Refund policy

Delivery, Refund & Returns Policy

At , we want you to be happy with your order. Please read the policy below carefully before placing an order.

Returns

We offer a 30-day return policy, meaning you have 30 days from the date your order is delivered to request a return.

To be eligible for a return, items must be:

Unopened

Unused

Untested

In their original packaging

In the same condition as received

Proof of purchase is required for all returns.

To request a return, please contact:

info@andreeanails.co.uk

Returns must be requested and approved before being sent back. Items returned without prior approval will not be accepted.

Once approved, we will provide return instructions.

Return Conditions

Returns must be requested within 30 days of delivery

Return postage costs are the responsibility of the customer

Original shipping charges are non-refundable

We strongly recommend using a tracked delivery service, as we cannot accept responsibility for items lost during return transit

We are not responsible for returned parcels that fail to reach us

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, refunds will be issued to your original payment method within 10 business days.

Please note that banks and payment providers may take additional time to process the refund.

If more than 15 business days have passed since approval and you have not received your refund, please contact:

info@andreeanails.co.uk

Missing, Incorrect or Damaged Items

All orders are checked carefully before dispatch to help ensure the correct items are sent in good condition.

If your parcel arrives with:

Missing items

Incorrect items

Damaged or faulty items

you must contact us within 3 days of delivery by email at:

info@andreeanails.co.uk

This allows us to investigate promptly, including reviewing packing records and CCTV/security footage where applicable.

We may request:

Clear photos of the outer packaging, including shipping label

Photos of internal packaging

Clear photos of the affected item(s)

A short video showing the issue

Confirmation that all packaging and contents have been retained

Please do not dispose of any packaging or contents until your claim has been reviewed.

Failure to provide requested evidence or retain packaging may result in the claim being declined.

Lost Parcels

A parcel can only be considered lost after 14 working days from the date it was handed to the courier.

Until the courier confirms the parcel as lost, we are unable to:

issue a refund

send a replacement

resend the order

If your parcel has not arrived after 14 working days, we will open an investigation with the courier on your behalf.

Once the courier investigation is complete and a final decision has been made, we will arrange either:

a replacement parcel, or

a refund

where appropriate.

Please note this timeframe is determined by the courier and cannot be shortened.

Parcels Marked as Delivered

We cannot accept lost parcel claims where tracking shows the parcel as delivered and proof of delivery is available.

This includes parcels left:

at the door

in a porch

behind bin

in a shed

in a garden

in a designated safe place

in communal or reception areas of shared buildings

We are not responsible where:

no secure safe place is available at the property

the property is on a busy street without secure parcel storage

the parcel is left in a communal area and later goes missing

If your parcel is marked as delivered, we can provide delivery details or proof of delivery so you may contact the courier directly if needed.

We do not submit claims on behalf of customers where proof of delivery has been provided by the courier.

Delivery Address

Please ensure your delivery address is entered correctly and in full at checkout.

We are not responsible for parcels delayed, lost, returned, or misdelivered due to incorrect or incomplete address details provided by the customer.

If a parcel is returned to us because of an incorrect or incomplete address:

the original shipping cost will not be refunded

we can resend the parcel once the correct address is provided and additional postage is paid

where appropriate, we may refund the order value once the parcel has been returned to us

If a parcel is delivered to the wrong address due to customer error when placing the order, we are unable to refund the order or delivery charges.

If you notice an address error after placing an order, please email us immediately at:

info@andreeanails.co.uk

We monitor emails during working hours and will do our best to assist before dispatch, but we cannot guarantee changes once processing has begun.

Misstyped Postcodes

If an incorrect postcode results in an incorrect shipping charge being applied, we reserve the right to place the order on hold until any additional delivery charge has been paid.

If an order is dispatched using incorrect address details supplied by the customer, we are not responsible for any resulting delay, loss, or delivery to the wrong address.

No refund will be issued for goods or shipping charges in these circumstances.

PayPal Orders

For orders paid via , the delivery address must match the address registered and approved with PayPal.

We will only ship to the PayPal-approved address.

Refused or Unaccepted Deliveries

If an order is refused, ignored, unaccepted, or not collected by the customer, any transport, return, or redelivery costs incurred will remain the responsibility of the customer.

Original delivery charges are non-refundable.

Out of Stock Items

If an item becomes unavailable after purchase, we will contact you as soon as possible to offer either:

a replacement item, or

a refund

Non-Refundable Items & Services

The following are non-refundable:

Gift vouchers

Deposits for appointments

Deposits for training courses

Training courses once booked

Courses cannot be postponed or transferred. If you are unable to attend, a new booking and deposit will be required.

Please ensure you select the correct course before booking. If you are unsure, contact us before purchasing.

Discounts & Promotions

Where a promotional discount is applied across multiple items, the discount is proportionally distributed between those items.

If part of the order is returned, only the discounted amount paid for the returned item will be refunded.

Delivery Charges

Shipping charges are non-refundable unless an error has been made by us.

Proof of Purchase

A valid receipt or proof of purchase is required for all returns, refunds, replacements, or exchanges.

No refund or exchange will be issued without proof of purchase.

Evidence & Fraud Prevention

We reserve the right to review all evidence submitted with any claim.

Any evidence that appears misleading, digitally altered, staged, manipulated, or generated using artificial intelligence (AI) will not be accepted.

Claims supported by false, misleading, manipulated or AI-generated evidence may be refused.

Submitting false information in an attempt to obtain a refund, replacement or financial gain may constitute fraud and may be reported to:

payment providers

courier companies

fraud prevention agencies

relevant authorities

Shipping Restrictions

We currently ship within:

England

Wales

Mainland Scotland

Northern Ireland

Deliveries to Highlands, Islands, Isle of Man, Channel Islands and other remote locations may be unavailable or may require additional shipping charges.

We do not currently ship outside these areas via standard checkout.

Your Statutory Rights

This policy does not affect your statutory rights under applicable consumer law, including your rights relating to faulty, damaged or misdescribed goods.