Help Center/FAQs

We currently don’t have a phone number for customer service inquiries, but we recommend taking a look around our Help Center to find answers to your questions/concerns.

If you can’t find what you’re looking for or need help regarding your order, our Customer Care team will be more than happy to assist you! Please send us an email to info@enailcouture.com 

Yes, our products are HEMA and MMA free.

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by entering your delivery information and contact method. Select payment method the for goods. Please review your order at checkout to ensure all products are correct.

My monomer does not smell like candy, what can I do?

• We apologize for any confusion! Our monomer has added scent. Monomer is a chemical, so it will not smell exactly like cotton candy as that would throw off the chemical balance and formula of the monomer. 

What are the measurements of your 123 Go nails? 

• Unfortunately, we can not provide exact measurements of our 123 Go nails due to the patten pending mold and proprietary techniques and formulas. 

Why does my product appear different in color compared to the online store?

• We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate. 
  

Why is my Remover Magic so thick and how do I use it?

• The remover magic has a higher viscosity so it's easier to manage and easier to keep off the skin as it is meant only for the nail. You can use a file to file the product off the nail or a cuticle pusher to scrape it off. Hope this helps!
  

How do I unlock my drill to insert the bit?

• Our drills have an airtight safety mechanism as the drill runs on air and not a ball bearing system. You must twist the hand-piece all the way until it snaps in place. Then you would twist the hand-piece in the opposite direction once inserting your bit to lock it in place. Hope this helps!​
  

I think I might be allergic to your products, what can I do?

You can select your preferred payment method at checkout

• We accept secure payments for both local & international customers via Credit Cards, Debit Cards, and PayPal.
  
• AfterPay and Klarna are only available for USA and US Territories.

Note that additional exchange fee may apply if your currency is other than US dollars.

How can I use PayPal to pay for my order? 

• Once you are prompted to enter your payment information during checkout, please select the PayPal option, shown below. You will be redirected to PayPal to complete your order at this time.
  

How does AfterPay and Klarna work?

• We are excited to offer AfterPay and Klarna as additional payment methods at checkout. With AfterPay and Klarna, you are able to shop now and pay later! Simply select Installments by AfterPay or Klarna during checkout and pay for your purchase over 4 equal payments

Where can customers can track their orders?

• Until orders are processed and shipped, it will be marked as confirmed. There is no notification for when an order is processed due to the fact that when an order is processed it is shipped same day. 
• Once the order is shipped, customers can track orders via the shipping confirmation email. 

Do you offer a pro discount for nail technicians? 

• Due to the low cost nature of our products, we do not currently have discounts. Thank you for your interest!

Are there any promo codes I can use?

• Promo codes are announced via social media and our email newsletters. Be sure to follow us on all platforms.

Do promo codes have expire?

• All discount codes will come with an expiration date at the time that they are issued, so that you can plan your shopping date accordingly! Please keep in mind that discount codes cannot be combined with any other offers that may be live on our site at the time that your order is placed and are only valid once per customer.
  

Why isn't my promo code working? 

• Everybody loves a good deal, right?  As a quick reminder, only one discount code can be applied per order, & each code can only be used once per customer. 
• We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes cannot be applied towards shipping.
  

Do you offer samples?

• Due to the low cost nature of our products we do not currently send samples. Thank you for your interest!
  

I entered the incorrect address, how can I correct this? 

• Send us an email with the order number and the corrected address so we may update that for you. We are only able to update the shipping address within 22 hours of placing the order or if the order is still in our processing department. Once your order ships, we are unable to make any changes to the shipping address. You should still be able to update your address on the USPS website, though! 
• We are unable to change the billing address.

Can I change my order after it's placed?

• Unfortunately, we cannot make changes to orders after they are placed, including editing the contents of an order, adding promo codes, or cancelling it entirely. We apologize for any inconvenience this may have caused.

What do I do if my package was lost/damaged? 

• As stated in our terms and conditions, as well as our order confirmation, and shipping confirmation, we are not responsible for any lost, stolen, or damaged parcels after they have left our facility. There is nothing further we can do on our end except recommend that you file a claim for damage during transit. 
• We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please contact the parcel fulfillment company within 14 days of delivery so that they may assist you further. Please note that you may be required to provide photos of your goodies in order for the claims team to best assist you.
  

Missing Items

• Oh no! We’re sorry there was a discrepancy with your most recent order. For our claims department, please take a photo of the items you did receive alongside the packing slip provided in the package and email this information to our customer care team info@enailcouture.com 
• Please make sure that your name and order number are visible. Keep in mind that all discrepancies filed with the claims department have a 7 day time frame. If the customer fails to open a claim or submit the necessary pieces of evidence, the claim will be closed and cannot be reopened. Once we review the submitted evidence, we will be able to better assist you. Thanks in advance!

Can I cancel my order after I've placed it? 

• Once an order is placed, you are unable to cancel or modify the order. All sales are final.

Return Policy

• Unfortunately, due to the low-cost nature of our products, once an order has shipped, we are unable to offer refunds, returns, or exchanges. All sales are final. EnailCouture reserves the right to refuse any returns at any time.

• Due to the health and safety concerns, we DO NOT accept returns, refunds, or exchanges on any orders unless there is a manufacturer defect.

• If you believe you have received damaged or incorrect merchandise, please contact us within 7 days of the date when the parcel was received.

• Once the email has been sent we will issue you a return label. When the product arrives to our location we will further inspect the product for manufacturing defects.

• If product is proven defective a replacement will be shipped out.
• If no defect is proven the customer is responsible for any reshipment cost. If customer refuses to reship the product there will be no refunded issued as the product is not defective.

• Timing: we have a 7-days Return & Exchange Policy, since the day item was received.

• For returns/exchanges of incorrect products, please email info@enailcouture.com with the subject 'Incorrect Product/Order' and include your order number, name and a brief description.

• Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situation

• If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after. We are unable to refund anything other than the original payment method.

What happens if my parcel is returned to sender?

• If your parcels returns to us for any reason, we will issue you a refund of the total before shipping minus a 5% restocking. Once the refund is processed you will receive an email with the notification. 

Lost, Stolen and Damaged Orders :

Oh no! We are so sorry to hear that something happened to your order. We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please contact the parcel fulfillment company within 14 days of delivery so that they may assist you further. Please note that you may be required to provide photos of your goodies in order for the claims team to best assist you. Enailcouture is not liable for any products lost, stolen or damaged shipping under any circumstances. 

For lost or stolen orders, call the shipping carrier and get specific details regarding your delivery. Be sure to check around your home and around mailbox. Inquire with your neighbors. 

If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim. 

Shipping destinations:

• We ship both locally and worldwide.

Shipping times:

• Orders are currently taking up to 14+ business days to process an order. Once an order is processed we ship it out the same day.
• This time may vary due to the volume of orders received and is not a guarantee processing date.
• Standard US USPS shipping is 3-4 business days. Standard US UPS & FedEx is 3-6 business days.
• Shipping time might vary depending on location, shipment method, and other factors.

^{Delivery and Return Delays :} 

We do our very best to process and ship your order as quickly as possible, however once your order is transferred to USPS/UPS/FedEx, it may encounter delays during its journey to you. The same is true for orders determined to be undeliverable by USPS and returned to our HQ.

Please note, Enailcouture is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS/UPS/FedEx to the local carrier in your country or air and ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.

^{Can my parcel be redirected to a different address?}

Once your order ships, we are unable to make any changes to the shipping address. You should still be able to update the address on the USPS, UPs, or FedEx website, though! Please note that the purchaser is responsible for inputting the correct shipping address. If your package returns to us due to an incorrect address, it will be cancelled and restocked. We are more than happy to reship your order but there is a reshipment cost as we send orders to the address provided at the time of purchase.

Unfortunately, you do forfeit the right to a refund to your order if you decide to not reship.

Shipping cost:

• Orders over $149.99 will qualify for free shipping in the USA including Hawaii, Alaska, Puerto Rico & Guam.
• Shipping cost is depending on your chosen delivery method and country. Full price will be displayed at checkout. 

Expedited Shipping Information:

• UPS services are not available on weekends. All expedited orders must be placed Monday-Friday before noon, in order to ship out the same day, as our UPS carrier arrives by 1pm on weekdays only, excluding holidays. Expedited orders placed during the weekend will ship out the following business day. Per our policy, we are not responsible if the parcel is not delivered on the guaranteed shipping time. We cannot be held liable for UPS guarantees. We do not offer refunds on shipping charges if UPS fails to meet their guaranteed shipping times. Please keep in mind, UPS is experiencing unprecedented volume increases and limited employee availability due to the impacts of COVID-19, and the holiday season. If you should require further assistance, please reach out to UPS, and provide the tracking number so they may better assist you.

International orders are processed and shipped different than US orders

• International shipping typically is 10-21 business days.
• Shipping cost is depending on your chosen delivery method and country. Full price will be displayed at checkout.
• International taxes might be applied depending on your country's taxes policy.

• The recipient is responsible for any customs or duties placed by the origin country.

Customs duty is calculated as a percentage of the customs value of the goods:

The percentage or rate varies depending on the type of goods.

• The customs value is made up of: the price paid for the goods, the insurance cost, the shipping cost.

My package says delivered, but I did not receive it? 

• Sometimes USPS tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime! Unfortunately, we see the same tracking information as you. We relinquish all responsibility to the shipping company at the time of shipment. 

My item(s) arrived damaged.

• We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please contact the parcel fulfillment company within 14 days of delivery so that they may assist you further. Please note that you may be required to provide photos of your goodies in order for the claims team to best assist you. 

How many languages does Max speak?

• 4. English, Spanish, Russian, & Japanese

Where is Max from?

• Disneyland

What is Max's race/ethnicity?

• American and Plastic

How old is Max?

• 100

Where does Max buy his contacts? 

• That's his natural eye color

Does Max answer emails, phone calls or DM's?

• No, Max does not handle customer service related questions or concerns. If you should need any assistance, please email our Customer Care team info@enailcouture.com