Returns
Returns & exchanges
Last updated: 10 August 2026
Because every set is painted to order after you buy it, and because press-on nails are a personal hygiene product, returns and exchanges for change of mind are not possible. What follows is what I do instead, and it covers almost everything that can go wrong.
How problems are prevented
- Fit is settled before I paint. Choose one of the five standard sizes from the published size chart, or ask for a free sizing kit — ten blank tips numbered 0 to 9 — and I only start painting once your own numbers reach me.
- If you asked for a sizing kit, nothing is painted until your numbers arrive. Until then the order can be cancelled in full, with no questions and no fee. If you chose a standard size, painting begins soon after your order is paid, so please write to me as early as you can.
Because the fit is settled either from the published size chart or from the numbers you send, it is agreed before any work begins. If a number looks unusual next to the others, I will write and check with you before I start.
Cancellations
You may cancel at any time before painting starts. If you chose a standard size, painting begins soon after your order is paid, so please write to me as early as you can. If you asked for a free sizing kit, painting does not begin until your ten numbers reach me, so you can cancel at any point until then. Once painting has begun the order cannot be cancelled, as the set has been made specifically for your hands and cannot be sold to anyone else.
If we pass the delivery date we gave you and your set has not shipped, you may cancel for a full refund at any point, whatever stage production has reached. Days lost to customs, severe weather, postal disruption, or an address that turns out to be wrong do not count towards that date.
If we know we are going to miss that date, we will write to you before it passes. That email gives you a new shipping date and tells you that you may cancel and be refunded in full. If the new date is more than 30 days later than the original, or if we cannot give you a firm date at all, your order is cancelled and refunded automatically unless you reply to say you are happy to wait. If we then miss the new date as well, we write again, and that time the order is cancelled and refunded unless you reply agreeing to wait longer. You never have to ask us for a refund that is due.
Refunds are issued to your original payment method within 7 business days, including any shipping you paid.
The sizing kit
If you ask for your set to be made to your own ten numbers, the sizing kit comes free of charge. There is nothing to pay for it and nothing to send back — it is yours to keep.
If your kit arrives damaged, or does not arrive at all, we will send a replacement at our expense. The kit is always sent by standard post and cannot be upgraded to the rush service, because it travels separately from your set.
Damaged or incorrect orders
If your parcel arrives damaged, or the set does not match the design you approved, message us within 30 days of delivery with photographs. We will remake the set or refund you in full — your choice. Return shipping, where we need the set back, is paid by us.
Fit issues
| The set does not match the size you ordered | That is our mistake, whether you chose a standard size or sent us your own ten numbers. Message us within 30 days of delivery with a photograph and we will remake the set or refund you in full — your choice — at our expense, postage both ways included. |
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| You chose a standard size, or used the sizing kit, and the fit is off | The set was made exactly to the numbers you sent, or exactly to the published size chart, so there is no fault on our side. Message me within 30 days of delivery with a photo of the set on your hands and I will either remake it at half the original price (return and re-ship postage paid by you), or send you a free sizing kit so that your next set is made to your own ten numbers — whichever you prefer. |
| You skipped the kit and sent your own measurements | This is treated as a sizing mistake on your side, so a return or refund is not available. A paid exchange is available on request, though measurements alone cannot always capture how a tip sits against the cuticle. |
| Who decides which of these applies | We compare the size recorded on your order — a standard size from the published chart, or your own ten numbers — with the finished set in your photographs. If the two agree, the set was made correctly. If they do not, the mistake is ours. Where it is genuinely unclear, we treat it as ours. |
Not covered
- Change of mind after production has started
- Damage caused by removing a set dry instead of soaking it in warm soapy water
- Colour appearing slightly different from your screen — monitors vary, and gel shifts subtly in different light
- Delays caused by customs in the destination country — these do not count towards the delivery date we gave you
- Size problems on a set made from measurements you sent instead of the sizing kit (a paid exchange is available; see Fit issues above)
Your statutory rights
Every set is painted to order in the design and size you choose, and press-on nails are a personal hygiene product. Goods made to a customer's specification are excluded from the statutory cancellation and withdrawal rights that apply to ordinary distance sales, including the 14-day right in the EU and the UK. A set made to your own ten numbers is clearly covered by that exclusion. Where you chose one of our five standard sizes, contact us within 14 days of delivery if you believe the exclusion should not apply to your order and we will look at it with you. Nothing on this page limits your rights where a set arrives faulty, damaged, or not as described.
How to reach us
Message @ecrin.pressonnails on Instagram, or reply to your order confirmation email. Replies come within 24 hours, Japan time.
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