SHIPPING & RETURNS POLICY

Shipping & Delivery

All of our press-on nails are made to order and carefully handmade — they're worth the wait. Delivery times vary by location; see the full breakdown below.

*International transit times may vary due to customs clearance and other factors outside of our control.

Returns & Refunds

All of our nails are made to order and handcrafted specifically for you. For this reason, and for hygiene reasons, we are unable to offer refunds or exchanges for a change of mind, or if you wish to request a different design or size after ordering.

This does not affect your statutory rights if your item arrives faulty, damaged, incorrect, or not as described. We recommend reviewing your order carefully before completing your purchase.

Damaged, Faulty or Wrong Items

If your order arrives damaged or faulty, or you receive the wrong item, please email us at hello@monnainails.com as soon as possible, preferably within 48 hours of delivery. Please include your order number and clear photos, or a short video, showing the issue.

Because our nails are custom-made and for hygiene reasons, in most cases you will not need to post anything back. Once we have reviewed the evidence provided, we will arrange a replacement or refund as quickly as possible where appropriate.

If we do ask you to return an item, it must:

• be in the same condition as when you received it;
• be unused, including all accompanying items, if applicable;
• be in its original packaging; and
• include a receipt or proof of purchase.

Please note that we do not accept items returned without prior approval. Once a return is approved, the package must be shipped back to us within 7 days. Refunds are processed within 7 days of us receiving the item in its original condition.

Order Cancellations

As every order is made to order, orders may be cancelled within 24 hours of placing the order. After 24 hours, orders cannot be cancelled as processing and/or production may have already begun.

Approved cancellations are subject to a 5% processing fee, which will be deducted from the refund amount.

Delivery Issues

Lost or Undelivered Parcels

All orders are sent using a tracked delivery service where available. Once your order has been shipped, you will receive tracking details so you can monitor the delivery progress.

If your parcel has not arrived and the courier’s tracking system confirms that it has been lost, please contact us as soon as possible at hello@monnainails.com. Once we have reviewed the tracking information, we will arrange a replacement or refund where appropriate.

Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you have not received it, please contact us as soon as possible. We will review the courier’s delivery confirmation, tracking details, delivery photo, GPS information, and any delivery instructions linked to the order.

We may ask you to check with other members of your household, neighbours, your building reception, or any safe place linked to your delivery address.

If the parcel was delivered to an address, safe place, neighbour, collection point, or other location that you selected or authorised, the delivery may be treated as complete once the courier confirms it followed those instructions.

If the parcel appears to have been delivered to the wrong address or to a location you did not authorise, we will investigate this with the courier and arrange a replacement or refund where appropriate.

Failed Delivery, Incorrect Address or Missed Collection

Please make sure your shipping address and contact details are correct at checkout. If a parcel cannot be delivered because the courier is unable to contact you, access the property, or because the address provided is incorrect or incomplete, a re-delivery fee may apply.

If a parcel is returned to us because of an incorrect or incomplete address, failed delivery, or missed collection, we may offer to resend the order once the applicable re-delivery cost has been paid.

If you have any questions or need further assistance, please feel free to contact us. We are here to support you throughout the process.

Nothing in this policy affects your statutory consumer rights.