Adorned Customer Policy
At Adorned, every set is carefully handmade and prepared with you in mind. We want you to feel confident when ordering, so we've created this policy to make everything clear — from custom orders and sizing to delivery, returns and refunds.
Nothing in this policy affects your statutory rights as a consumer.
1. Custom orders
Our custom press-on nails are handmade specifically for you based on the options, measurements and design information provided when you place your order.
Because each set is personalised, please make sure the information you provide is accurate before your order.
Once designing a set has begun, we may not be able to make changes or accept a cancellation where the normal change-of-mind cancellation right does not apply to personalised goods.
This does not affect your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.
2. Nail sizing
Getting your sizing right is an important part of your Adorned experience.
For custom orders, we'll provide a sizing kit and instructions to help you determine the correct sizes for your nails.
Please take care when measuring and submitting your sizes.
If incorrect measurements are provided by the customer, Adorned cannot be responsible for a poor fit resulting from those measurements.
However, if Adorned makes your nails incorrectly despite receiving the correct sizing information, please contact us so we can assess the issue.
3. Delivery
Your order will be prepared and dispatched within the processing timeframe stated at checkout.
Once your order has been dispatched, you'll receive tracking information where applicable.
Please ensure your delivery address is correct before completing your order. If an incorrect address is provided, please contact us as soon as possible.
We remain responsible for your order until it is delivered to you, except where you have independently arranged a carrier that we did not offer.
If your order is delayed or does not arrive within the agreed delivery timeframe, please contact us and we'll help resolve the issue.
4. If your nails arrive damaged
Although every order is carefully packaged, damage can occasionally occur during delivery.
If your nails arrive damaged, please contact us as soon as possible, ideally within 48 hours of delivery, so that we can assess the issue promptly.
Please:
Take clear photographs of the damaged nails.
Keep the original packaging and any damaged packaging.
Include your order number when contacting us.
Do not apply, alter or dispose of the damaged nails before contacting us where possible.
We will assess the issue and work with you to resolve it in accordance with your statutory consumer rights.
Please note that our request for photographs or early notification does not limit your statutory rights.
5. Returns, refunds & faulty goods
Custom and personalised press-on nails are generally not eligible for cancellation simply because you've changed your mind once making the nails has begun, where the statutory cancellation exception for personalised goods applies.
If your goods are faulty, not as described, not of satisfactory quality or otherwise do not conform to the contract, you may have rights to a repair, replacement, price reduction or refund depending on the circumstances and the applicable consumer law.
If you believe there is a problem with your order, please contact us before returning anything so that we can guide you through the next steps.
Where a statutory refund is due, it will be processed in accordance with the applicable legal requirements.
6. Cancellations
If you need to cancel your order, please contact us as soon as possible.
For personalised or custom orders, the statutory 14-day cancellation right that normally applies to many online purchases does not apply to goods made to your specifications or clearly personalised.
Where making the nails has not yet begun, we may be able to accommodate a cancellation as a gesture of goodwill.
Once making the nails has begun, cancellation may not be possible for a personalised order.
7. Application & wear
Your Adorned nails are designed to be beautiful and long-lasting when correctly prepared, applied and cared for.
Please follow the application and removal instructions provided with your order.
Wear time can vary depending on nail preparation, application, lifestyle, exposure to water and chemicals, and individual nails. For this reason, we cannot guarantee a specific number of days of wear.
Please never force, peel or pull your press-ons off, as this may damage your natural nails.
8. Care & maintenance
To help your nails stay beautiful:
Avoid prolonged exposure to water immediately after application.
Wear gloves when cleaning or using harsh chemicals.
Avoid using your nails as tools.
Take care when opening cans, packages and other objects.
Follow the recommended removal instructions.
9. Customer responsibility
Please check your order when it arrives.
If there is an issue, contact us as soon as reasonably possible and provide photographs or other information that may help us understand the problem.
Where an issue has resulted from information supplied incorrectly by the customer, such as incorrect sizing or delivery information, Adorned may not be responsible for the resulting issue.
This does not affect any statutory consumer rights that may apply.
10. Contact Us
If something doesn't look right with your order, please get in touch. We'll always aim to handle concerns fairly and find an appropriate resolution.
Email: adornednailsbykye@gmail.com
When contacting us, please include:
Your order number
A description of the issue
Photographs where relevant
Any other information that may help us understand what happened
A little note from Adorned
Every set is made with care, and we want your experience with Adorned to feel just as beautiful as the nails themselves.
Thank you for trusting us to be part of your beauty ritual.