Refund & Exchange Policy

At NailsQueen, we work hard to make sure every order brings a smile to your face. Our team puts a lot of love and effort into each set, especially custom ones, so please read this policy carefully before placing your order.

Refund Policy

  • All payments are non-refundable, as every custom set is handmade and prepared specially for you.
  • Once your payment is received and your order is confirmed, no refunds can be issued for any reason, including change of mind, incorrect size, or late delivery caused by external courier delays.
  • Refunds are also not available for discounted or promotional items.
  • Exceptions only apply if required by law under consumer protection regulations.

Custom Order Terms

Before placing your custom order, please keep these things in mind:

  • Full advance payment is required to start production. 
  • Delivery time for custom sets is 10–15 working days.
  • Once the payment is made, no changes or modifications can be made to the design or size.
  • Please confirm your nail shape clearly when finalizing the order.
  • Nail sizes must be 100% accurate and shared exactly according to our reference method. We will not be responsible for any size mismatches after confirmation.
  • If you have a specific delivery date, please mention it clearly when confirming your order.

Once you agree to the above terms and make your payment, your order will move into production and cannot be changed or canceled.

Exchange Policy

We offer a 7-day exchange policy for eligible non-custom items. To qualify:

  • The item must be unused and in its original packaging.
  • Proof of purchase (invoice) must be provided.
  • The item must not fall under the non-exchangeable category.

To start an exchange, contact our customer support team within 7 days of receiving your order. Once approved, the product should be shipped back at your own expense unless stated otherwise. Exchanges will only be processed after inspection and approval.

Non-Exchangeable Items

The following items cannot be exchanged:

  • Custom-made nail sets (since they are made to order)
  • Used or damaged products
  • Clearance or promotional items

Damaged or Defective Items

  • If your product arrives damaged or defective, please report it within 48 hours of receiving it. 
  • Send us clear photos of the issue and packaging so our team can review it.
  • Once confirmed, we will send a replacement. Items damaged due to misuse are not eligible for exchange or replacement.

Contact Information

For any help regarding your order, exchange, or delivery, reach out to our support team at support@nailsqueen.pk