Refund policy
Returns & Order Issues Policy
No Returns Accepted
At Nails by Codie, we do not accept returns for unwanted items, change of mind, or incorrect purchases made by the customer.
Due to the nature of our products and for hygiene reasons, all sales are final unless an item is deemed incorrect, faulty, or damaged in accordance with the policy below.
At Nails by Codie, all orders are carefully checked prior to dispatch. If you experience an issue with your order, please review the relevant section below.
All claims must be reported to customerservice@nailsbycodie.shop within the stated timeframes and must include your order number and clear photographic and/or video evidence where required.
Failure to follow the timeframes outlined below may result in your claim being declined.
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Incorrect Items
If you receive an incorrect item due to an error on our part, you must notify us within 72 hours with clear photos of the item received and your order number.
Once confirmed, a prepaid return label will be issued.
The incorrect item must be returned using the provided label and must be posted within 7 days of the return label being issued.
A replacement will be dispatched once tracking shows the parcel has been scanned and is in transit back to us.
Items must be returned unused, unopened, and in their original condition.
Failure to return the incorrect item within the 7-day timeframe may result in us being unable to issue a replacement and may lead to refusal of future service.
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Missing Items
If you believe an item is missing from your order, this must be reported within 72 hours of delivery.
Please provide:
• A clear photo of all items received
• A photo of the packaging
• Your order number
All orders are recorded and checked prior to dispatch. We reserve the right to verify packing records, parcel weights, and liaise with the courier as part of our investigation.
Claims reported outside of the 72-hour timeframe may not be eligible for replacement.
If further investigation requires additional documentation or a declaration, this must be completed within 7 days of our request, or the claim may be declined.
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Damaged Parcels & Products
If your parcel arrives visibly damaged, this must be reported within 72 hours of delivery.
You must provide clear photographs of:
• The outer packaging
• The shipping label
• Internal packaging
• The damaged item(s)
All packaging must be retained while the matter is investigated.
Where a return is required, damaged items must be posted within 7 days of return instructions being issued.
We reserve the right to refuse claims where:
• Damage is reported outside of the 72-hour timeframe
• Packaging has been discarded before evidence is provided
• The return is not sent within the 7-day timeframe
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Faulty Items
If you believe an item is faulty, you must notify us within 28 days of delivery with clear photo and/or video evidence of the issue, along with your order number.
Where required, the item must be returned for inspection and must be posted within 7 days of return instructions being issued.
As the Responsible Person for our cosmetic products, we reserve the right to assess whether the issue is due to a manufacturing fault, application method, storage conditions, lamp compatibility, or other external factors.
If a genuine manufacturing fault is confirmed, a replacement or refund will be issued at our discretion.
Items not returned within the 7-day return timeframe may not be eligible for replacement or refund.
We reserve the right to refuse claims where products have been misused, improperly stored, altered, or used inconsistently with professional guidelines.
By placing an order with Nails by Codie, you confirm that you have read and agree to this Returns & Order Issues Policy, including all reporting and return timeframes.