Terms and Conditions
This returns and refunds policy is in accordance with the EU Distance Selling Directive which came into force in October 2000 and is part of UK law under the Consumer Protection (Distance Selling) Regulations 2000. This law applies to all transactions within the UK where a consumer does not meet the vendor. Contracts between businesses are not governed by these regulations.
The Naio Nails website is owned and operated by Naio Nails (Distribution) Ltd,
All of the goods on this website are offered by Naio Nails (Distribution) Ltd, which will be the contracting party for any order that you place on the site.
These Terms and Conditions of sale apply to all transactions for the sale of goods on the website. Please read them carefully. They do not affect your statutory rights.
We may change these terms and conditions at any time. Any change will take effect from the date it is posted on the website.
Within several minutes of submitting your order you should receive an order confirmation via email. If you do not receive this email, please contact us as soon as possible using our contact us page, email, phone or live chat service, it may simply be the case that your email address has been typed incorrectly. This first email is not a payment confirmation you and will receive a second email with this once we have successfully received your payment. The second email contains your payment confirmation and your receipt including any VAT/taxes you may have paid within the UK, again if you do not receive this email please contact us as soon as possible.
All orders made by you through the website are subject to acceptance by us.
We recommend that you carefully check and correct any input errors in your order before the point at which you submit your order to us on the order summary page during checkout.
Please note that if you place your order with an incorrect delivery address and it is shipped we are not liable for any missing parcels. However, we will try our best to ensure it is delivered to the correct address once the mistake has been brought to our attention.
UK - Prices displayed on the website include UK VAT at 17%
European Union - If you are ordering from countries within the EU you will be charged UK VAT at 17% unless you hold a valid European tax reference number. If so, please include this in your order. The first time you order and supply a tax reference number may result in your order dispatch being delayed. This delay should not be any longer than one business day and is due to checks we must make on the validity of the tax reference number. Your first order will always include tax at 20% but this will be re-credited to you upon completion of our checks, subsequent orders will not be charged tax, however you will be required to sign in to your account to make any future purchases. Once logged in to your account the prices will be displayed at the rate without taxes. If you choose not to create an account you will need to go through this process each time you place an order with us.
Rest of World - If you are ordering from outside the European Union you will be charged at the price displayed on the website, this price does not include any sales taxes. Please be aware that you may be charged import duty/taxes by your countries import authority, this is beyond our control and is your own responsibility. You will need to research this information yourself. Our sales staff will be unable to advise you on import duties which you may incur.
Prices and Promotions
Although we endeavour to ensure that all pricing information on the website is accurate, occasionally an error may occur and goods may be miss-priced, become out of stock or go on promotion.
Pricing errors - If we discover a pricing error in your favour after you have paid for your order, we will automatically refund you the overcharge. In most cases we will honour any incorrect under-pricing of an item especially if the error is highlighted to us by you. Where we are not able to maintain the price for the individual who originally reported the error, a complementary gift certificate will be issued to show our gratitude. The amount of this gift certificate would be determined by us and judged on the severity of the error highlighted.
Out of stock products - Occasionally products can have limited stock levels. If we encounter an out of stock product after you have ordered and the same product is available in a larger volume, we will in most cases, provide a free upgrade of your product to the larger size. Where we are not able to send larger volume containers due to shipping restrictions or stock levels, we may choose to send several smaller containers instead, we guarantee that the volume of product which you receive you will always be of equal or larger total volume to the original purchase and you will never be charged extra on the item/s for the free upgrade. If we are unable to supply an alternative size at the same price due to an alternative not being available or shipping restrictions at the time of packing your order, we may refund you the cost of the item automatically.
Colour Substitutes - Although rare, occasionally products can become out of stock in a particular colour and size alternatives are unavailable.
If there is a very close match to the one purchased in the same price range, we will include this for you. If it happens that a close match does not exist, we will email you with a gift certificate for more than the product purchase price to spend on whatever you wish within the store, however if you decide prior to redeeming your gift certificate that you'd prefer a refund, the refund will only be offered at the original purchase price.
Changing or Cancelling your order
Before Collection by our Courier - If you require any changes to be made to your delivery address or you need to cancel your order after the order is submitted, you will need to contact us via our contact us page, email, phone or live chat service to make these alterations. It will only be possible to immediately edit or cancel your order up until the point of being processed by our warehouse. Any refunds required will be issued within 1 business day of the changes being made, depending on the payment method this may appear immediately in your account or take several days, this is out of our control.
If you cancel your order in full before the order is dispatched, we will refund you in full including any postage paid.
After Dispatch - Unfortunately we are unable to cancel your order once it has been dispatched. In this case you would have to refuse the parcel upon delivery or return it to us for a refund once delivery has been completed. Any postage costs incurred by us will be deducted from the refunded amount and will are unable to refund any postage costs you have paid to return your order to us.
Refused Delivery Outside Europe - If you choose not to accept delivery of your order for reasons unknown to us, your order will be held at the depot until a reason has been established and arrangements have been made between you and us, or until the courier returns the items, whichever comes first.
No Answer Outside Europe -
If you are not in at the time of delivery, UPS will hold your parcel for around 4 business days, unless you or we have informed UPS with details of your requirements, after this time they will return the parcel to us.
We cannot accept import duty as a reason for not accepting receipt and you will be liable for the return delivery charges we incur, this is currently charged at the full rate of sending a parcel via UPS from the country in question back to the U.K. this amount will be deducted from your order total minus outgoing postage and any remaining funds will then be refunded to you.
- see returns and cancellationsPayments Options and Refunds
We require all orders to be fully paid for prior to dispatch, we do not create accounts for post delivery payments under any circumstances.
- All transactions will be in GBP£. This will not affect your ability to purchase if you are not located in the UK however please be aware that the price stated on your order will differ to the price stated on your bank statement due to conversion rates.
Credit or Debit Card Payments
- Payment can be made by most major credit or debit card providers. All credit/debit cardholders are subject to automatic online validation checks and authorisation by the card issuer. Payment will be debited from your account within a few hours of you submitting your order to us.
Rejected Card Payments -
Cards are sometimes rejected for the simplest of reasons. There is a few small steps you can make to help ensure your payment is successful:
- Ensure that the billing details submitted with your order exactly match those on your bank account, e.g. the billing address, this can differ to your delivery address.
- Check with your bank that you are able to make foreign purchases if you are located outside the UK.
- Try a different card.
- Try a different payment method. You can pay by card via both credit and Debit card option and through PayPal (no account required).
If the card issuer refuses to authorise payment we will not be able accept your order. We do not accept responsibility for any delay in dispatching the order due to a failed payment. Your card issuer will not provide us with any
information on reasons for refusing to authorise a payment so we will be unable to offer advice on these matters, to obtain a reason for the refusal we recommend you contact the card issuer.
Bank Charges -
We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order. This can be surprisingly expensive if you checkout in a currency which is not your account's primary currency.
- You do not
require a PayPal account to pay for your order using PayPal.
When you select the option to checkout using PayPal you will be transferred to the order summary page where you will get a final look at all of your order information.
Check these details are correct and click submit order to us. You will then be taken to the PayPal payment gateway. In the left hand column there will be a confirmation of the total payment amount to be paid. To the right of that there is both the option to login to a PayPal account or below that to enter your address details and payment details. Unfortunately the information from our site will not transfer to this page so if you are selecting to not login to an existing PayPal account you will need enter these details. It is recommended that you fill in your billing address details as registered with your card or bank issuer to help prevent security checks. Your order will still be delivered to the delivery address you provided to us during the checkout pages not (if different) to the address provided to PayPal.
Failed PayPal Payment -
If you are not able to successfully complete your payment through PayPal or you close the PayPal payment page you may find that it is not possible to attempt the payment again on the same order and you are returned to the Naio Nails website only to find an empty cart. If your cart is empty this means that the order has been submitted to us and you will have an order confirmation in your email. This is not a confirmation of payment. This will follow in separate email, usually around 10 minutes after the payment being successfully processed. If you are unsure whether your payment was successful you can try the following.
Gift Certificate/s -
- Log in to your Naio Nails account to see the current status of your order.
- Log in to your PayPal account if you have one, any payments made will be displayed in your account summary.
- Check to see if you have received an email confirmation from PayPal, this may be in your spam box.
- If you paid by card, check your account statement.
If you receive an email Gift Certificate from us by email it will contain details of who sent you the Gift Certificate, along with possibly a short message or reason for the Gift Certificate. The email will also contain the Gift Certificate Number, this number should be copied and pasted into the "DISCOUNT" box in the Payment Details page of the checkout. You can use the Gift Certificate as full or part payment towards an order, excluding any postage charges. If the gift certificate contains insufficient credit to make the payment required in full, you will be able to pay the remaining balance using any of our other payment methods.
Issuing Refunds or Discount Codes
Timing of refunds being processed by us depends on the status of your order.
Prior to dispatch - change or cancellation - Within 1 business day
Recalled from Courier - Within 1 business day of the order arriving back with us unless otherwise agreed with us/you
Out of Stock Items - Within 1 business day of the order being dispatched, we will usually contact you to discuss your order.
Returned Item/Order - Within 1 business day of the order/item arriving back with us unless otherwise agreed with us/you.
Other refunds - Within 1 business day of the refund being agreed
The length of time it takes for the refund to be visible in your account can differ depending on the original payment method.
Gift Certificate - Immediately
PayPal - Immediately within the PayPal account, 3-5 days to reach your bank account.
Credit/Debit Card 3-5 days.
Free gifts, gift certificates and discounted items
Free gifts which you would no longer be entitled due to the return of the order, must be returned otherwise they will be charged at the regular retail price.
Gift certificates which you would no longer be entitled to due to the return of the order, if unused will be cancelled, if already used deducted from the order total.
Multibuy or similar discounts which you would no longer be entitled due to will be recalculated based on the quantity retained by you. Refunds will then be made based on this recalculation.
Gift certificates issued, as described in the "Colour Substitutes" section will be valid on future purchases after the delivery of the original order. If you prefer a refund, the refund will be at the original purchase price and not at the double value price.
Currently we do not offer item exchanges.
Dispatch and Delivery
Delivery charges differ greatly depending on delivery country, location within a country, total weight of the order, the contents, and the value of the order. The most accurate quotation for postage for your order will be available by simply adding the required products to our online shopping basket and clicking continue to checkout and selecting the appropriate delivery country. Postage costs and options will then automatically be displayed to you. Only proceed through the checkout if you are happy with the postage costs displayed.
We cannot be held responsible for losses due to the delivery address supplied by you being incorrect.
We will use reasonable endeavours to ensure that the estimated delivery times are met, but we cannot accept any liability for late deliveries, which are due to circumstances outside of our reasonable control.
Once you have received the goods, all risk of damage to, or loss of, the goods shall pass to you. If you intend to cancel your order in accordance with the cancellation and returns policy, you must take good care of the goods pending their return to us.
Dispatch - Orders placed Mon-Fri. before 4pm are always dispatched the same day, orders placed on Saturday and Sunday before 1pm will also be dispatched same day. Orders placed after these cut-off points will likely not be dispatched until the next working day.
Time in transit - The length of time between dispatch and delivery depends upon a variety of factors including value, destination, customs clearance (if going to Greece or outside of Europe), weight and the products being sent.
Deliveries to Non-Mainland UK - Deliveries to non-mainland addresses listed here
take 2-5 working days for delivery.Images and DescriptionsWhat you see -
All images are for illustrative purposes and many of the images of products on this site have been altered to fit into site design, actual packaging & product labelling may vary. Please note, it is the customer’s responsibility to check all sizes, volumes, shades and colours before purchasing. Although we try to ensure that colours are represented as accurately as possible, there are limitations within technology which still make this impossible, you should be aware that colours displayed on your monitor will differ from reality. Slight shade differences can also occur between batches of product and we cannot guarantee that the same batch will be supplied, even within the same order. Content usage -
Naio Nails do not permit the use any of our website content including videos, images, text or design unless expressly authorised in writing by us. If our images are found on third party websites without our consent, the relevant authorities will be informed. Be aware that if this is eBay or Amazon this will often result in a permanent ban from their site. We are very strict on the rules of the use of our images due to the amount of fake Naio Nails products, we search these types of sites daily so if you are retailing our products, please ensure we are aware of your eBay /Amazon user ID and store name so we do not falsely report you.Returns And Cancellations
We always advise customers to contact us before sending items back to us, we may be able to offer advice with regards to the best or most cost effective way of returning your order.Cancellations before dispatch -
We will accept cancellation of item/s with a reason provided that we are notified before your order has been dispatched. You can contact us by email at firstname.lastname@example.org, our contact us page or live chat. This notification must be given by one of these written methods and cannot be agreed over the phone.After the 7 days from receipt
- Returns will only be accepted at our approval, requests for this approval should be sent to us either by return email from your order confirmation, via our contact us page or live chat. This approval will only be given by one of these written methods and cannot be agreed over the phone.Returning items -
All products being returned because of cancellation must be unused, unopened and in a re-saleable condition. We cannot accept liability for goods lost or damaged during transit whilst being returned to us. You are advised to wrap the product carefully to avoid any damages. You are also advised to return goods by recorded delivery, registered post, or by courier. Proof of postage will not be accepted as proof of delivery. Please remember to include the following with your items:
- your order number
- name and address
- and/or a copy of your packing slip
- the reason for the return
Please note that the cost of returning unwanted items is your responsibility and that the original postage cost will not be refunded for non-faulty items or part returns.
We will allow the following period of time after the receipt of your order in which to return your item/s.
14 days (within UK)
21 days (within Europe)
28 days (Rest of the world)
If it is not possible to return the items within these times please advise us.
Returns should be sent to:
Please include your order number, name & address with any returns this will help speed up your refund.
Damaged / Faulty Goods
If any goods are missing from an order, or if your order is incorrect or goods are damaged or faulty please keep the goods together with the packaging and contact us within 30 days of receiving the products, either by return email from your order confirmation, our contact us page, telephone, Facebook or live chat for guidance. Please quote your order number and provide photos of the damaged/faulty goods to help the issue be resolved in a timely manner.
If your damaged item is a part of a kit then we will refund/issue a discount code as compensation for this item that will equal the cost of the item as a part of the kit. This means that it will most likely be slightly less than the cost of the item if purchased separately from the kit. Reimbursement will be for the individual item in the kit, it will not be for the full kit.
Unfortunately if you contact us after the 30 day period we will be unable to provide you with any reimbursement or compensation due to the prolonged time that has passed.
Right to Withdraw Goods
We reserve the right to withdraw any goods from the website at any time. We will not be liable to you or anyone else for withdrawing any goods from the website.