Customer Service Policy

Our Commitment to You

We want every part of your shopping experience to feel simple, friendly, and dependable. From the moment you browse our products to the moment your order arrives, our customer service team is here to help with questions, order concerns, product information, delivery issues, returns, and refunds.

Our goal is to provide clear information and practical support without making the process more complicated than it needs to be. We understand that beauty products are personal. Color preferences, finish, texture, application style, and the overall experience all matter. If you need help understanding a product, choosing between options, or resolving an issue with an order, you can contact us through the Contact Us page.

How to Contact Customer Service

For customer support, please use the Contact Us page on our website. This is the primary place to reach us about orders, products, shipping, returns, refunds, or general questions.

When contacting us about an existing order, please include enough information for us to identify the purchase and understand the issue. Helpful details may include your order information, the email address used at checkout, the product involved, and a short explanation of what happened. If the issue involves a damaged, incorrect, or incomplete item, clear photos may help us review the situation more efficiently.

We aim to respond as soon as reasonably possible. Response times may vary when message volume is unusually high, but every customer inquiry is important to us.

Product Questions

We are happy to help with general product information before or after purchase. Our product pages are designed to provide useful descriptions of colors, finishes, formats, features, and intended use. Because colors may appear slightly different across screens and lighting conditions, the appearance of a product on a device may not perfectly match how it looks in person.

If you are deciding between shades, finishes, or related products, you can contact us through the Contact Us page. We can provide general guidance based on the information available for the product. Individual preferences, application techniques, nail condition, lighting, and device display settings may affect the final appearance and experience.

Order Confirmation and Order Questions

After an order is placed, customers should review the order information carefully. If you notice an issue with the delivery address, product selection, quantity, or other order details, contact us through the Contact Us page as soon as possible.

We will make a reasonable effort to assist before the order is processed for shipment. Once an order has entered processing or has been handed to the carrier, certain changes may no longer be possible. In that situation, we will explain the available options based on the status of the order.

Order Processing

Orders are generally prepared for shipment within 1 to 3 days. Processing time refers to the period needed to confirm, prepare, and hand the order to the carrier. It is separate from the estimated delivery time.

During periods of unusually high order volume, order preparation may take longer than usual. If a significant issue affects the processing of your order, we will make reasonable efforts to provide helpful information when available.

Delivery Support

Estimated delivery is generally 6 to 12 days after shipment. Delivery estimates are provided as a practical guide and may be affected by carrier operations, local delivery conditions, address accuracy, customs processing, weather, transportation disruptions, or other circumstances outside our direct control.

If your tracking information appears delayed or has not updated for a period of time, this does not always mean that the package is lost. Carriers may scan packages at different points in the delivery journey, and tracking updates can occasionally be delayed.

If you believe there is a problem with your shipment, contact us through the Contact Us page. We will review the information available and help you determine the appropriate next step.

Incorrect Delivery Information

Customers are responsible for entering complete and accurate delivery information at checkout. Please review your name, street address, apartment or unit information, city, region, postal code, and other relevant details before completing the purchase.

If you discover an address error after placing an order, contact us as soon as possible. We will try to help if the order has not yet progressed too far in processing. We cannot guarantee that an address can be changed after the order has been prepared or shipped.

If a package is returned because the delivery information was incomplete, inaccurate, or could not be accepted by the carrier, contact us through the Contact Us page so we can review the situation and explain the options available.

Damaged Items

We want products to reach you in good condition. If an item arrives damaged, contact us through the Contact Us page and provide clear information about the problem. Photos of the item, packaging, and shipping label may be helpful when reviewing a damaged delivery.

We will review the circumstances and determine an appropriate resolution based on the available information. Depending on the situation, a resolution may involve replacement, return, refund, or another reasonable option.

Incorrect or Missing Items

If you receive a product that does not match your order, or if an item appears to be missing, please contact us through the Contact Us page. Include your order information and a description of the issue.

For incorrect items, please keep the product and its packaging in the condition received while we review your request. For missing items, please also check the full package and any internal packaging materials before contacting us, as smaller products may sometimes be placed inside protective packaging.

Returns

Eligible products may be returned within 60 days under our return policy. If you would like to request a return, contact us through the Contact Us page and provide the relevant order details.

Customers should follow the return instructions provided by our support team. Sending a product back without following the provided instructions may make it more difficult to identify and process the return.

Products should be packed securely before being returned. Where relevant, original packaging, accessories, included materials, or other items supplied with the order should be kept together.

Refunds

After an approved return or refund request has been processed, refunds are generally completed within 5 to 10 days. The time needed for the refunded amount to appear in your account may also depend on the payment provider or financial institution used for the original purchase.

Refunds are generally issued to the original payment method used for the order. If a refund cannot be completed to the original payment method, customer service will review the available options where appropriate.

Import Duties and Related Charges

Customers are not expected to pay additional import duties or similar charges associated with receiving an order. We are responsible for applicable duties and related import costs connected with the shipment. If you are unexpectedly asked to pay an import-related charge for an order, contact us through the Contact Us page before making payment whenever possible so we can review the situation.

Currency and Payments

Prices and transactions on the website are shown and processed in USD. Your payment provider may display additional information based on the payment method or account you use.

If you experience a payment issue during checkout, first confirm that the information entered is correct. If the problem continues, you may contact us through the Contact Us page. Some payment issues may also require assistance from your card issuer or payment provider.

Respectful Communication

We believe good customer service works best when communication is clear and respectful. Our team will make reasonable efforts to understand the situation, explain the available options, and work toward a practical resolution.

We may ask for additional information when it is needed to verify an order or understand a request. Providing complete and accurate information helps us assist you more effectively.

Customer Feedback

Customer feedback helps us improve the shopping experience, product information, and support process. If you have comments about the website, products, delivery experience, or customer service, you are welcome to share them through the Contact Us page.

Our Customer Service Promise

We want you to feel comfortable shopping with us and confident that help is available when something does not go as expected. We will continue working to provide clear communication, practical support, and a customer experience that feels thoughtful from browsing through after-sales service.