Refund policy

Please note that in accordance with the Distance Selling regulation, due to the nature of our Personalised products (such as Gift Sets), the 14-day cooling-off period does not apply for items which have been packed and/or dispatched at time of cancellation request. 

However, if you would like to cancel an order with us, please email us immediately at info@mailmynails.co.uk with your name, email used at checkout, and your order number.  

If the order has not yet been packed, customers will receive a full order refund. Unfortunately, any orders that have been packed are made bespoke to order and cannot be refunded.

An order cannot be cancelled or amended once it has been dispatched. If the delivery status at time of cancellation request is prior to dispatch, a refund is at managements discretion and final decision lies with Mail My Nails due to the bespoke nature of our products. 

Please note, sometimes products may have been dispatched sooner than the dispatch confirmation email has been sent to the customer.

It is the customers responsibility to review the wording (including spelling and grammar) of personalised gift card messages at checkout. We handwrite gift cards as requested. Any mistakes made by the customer cannot be amended once items have been packed and/or dispatched.

MAIL MY NAILS endeavours to ensure that description(s) and picture(s) of the Products displayed on the Website are a true and accurate reflection. However, please note that lighting may vary (partly on your display settings). 

If no bespoke message is requested or written on purchase of a product with a personalised gift card, then a suitable generic message will be written in lieu as not to delay the packing and dispatch of purchases made. This message cannot be amended once items have been packed and/or dispatched.

Returns / Faulty Items

If you have changed your mind about your order, you may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions, and you will have to pay the costs incurred to return your order. 

In line with the Consumer Rights Act 2015, you may be entitled to a refund or replacement should your items be faulty. In this event of this circumstance please contact us in the first instance so we can look into this and investigate before taking appropriate steps to resolve this matter. 

Please note, the box and internal packaging are not included in this policy, and will not be considered for refund or replacement should they be damaged in transit, however the remaining contents of the box are covered in this policy. 

At MAIL MY NAILS, we ensure we dispatch products in excellent condition. Our Gift Boxes are sealed and delivered ready for the recipient. Distribution damages are unlikely, though damages that occur in transit are out of our control. However, please notify us of any in-transit damages within 24 hours of receipt  via email to info@mailmynails.co.uk, attaching supporting image(s), and our team will review the extent and respond accordingly. 

Please note, Nail polishes are classed as Dangerous Goods and prohibited/restricted items. It is mandatory for individuals and organisations to ensure UK postage regulations are met. Nail Polishes returned to us, must have an ID8000 label attached to the outer packaging. Please consider this should you wish to return any items to us. 

Any approved refunds will be processed via the same payment method used at time of checkout.