Refund policy
Exchange and Return
Due to hygiene considerations, we are unable to offer exchanges or refunds for change of mind, or for requests to receive a different style or size. We kindly advise reviewing your order carefully before purchase.
Phoebe Nail only replaces items if they are defective or damaged, meaning that items are damaged when received or turn out defective within 10 days of arrival. Please be advised that this does not include unavoidable abrasion from the manufacturing process or delivery.
The arrival date will be recorded in our system when you sign for delivery. If you contact us after 10 days, there is no way for us to make sure if items are damaged or defective as at delivery or they turn into the condition due to the way you use them. Therefore, those requests issued after a week of arrival will be invalid.
Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
A recording video when you receive the package is strongly recommended.
Return Eligibility
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Your item must meet the following conditions:
- The item remains in the condition in which it was received
- All components, including tool kits, remain unused and intact
- The item is returned in its original packaging
- Proof of purchase is provided
- A recording video of package is provide
To start a return, you can contact us at hellophoebenails@gmail.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hellophoebenails@gmail.com.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hellophoebenails@gmail.com.
Cancellation
If you change your mind after place an order, you are allowed to cancel the order within 15 minutes. If your order has already been packed, you cannot cancel it anymore.