Frequently Asked Questions

This is where you will find answers to the questions our customers ask most frequently - giving you the information you require and saving you time as well.

• I am having trouble placing my order
• Delivery Timescales
• My order hasn't arrived yet
• My order has arrived but part of it is damaged
• My order has arrived but is not correct
• I want to return an order - how do I do that?
• Do you deliver outside the UK?
• Will I have to pay Customs charges?

Answers:-

I am having trouble placing my order 

There are a number of issues that may affect your ability to successfully place an order.

a) Firstly, check that we accept the credit or debit card you are trying to use and that there are no spaces in the 16-digit number you have entered;

b) Check that you have entered the correct expiry date on the card (you do not need to enter a start date or issue number if your card does not have one);

c) Ensure that you have also entered the 3-digit security code on the back of your card (the last 3 digits) correctly.

Delivery Timescales 

UK Deliveries: - All our orders are despatched via Royal Mail 1st Class Post or via courier (if requested by the customer) and are normally delivered within 48 hours. However this is NOT a guarantee and sometimes parcels may take longer to be delivered, especially at busy times of the year (such as Christmas).

Orders where Special Delivery Next Day is the preferred option MUST be received before 1pm (Mon-Thurs), for delivery the following day (i.e. Order Placed Monday 11am - Dispatched Monday - Received Tuesday / Order Placed Monday 2pm - Dispatched Tuesday - Received Weds). Orders received Friday, Saturday or Sunday will be dispatched on the following Monday.

Overseas Deliveries: - All our overseas orders are usually despatched  by Airmail to your destination, and then upon arrival in your country, will be delivered by your local postal service. The timescales involved in overseas deliveries are only given here as a rough guide, and reflect the information provided by Royal Mail:-

Within Europe - Usually reaches its destination in 5-7 days;

Deliveries to the US - Usually arrive in 5-10 days;

Rest of the World - Delivery can vary from country to country, but usually takes 7-14 days.

Please be aware that items may be delayed by Customs procedures, and an additional charge may need to be paid to your local Customs before your item will be released (check with your local Customs for more information). Also, we can not be held responsible for postal delays, as this is entirely out of our control.

My order hasn't arrived yet 

The most likely reason that your order has not arrived is simply a delay in the postal system. If your item was sent by Recorded Delivery it will be trackable via the Royal Mail website, so please contact us via the contact form, giving full details of your order, and we will be able to send you the tracking number, or alternatively we can track the item for you.

If the order was sent by Royal Mail 1st Class or 2nd Class it will not be trackable, and as Royal Mail do not consider an item to be lost until 10 working days have elapsed from the date of posting, we are unable to take steps to ship a replacement item or items, until this period has elapsed. The same situation applies to Airmail shipments - as they can only be tracked up to the point where they leave the UK postal service.

If 10 days have elapsed and your order has still not arrived, please complete the contact form giving full details of your order and we will arrange to send a replacement order by return.

My order has arrived but part of it is damaged 

Please contact us as soon as possible and we will do all we can to rectify the problem. Unfortunately, it is not unheard of for items to get damaged in transit, and although we take every precaution when packaging your order, things do sometimes go wrong. As long as you get in touch within 7 working days of receipt of the damaged item we will despatch a replacement item by return.

My order has arrived but it is not correct 

Please contact us as soon as possible and we will do all we can to rectify the problem. The easiest way to contact us is either to complete the contact form, or to send an email to customer services at: orders@nailsandbeautydirect.com We aim to reply within 24 hours.

I want to return an order - how do I do that? 

Our aim here at Nails and Beauty Direct is to have safisfied customers. Clearly, if you are reading this, something was not quite right with your order and you need to know about our Returns Policy. We are happy to accept returns but there are a number of conditions that you need to be aware of, prior to returning an item.

Firstly, you need to return the item within 7 working days of receipt of your order. The item being returned MUST be in a re-saleable condition (i.e. unopened, unused and in perfect condition). Any seals or cellophane must be intact, and where applicable, complete with all packaging. If the seal on a box has been broken it cannot be re-sold, and therefore will not be accepted under this Returns Policy.

If your item meets all the above returns criteria, then please return it to the address below:

Returns Dept, Nails and Beauty Direct, PO Box 147, Carmarthen, Carmarthenshire, SA31 9DT

Once the item has been received and checked by our Returns Dept, a refund will be issued within 24 hours.

Do you deliver outside the UK? 

We deliver to Europe, the USA and worldwide. We use a combination of postal services to do this - including Royal Mail and, where applicable, a reliable courier service, such as Interlink. The cost of shipping your order will be calculated when you checkout, and is dependant on the delivery option you choose.

We also deliver to British Forces (BFPO) addresses. Parcels are sent via Royal Mail to the British Forces Postal Office in London where the parcel is signed for. It is then the responsibility of the British Forces to ensure that the parcel is delivered to the correct location overseas.

Will I have to pay Customs charges? 

Customs charges will need to be paid if your order is being shipped outside of the EU. This charge is not paid to Nails and Beauty Direct, but is paid direct to your local Customs authority prior to your order being released by Customs for final delivery to you. The amount of this customs charge is calculated by Customs, and is directly related to the value of your order (and in some instances the weight of the order may be a factor too).

We are unable to advise what these Customs charges will be, and are not liable for them. They are the responsibility of the customer, and this should be borne in mind prior to placing your order. For more information, contact your local Customs authority directly.