Pretty Girls Luvl – Returns, Refunds & Exchange Policy
Last Updated: October 2025
Thank you for shopping with Pretty Girls Luvl at prettygirlsluvl.co.uk.
We appreciate your trust in our handmade products and our small UK-based brand. Each Pretty Girls Luvl order is a celebration of creativity, beauty, and individuality, and we want you to feel confident in every purchase you make from us.
This Returns, Refunds & Exchange Policy explains how we handle order issues, cancellations, and refund requests. Please read it carefully before placing your order. By purchasing from our website, you agree to the following terms and conditions.
1. Overview
Pretty Girls Luvl creates handmade press-on nails, nail accessories, and beauty-inspired items. Each product is made to order, meaning it is handcrafted specifically for you once your order is placed.
Because our products are personal-use cosmetic items, for hygiene and safety reasons, we cannot accept returns or exchanges once an order has been shipped, unless there is a fault, damage, or mistake on our part.
This policy complies with the UK Consumer Rights Act 2015 and public health standards for cosmetic and hygiene items.
2. Our Promise
We take pride in the care and detail that goes into every Pretty Girls Luvl nail set.
Before dispatching your order, we carefully inspect, clean, and package each item to ensure it arrives in perfect condition.
Our promise includes:
- Accurate product descriptions and photos on our website.
- Quality-checked handmade designs.
- Secure, sanitary packaging.
- Friendly and responsive customer service.
If an issue ever arises, we’ll do our best to resolve it quickly, fairly, and professionally.
3. Eligibility for Returns or Refunds
Due to hygiene laws and the custom-made nature of our products, we only accept returns or issue refunds under the following circumstances:
- You received the wrong product, size, or design due to our error.
- Your order arrived damaged or incomplete.
- Your parcel was lost in transit and officially confirmed undelivered by the courier.
If your situation meets one of these conditions, you may be eligible for a replacement, partial refund, or full refund depending on the case.
4. Non-Returnable Items
For safety, health, and hygiene reasons, we do not accept returns or exchanges for the following:
- Press-on nail sets or nail accessories that have been opened, worn, or handled.
- Custom or made-to-order designs.
- Items returned without prior approval.
- Products that differ slightly in colour, finish, or pattern due to screen display variations.
- Incorrect size orders caused by customer measurement errors.
- Change-of-mind purchases after dispatch.
- Parcels marked as “delivered” by the courier but reported as missing.
- Orders with incomplete or incorrect delivery addresses provided by the buyer.
Once a product leaves our studio, it cannot be reused or resold for hygiene reasons, ensuring every customer receives a fresh, untouched, and sanitary product.
5. Reporting an Issue
If you receive a damaged, faulty, or incorrect order, please contact us within 48 hours of delivery by emailing info@prettygirlsluvl.co.uk.
To help us resolve your issue efficiently, please include:
- Your order number.
- Clear photos of the product (front, back, and any visible damage).
- A short description of the issue.
- A photo of the original packaging if the damage occurred during shipping.
We will review your message and respond within 24–48 hours with the next steps.
6. Damaged or Faulty Items
In the unlikely event that your order arrives damaged or defective, we will make it right. Depending on the situation, we may offer:
- A replacement set of the same product (if available).
- A partial refund if the issue is minor but affects usability.
- A full refund if the product cannot be replaced or repaired.
We may request additional photos or a brief video of the issue for verification purposes.
Please keep the product and packaging intact until we confirm your case is resolved.
7. Wrong or Missing Items
If your order contains the wrong item or missing components (such as nail tabs or accessories), please notify us within 48 hours of delivery.
We will verify the mistake and promptly send out a replacement or issue a refund.
8. Lost or Undelivered Parcels
Once your order has been dispatched, you will receive a confirmation email with tracking information (if applicable).
If your parcel does not arrive within the estimated delivery timeframe:
- Check your tracking link for updates.
- Confirm that your delivery address was entered correctly.
- Check with your local post office or delivery depot.
If your parcel is confirmed lost by the courier, we will either:
- Resend your order at no extra charge, or
- Issue a full refund if the product is no longer available.
We cannot be held responsible for orders marked as “delivered” by the courier, as this is treated as a completed delivery.
9. Cancellations
We accept cancellations within 2 hours of placing an order — provided production has not yet started.
After this period, orders may already be in progress and materials prepared, so cancellations may not be possible.
To request cancellation, please email info@prettygirlsluvl.co.uk with your order number as soon as possible.
If your order has already been dispatched, it cannot be cancelled or refunded.
10. Sizing and Custom Orders
To ensure the best fit, please refer to our Sizing Guide before placing your order.
We also offer Sizing Kits that can be purchased to determine your accurate nail measurements.
Because sizing is based on customer input, we cannot replace or refund sets that do not fit due to incorrect size selection.
For custom orders, we will confirm all design details (shape, colour, art style, etc.) before starting production. Once confirmed and started, custom orders cannot be cancelled, modified, or refunded.
11. Refund Process
If your return or refund is approved, we will notify you by email and process it within 5–10 working days via your original payment method.
Please note:
- Refunds are issued only to the original purchaser.
- Processing times may vary depending on your bank or payment provider.
- You will receive confirmation once the refund has been completed.
12. Exchanges
Due to hygiene regulations, we do not accept exchanges.
However, if you received the wrong product or a damaged item, we will gladly replace it at no extra cost once the claim is verified.
13. Packaging and Product Condition
When reporting a fault or requesting a replacement:
- Keep the original packaging intact until the issue is resolved.
- Do not dispose of the product or materials until we confirm next steps.
- We may require evidence to support your claim before issuing a refund or replacement.
Every order is photographed and recorded before shipment to ensure accuracy and to assist with resolving any disputes fairly.
14. Hygiene and Safety Commitment
We maintain strict hygiene standards to protect every customer. Each Pretty Girls Luvl set is:
- Made using brand-new, high-quality materials.
- Cleaned and disinfected before packaging.
- Packaged in sealed protective wrapping to prevent contamination.
Because of this, once a product leaves our studio, it cannot be reaccepted or reused under any circumstance.
This ensures all customers receive a brand-new, untouched product.
15. Misuse, Damage, or Abuse of Policy
We reserve the right to decline refund or replacement requests if:
- The item shows signs of use, tampering, or deliberate damage.
- The claim contradicts the photographic or shipping evidence.
- The report is submitted outside the 48-hour claim window.
- There is evidence of repeated or fraudulent claims.
We are a small handmade business that values honesty and fairness — we ask the same from our customers.
16. Communication and Response Times
All communication regarding returns or refunds must be sent to our official email: info@prettygirlsluvl.co.uk.
We aim to respond to all messages within 24–48 hours, excluding weekends and bank holidays.
Please ensure all correspondence is polite and factual.
We reserve the right to refuse service or block communication from customers who use aggressive, abusive, or inappropriate language.
17. Responsibility and Limitation
Pretty Girls Luvl cannot be held responsible for:
- Postal or courier delays beyond our control.
- Customer dissatisfaction due to minor variations in colour or design.
- Incorrect sizing chosen by the customer.
- Parcels marked as “delivered” but not received.
Our total liability for any claim will not exceed the total purchase price of the product.
18. Updates to This Policy
Pretty Girls Luvl reserves the right to update, amend, or modify this policy at any time without prior notice.
All updates will be posted on this page, and the new version will take effect immediately upon publication.
We encourage customers to review this policy periodically to stay informed of any changes.
19. Contact Us
If you have questions, concerns, or need help with your order, please get in touch with us:
Pretty Girls Luvl
📍 Office 6312 58 Peregrine Road
Hainault Ilford IG6 3SZ
United Kingdom Tel: +447493723441
🌐 prettygirlsluvl.co.uk
📧 Email: info@prettygirlsluvl.co.uk
📱 Instagram: @PrettyGirlsLuvl
🎥 TikTok: @Pretty.Girls.Luvl
We’re always happy to help and ensure your Pretty Girls Luvl experience is as smooth, professional, and enjoyable as possible.
By purchasing from Pretty Girls Luvl, you acknowledge that you have read, understood, and agreed to this Returns, Refunds & Exchange Policy. e-mail info@prettygirlsluvl.co.uk