Returns & Refunds — FAQ

Everything you need to know about starting a return or getting your money back.

How do I start a return?

All returns are initiated through our online returns portal. You’ll need your order number, the items you’d like to return, the reason for the return, and your preferred carrier. Once submitted, you’ll receive a prepaid shipping label by email.

How long do I have to return an item?

You have 30 calendar days from the date your order is marked “Delivered” by the carrier. If no delivery confirmation appears within 14 days of your ship date, your window begins 7 days after the ship date. Once the 30-day window closes, returns are no longer accepted.

Do I need the original packaging?

Original packaging is recommended but not required. As long as all product components (applicator, cap, instructions, etc.) are included, your return is eligible. Missing the outer box alone won’t prevent your return.

My return is worth $350 or more — what do I do?

Returns with a combined item value of $350 or more cannot be processed through the self-service portal. Please contact our Customer Service team directly — they’ll review your request and, if approved, walk you through the standard return process. All standard deductions apply.

How many returns can I submit per order?

Each order can have a return request submitted for eligible items within the 30-day return window. If you have questions about a specific order, contact Customer Service.

Which items are not eligible for return?

The following cannot be returned:

• Items marked Final Sale or limited-edition at the time of purchase
• Gift cards
• Certain hazardous materials — these cannot be returned through the self-service portal. If your item is defective, damaged, or we shipped the wrong item, please contact Customer Service and we’ll arrange a compliant return for you. Hazardous-material items that are not the result of an Après Nail error are not eligible for return. Products in this category include:

pH Bonder

Gel-X Prep

Primer

Gel-X Kits

Dilution Fluid

All other items are returnable within the standard 30-day window.

Can I return a nail or skincare product I’ve already opened?

Yes — products that come into direct contact with skin, nails, or hair are still eligible for return within the standard window, even if opened or used. You will receive a full refund regardless of condition. Opened items will be discarded rather than restocked, but that does not affect your refund.

I ordered a bundle — can I return just one item from it?

No — to return any item from a bundle, the entire bundle must be returned together. Also note: if a bundle contains any non-returnable item (such as a Final Sale product), the entire bundle is ineligible for return.

I ordered multiple items — do I have to return all of them?

No. For non-bundle orders, eligibility is assessed item by item. You can return only the eligible items and keep the rest.

Who pays for return shipping?

We provide a prepaid shipping label at no upfront cost. However, the actual cost of return shipping is deducted from your refund, unless your return reason is a defective item, damaged item, or wrong item shipped — in those cases, we cover shipping entirely.

How long do I have to ship my return after receiving the label?

You have 14 calendar days from the date your label is issued to drop off your package with the carrier. If the carrier hasn’t scanned your package within that window, your return will be automatically canceled and no refund will be issued — even if you drop it off afterward.

Important: The label may remain physically scannable after 14 days, but we enforce this deadline on the refund side. This deadline is displayed before you submit your return request and again in your confirmation email. Drop off your return as soon as possible.

Will I see my estimated refund amount before I confirm?

Yes — before you click “Confirm” on your return request, you’ll see an estimated refund amount based on the items being returned, minus an estimated shipping deduction and the 5% restocking fee (if applicable). This gives you the information you need to decide whether to proceed before the return is submitted.

Can I cancel a return after I’ve submitted it?

You can cancel a return request as long as the carrier has not yet scanned your package. Once a carrier scan occurs, the return cannot be canceled. If you don’t ship the package, your return will automatically close after 14 days of inactivity with no refund issued.

When will I receive my refund?

Your refund is triggered automatically when the carrier scans your drop-off. We initiate the refund within 24 hours of that scan, and funds typically appear in your account within 3–7 business days depending on your bank or card issuer.

How much will I be refunded?

Your refund is based on the amount you paid for the returned items, minus:

• The cost of return shipping
• A 5% restocking fee on the item subtotal

Exception: If your return reason is defective, damaged, or wrong item shipped, neither deduction applies — you receive the full amount back. Photo proof is required for defective or damaged claims (see below).

The restocking fee and your estimated refund total are displayed clearly in the portal before you confirm your return.

What if I’m returning a defective or damaged item — do I need to submit photos?

Yes. If you’re claiming an item is defective or damaged, you’ll need to submit photo evidence as part of the return request. This is required to waive the 5% restocking fee and return shipping cost. Our team will review the photos on their end — you don’t need to contact Customer Service separately.

What if my item is too inexpensive to bother shipping back?

For items with a subtotal of $10 or less where return shipping would cost 50% or more of the item’s value, we’ll issue a full refund without requiring a return. You keep the item — no restocking fee applies.

Will my original shipping charge be refunded?

Original outbound shipping charges are non-refundable, unless the return is due to our error (wrong item shipped, damaged in transit, etc.).

Can I get store credit instead of a refund?

At this time, refunds are issued to your original payment method only. Store credit is not currently available but may be offered in a future update.

What happens if I accidentally return the wrong item?

If our warehouse receives an item that doesn’t match your return request, we’ll flag the discrepancy and reach out to you automatically. You’ll have the option to have the item shipped back to you at your expense, or to have it discarded. Repeated instances of incorrect returns may result in your account being reviewed or restricted.

I received a promotional gift card with my order. Does that affect my return?

If you haven’t used the gift card: It will be automatically voided when you initiate the return. You’ll receive a refund for your eligible items minus any applicable deductions.

If you’ve already used the gift card (fully or partially): The original order is no longer eligible for a monetary refund. If your items are defective or damaged, please contact Customer Service — resolution will be limited to replacements only.

What if my order included a free item (gift with purchase)?

If your order included a free item as part of a promotional offer, the following applies:

• Free items cannot be returned on their own.
• If you are returning paid items from a bundle that included a free item, the free item must be included in the return shipment.
• You may not return the paid items while keeping the free item.
• Refunds for bundle returns that include a free item are based on the paid item subtotals only — no refund value is assigned to the free item.
• If your free item arrived defective or damaged and you do not wish to return the full bundle, please contact Customer Service. A replacement may be issued at our discretion.
• If all items (including the free item) are not returned, your account will be flagged and your ability to initiate future returns will be disabled.

My package was marked “Delivered” but I never received it. What now?

If your tracking shows delivered but you didn’t receive your order, we may issue a replacement at our discretion. Once a replacement is sent, the original order is considered fulfilled and is no longer eligible for a refund. If the replacement itself arrives defective or damaged, you may be eligible for one additional replacement — please contact Customer Service.

Can I exchange an item instead of returning it?

We don’t process direct exchanges. To swap for a different item, return your original purchase through the portal and place a new order for what you’d like instead.

The returns portal is down. What should I do?

If the portal is unavailable for more than 24 hours, your return window will automatically be extended by the length of the outage. You can also contact Customer Service to initiate a return manually while the portal is down.

Do you accept returns from Hawaii, Alaska, Puerto Rico, or U.S. territories?

Yes — all 50 U.S. states and U.S. territories (including Puerto Rico, Hawaii, and Alaska) follow the exact same return process. No additional fees, extended timelines, or special procedures apply.

When must I report a damaged, wrong, or defective item to qualify for the fee and shipping exemption?

To qualify for the restocking fee and return shipping waiver, you must report the issue within 7 business days of receiving your items. Reports submitted after this window are still accepted within the standard 30-day return window, but the 5% restocking fee and return shipping deduction will apply.

Does reporting a company-fault issue early extend my overall return window?

No. Reporting a company-fault issue early qualifies you for the fee and shipping exemption only — it does not change your 30-day return window in any way.