Isamaya Ffrench Confirms Departure From Isamaya Beauty
Founder Isamaya Ffrench has publicly stated she is no longer associated with the brand she launched in 2022, as widespread customer service failures fuel speculation about its future.
Isamaya Ffrench has confirmed she is no longer associated with Isamaya Beauty. The makeup artist and founder stated she left the experimental cosmetics brand in 2025, a departure now coming to light amid mounting customer complaints.
Neither Ffrench nor the brand itself has provided an official comment on the news. The founder shared a statement on her Instagram story on 13 October, expressing gratitude for support during what she described as a difficult and emotional time. She stated she intends to address the situation publicly in due course.
Customer service failures surface
Customer grievances have flooded social media and review platforms. Issues include lost orders, incorrect or damaged items, and ignored requests for refunds.
Instagram user Rosie commented on a post, questioning the brand's customer service after a lost order went unacknowledged for two weeks. In a reply on 9 October, Ffrench directly addressed the complaint. Another customer, Sophie Daly, detailed sending three emails and two direct messages over two weeks about an incorrect item without receiving any response. "Customer service is appalling," she wrote.
Reviews posted on Trustpilot in 2026 echo these frustrations, citing unanswered refund requests and extreme difficulty contacting anyone. Tessy P offered a stark warning. "Warning: do NOT buy from them. My order arrived damaged, they will not return my money, and they completely ignore customers," she said.
The brand's official Instagram account has been inactive for approximately twelve weeks. Meanwhile, its European website currently features steep discounts on products, with several items listed as sold out.
Brand context and recent activity
Isamaya Beauty launched in 2022 in partnership with Flash Beauty Holdings, an Italian company connected to the New Guards Group ecosystem. Known for its unconventional packaging and artistic concepts, the brand's collections have drawn inspiration from BDSM aesthetics and featured distinctive chrome phallus-shaped lipsticks.
The brand expanded with a Core Collection in February 2025, adding complexion, sculpting, and lip products. This collection was distributed through retailers including Sephora in the US and Canada, Space NK in the UK, and Mecca in Australia.
Before her reported departure, Ffrench was celebrated for her editorial and runway work with major fashion houses. She had also collaborated with brands like Burberry and Byredo. Following her exit from the beauty brand, she has been involved with other projects. These include Studio Iron, a curatorial platform introduced in London in 2026, and a documentary exploring beauty standards.
Founder's response and next steps
Ffrench's separation from the brand she founded became a public issue as customer complaints intensified. She directly engaged with one complaint on Instagram. In her subsequent statement, she was clear about her status. I am afraid I am not associated with the company anymore and have not been for some time, Isamaya Ffrench said.
She expressed that the support she received meant more than she could express. The brand itself has not provided any official statement regarding the customer service backlog or the founder's departure. Ffrench stated she plans to explain the situation publicly when the time is right.
