CUSTOM ORDERS

Due to the nature of our products, custom-made items are non-refundable and non-exchangeable.

This includes, but is not limited to:

  • Custom nail designs

  • Custom nail sizes

  • Any made-to-order or personalised nail sets

Once production has started, custom orders cannot be cancelled or amended.

CANCELLATIONS

Cancellations are accepted within 24 hours of placing your order, provided the order has not yet entered production.

After this time, or once production has begun, cancellations are not possible.

RETURNS & REFUNDS (UK)

If you are unhappy with your purchase, please contact us within 14 days of receiving your order.

To be eligible for a return:

  • Items must be unused, unopened, and in their original condition

  • Returns must be arranged before sending items back

  • Return postage costs are the buyer’s responsibility

  • Original shipping costs (including upgrades) are non-refundable

Once your return is received and inspected, a refund will be issued to your original payment method. Please allow 3–5 working days for funds to appear in your account.

For hygiene reasons, used nail products cannot be returned or refunded.

CUSTOM ORDERS & CONSUMER RIGHTS

Under UK Consumer Contracts Regulations, you have the right to cancel standard (non-custom) orders within 14 days.
However, this right does not apply to custom-made or personalised items, including custom nail sizes or designs.

SHIPPING & PROCESSING TIMES

All orders are processed within 5–7 business days (excluding weekends and bank holidays).

Delivery times are estimates and may vary due to carrier delays or external factors.

Please kindly note that delivery estimates are in addition to the 5-7 business days. 

INTERNATIONAL SHIPPING

International orders are sent via International Tracked shipping.

Estimated delivery: 7–10 business days

Shipping cost calculated at checkout

Please note:

International delivery times are estimates only

Buyers are responsible for any customs fees, duties, or import taxes

We are not responsible for delays caused by customs processing

LOST OR DELAYED PARCELS

If your order hasn’t arrived within the estimated timeframe, please contact me and I’ll help investigate with the courier.

For UK consumer orders, I am responsible for your order until it is delivered into your physical possession (or into the possession of someone you have nominated to receive it). 

Delays: Delivery times are estimates. If a parcel is delayed, we’ll work with the courier to resolve it as quickly as possible.

Lost parcels: If the courier confirms a parcel is lost (or it does not arrive within a reasonable period after investigation), we will offer a replacement or refund, depending on stock and your preference. 


Incorrect address: Please check your shipping address carefully. If an incorrect address is provided at checkout and the parcel is delivered there, we may not be able to refund or replace the order.

Safe place / neighbour deliveries: If you instruct the courier to leave a parcel in a safe place or with a neighbour, this may affect what we can do if it is later missing.

PRIVACY POLICY

Last updated: 2nd January 2026

This Privacy Policy explains how Lunar False Nails (“we”, “us”, “our”) collects, uses, and protects your personal information when you visit or make a purchase from our website.

1) Information we collect

We may collect the following information:

Identity & contact details: name, email address, phone number (if provided), billing and delivery address

Order information: items purchased, order notes (including any custom sizing), order value, and purchase history

Payment information: payments are processed securely by Shopify and/or its payment providers. We do not store full card details

Technical & usage information: IP address, device and browser information, pages visited, actions taken on our site (e.g. via analytics/cookies)

2) How we collect your information

We collect information when you:

Place an order

Contact us via email or forms

Subscribe to our email newsletter (if you opt in)
We may also collect information automatically via cookies and analytics tools (see Cookies section below).

3) How we use your information

We use your information to:

Process and fulfil your orders (including custom sizing/design requirements)

Provide customer support

Send order updates and service messages

Improve our website and understand customer behaviour (analytics)

Send marketing emails only if you opt in (you can unsubscribe anytime)

4) Lawful bases for processing (UK GDPR)

We rely on the following lawful bases:

Contract: to process your order and deliver products

Legal obligation: for accounting and tax record-keeping

Legitimate interests: to improve our services, prevent fraud, and run our business (balanced against your rights)

Consent: for marketing emails and non-essential cookies (where required) 
5) Who we share your data with

We share personal data only as needed to run the store, including:

Shopify (ecommerce platform and hosting)

Payment providers (to process payments)

Delivery partners (e.g. Royal Mail / international couriers) to ship your order

Email marketing provider (if you subscribe)

Analytics providers (e.g. Google Analytics) for website performance insights

These providers only receive the information necessary to perform their services.

6) International transfers

Some of our service providers (including Shopify and analytics tools) may process data outside the UK. Where this happens, we take steps to ensure appropriate safeguards are in place.

7) How long we keep your information

We keep order and customer records for as long as needed for business and legal purposes (for example, tax and accounting). Typically, we retain order records for up to 6 years in line with common UK record-keeping practices.
8) Your data protection rights

You have rights including:

Access to your personal data

Correction of inaccurate data

Deletion (in certain circumstances)

Restriction or objection to processing (in certain circumstances)

Data portability (in certain circumstances)

To exercise any rights, contact us at info@lunarfalsenails.com
. We will respond within one month.

You also have the right to complain to the Information Commissioner’s Office (ICO).

9) Cookies & analytics

We use cookies and similar technologies to help our website function and to understand how visitors use our site (e.g. Google Analytics). Some cookies are essential, and others are used for analytics/marketing.

Where required, we will ask for your consent before placing non-essential cookies.
10) Contact

If you have any questions about this policy or how we handle your data, contact: info@lunarfalsenails.com