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  1. *Warning* Long Read

    This isn’t really a ‘what’s new’ post but more to try and provide some understanding to the way our post works and what happens when your post does not arrive. We have a very clear section on our website that outlines all of the postage services that we use to send your parcels out and you can see it HERE.

    All our dispatch emails come with a tracking link on the bottom of the email, but if yours does not work then just give us a call or drop us an email and we’ll track it for you.

    Generally, most of the post that we send out gets delivered without incident, however there are times when we get calls or emails about post not arriving when it should, or when it is expected.

    It is worth reiterating that the FREE Tracked 48 service that we use is not a guaranteed service, Royal Mail provide estimates of 2-3 days, but unfortunately, this is not always the case and while we can provide you with an estimate of when your parcel will arrive, we aren’t responsible if it doesn’t.

    Likewise, when we send out an order on a Tracked 24, although it is a service that we charge for, it is also not guaranteed. It has a service time of 1-2 days, but Royal Mail are not responsible for meeting that timescale (and as such neither can we be).

    We do offer 2 guaranteed services by Royal Mail – Special Delivery 1pm or 9am. These are guaranteed for the next working day and in the event that they are not delivered then we are able to refund your postage – but, you have to let us know that it hasn’t arrived as close after 1pm as possible – we do not check the tracking on all the orders we send out to make sure that they have been delivered, and rely on our customers to let us know.

    At present our Special Delivery service does not offer consequential loss, this means that we would be able to refund the postage price and would do everything that we could to get you another order as quickly as possible, but if you were not able to complete a procedure on a client because your order did not arrive then we would not be able to compensate you. If you require this level of cover on your order, then please contact us for a postage quote as the CL cover does come at a premium.

    We also use UPS for large or bulky next day items and we are happy to provide you with a quote to have your order sent with UPS, although this is not offered as standard through the website.

    Our suggestion would be (as it always has been) to make sure that you order in plenty of time.

    If your order has not been delivered when you expected it to be then there is a chance that it has been taken back to your local delivery office because it wouldn’t fit through the letterbox (or required a signature if you opted for a service that required one). I know that when the tracking says that ‘We Left A Card’, that they probably didn’t, I don’t know if it is a cost saving measure, but a lot of time a card is not left, so all you have to do is take your tracking number and some ID to your local sorting office to collect your parcel.

    This brings us on to our next issue which we have been seeing a little more recently, which is that the tracking number says that the item has been delivered, but the customer says that it has not. I am sure that you can appreciate that this is a difficult one for us because although the Tracked services from Royal Mail do not require a signature, we do offer that option for the additional £1 that Royal Mail charge for it, and Royal Mail’s stance is generally that the parcel is scanned as delivered just before it is put through the letterbox

    Royal Mail’s policy at the moment for this type of case is that they have to investigate; once you tell us that you don’t have it we call Royal Mail and they are required to open an investigation – this usually requires the delivery person being interviewed (as it is quite a serious matter for Royal Mail) and they may or may not send you a document to sign to confirm that you have not received it, which they require signing and sending back to them and the whole process can take up to 15 days. Unfortunately, we are unable to send out any replacements during this time (for reasons that I will explain in a bit), but once their investigation has concluded we are able to put in a claim for the ‘lost’ items. At this stage we can send replacements and then we claim back our losses from Royal Mail through their claims process.

    However, during our call with Royal Mail they will ask us if you have looked in outhouses, bins, with neighbours, or in the case of businesses, with reception or with any other occupants that you share the building with? Nine times out of ten we find that this usually results in the parcel being found.

    Going back to why we can’t send out replacements until the investigation has been completed, the short answer is dishonest people – as in every aspect of life, they ruin it for the majority of completely honest people.

    We used to send replacements out as soon as we were made aware of them not being received, or if they had taken longer than normal to be delivered, however we then found that in a small number of cases the original item arrived a few days later or the parcel was found, and then we were out of pocket for the second order – and despite what you may think, there are a few people out there who would rather keep both items and then find a new supplier than call and pay for the second item or send it back to us – I know, we find it hard to believe too.

    Last year, we estimate that we lost out on about £500 on people who we helped with goodwill gestures or replacement orders that we couldn’t claim back for. It may not sound like a huge amount, but if that happens year in and year out, it soon adds up, and ultimately everyone else has to pay for it when we are left with no choice but to implement price increases.

    Thanks for taking the time to get this far, and thanks for your understanding about the post – we try to provide the best service possible but was with anything putting your trust in a third party service provider and the service that they actually provide is outside of your control


    As always, thank you for choosing Eternal Beauty


  2. I know that we have written about this subject so may times, but for customers safety we believe that you can never give this subject enough attention.

    We recently wrote an article, excerpts of which were featured in The Guild's Newsletter

    Read the full article below:


    Counterfeit Pigments, how to spot them, and why you should avoid them

    Why do people make counterfeit products, but more importantly why do people buy them?

    Counterfeit products can fall into two categories; those that don’t know that they are purchasing counterfeits, and those that do, but in either case the main motivating factor for either scenario is likely to be money, either there is money to be made from the people manufacturing the counterfeits, trading on a well-known brand, or a brand that can command a higher price tag, or money to be saved by the people purchasing the counterfeits.

    As a generalisation, those who purchase counterfeit items see it as a victimless crime; they get a product at a much lower price and in the worst case scenario it is not manufactured to the same high standard as an original, or may not last as long but in justification, it also didn’t cost as much as an original. In any case very little regard is given to the brand manufacturers or Intellectual Property owners.

    In a recent survey carried out by Eternal Beauty about counterfeit pigments, 23% of those who responded didn’t know if they had ever purchased a counterfeit pigment, it means that the people selling them are looking for a quick profit. Buying them without knowing was the main reason given for purchasing a counterfeit pigment but just behind was that the genuine article was overpriced.

    While this sense of getting something cheaper, or even ’beating the system’ may be ‘acceptable’ for a handbag or purse, what about for Semi Permanent Makeup pigments, this isn’t something that may fall apart after a while it is a product that will be placed under the skin, usually on the face, and could have disastrous results for the person on the receiving end.

    Image 1

    Often the counterfeit pigments will look just like the genuine article, to the untrained eye at least. The ‘good’ counterfeits have all the same information on the bottle. In the case of Biotouch Pigments they have the logo and the colour on the front, and the ingredients on the back, however just because it has a series of ingredients listed can you really trust that it is accurate; counterfeiters after all are also looking to generate a profit from their crime and coupled with the fact that they cannot sell the counterfeit pigments for the same price as an original they need to make cost savings somewhere, and this is usually in the quality of the materials that are used.

    Those knowingly sell the pigments share the same disregard as the people who make them for the health and well-being of the people who have the procedures done.

    Of those who responded to our survey, 93% said that they would be worried about safety concerns if they were to use a counterfeit product during a procedure while less than half that amount were concerned with the moral or ethical issue of purchasing counterfeits.

    Other than the obvious effects of having an unknown substance tattooed onto your face the effects of the counterfeit pigments are far reaching and ultimately damaging to the brand itself. In the last 4 years alone there have been 4 reports for ‘Biotouch’ products on the European Commission Rapid Alert System, Rapex that lists dangerous products that have been intercepted travelling between countries. The problem is that the pigments that have been reported are not Biotouch products but rather inferior counterfeit products, but anyone reading the reports and the list of risks identified won’t necessarily know that and in turn it has a damaging effect on the Biotouch Brand.

    Of the horrors that are identified in the reports some that stand out can be seen in the table below, along with the recommended maximums (according to the EU resolution RESP (2008))

    Ingredient (measured amounts in seized pigments)

    Maximum levels allowed

    Barium (62mg/kg)


    Zinc (518mg/kg)


    Arsenic (17.6mg/kg)


    Nickel (35.9mg/kg)

    As low as is technically achievable

    Lead (16.5mg/kg)


    Aniline (53mg/kg)


    Nickel has a very high allergenic potential and can cause skin irritation and doesn’t really have much place in pigments, but more worryingly is the presence of Aniline in a counterfeit batch of Biotouch Sunset Orange seized in Sweden; Aniline is a toxic compound, yeas you read that correctly, toxic, and has been classified by the US Environmental Protection Agency as a Group B2, probable human carcinogen which is especially scary when you realise that the groups for classification run from A to E, and yet the people who manufactured this product had nothing passing through their mind other than profit.

    After reading these reports, we decided that we would purchase some counterfeit products and have them tested by a laboratory. We purchased the pigments from a well-known Chinese wholesale site and paid $40 US Dollars for 8 bottles of one colour; it is understandable that people may feel that the counterfeit will ‘do the job’ as it does represent a huge saving over buying the original products but at what cost?

    When the pigments arrived in the post the bottles looked cheap and the printing on the bottles was not of the best quality. The colour of the Olive we had purchased was more of a dark green colour and the lot number was a random string of numbers instead of the date format that always appears on the sides of genuine Biotouch pigments.

    Image 2

    We sent samples off to the lab, and to make the tests fair and to be able to make a comparison we also sent a genuine product to be tested side by side.

    This would allow us to make a fair assessment of quite how bad the counterfeits really were, although we had an idea based on a simple visual assessment.

    We had the pigments tested for the presence of Mould, Yeast and Bacteria as well as a full De-formulation in which the lab broke the pigments down to their individual components and identifies what percentage they were present in.

    For those who are unfamiliar with Biotouch pigments, they come in a few ranges and are made up of a glycerine base with a colour pigment, the amount of glycerine and colour varies between ranges.

    On receiving the results they were not nearly as bad as the pigments that had been reported on the Rapex system, but they were not anywhere close to the original pigments in terms of percentage of ingredients.

    The genuine Biotouch Olive pigment contained 48% glycerine and 19% water as a base (percentage by weight) while the counterfeit pigment contained only 8% glycerine but a massive 66% water; regardless of what other ingredients the counterfeit contained it is obvious that this pigment is not going to be retained in the skin if it is used. The genuine then contained the ingredients that give it its colour; Chromium Oxide, Iron Trioxide and Titanium Oxide while the counterfeit pigment only contained one of the same colourants, Iron Trioxide, however the counterfeit had less than half the amount than was in the original.

    The counterfeit also contained Silicon Dioxide, which is generally used as an anti-caking agent and is the same substance that comes in the little bags to absorb moisture. While it does not have any associated health risks it is also means that the pigment doesn’t have the correct colour that it should. The counterfeit also contained Sodium Chloride which is not harmful but again has no colouring properties and is not found in the genuine article.

    More worryingly in our test results was 5% of a dye that was not able to be identified with the labs standard testing; while we have no current proof that it is something nasty, it does make you wonder given what has been found in other counterfeit pigments.

    As the Trademark owners of the Biotouch brand here in the UK, we do everything possible to ensure that pigments being sold are genuine; we work with most online market places to ensure that counterfeits are not being sold but it is important when making a purchase that you buy the ‘real deal’

    Counterfeit pigments have a series of giveaways but the first thing that always stands out first to us from pictures posted online is the bold font that is often used on the front of the bottles. Original pigments do not have this. If you are unsure when purchasing then do not be afraid to email the seller and ask them for the lot number of the pigment. Biotouch always have a lot number in an American date format, either MM/DD/YY on the older pigments or MM/YY on the newer bottles; if the seller is genuine then they will have no issues in giving you the lot number. If when you receive your pigments they mention China or P.R.C. anywhere on the bottle then send them straight back and ask for a refund as Biotouch pigments are manufactured in the USA. More recently Biotouch has started to standardise their bottles and use a generic bottle with the colour printed on a white panel on the side.

    The most important thing as a technician who buys pigments for use on clients is that you are diligent; if companies are selling genuine products then they will have no problem providing evidence.

    While these are the methods of identifying counterfeit Biotouch products you should not be afraid to ask the companies that make the brand of pigments that you use if you are unsure about the authenticity of the product that you are using as it is your reputation on the line should there be any problems after using a counterfeit product


    Written by Ben England, Operations Director, Eternal Beauty (UK) Ltd








    Eternal Beauty Counterfeit Pigment Survey 2016 – 77 Responses Received

    Eurofins Consumer Product Testing Reports June/July 2016