Returns, Refunds & Replacements
Every press-on nail set from The Lilith Nails is handmade and made to order. Because of the personalized nature of our products, we do not accept returns or exchanges simply because you change your mind or select the wrong size, shape, or measurements.
If there is a problem with your order, we are here to review the issue fairly and help determine the most appropriate solution.
Damaged or Defective Items
If your order arrives damaged, defective, or significantly different from what you ordered, please report the issue within 7 days of delivery so we can review it promptly.
Please do not throw away, wear, glue, file, alter, or otherwise modify the affected nails before contacting us, as we may need photos to assess the issue.
Please provide:
- Your order number
- Clear photos of the affected nails
- A photo of the packaging if it was damaged during shipping
- A brief description of the issue
After reviewing your case, we may offer a replacement of the affected nail(s) or set at no additional cost, a partial refund where appropriate, or a full refund if a replacement is not possible or appropriate.
Sizing Issues
Each set is handmade based on the size, shape, and measurements selected or provided at checkout.
Please review our Sizing Guide carefully before ordering.
If your nails do not fit, please report the issue within 7 days of delivery. We will review the size, shape, measurements, and order information submitted at checkout.
If the incorrect size, shape, or measurements were selected or provided by the customer, free replacements are generally not available.
Depending on the situation, we may offer:
- Individual replacement nails at a discounted price
- A replacement set at a special price
- Sizing guidance for a future order
If the sizing issue was caused by an error on our side and the finished product does not match the information correctly submitted with the order, we will work with you to correct the issue at no additional cost.
Wrong Item Received
If we accidentally send you the wrong design, size, shape, product, or order, please report the issue within 7 days of delivery.
Please provide your order number and clear photos of the item received. If we confirm that the mistake was on our side, we will arrange an appropriate replacement or other suitable resolution at no additional cost to you.
Order Changes & Cancellations
Because our products are made to order, we may begin processing your order shortly after it is placed.
If you need to change or cancel your order, please make the request within 24 hours of placing the order.
We will do our best to accommodate your request if production has not yet begun. After 24 hours, or once production has started, we may be unable to change the design, size, shape, custom measurements, quantity, or other product details.
Once production has begun, cancellation may no longer be possible because the product is being handmade specifically for your order.
Shipping Delays & Lost Packages
Orders from The Lilith Nails are shipped from Vietnam. International delivery times may vary depending on the destination, carrier, customs procedures, and circumstances outside our direct control.
The shipping and logistics providers we use are delivery partners of The Lilith Nails. While delivery is carried out by these partners, The Lilith Nails remains your point of contact for order-related support and will assist with tracking, delivery inquiries, and communication with the carrier where reasonably possible.
Delays may occur due to:
- Customs processing
- Carrier disruptions
- Weather conditions
- Public holidays
- Local delivery issues
- Incorrect or incomplete shipping information
If a package is officially confirmed as lost in transit, we will review the carrier's investigation and determine an appropriate resolution based on the circumstances. This may include a replacement or refund where appropriate.
Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error after ordering, please notify us as soon as possible. We will attempt to update the shipping information if the order has not yet been dispatched.
Once an order has been shipped, we may be unable to change or redirect the address.
If an incorrect or incomplete address causes the package to be delayed, undeliverable, returned to sender, or delivered incorrectly, additional shipping charges may apply if you request reshipment.
If a package cannot be recovered or is returned because of incorrect information supplied by the customer, a full refund may not be available because the product was handmade specifically for that order.
Hygiene & Safety
Press-on nails are personal-use products that come into direct contact with the body.
For hygiene and safety reasons, products that have been worn, glued, filed, altered, modified, or otherwise used cannot normally be returned or resold.
If a product is supplied with protective or hygiene packaging, we recommend keeping the packaging and any seals intact until you have checked the product.
This hygiene restriction does not prevent you from reporting a product that is damaged, defective, incorrect, or otherwise covered by mandatory consumer rights.
Refused Deliveries & Unpaid Customs Charges
International orders may be subject to customs duties, import taxes, VAT, GST, brokerage fees, or other charges imposed by the destination country.
If a customer refuses delivery, fails to collect the parcel, or refuses to pay required customs duties or import charges, the package may be returned to us, held by the carrier, abandoned, or destroyed by the carrier or customs authority.
Any refund or reshipment request will be reviewed after the final status of the shipment is known.
Where permitted by applicable law, original shipping charges, return shipping costs, carrier fees, customs-related costs, storage fees, and other non-recoverable expenses may be deducted from any amount otherwise refundable.
If the parcel is abandoned, destroyed, or cannot be recovered because the customer refused delivery or failed to pay required import charges, a refund may not be available.
Refunds & Processing Time
If a refund is approved, it will normally be issued to the original payment method used for the order.
A refund may be:
- A full refund
- A partial refund
- A refund for specific affected products or items
Once the refund has been issued by The Lilith Nails, the time required for the funds to appear in your account depends on your payment provider, bank, card issuer, PayPal, or other payment service.
For some payment methods, refunds commonly appear within 5–10 business days, but processing times can vary and may occasionally take longer.
We cannot control processing times after the refund has been successfully submitted to the payment provider.
Taxes & Refund Eligibility
Taxes Collected at Checkout
If sales tax, VAT, GST, or another applicable tax was collected by The Lilith Nails as part of your checkout payment, the corresponding tax amount will generally be refunded when the related order amount is refunded.
| Example | Amount |
|---|---|
| Product | $20 |
| Tax collected at checkout | $2 |
| Total paid | $22 |
| Example approved full refund | $22 |
For partial refunds, the applicable tax amount associated with the refunded portion of the order may also be refunded accordingly.
Customs Duties & Import Charges
Customs duties, import taxes, brokerage charges, clearance fees, or similar amounts paid directly by the customer to a customs authority, postal service, shipping carrier, or other third party are not collected by The Lilith Nails.
Because we did not receive those payments, we normally cannot refund them directly. If local law allows those charges to be reclaimed following a refund or returned shipment, the customer may need to apply directly to the relevant customs authority, carrier, or organization that collected the payment.
Shipping Charges
Original shipping charges may or may not be refundable depending on the reason for the refund.
If the issue was caused by an error on our side, applicable shipping costs will be considered as part of the resolution.
Shipping costs associated with customer-provided sizing errors, incorrect addresses, refused deliveries, customer-requested reshipments, or other circumstances outside our responsibility may not be refundable, subject to applicable law.
Returns to Vietnam
Because The Lilith Nails operates from Vietnam and many of our customers are located internationally, we do not automatically require products to be physically returned before reviewing a claim.
If a physical return is required, return instructions will be provided before the item is shipped. Unauthorized returns may not be accepted or reimbursed.
Where a return is required because of an error on our side, we will review reasonable return shipping arrangements with you.
Where a return is requested for a reason that is not caused by The Lilith Nails, return shipping and associated costs may be the customer's responsibility where permitted by applicable law.
Reporting Period & Consumer Rights
We encourage customers to report problems with an order within 7 days of delivery.
Prompt reporting helps us investigate the condition of the product, packaging, shipping records, and order information while the relevant evidence is still available.
However, the 7-day reporting period is intended to help us resolve issues efficiently and does not override, restrict, or eliminate any mandatory rights or remedies that may apply under the consumer protection laws of your country or region.