Frequently Asked Questions

Here you'll find some of the most frequently asked questions by our clients. If you don't find the answer you're looking for, please feel free to contact us directly with your question by filling out the supplied Contact Form or via Live Chat!
  1. Why do you require a credit or debit card to book appointments?

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    A card is required in order to ensure that appointment are held for the client booking. A card is also required for any related fees that may be charged to a client for any Late Cancellation, No Show, Deposit or Account balances according to iCandy policy. If you need to change the card on file under your profile, simply inform the Admin on your next visit and we will update your information.
  2. Why is it so difficult to call a salon to speak to someone?

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    The high volume of clients we see each day takes up a considerable amount of time. Each salon is managed by an Admin who is responsible for checking clients in/out as well as processing all transactions, setting up memberships and a variety of other responsibilities. Although each Admin does their best to answer calls and/or return messages, most of their time is spent with clients in the salon which doesn't allow for much time to spend on the phone. Our website should provide you with answers and information for the majority of questions or concerns you may have.
  3. Why does iCandy have 3 levels of Lash Technicians?

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    iCandy has 3 different levels to differentiate between our technicians based on experience, time necessary to complete each service, types of services that can be performed and prices for each service. The standard of care and service is the same regardless of level. However, as the saying goes, "Time is Money". A more experienced technician can provide a service in less time which allows that technician to be booked for more appointments comparatively.
  4. Who owns iCandy?

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    The Founder, Concept Designer and Owner of iCandy is Shareen Malik. She founded iCandy in 2010 after owning and managing a successful hair salon in Antioch, Stunners 'N Smashers. Shareen and iCandy have been the industry leader in the development and implementation of many of the services that are now standard. She has personally trained hundreds of Lash Technicians and continues to lead as others follow.
  5. Are your Lash Technicians certified?

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    All iCandy Eye Salon Lash Technicians are fully trained and certified. iCandy provides a comprehensive and extensive training program that every Lash Technician and Permanent Makeup Artist must pass in order to be employed by iCandy. The majority of training and certification is administered and supervised by our owner, Shareen Malik. All of our technicians are Licensed by the Board of Barbering & Cosmetology.
  6. What's the difference between a 1, 2 and 3 week fill or Lash Refresh?

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    A fill, or Lash Refresh, is when a client comes in to replace or replenish a number of lashes that have fallen out naturally. We account for the time between when the client was last seen to their current appointment. A 1 week fill is up to 10 days, a 2 week fill up to 19 days and a 3 week fill up to 27 days from the client's last visit. Although we don't count lashes when providing a refresh, please keep in mind that a new set of extensions may be required in place of a fill/refresh if the client has fewer than 20% of lashes remaining.
  7. Can you explain the different sets of Lash Extensions?

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    The 3 main sets we offer are the Mascara, Dramatic and Glamour. Each set uses mink lashes, typically around 2mm longer than your natural lash, with the thickness and curl decided by you and the technician. The number of lashes applied are up to 40 per eye for the Mascara, 55 per eye for the Dramatic and 70 per eye for the Glamour. We also offer our Couture Look which is up to 100 lashes per eye. Each set is offered as well using Volume Lashes at a higher price.
  8. What are Volume Lashes?

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    Volume or 3D lashes are a cluster of 3 mink lashes per strand. Standard lashes are 1 mink lash added to your existing lash where Volume lashes create a much more full and voluminous look because of the 3/1 ratio. We offer full 3D sets with our Volume Mascara, Volume Dramatic and Volume Glamour look extensions. In addition, we also offer our Volume Lash Lite which adds 10 Volume lashes per eye to your standard or volume set.
  9. What are the Lash Up services?

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    When a client receives a set of extensions and comes in for a fill/refresh, we replace any lashes that have fallen out up to their original set. For instance, a client with the Mascara Look would be filled up to 40 lashes per eye. This is considered their 'Set Level'. A Lash Up service permanently increases their level. For instance, a client with the Mascara Look could get the Dramatic Lash Up which increases them to 55 lashes per eye. Each subsequent visit, they would be filled to 55 lashes per eye now that they have increased their level.
  10. What if I want to suspend my Membership?

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    You can suspend your membership at anytime without any fees or charge to do so. We can issue an open-ended suspension from the date you specify to anytime you would like to return. We can also suspend your plan for a specified length of time. When a plan is suspended, all benefits from the plan are frozen until the suspension ends. When you return from the suspension, your plan begins immediately and the benefits are reinstated. If you return on a different date than your regular billing cycle, your plan will be adjusted to reflect the new billing date based on when your membership is reactivated.
  11. Is there anything I need to know when I come in for a set of Eyelash Extensions?

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    Yes! There are a few considerations to keep in mind. First, you want to make sure to arrive a few minutes before your appointment. We require all new clients to complete our Eyelash Extension Waiver and Consent Form. This will be provided to you by the salon Admin. You'll also want to make sure to remove any mascara, eyeliner, eye shadow or any other type of makeup or product from around the eyes and lashes. Your Lash Technician will spend a few minutes with you to answer any questions you may have and decide which lashes to use based on your preferences.
  12. Why doesn't iCandy offer Lash and Brow Tinting services like other salons?

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    We don't offer any tinting services because the Board of Barbering & Cosmetology, based on the FDA's finding that there are no approved tints for these services, does not allow ANY salon, spa, etc. to offer these services as of 7/2015. Based on these findings and according to Title 16, Division 9, Section 989 of the California Code of Regulations, the Board may issue a citation and fine if tinting products are found. Unlike other salons, iCandy Eye Salon complies with all mandated regulations and policies.
  13. Can you explain the steps for your Permanent Makeup services?

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    For the majority of our PM services, a $50 deposit is required to hold your appointment. This is refundable after completion, can be used towards your Touch-Up service or may be forfeited if you No Show for your appointment. When you arrive, you will need to fill out our PMU Consent and Waiver form. The PM Artist will then discuss the next steps including the initial numbing of the area which takes approximately 25 minutes. After numbing, the main service will begin in a private room. After completion, you will receive after care instructions and any questions will be answered.
  14. Can I tip my service provider using my credit or debit card?

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    Of course. However, in an effort to keep our costs down and our service prices the most competitive around, we would appreciate any tips be given in cash. Card fees can be expensive for both the client and the business. Let's work together to control transaction fees so we can keep our service and membership prices from increasing. Plus, employees love receiving gratuities in cash! This way they don't have to wait for their paychecks to have a little extra spending money!
  15. Do you have a mobile app?

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    We recently transitioned to Millennium from MindBody in order to better serve our clients. We no longer have a mobile app for booking appointments. But..... We're currently working with Salon Cloud to design and set up the most advanced mobile app available in the industry! Salon Cloud has been called the UBER of salon apps and you'll soon see why. The features of the app are amazing and we can't wait til it's finalized.
  16. I cant' access my profile to book online. Now what?

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    Typically if you're having trouble accessing your online profile it's because of a password issue. The email under your profile is your login. If you can't access your profile, DO NOT create a new profile. What you need to do is call your salon and let the Admin know you're having trouble accessing your account. The Admin can reset your password allowing you to use the same login and continue to access your existing account.
  17. I'm getting a new set of extensions or a fill for the first time. What do I need to know?

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    You'll want to make sure you've removed any makeup or eyeliner before coming in for your service. You'll need to fill out the Consent and Waiver form. If coming in for a fill from another salon, we recommend removing the lashes already applied so there is no cross contamination or incompatibility with the lashes or adhesive we use. We can remove your existing lashes for a fee. We'll also take Before and After pictures of your lashes for our records.
  18. Will I get a reminder for my appointment?

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    When your appointment is booked you will receive a confirmation at the time it's been scheduled. This will show you the day, time and service for your appointment. The day before your appointment, you will receive an email reminder. We send confirmations and reminders via email only so please make sure we have your most recent email address. If you book an appointment online and need to cancel, please contact a salon to inform them of the cancellation. Online appointments cannot be canceled through the online booking system.

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