Refund policy

Return & Exchange Policy

Every set of Phoux Nails is handmade to order in Vietnam, so returns work a little differently from a regular store. Please email us at sale@phouxnails.shop before sending anything back — we'll review your request and tell you exactly what to do next. Returns sent without our approval cannot be processed.

1. Cancellations & Order Changes

You can cancel or change your order for a full refund before production starts (usually within 24 hours of purchase). Once your set is in production, it can no longer be cancelled or modified. Email us as soon as possible with your order number.

2. Damaged, Defective or Incorrect Items (Our Fault)

If your order arrives damaged, defective, or we sent the wrong item, email us within 14 days of delivery with your order number and clear photos or a short video of the issue (including the outer packaging if it was damaged in transit).

Once confirmed, we will either remake and resend your set for free or refund you in full — your choice. In most cases you do not need to send the damaged item back.

3. Craftsmanship Guarantee (14 Days)

If a nail chips, cracks, or a gel layer lifts because of a manufacturing issue (not from wear, water damage, or misuse) within 14 days of delivery, contact us with photos and we'll repair, remake, or refund it. Following our application guide helps your set last longer.

4. Sizing Issues

If your set doesn't fit, email us within 14 days of delivery. We offer one complimentary size exchange per order, provided the set is unused, unworn and in its original packaging. We'll reply with instructions, including the return address. For your first exchange we cover the cost of shipping the new set to you; return shipping of the original set is paid by the customer.

5. Change of Mind

If you simply changed your mind, email us within 14 days of delivery. If approved, you may return the set (unused, unworn, in original packaging) for store credit or an exchange — not a cash refund. The customer pays return shipping. Store credit never expires.

6. Non-Returnable Items

Sets that have been worn, applied, altered, or damaged after delivery
Custom-designed or custom-sized sets (unless damaged, defective, or incorrect on arrival)
Gift cards
Items marked as final sale

7. How to Return an Item

Email sale@phouxnails.shop with your order number, what you'd like to do (exchange, store credit, or refund), and photos if there is a problem.
Wait for our reply. If approved, we'll send you the return instructions and the return address.
Pack the set securely in its original packaging and ship it back with a tracking number. We recommend using a tracked service, as we can't be responsible for parcels lost on their way back to us.
Once we receive and inspect your return, we'll process your exchange, credit, or refund.

8. Refunds & Store Credit Timeline

Approved refunds and store credit are processed within 10 business days after we approve your request (or after we receive your return, if a return is required). Refunds go back to your original payment method; your bank may need additional time to show it.

9. Customers in the EU and UK

If you live in the European Union or the United Kingdom, you have the legal right to cancel your order within 14 days of receiving it, without giving a reason, as long as the items are unused and in their original packaging. Please email us within that period to start your request, and we'll guide you through the return.

10. Lost or Delayed Packages

If your tracking shows no movement for an unusually long time, contact us and we'll work with the carrier. If the package is confirmed lost, we will resend your order or refund you. We are not responsible for delays or losses caused by an incorrect address provided at checkout, refused deliveries, or customs (see our Shipping Policy).