Returns & Refunds Policy

If you wish to return an item, you must contact us first before sending anything back.

Please email myorder@nailstory.co.uk with your order number and details of the item you wish to return. We will provide you with the appropriate return instructions.

Unauthorised returns may be refused.

We accept returns within 14 days of receipt, provided that the item:

• Is unused and unopened.
• Is in its original packaging.
• Is in a clean, undamaged and fully resaleable condition.
• Is returned in suitable packaging to prevent damage during transit.

Items that do not meet these conditions may not be eligible for a refund.

As Nail Story supplies professional nail products, many items cannot be resold once opened for hygiene, safety and quality reasons.

We are therefore unable to accept returns of:

• Opened gels, liquids or cosmetic products.
• Used brushes or tools.
• Products that have been opened, tested or partially used.
• Digital products, downloadable content or online courses once access has been provided.

If you receive a faulty, damaged or incorrect item, please contact us within 48 hours of delivery.

Please include your order number, a description of the issue and clear photographs where appropriate. We will investigate the issue and, where applicable, arrange a replacement, exchange or refund.

Once your returned item has been received and inspected, we will notify you of the outcome.

Where a refund is approved, it will be processed to your original payment method within 7 working days of confirmation.

Please note that your bank or payment provider may take additional time to process the transaction.

Unless the item is faulty, damaged or supplied in error, customers are responsible for the cost of returning goods.

We recommend using a tracked delivery service, as Nail Story cannot accept responsibility for returns lost or damaged in transit.

Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law.