Returns
Returns & exchanges
Last updated: 26 July 2026
Because every set is custom-made to your own measurements, and because press-on nails are a personal hygiene product, returns and exchanges are not accepted. Here is how we make sure you're happy before that ever becomes an issue — and what we do when something genuinely goes wrong.
How problems are prevented
- Sizes are confirmed first. Nothing is painted until I have your ten measurements.
- You approve the design. I send a sketch or reference image and wait for your yes.
- You see the finished set. Photographs are sent before the set is packed.
Three checkpoints, all before your parcel is sealed. If something isn't right at any of them, we fix it then.
Cancellations
You may cancel within 24 hours of ordering, provided production has not started. 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.
Damaged or incorrect orders
If your parcel arrives damaged, or the set does not match the design you approved, message us within 3 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
| Sizes came from the Sizing Kit | If the fit is wrong, we remake the set at no charge. |
|---|---|
| You measured at home | Message us. Individual nails can usually be remade for the cost of materials and postage — far cheaper than a whole new set. |
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
How to reach us
Message @ecrin.nailstodio on Instagram, or reply to your order confirmation email. Replies come within 24 hours, Japan time.
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