FAQ

You may already find the answer to your question on our help pages . Click here to visit our help page for the application and NAILD products .

If you still have a question, feel free to contact us at any time.

How can I contact you?

Hope you found the answer you were looking for. If not, we are available for you 5 days a week . You can send us an email (service@naild.de) or contact us via live chat (Mon-Fri 09:00-17:00) or a social network (@Instagram). Simply select one of the options below to get in touch with us.

You can find our shipping costs here: https://www.naild.de/policies/shipping-policy

As soon as we have received your order, you will receive an order confirmation with the expected delivery date.

We will send you a shipping confirmation email as soon as your order has left our warehouse and been passed on to the delivery partner. If your shipment was sent using a trackable service, you will find a tracking link in the shipping confirmation. Please also check your spam folder if you haven't received it.

You can exercise your right of withdrawal 14 days after receiving your order. You can find further information about cancellation in our general terms and conditions and in our cancellation conditions .

We do not include a return label or paper with your package. The customer is responsible for the return shipping. So that we can allocate your shipment, it is good if you print out and enclose the letter enclosed in the right of withdrawal.

All returned items will be inspected upon arrival at our warehouse. If an item has a hygiene seal but arrives already opened, damaged or otherwise in an unacceptable condition, it may be refused and we may have to return it to you.

Please note that NAILD products have a hygiene seal and there will be no refund if the seal is damaged or removed. Please contact our customer service in advance: service@naild.de

It usually takes 1-3 working days for us to receive and process your return.

Many of our discount codes and savings campaigns are tied to a minimum order value or purchase quantity. This minimum order value or minimum purchase quantity must be reached so that the discount code can be applied to the order.

WHAT HAPPENS IF I RETURN MY ORDER PLACED WITH A DISCOUNT CODE OR SAVINGS SET?

If you place an order using a discount code, but then return an item from your order, thereby reducing the total cost of your order, this will result in the conditions for using the code no longer being met. This is because the total value of your order is now below the minimum order value or minimum purchase quantity. This may result in us adjusting the amount you are refunded for the returned item, or no refund at all.

Can you give me an example of how my refund is adjusted?

Here is an example of how a refund might be adjusted:

Code: 25% discount from 5 items

Purchase quantity of your order: 5 items (€52 with discount)

Items returned: 4 items

Since the returned item lowers the minimum purchase of your purchase (from 5 items to 1 item), the minimum order value for the discount campaign (in this case 25%) will no longer be reached. For this reason, the refund will be adjusted to reflect this. This means that the €17 discount you received through the discount code will be removed. This means that in this case you will be charged the original price for the item you kept and a lower amount will be refunded to you.


The same applies to shipping costs. If your return is less than the amount that was valid for free shipping, the shipping costs will be charged for a return, because even then the conditions for free shipping no longer come into force and the terms and conditions for free shipping are no longer valid .

Don't worry - we'll help you solve the problem!

If you receive an item that you did not order, please send it back to us. You will receive a return label for this. Please contact our customer service immediately: service@naild.de

We'll issue a refund for you once the item reaches our warehouse.

FAQ NAIL SHOP

HOW DO I BEST CONTACT THE NAILD CUSTOMER SERVICE TEAM?

We want to make shopping at NAILD as easy as possible for you, which is why we provide a lot of extensive information on our help and contact pages.

Can I speak to someone directly?

How can I contact you?

Hope you found the answer you were looking for. If not, we are available for you 5 days a week . You can send us an email (service@naild.de) or contact us via live chat (Mon-Fri 09:00-17:00) or a social network (@Instagram). Simply select one of the options below to get in touch with us.

What information do you need from me?

Please describe your request as precisely as possible so that we can quickly find a solution for you.

We're working hard to continue offering you all of our great contact options. However, you will find that our live chat option is not always available at the moment. So that we can help you as quickly as possible, we would recommend that you contact us via EMAIL instead of using live chat or social media.

Shipping & Tracking

HOW WILL I RECEIVE MY PACKAGE AND WHAT ARE THE SHIPPING COSTS?

We ship all orders with our service provider DHL (incl. shipment tracking). As soon as we have received your order, you will receive an order confirmation. From a minimum order amount of 49 euros, shipping is free of charge throughout Germany. If the order total is less than 49 euros, the shipping costs are 4.00 euros. (Order total is the total after deduction of all discounts). Please note that in the case of a return shipment with partial delivery, the conditions for free shipping may no longer apply and the shipping costs will therefore be charged,

You can find out more about our shipping costs here.

IS MY ORDER ALREADY ON THE WAY?

As soon as we have received your order, you will receive an order confirmation with the expected delivery date.

We will send you a shipping confirmation email as soon as your order has left our warehouse and been passed on to the delivery partner. If your shipment was sent using a trackable service, you will find a tracking link in the shipping confirmation. Please also check your spam folder if you haven't received it.

Returns & Refunds

CAN I RETURN MY ORDER FOR A REFUND?

You can exercise your right of withdrawal 14 days after receipt of your order. You can find more information on revocation in our General Terms and Conditions.

We do not include a return label or paper in your package. The customer bears the return shipping. So that we can assign your shipment, it is good if you print out and enclose the letter attached to the right of withdrawal.

All returned items will be inspected upon arrival at our warehouse. If an item comes with a hygiene seal but is already opened, damaged, or otherwise in an unacceptable condition, it may be refused and we may have to return it to you.

Please note that the NAILD products are provided with a hygiene seal and no refunds will be given if the seal is damaged or removed. Please contact our customer service in advance: service@naild.de

I WANT TO KEEP PART OF THE ORDER BUT RECEIVED A DISCOUNT.

Many of our discount codes and savings campaigns are linked to a minimum order value or a minimum purchase quantity. This minimum order value or minimum purchase quantity must be reached in order for the discount code to be applied to the order.


WHAT HAPPENS IF I RETURN MY ORDER PLACED WITH A DISCOUNT CODE OR BARGAIN PACK?


If you place an order using a discount code, but then return an item from your order, thereby reducing the total cost of your order, the conditions for using the code will no longer be met. This is because the total value of your order is now below the minimum order value or the minimum purchase quantity. This may result in us adjusting the amount refunded to you for the returned item, or no refund at all.


Can you give me an example of how my refund will be adjusted?


Here is an example of how a refund might be adjusted:


Code: 25% discount from 5 items


Purchase amount of your order: 5 items (52€ with discount)


Items returned: 4 items


Since the returned item lowers the minimum purchase of your purchase (from 5 items to 1 item), the minimum order value for the discount campaign (in this case 25%) is no longer reached. For this reason, the refund will be adjusted to reflect this. Thus, the €17 discount you received through the discount code will be removed. This means that in this case you will be charged the original price for the item you have kept and you will be refunded a lower amount.


The same applies to the shipping costs. If your return is less than the amount that applied for free shipping, the shipping costs will be charged for a return, because even then the conditions for free shipping will no longer apply and the general terms and conditions for free shipping will no longer apply .

problems with my order

DID YOU RECEIVE THE WRONG ITEM?

Don't worry - we'll help you solve the problem!

If you receive an item that you did not order, please send it back to us. You will receive a return label for this. Please contact our customer service immediately: service@naild.de

We'll issue a refund for you once the item reaches our warehouse.

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