Shipping policy

1. HOW LONG WILL IT TAKE TO PROCESS / FULFIL / MAIL MY ORDER(S)?

2-day processing only occurs in peak periods.

In quieter and non-peak periods, many orders placed before 5pm (Monday-Thursday) can be processed, or fulfilled, the same day and collected for shipping the following morning. But we will generally abide by our 1-day processing timescale.

*Please note we DO NOT PROVIDE SAME-DAY shipping and NEXT-DAY delivery. We are a small business and do not have the resources to operate like Amazon Prime and can only ship within Royal Mail last-post timings.

Notes:

• Orders are processed and prepared for fulfilment and mailing on working days only. When we refer to "working days", we mean - any day which is not a Saturday, a Sunday or a public holiday (England).
• Orders placed on Friday before 4pm will be processed, ready to be mailed/shipped on the following Saturday morning.
• Orders placed on Friday after 4pm will be processed, ready to be mailed/shipped on the following Monday. Unless it is a public holiday in England.
• Orders placed on Saturday will be fulfilled on the following Monday. Unless it is a public holiday in England.

You will receive a fulfilment notification after your order has been collected or posted and is in the hands of your courier or Royal Mail services.

In rare, busy periods order processing can take up to 5 working days before shipment, but in such cases, we will let you know by email if there is any foreseen delay.

 

2. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

UK SHIPPING
*Estimated shipping time by Shipping Option selected at checkout:

• STANDARD (3-5 day) RM 2nd Class (Free)
• 2-3 days from order fulfilled/processed
• 3-5 working days from order
• Aim to deliver in two to three working days including Saturdays, once mailed

• **STANDARD Shipping costs £1, now for all orders

• FAST 2-Day RM 1st Class (£2.99) : 
• 1-2 days from order fulfilled/processed
• Aims to deliver the next working day including Saturdays, once mailed
• Royal Mail barcode supplied, confirmed on delivery
• Royal Mail Signed For® 1st Class:
• 1-2 days from order fulfilled/processed
• Aim to deliver the next working day, including Saturdays, once mailed
• Online delivery confirmation
• Signature on delivery
• Royal Mail Signed For® 2nd Class:
• 2-3 days from order fulfilled/processed
• Aim to deliver in two to three working days, including Saturdays, once mailed
• Online delivery confirmation
• Signature on delivery
• Royal Mail Special Delivery Guaranteed by 1pm® (Tracked):
• Guaranteed delivery next day by 1pm* once order fulfilled/processed
• Full tracking
• Signature on delivery

 

3. WHERE IS POLYGEL NAILS UK BASED?

We are based in the United Kingdom, and as of 2021 we now stock and ship ALL our stock domestically from London and the Midlands.

Although the manufacturers and suppliers of our products are based globally, mainly - in the United States of America, Hong Kong, Australia and Spain.

As of 2021, International shipments are currently unavailable due to

• restrictions on nail products and perfume products in international mail,
• as well as, the cost of international shipping for our customers being higher than we deem fair to you.
• We hope to find and reinstate a better solution for this in future for our loyal USA, Canada, Europe, Asia, South America and Africa customer base.

4. WHAT IF MY ORDER IS LOST/DELAYED IN TRANSIT?

Rest assured, once all our orders are sent we retain 'evidence of postage' whether your order is being sent by Royal Mail or by courier (for special items, bulk and wholesale orders).

Most orders are protected under

• Royal Mail’s Retail Compensation Policy for Loss
• Royal Mail's retail compensation policy for delay
• and, Royal Mail's retail compensation policy for damage and part loss

If your order does not arrive to you, or gets lost in transit, we can certainly 

• resend/replace the item(s) to you,
• issue a partial or full refund for your purchase(s),
• or issue you store credit.

If an item has been lost in its entirety by Royal Mail, we will take action after the timescales set out below.

Compensation for loss will not be considered for an item that Royal Mail has not delivered or attempted to deliver until after

• 10 working days (for items other than Royal Mail Special Delivery Guaranteed by 1pm®) or
• 5 working days (for Royal Mail Special Delivery Guaranteed by 1pm®)

- have elapsed from the due date of delivery, unless there is evidence to the contrary to demonstrate that the item has not been lost.

Where an item is safely delivered after the 10 working days or 5 working days (in the case of Royal Mail Special Delivery Guaranteed®) you will be entitled to claim compensation for delay, but not for loss.

If an item has been delayed the customer may be entitled to claim compensation.

If an item has been damaged or part loss has occurred and the item has also been delayed, please get in touch and we will seek to rectify this as soon as possible.

  

5. CAN I CHANGE MY ADDRESS/ORDER?

Please email us as soon as possible if you wish to change or cancel your order.

Within the first 24 hours after the order was placed gives you the most chance of being able to update a shipping address, amend your order or quantity, or cancel all or part of an order.

Note that once the items in your order have been fulfilled and shipped or collected by Royal Mail, we are not able to make any changes or cancellations to your order.

 

6. HOW LONG ARE YOUR PRODUCTS IN STOCK FOR AND WHAT ABOUT PRICE FLUCTUATIONS?

Our products can stay in stock anywhere from 2 weeks to 2 months. Our pricing does fluctuate depending on if certain trade, import, or tax policies between countries change.

We do have some exclusive colours and sizes that we release for a limited period or seasonally. So if you see something you like and the price is right, you should purchase it immediately before it sells out or the price rises.

We also provide pre-order options on our most popular items that sell out fast. We will note the expected arrival date in the product's description and advise you when the product is back in stock and on it's way to you. Before then please make sure you check and update your delivery/shipping address if this changes before your items are shipped.

Discounted items are reduced for seasonal and flash sales periodically. We reserve the right to change the price of items at any time. All purchases made while products are discounted will be honoured.