Returns & refunds

The short version

• Standard sets: returnable within 30 days of delivery, unused and in original packaging.
• Personalised sets (pet portraits, keepsakes): not returnable for change of mind, because they are made for one person.
• Anything damaged, faulty, or not matching your approved proof: we remake or refund it, at our cost.

Standard (non-personalised) sets

You may return a standard set within 30 days of delivery for a refund, provided the nails are unused, unaltered, and returned in their original packaging with all accessories. Email us first at hello@your-domain.com with your order reference so we can send you return instructions. Items sent back without contacting us first may be refused.

Return shipping is paid by the buyer unless the item was faulty or incorrect. We recommend a tracked service, as we cannot refund parcels that are lost on the way back to us.

Personalised and custom sets

Custom portrait sets, memorial sets, and any item made to your specification are exempt from the change-of-mind return right. This is standard practice for made-to-order goods and is stated on the product page before you buy.

This does not affect your rights if something is wrong. If your set arrives damaged, defective, or materially different from the digital proof you approved, we will remake it or refund it in full, including shipping. Contact us within 14 days of delivery with photos.

Orders cancelled before production

You may cancel any order for a full refund before we begin production. For standard sets this is normally within 24 hours of ordering. For custom sets, production begins only after you approve the digital proof — you may cancel any time before that approval. Once you have approved the proof, the set can no longer be cancelled.

How refunds are paid

Refunds are issued to the original payment method through PayPal. We process refunds within 3 business days of approving your request; how quickly the money appears in your account depends on PayPal and your bank, typically 3–10 business days.

Original shipping costs are refunded only when the return is due to our error (wrong, damaged, or defective item). Import duties and customs fees paid to your government are outside our control and cannot be refunded by us.

Late or missing parcels

If tracking shows your parcel as delivered but you cannot find it, please check with neighbours and your local postal office first, then contact us within 14 days. We will open a case with the carrier. If a parcel is confirmed lost in transit, we will send a replacement or issue a full refund — your choice.

How to start a return

Email hello@your-domain.com with: your order reference, the email used at checkout, and a short description (plus photos if the item is damaged). We reply within one business day.