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Réponse de Awaken Beauty Lab

ll y a 7 jours

We are so sorry to hear this. Smashed packaging and empty bottles is absolutely not the experience we want for you and we take full responsibility. Please reach out to us at support@awakenbeautylab.com and we will make it right right away, whether that is a replacement or a full refund, whichever you prefer. We are sorry this happened!

Réponse de Awaken Beauty Lab

ll y a 7 jours

Chris this made our day. Having brows that feel like yours again is exactly what we set out to do and we are so glad you found us. Thank you for the kind words and for giving us a chance!

Réponse de Awaken Beauty Lab

ll y a 7 jours

Lisa this is wonderful to hear! Natural looking and easy to blend is exactly what we were going for. Thank you so much for giving it a try and for the recommendation. It truly means a lot to us.

Réponse de Awaken Beauty Lab

ll y a 7 jours

Kellie four months on one wand and you are still loving it, that is exactly what we hoped for. Thank you so much for the kind words about our support team as well, that means a great deal to us. We are so glad you found us and we hope to keep earning that trust!

Réponse de Awaken Beauty Lab

ll y a 7 jours

MaryTee this is one of the kindest things we have read and we are so grateful you shared it. The fact that you can wipe it off and try again is one of our favorite things about it too. No pressure, just natural looking brows that feel like yours. We are so glad you found your go-to and we look forward to checking in again soon!

Réponse de Awaken Beauty Lab

ll y a 7 jours

Thank you so much for sharing this. You have figured out exactly the right technique and we could not have said it better ourselves. A light touch and a dry brush to blend is the move. We are so glad it is working well for you and that you stuck with it through the learning curve. Enjoy your new brows!

Réponse de Awaken Beauty Lab

25 août 2026

Hi Natalie, this truly made our day. Thank you so much for taking the time to share your experience. Customers like you are exactly why we do what we do and we are so glad the product and our team have made a positive impression. We hope to keep earning that trust with every order.

Réponse de Awaken Beauty Lab

25 août 2026

Hi Angela, thank you for reaching out and we want to address your concerns honestly. Awaken Beauty Lab is an American-founded small business based in Overland Park, Kansas. Like many beauty brands we work with international manufacturers, which is why your order shipped from China. We understand the packaging may look different from what you expected and we appreciate you flagging that as it is something we are actively working to improve. If you have any questions or concerns about your order please reach out to us directly at support@awakenbeautylab.com and we will personally make sure you are taken care of.

Réponse de Awaken Beauty Lab

25 août 2026

Hi Shirley, we are sorry the product did not perform the way you expected. What you are describing sounds like the formula may have settled during shipping, which can make it feel thin or watery on first use. Giving the container a good shake and pressing the brush tip vertically into the sponge a few times before use draws the product back up to the surface and makes a significant difference. We would love for you to give it one more try. Please reach out to us at support@awakenbeautylab.com and we will personally walk you through it.

Réponse de Awaken Beauty Lab

25 août 2026

Hi Mary, we are sorry the product did not work for you and we understand how frustrating that experience must have been. A smeary application is usually a sign that there is a little too much product on the brush tip. A light blot on a tissue before each stroke helps control the amount and gives a much cleaner result. We would love the chance to help you get there if you are open to it. Please reach out to us at support@awakenbeautylab.com and we will take care of you personally.

Réponse de Awaken Beauty Lab

25 août 2026

Hi Alicia, we are truly sorry for the empty bottle and for not honoring your refund request the first time. You were clear about what you wanted and we should have listened. That is on us and we apologize. Please reach out to us at support@awakenbeautylab.com and we will process your full refund right away with no conditions and no further back and forth.

Réponse de Awaken Beauty Lab

25 août 2026

Hi Susan, we sincerely apologize for the lack of response. You should never have had to file a dispute to get our attention and we are truly sorry this happened. That is not the standard we hold ourselves to and we take full responsibility for the gap in communication. The shade running too dark is also something we hear you on and want to help resolve. Please reach out to us directly at support@awakenbeautylab.com and we will take care of a full refund for you immediately, no questions asked.

Réponse de Awaken Beauty Lab

25 août 2026

Hi Sandi, we are so sorry your order arrived in that condition. Receiving a damaged package is completely unacceptable and we are truly sorry we let you down. Please reach out to us at support@awakenbeautylab.com with a photo if you have one and we will make this right for you right away. You deserve better than this.

Réponse de Awaken Beauty Lab

25 août 2026

Hi Sharon, we are sorry for the experience and want to address your concerns directly. Awaken Beauty Lab does not charge a restocking fee of any kind and our 30-day guarantee has absolutely no conditions attached to it. If that language was communicated to you it was a misunderstanding and we sincerely apologize. We also want to be transparent about the packaging. The Kafurux name that appears on the product is our international manufacturer, which we should be clearer about upfront. Please reach out to us at support@awakenbeautylab.com and we will process your full refund immediately with no deductions whatsoever.

Réponse de Awaken Beauty Lab

25 août 2026

Hi Joyce, we are sorry the application did not deliver the result you were expecting and we take that feedback seriously. The hair-like strokes come from using very short, light feathering motions rather than longer sweeping ones, and making sure the brush tip is lightly blotted on a tissue before each stroke helps control the product flow. We understand this was not communicated clearly enough and that is something we are actively working to improve. Please reach out to us at support@awakenbeautylab.com and we would love to make this right for you.

Réponse de Awaken Beauty Lab

25 août 2026

Hi Kathy, we are so sorry the wand did not give you the coverage you were hoping for, especially when your brows have thinned significantly. For very sparse or bare skin the technique makes all the difference. Short, individual strokes applied directly onto the skin with a light hand tend to give the most natural result. We would genuinely love the chance to help you get there. Please reach out to us at support@awakenbeautylab.com and we will take care of you personally.

Réponse de Awaken Beauty Lab

25 août 2026

Hi Kelley, we are truly sorry the product did not match what you saw in the ad and we completely understand your frustration. The wand creates natural hair-like strokes with short, light feathering motions rather than a single sweeping application, which can take a little practice to get the feel for. We should have made that clearer upfront and that is on us. Please reach out to us directly at support@awakenbeautylab.com and we would love to personally make this right for you.