Refund Policy

 

We want your nails (and you!) to be happy. If something’s not right with your order, we’ll do our best to fix it — fast, friendly and fuss‑free. This policy explains when we replace, refund or accept returns, and how to get help.

Faulty or broken items

If something arrives damaged or develops a fault, please contact us within 30 days of receiving your order. We’ll ask for photos or video to understand the issue and then send you a replacement or refund the product price (excluding delivery fees).

Incorrect or missing items

If you received the wrong product or an item was missing from your order, please let us know within 30 days of receiving your order. We’ll ask for photos and then put it right with a replacement or refund the product price (excluding delivery fees). 

60‑Day Money-Back Guarantee

We want you to try our gels with confidence. For your first purchase, if you’ve tried some of the items in your order and you're not happy with them, let us know within 60 days of receiving your order and we’ll do our best to turn things around. That might mean personalised application tips, sending a free replacement, or suggesting a better match for you. If you’re still not smitten, we’ll refund the product price for any items you have used, and you’ll be able to return any unused items for a full refund (excluding delivery fees).

There are just a few guardrails: the guarantee applies to your first order, and we ask that you share photos of the issue and give us a fair chance to help before we issue a refund. Gift cards are not covered. To keep things fair, we reserve the right to refuse or limit refunds where we believe the guarantee is being misused or abused.

Returns for change-of-mind (non‑custom products)

If you change your mind about a product that isn’t custom made, you can return it within 30 days of delivery. Items must be unused, unopened and in their original packaging. Please contact us before returning anything so we can provide the right instructions.

For change‑of‑mind returns, you’ll need to cover the return postage. We recommend using a tracked service and keeping proof of postage. Refunds are made to the original payment method once we receive and inspect the returned items. We are unable to refund original delivery fees. 

Partial returns from fixed-price bundles and gift sets are generally not accepted unless otherwise stated. Sale items and gift cards cannot be returned.

Made‑to‑measure (custom‑sized) gels

Because made-to-measure gels are made uniquely for you, we can’t accept change‑of‑mind returns or cancellations once production begins. However, your fit matters to us. On your first custom order, if the fit isn’t right, we’ll resize and replace your gels free of charge. If, after working with you, we still can’t get the fit right, we’ll refund the product price (excluding delivery fees).

Please contact us as soon as you notice an issue and include photos of the gels on your nails so we can diagnose and resolve quickly.

Cancellations

Once an order is placed, our warehouse moves quickly, so we can’t guarantee we’ll catch it in time to cancel or amend it. If you need to cancel, contact us immediately via the Help Centre with your order number and we’ll do our best.

If you have a subscription, you can manage cancellations or pauses in your account. If you contact us very close to your renewal date, we may be unable to stop the next shipment in time.

How to get help

Reach out via our Help Centre contact form with your order number, a short description of the issue and clear photos if relevant. For sizing or quality issues, we’ll ask for photos of the gels on your nails to help us understand the issue better.