Returns & Exchanges Policy
Last updated: June 13, 2026
Returns & Exchanges Policy
Due to the handmade and highly personal nature of our press-on nails, we have specific guidelines in place to keep things fair for both our customers and our small team.
Please Read Before Ordering
Each set is handmade, so minor variations in shape, polish, or finish may occur. Screen and lighting conditions can also make colors appear slightly different in person. Please review sizing carefully before ordering.
We offer custom shapes (selecting a shape from our shape guide) and custom sizes (entering per-finger measurements in millimeters) on select products. See our Size Guide before ordering.
Custom Sizes (Final Sale)
When you select Customize and enter per-finger measurements, your set is made to those specifications.
Custom size orders are final sale. They are not eligible for returns, exchanges, store credit, or Checkout+ free return coverage—even if the set is unworn and unused.
Custom shape selections (choosing a shape from our guide instead of “As seen in picture”) and standard preset sizes (XS, S, M, L) are not final sale and remain subject to the rest of this policy when all other conditions are met.
Please measure carefully before submitting custom size measurements. Fit issues on custom size orders based on the measurements you provided are not grounds for a return or exchange.
Return Window
U.S. customers have 10 days from the delivery date to request a return on eligible items.
International customers are also welcome to request a return within the same timeframe on eligible items; however, return shipping costs are the responsibility of the customer unless the issue was caused by OurS Nails (such as receiving the wrong size, incorrect items, or a manufacturing defect).
If the return is approved, eligible customers will receive store credit, which can be used toward an exchange or a future order.
Custom size items are not eligible and cannot be submitted through our returns portal.
Store Credit & Exchanges Only
Due to the handmade and made-to-order nature of our press-on nails, as well as hygiene considerations, we do not offer cash refunds. Eligible returns will receive store credit, which can be applied toward an exchange or any future order with OurS Nails.
Store credit applies to eligible standard-size and custom-shape returns only. Custom size orders are excluded.
We truly appreciate your understanding and support of our small handmade business. 🤍
Item Condition
Nails must be returned unworn, with all pieces, adhesive tabs, and original packaging intact. Sets showing signs of wear, adhesive residue, or missing pieces will not be accepted and will be returned to you. We reserve the right to refuse any return that does not meet these guidelines.
Damaged or Defective Orders
If your order arrives damaged or defective, email us at oursnailsllc@gmail.com within 24 hours of delivery with your order number and clear photos. We’ll review each case individually — typically resolved with a replacement or store credit.
This includes our error (wrong size shipped, incorrect items, missing pieces, or a manufacturing defect). It does not include fit issues on custom size orders when the set was made to the measurements you provided at checkout.
Cancelations
To cancel an order, email oursnailsllc@gmail.com within 24 hours of purchase. Cancelations after 24 hours are subject to review and cannot be guaranteed, as sets may already be in production.
Custom size orders may not be cancellable once production has started, even within 24 hours of purchase.
Right of Withdrawal
Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.
To exercise your right of withdrawal where it applies, click here: EU Withdrawal Portal
Made-to-order press-on nails: Our finished press-on nail sets are handmade and made to order (including standard preset sizes, custom shapes, and custom sizes). Because these goods are made to your specifications / clearly personalized, the right of withdrawal does not apply to finished press-on nails under Article 16 of Directive 2011/83/EU.
Supplies and other non–made-to-order products: The right of withdrawal does apply to supplies and other items that are not made to order (for example, nail tips, adhesives, and similar products sold as ready stock), subject to the exceptions in Article 16 (such as sealed personal hygiene products once unsealed, digital products, and perishable goods).
Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.
At checkout, you may add withdrawal coverage to your order. If you purchased withdrawal coverage, your return shipping is fully covered at no additional cost when you exercise your right of withdrawal. Please note that customers who do not purchase withdrawal coverage are responsible under Article 14(1) of Directive 2011/83/EU for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.
Where withdrawal applies, we will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.
Starting a Return
Submit your return request through our returns portal for eligible items only. Once your request is approved, you’ll be provided with a return shipping label. Package your nails securely in the original packaging and drop the labeled parcel off with your carrier.
Final sale items (including custom sizes) cannot be returned through the returns portal. If you believe we made an error on a custom size order, contact us at oursnailsllc@gmail.com with your order number and photos within 24 hours of delivery.
If you added Checkout+ to your order at checkout, your return shipping label is covered at no additional cost for U.S. customers only on eligible items. Otherwise, return shipping is the customer’s responsibility.
Checkout+ applies to eligible standard-size items only. It does not cover custom size orders. Orders containing a custom size item are not eligible for Checkout+ at checkout.
After your return arrives and has been inspected, we’ll issue your store credit by email within a few business days. Please allow up to one week for processing from the time we receive your package.
If you have questions along the way, email oursnailsllc@gmail.com with your order number.
We are not responsible for lost or stolen return packages.