and we will sort this out for you as soon as possible.
I received the wrong product. What should I do?
We are so sorry! Please contact us at sydneycosmeticsco@gmail.com with your order details within 14 days of delivery and we will sort this out for you as soon as possible.
What payment methods do you accept?
Sundae accepts Visa, Mastercard, American Express, PayPal and Apple Pay and Shop Pay.
Returns
Do you accept returns or exchanges?
Due to hygiene reasons, we do not accept returns or exchanges for used or opened products. However, if you receive a damaged, incorrect, or missing item, please contact us within 7 days of delivery, and we’ll resolve the issue promptly.
