Damages and issues
We offer a 100% money-back guarantee on all products that are defective or damaged. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
What is our return policy?
Returns are accepted for a period of 30 days. The customer is responsible for return shipping.
All items are eligible for returns within 30 days from the date your order is delivered/received, except for products specifically excluded under our return policy.
For an item to be eligible for return, it must meet the following criteria:
- The return must be initiated and the item(s) must be sent back within 30 days from the date your order is delivered/received.
- The item(s) must not have been marked as "Final Sale" or "Non-Returnable" at the time of purchase, unless the item is faulty.
- The item(s) must be returned in their original packaging and in "as new" condition, including all ribbons and specialty packaging.
- Before shipping the item(s) back to us, you must provide a photo of the item(s) to assess their condition.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you an instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Exceptions / non-returnable items
Custom products (such as special orders / personalised items), Personal care items and sale items cannot be returned and are not refundable after the first 24 hours of ordering.
For Press on nails, we gladly accept cancellations within 24 hours of purchase. After 24 hours you are agreeing to wait for your item to be prepared and no returns, exchanges, or refunds will be issued. Due to the handmade nature of the products, the sales are final. If you wish to cancel your order, please email firstname.lastname@example.org within 24 hours of your purchase. We only accept return of not-personalised products.
Unfortunately, we cannot accept returns on sale items or gift cards.
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address, Covid-19 delay, holiday peak season, natural disaster, mail theft after being delivered)
- The products break due to wear and tear. We are not responsible for user mistake or damage.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.