Refund policy
Our approach
Your satisfaction matters to us, and we want you to love your nails.
Every UrbanStudio set is made by hand and worn directly on the body. Like most beauty and personal care products, our nails cannot be resold or reused once they have been dispatched, for reasons of hygiene. The policy below reflects that — while making sure you are fully covered if anything is genuinely wrong with your order.
Damaged, defective or incorrect items
Please inspect your order as soon as it arrives. If your set is damaged, defective, or is not the item you ordered, email within 7 days of delivery, including:
- your order number
- clear photographs showing the issue
- a brief description of the problem
In most cases you will not need to send anything back to us — clear photographs are enough for us to assess your claim. We will review it and resolve it with a replacement, a partial refund, or a full refund, as appropriate to the situation.
Claims submitted more than 7 days after delivery may not be eligible, which is why we ask you to check your order on arrival.
Please do not post any item back to us without contacting us first. Items sent back without an agreed return cannot be accepted, processed or refunded.
Handmade variation
Our nails are individually hand-painted and hand-finished. Minor variations in colour tone, embellishment placement and finish between sets are a normal characteristic of handmade products and are not considered defects. Photographs on our website are representative of the design; slight differences are to be expected. These subtle differences are what make each set uniquely yours.
Genuine defects — including lifting or missing embellishments, cracks, sharp or unfinished edges — are covered under the section above.
Non-returnable items
In line with standard practice for beauty retail, the following cannot be returned or exchanged once dispatched:
- personal care goods, including press-on nail sets, adhesives and application tools
- custom and personalised products, including Custom Couture sets
- gift cards
This means we are not able to accept returns or exchanges where the item is not defective, including:
- an incorrect size selected at checkout
- a colour or finish that appeared different on your screen
- a change of mind after ordering
Each product page includes a Size Chart with exact measurements. If you are unsure of your size or have any question about a design, please contact us before placing your order — we are always happy to help you choose.
Exchanges
We do not operate an exchange service. If a set is not right for you and you would like a different one, the quickest route is simply to place a new order for the set you want.
Custom Couture
Custom Couture sets are designed and manufactured specifically to your requested style and measurements. As bespoke, made-to-order items, they are not eligible for return, exchange or refund except where the item is defective or materially differs from the agreed design.
Order cancellations
Because most orders are dispatched within 24 hours, cancellation requests can only be accommodated if the order has not yet been packed. Email us as soon as possible with your order number and we will let you know whether cancellation is still possible.
Custom Couture orders may be cancelled before production begins. Once production has started, the order cannot be cancelled.
Refund processing
We will let you know once your claim has been reviewed and whether a refund has been approved. Approved refunds are issued automatically to the original payment method within 10 business days.
Please bear in mind that your bank or card issuer may take additional time to process and post the refund to your account. If more than 15 business days have passed since we confirmed your refund was approved and you still have not received it, contact us at and we will chase it up.
Original shipping charges are non-refundable except where the issue was caused by our error.
Consumers in the EU and UK
If you are ordering from the European Union or the United Kingdom, you have a statutory right to cancel your order within 14 days of receipt. Please note that, under Article 16(e) of EU Directive 2011/83/EU and the equivalent UK Consumer Contracts Regulations, this right does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene once they have been unsealed after delivery.
Our nail sets are supplied sealed. If you wish to exercise your right of withdrawal, the set must be returned unopened, unused and with its original packaging and seal intact, within 14 days, at your own cost, and you will need to provide proof of purchase. Please contact us first to arrange this — items sent back without an agreed return cannot be processed.
Custom-made items (Custom Couture) are also exempt from this right, as they are produced to your specification.
Our commitment to you
We take real pride in the quality of our handmade work. If something genuinely goes wrong, we will always do our best to make it right.
Thank you for supporting handcrafted beauty.
Contact
Email with any question about this policy.