Terms And Conditions Of Use

Terms and Conditions

This returns and refunds policy is in accordance with the EU Distance Selling Directive which came into force in October 2000 and is part of UK law under the Consumer Protection (Distance Selling) Regulations 2000. This law applies to all transactions within the UK where a consumer does not meet the vendor. Contracts between businesses are not governed by these regulations.

The Naio Nails website is owned and operated by Naio Nails Ltd,
All of the goods on this website are offered by Naio Nails Ltd, which will be the contracting party for any order that you place on the site.
These Terms and Conditions of sale apply to all transactions for the sale of goods on the website. Please read them carefully. They do not affect your statutory rights.
We may change these terms and conditions at any time. Any change will take effect from the date posted on the website.

Within several minutes of submitting your order you should receive an order confirmation via email, if you do not receive this email, please contact us as soon as possible using our contact us page, email, phone or live chat service, it may simply be the case that your email address has been typed incorrectly. This first email is not a payment confirmation you and will receive a second email with this once we have successfully received your payment. The second email contains which your payment confirmation and your receipt including any VAT/taxes you may have paid within the UK, again if you do not receive this email please contact us as soon as possible.

Correct Information
All orders made by you through the website are subject to acceptance by us.
We recommend that you carefully check and correct any input errors in your order before the point at which you submit your order to us by clicking the "submit order to us" button on order summary page during checkout.
We frequently receive orders with the incorrect delivery country if this is the case we will edit your order to include the correct delivery country and check to see if there is a delivery service which is covered by the amount of postage you have paid. If so we will select a suitable delivery service for you. If not we will contact you to advise you of the services available and the pricing differences in order to proceed with your shipping. If we are unable to contact you we will hold on to your order for a maximum of 14 days before automatically refunding your payment and cancelling your order.

UK - Prices displayed on the website include UK VAT at 20%

European Union
- If you are ordering from countries within the EU you will be charged UK VAT at 20% unless you hold a valid European tax reference number. If so please include this in your order. The first time you order and supply a tax reference number may result in your order dispatch being delayed. This delay should not be any longer than one business day and is due to checks we must make on the validity of the tax reference number. Your first order will always include tax at 20% but this will be re-credited to you upon completion of our checks, subsequent orders will not be charged tax however you will be required to sign in to your account to make any future purchases. Once logged in to your account the prices will be displayed at the rate without taxes. If you choose not to create an account you will need to go through this process each time you place an order with us.

Rest of World - If you are ordering from outside the European Union you will be charged at the price displayed on the website, this price does not include any sales taxes but includes our surcharges for preparing customs clearance, excepted quantities/limited quantities/air freight documentation required and additional packaging/handling costs. Please be aware that you may be charged import duty/taxes by your countries import authority, this is beyond our control and is your own responsibility. To get an indication of what those charges may be for you and your country please click here please note that this is an estimate based on the information provided by each countries import authorities advice website, this is an indication only and we are not responsible if the information proves to be incorrect. If you do find this information to be incorrect please advise us and we will arrange to have it corrected. If your country is not listed please contact us and we will try to make this information available on our website in the near future. In the meantime you will need to research this information yourself you can assist us in updating our systems by notifying us of relevant websites you find where this information is held. Our sales staff will be unable to advise you on import duties which you may incur.

Prices and Promotions

Although we endeavor to ensure that all pricing information on the website is accurate, occasionally an error may occur and goods may be miss-priced or become out of stock or go on promotion.

Pricing errors
- If we discover a pricing error in your favour after you have paid for your order, we will automatically refund you the overcharge. In most cases we will honor any incorrect underpricing of an item especially if the error is highlighted to us by you, wherever possible we will also maintain that price for that individual for a further 3 months. Where we are not able to maintain the price for the individual who originally reported the error, a complementary gift certificate will be issued to show our gratitude. The amount of this gift certificate would be determined by us and judged on the severity if the error highlighted.

Out of stock products
- Occasionally products can be of limited stock levels, if we encounter an out of stock product after you have ordered and the same product is available in a larger volume, we will in most cases, provide a free upgrade of your product to the larger size. Where we are not able to send larger volume containers due to shipping restrictions we may choose to send several smaller containers instead, we guarantee that the volume of product which you receive you will always be of equal or larger total volume to the original purchase and you will never be charged extra on the item/s or shipping/delivery for the free upgrade. If we are unable to supply an alternative size at the same price due to an alternative not being available or shipping restrictions, we may refund you the cost of the item.

Colour Substitutes - Your Choice
Although rare, Occasionally products can become out of stock in a particular colour and size alternatives are unavailable. The tick box - we have included a substitute colour option for some of our products to enable you to opt-in/out of colour substitutions.
Opt in - 2for1
If there is a very close match to the one purchased we'll include this for you, and we'll also select another colour at random free of charge. These colours may even be New release colours and not of been published onto the website at that time so you could be in for a real treat. If it happens that a close match does not exist we will email you with a gift certificate for2X the product purchase price to spend on whatever you wish within the store, however if you decide prior to redeeming your gift certificate that you'd prefer a refund, the refund will only be offered at the original purchase price.
- If you feel a substitute would not be acceptable please un-tick the boxe(s) and we will immediately refund you at the original purchase price for out of stock colours.

Changing or Canceling your order

Before Collection by our Courier
- If you require any changes to be made to your order or your delivery address or you need to cancel your order after the order is submitted you will need to contact us via our contact us page, email, phone or live chat service to make these alterations, it will only be possible to immediately edit or cancel your order up until the point of collection by our couriers. Any refunds required will be issued within 1 business day of the changes being made, depending on the payment method this may appear immediately in your account or take several days, this is out of our control.
If you cancel your order in full before the order is dispatched we will refund you in full including any postage paid.

After Collection but before delivery is attempted - If you cancel your order in full after the order is dispatched we will refund you for the full purchase price minus any delivery costs we have incurred which will not be refundable. If your order has already been collected we will endeavor to recall the order from our couriers however depending on the length on time since collection this may prove ineffective, the sooner you are able to contact us the more likely we are to succeed in recalling your order. We are not able to recall parcels from DHL or Royal Mail the collection for these is usually between 4pm and 6pm GMT. Because some of the postage is absorbed in the product price the postage paid does not always reflect the postage costs incurred by us.
Mainland UK - There will be a flat rate charge of £6 to cover and postage costs we have incurred regardless of the postage method used. If you have been given free postage and then require a refund this amount will be deducted from the order value before refunding the remainder of the funds.
Non-Mainland UK & Europe - There will be a flat rate charge of £13 to cover and postage costs we have incurred regardless of the postage method used. If you have been given free postage and then require a refund this amount will be deducted from the order value before refunding the remainder of the funds.
Rest of the world - Postage costs we have incurred can differ greatly depending on the delivery country and the weight of the parcel, if required, please contact us for this information. If you have been given free postage and then require a refund this amount will be deducted from the order value before refunding the remainder of the funds.

Refused Delivery Outside Europe
- If you choose not to accept delivery of your order for reasons unknown to us your order will be held at the depot until a reason has been established and a arrangements have been made between you and us. We cannot accept import duty as a reason for not accepting receipt and you will be liable for the return delivery charges we incur, this is currently charged at the full rate of sending a parcel via UPS from the country in question back to the U.K. to check these rates please visit ups.com this amount will be deducted from your order total minus outgoing postage and any remaining funds then be refunded to you. If you have decided you no longer require your order please contact us and we will advise you on how to return the parcel to us via a more affordable or sometime free method and how to reclaim duties on a returned order.
No Answer Outside Europe - If you are not in at the time of delivery UPS will hold your parcel for around 4 business days and unless you or we have informed UPS with details of your requirements. After this time they will return the parcel to us. Return fees are charged at the full rate of sending a parcel via UPS from the country in question back to the UK to check these rates please visit ups.com this amount will be deducted from your order total minus outgoing postage and any remaining funds then be refunded to you. If you have decided you no longer require your order please contact us and we will advise you on how to return the parcel to us via a more affordable or sometime free method and how to reclaim duties on a returned order.

After Delivery - see returns and cancellations

Payments Options and Refunds
We require all orders to be fully paid for prior to dispatch, we do not create accounts for post delivery payments under any circumstances.

- We currently accept payments in a range of major currencies. If the your currency is not available please email us and well look at getting it added.

Credit or Debit Card Payments
- Payment can be made by most major credit or debit card providers unfortunately we are not able to accept American Express at this time. All credit/debit cardholders are subject to automatic online validation checks and authorisation by the card issuer. You can select to have a delivery go to a different address like a place of work this also usually a cheaper option for international shipping especially for orders outside Europe. Payment will be debited from your account within a few hours of you submitting your order to us.

Rejected Card Payments -
Cards are sometimes rejected for the simplest of reasons there is a few small steps you can make to help ensure your payment is successful:
  1. ensure that the billing details submitted with your order exactly match those on your bank account.
  2. Checkout in your primary currency, if you bank in USD checkout in USD.
  3. Try a different card.
  4. Try a different payment method. You can pay by card via both credit and Debit card option and through PayPal (no account required).
If the card issuer refuses to authorise payment we will not be able accept your order. We do not accept responsibility for any delay in dispatching the order due to a failed payment. Your card issuer will not provide us with any information on reasons for refusing to authorise a payment so we will be unable to offer advice on these matters, to obtain a reason for the refusal we recommend you contact the card issuer. The bank contact details are usually located on the reverse of the card.

Bank Charges -
We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order. This can be surprisingly expensive if you checkout in a currency which is not your accounts' primary currency. We currently accept payments in a range of major currencies including GBP, EUR & USD, AUD, CAD. If the your currency is not available please email us and well look at getting it added.

PayPal Payments
- You do not require a PayPal account to pay for your order using PayPal.

When you select the option to checkout using PayPal you will be transferred to the order summary page where you will get a final look at all of your order information.

Check these details are correct and click submit order to us. You will then be taken to the PayPal payment gateway. In the left hand column there will be a confirmation of the total payment amount to be paid. To the right of that there is both the option to login to a PayPal account or below that to enter your address details and payment details. Unfortunately the information from our site will not transfer to this page so if you are selecting to not login to an existing PayPal account you will need enter these details. It is recommended that you fill in your billing address details as registered with your card or bank issuer to help prevent security checks. Your order will still be delivered to the delivery address you provided to us during the checkout pages not (if different) to the address provided to PayPal.

Faster PayPal Payments -
PayPal often gives you the option to pay by bank transfer (eCheque) this method often takes approximately 7-10 days for the payment to clear and delaying the dispatch of your order until the funds are cleared. We recommend paying by either PayPal account funds (if available) or by credit or debit card.

Failed PayPal Payment -
If you are not able to successfully complete your payment through PayPal or you close the PayPal payment page you may find that it is not possible to attempt the payment again on the same order and you are returned to the Naio Nails website only to find an empty cart. If your cart is empty this means that the order has been submitted to us and you will have an order confirmation in your email. This is not a confirmation of payment this will follow in separate email usually around 10 minutes after the payment begin successfully processed , If you are unsure whether your payment was successful you can try the following.
  1. Log in to your Naio Nails account to see the current status of your order.
  2. Log in to your PayPal account if you have one any payments made will be displayed in your account summary.
  3. Check to see if you have received an email confirmation from PayPal email
  4. If you paid by card, check your account statement.
We create invoices within PayPal for orders we receive through our site where customers have selected to pay via PayPal and the payment has failed. If your Payment has failed you can either abandon the original order placed resubmit a new order by adding all of the items into the basket again and going back through the checkout and attempting the payment again. Or by waiting for the PayPal invoice to be emailed to you. The invoice will also be visible in your PayPal account when you login.

Gift Certificate/s - If you receive an email Gift Certificate from us or a friend by email it will contain details of who sent you the Gift Certificate, along with possibly a short message or reason for the Gift Certificate. The Email will also contain the Gift certificates Number this number should be copied and pasted into the "GIFT CERTIFICATE NUMBER" Box in the Payment Details page of the checkout. If you have any issues with a Gift Certificate not being accepted in the checkout, this can often be caused by copying an extra invisible character from within the code from the email. Try pasting the code to notepad(PC) or TextEdit(Mac) then coping it from there into the payment page. You can use the Gift Certificate as full or part payment towards an order and it's delivery costs and remaining credit will remain available for future purchases. If the gift certificate contains insufficient credit to make the payment required in full you will be able to pay the remaining balance using any of our other payment methods.

Refunds or Credits to Gift Certificates

Timing of refunds being processed by us depends on the status of your order.
Prior to dispatch - change or cancellation - Within 1 business day
Recalled from Courier - change or cancellation - Within 1 business day of the order arriving back with us unless otherwise agreed with us/you
Out of Stock Items - Within 1 business day of the order being dispatched, we will usually contact you to discuss your order.
Returned Item/Order - Within 1 business day of the order/item arriving back with us unless otherwise agreed with us/you.
Other refunds - Within 1 business day of the refund being agreed

The length of time it takes for the refund to be visible in your account can differ depending on the original payment method.
Gift Certificate - Immediately
PayPal - Immediately within the PayPal account, 3-5 days to reach your bank account.
Credit/Debit Card 3-5 days.

Free gifts, gift certificates and discounted items
Free gifts which you would no longer be entitled due to the return of the order, must be returned otherwise they will be charged at the regular retail price.
Gift certificates which you would no longer be entitled due to the return of the order, if unused will be cancelled, if already used deducted from the order total.
Multibuy or similar discounts which you would no longer be entitled due to will be recalculated based on the quantity retained by you. refunds will then be made based on this recalculation.
Double value gift certificates issued, as described in the "Colour Substitutes" section will be valid on future purchases after the delivery of the original order. If you prefer a refund, the refund will be at the original purchase price and not at the double value price.

Dispatch and Delivery

Delivery charges differ greatly depending on delivery country, location within a country, total weight of the order, the contents, and the value of the order. The most accurate quotation for postage for your order will be available by simply adding the required products to our online shopping basket and clicking continue to checkout and selecting the appropriate delivery country. Postage costs and options will then automatically be displayed to you. Only proceed through the checkout if you are happy with the postage costs displayed.

We cannot be held responsible for losses due to the delivery address supplied by you is incorrect, this most frequently happens when a customer selects an incorrect delivery country for example Belfast - Ireland in Mainland England or Texas in Mainland-England.

We will use reasonable endeavors to ensure that the estimated delivery times are met but we cannot accept any liability for late deliveries, which are due to circumstances outside of our reasonable control.
Once you have received the goods, all risk of damage to, or loss of, the goods shall pass to you. If you intend to cancel your order in accordance with the cancellation and returns policy, you must take good care of the goods pending their return to us.

Dispatch - Orders placed Mon-Fri. before 4pm are always dispatched the same day, approx 75-90% of orders placed after 4pm and until 7pm will also be dispatched the same day.

Time in transit - The length of time between dispatch and delivery depends upon a variety of factors including value, destination, customs clearance (if outside Europe), weight and the products being sent.

Images and Descriptions

What you see - All images are for illustrative purposes many of the images of products on this site have been altered to fit into site design, Actual packaging & product labeling may vary. Please note it is the customer’s responsibility to check all sizes, volumes, shades and colours before purchasing. Although we try to ensure that colours are represented as accurately as possible, there are limitations within technology which still make this impossible, you should be aware that colours displayed on your monitor will differ from reality. Slight shade differences can also occur between batches of product and we cannot guarantee that the same batch will be supplied, even within the same order.

Content usage - Naio Nails do not permit the use any of our website content including videos, images, text or design unless expressly authorised in writing by us. If our images are found on third party websites without our consent the relevant authorities will be informed, be aware that if this is eBay or Amazon this will ofter result in a permanent ban from their site. We are very strict on the rules of the use of our images due to the amount of fake Naio Nails products, we search these types of sites daily so if you are retailing our products, please ensure we are aware of your eBay /Amazon user ID and store name so we do not falsely report you.

Returns And Cancellations
We always advise customers to contact us before sending items back to us, we may be able to offer advice with regards to the best or most cost effective way of returning your order.

Cancellations within 7 days of receipt - We will accept cancellation of item/s without reason providing we are notified within 7 days of purchase being delivered you can contact us by return email from your order confirmation, our contact us page or live chat.

After the 7 days from receipt - Returns will only be accepted at our approval, requests for this approval should be sent us either by return email from your order confirmation, via our contact us page or live chat. This approval will only be given by one of these written methods and cannot be agreed over the phone.

Damaged / Faulty Goods

If the goods are missing from an order, your order is incorrect or goods are damaged or faulty please keep the goods together with the packaging and contact us as soon possible either by return email from your order confirmation, our contact us page, telephone or live chat for guidance.

Returning items - All products being returned because of cancellation must be unused, unopened and in a re-saleable condition. We cannot accept liability for goods lost or damaged during transit whist being returned to us. You are advised to wrap the product carefully to avoid any damages. You are also advised to return goods by recorded delivery, registered post, or by courier. Proof of postage will not be accepted as proof of delivery. Please remember to include your order number, name and address, and/or a copy of your purchase receipt with your return. Please note that the cost of returning unwanted items is your responsibility.

We will allow the following period of time after the receipt of your order in which to return your item/s.
17 days (within UK)
21 days (within Europe)
28 days (Rest of the world)
If it is not possible to return the items within these times please advise us.

Returns should be sent to:

Naio Nails Ltd,
5 Portrack Court,
Portrack Lane,
TS18 4XB,

Please include your order number, name & address with any returns this will help speed up your refund.

Right to Withdraw Goods

We reserve the right to withdraw any goods from the website at any time. We will not be liable to you or anyone else for withdrawing any goods from the website.