FAQ's
All our most popular questions are listed below, otherwise contact us if you require further help.
Orders and Payments
Is my payment secure?
Is my payment secure?
Yes, your payment is 100% secure. We use industry-standard encryption to protect your data and ensure that all transactions are processed safely.
Paying using Klarna
Paying using Klarna
Klarna offers flexible payment options, including splitting your payment into instalments or paying later. To use Klarna:
- Choose Klarna at checkout.
- Complete the required details and select your preferred payment plan.
- Klarna will guide you through the rest of the process.
Klarna's availability depends on your location and eligibility. You can find more information here.
Paying using PayPal
Paying using PayPal
PayPal is a fast, secure, and convenient way to pay.
To use PayPal at the checkout:
- Select PayPal as your payment method.
- Sign in to your PayPal account.
- Review your payment details and complete your purchase.
Why was my payment declined?
Why was my payment declined?
There could be several reasons why your payment was declined, such as:
- Incorrect billing information (e.g., mismatched name, address, or card details).
- Your bank or card issuer flagged the transaction for security reasons.
- Expired or blocked cards.
- Insufficient funds in your account.
We recommend double checking the details you entered and contacting your card issuer or payment provider for further assistance.
What payment methods do you accept?
What payment methods do you accept?
We accept various payment methods including credit/debit cards, PayPal, Apple Pay, and Google Pay. Paypal and Klarna. Secure payment options ensure a smooth and safe checkout process.
My order status shows "delivered," but I haven't received it. What should I do?
My order status shows "delivered," but I haven't received it. What should I do?
If your order appears as delivered but you haven't received it, please contact us with your order number and confirm your delivery address.
Can I add items to my order after I have already placed it?
Can I add items to my order after I have already placed it?
Unfortunately, we are unable to add items to an order once it has been placed.
I did not receive all of the item(s) I ordered.
I did not receive all of the item(s) I ordered.
We're sorry to hear that something's missing from your order. Please contact us as soon as possible and provide your order number along with details of the missing item(s).
Item(s) in my order are faulty/damaged, what do I do?
Item(s) in my order are faulty/damaged, what do I do?
We’re sorry that item(s) in your order arrived faulty/damaged. Please contact us as soon as you can and provide us with the following information.
1. Order Number
2. Product name and batch number (this is usually located at the side or bottom of our products)
3. Details of the fault/damage
4. Images of the fault/damage
How do I cancel my order?
How do I cancel my order?
If you need to cancel your order, please contact us as soon as you can and provide us with your order number. Our Fulfilment team processes orders quickly, so cancellations are not always guaranteed. We have a very short window to cancel an order order once it has been placed.
Can I change my delivery address once I’ve placed an order?
Can I change my delivery address once I’ve placed an order?
If you need to change your delivery address, please contact us as soon as possible. We have a small window to make address updates, as we work quickly to process and ship orders.
Once your order has been dispatched, you’ll receive an email with your tracking information. At that point, we recommend contacting the courier directly to request an address change, this may not always be possible.
If your order cannot be delivered and is being returned to us. You will need to contact us to arrange a redelivery, as we won’t be notified automatically.
How do I track my order?
How do I track my order?
Once your order has been dispatched, you should receive an email with your tracking details. If this email doesn’t appear in your inbox, check your Junk/Spam folder as the email may have diverted there depending on your email settings.
I haven’t received my order confirmation/dispatch email?
I haven’t received my order confirmation/dispatch email?
Order confirmation
A confirmation email is usually sent within 10 minutes after an order has been placed. We’d recommend checking your Junk/Spam folder as the email may have diverted there depending on your email settings.
If you haven’t received the order confirmation email, please contact us.
Dispatch confirmation
You should receive an email once your order has been dispatched. Orders placed after 12 pm will be processed the next working day. Orders placed after 12 pm on Fridays and over the weekend, will be dispatched on Monday of the following week.
We'd recommend checking your Junk/Spam folder as the email may have diverted there depending on your email settings. If you haven’t received the shipping confirmation email, please contact us.
Returns
What is your return policy?
What is your return policy?
We understand that sometimes purchases may not work out. Please see our return policy below:
General Returns
You may return new and unused items within 30 working days of receipt. Please note that we do not offer free returns.
90 Day Money Back Guarantee
All Allure Nail Kits are covered by our 90 day money back guarantee. If you are not completely satisfied after using the product, you may return it for a full refund (excluding shipping costs).
Damaged or Faulty Items
If your items arrive damaged or defective, please contact us within 3 working days of delivery. As long as the items are unused and stored in appropriate conditions, we will arrange for a repair or replacement.
Non-Delivered or Incorrect Items
- If you receive incorrect or missing item(s), please contact us within 3 working days of delivery. We will arrange for a replacement or refund once the item(s) are returned in unused condition and original packaging.
- If your order has not been delivered, please contact us within 14 working days so we can investigate.
Returns Process
- Ensure returned items are securely packaged, and keep your proof of postage.
- Refunds will be processed within 14 days of receiving the returned items, and you will be notified via email.
Your statutory rights remain unaffected.
How do I return my order?
How do I return my order?
1. Contact Us
Please reach out to us before returning any items. Provide the details of your return, including the reason. We will issue you a return authorisation number along with clear instructions. You cannot send items back without this number.
2. Prepare Your Return
Ensure that your items are securely packaged to prevent any damage during transit. We highly recommend using a reliable postal service, such as Royal Mail Registered Delivery or another signed-for service. Keep your proof of postage, as the return remains your responsibility until it reaches us.
3. Send Your Package To:
Allure Nails
Unit 8C
Victoria Industrial Estate
Hebburn
NE31 1UB
4. Refund Process
Once we receive and verify your return, we will process your refund within 14 working days. In some cases, it may take a little bit longer.
Important Notes:
- We do not accept used, damaged, or worn items. If we receive such items, we will notify you via email, and you will need to arrange their return within 14 days.
- To ensure a smooth return process, please follow the steps outlined above.
If you have any questions, feel free to contact us.
When will I receive my refund?
When will I receive my refund?
Your refund will be issued to your original payment method. Please note that it may take up to 10 business days to appear in your account, depending on your bank or payment method. If you haven't received it after this period, please contact us.
Can I return a gift that I received?
Can I return a gift that I received?
If your item is new and unused, you can request a replacement, exchange, or refund. Please note that, in compliance with GDPR regulations, we require the original purchaser to contact us and authorise the return of any gifts.
Refunds will be issued directly to the original payment method used for the purchase. If you're looking to exchange an item, just ensure that the replacement is of equal value.
Can I exchange an item?
Can I exchange an item?
If your item is new and unused, we’re happy to help you exchange it for another item of equal value.
Please contact us for further assistance.
What is your return address?
What is your return address?
Allure Nails
Unit 8C
Victoria Industrial Estate
Hebburn
NE31 1UB
Where is my replacement order?
Where is my replacement order?
Once your replacement order has been dispatched, you will receive an email with your new tracking details. If you don’t see it in your inbox, please check your Junk or Spam folder, as it may have diverted there based on your email settings.
Delivery
Do you offer free shipping?
Do you offer free shipping?
We offer FREE UK Standard Delivery for orders over £75.
How much does shipping cost?
How much does shipping cost?
Free UK Standard Delivery: For orders over £25 (2-4 working days)
UK Standard Delivery: £2.95 for orders under £25 (2-4 working days)
DPD Next Day Delivery:
- £5.95 for orders under £25 (1-2 working days)
- £2.99 for orders over £25 (1-2 working days)
Please note orders are delivered between Monday - Saturday.
What should I do if there's an error with my delivery address?
What should I do if there's an error with my delivery address?
Please contact us as soon as possible and provide us with your order number and the correct delivery address.
How can I track my order?
How can I track my order?
You can track your order here.
Please note, that orders placed after 12 PM will be processed the next working day. Orders placed after 12 PM on Friday or over the weekend will be dispatched on the following Monday.
Can I combine two orders in one shipment?
Can I combine two orders in one shipment?
No, unfortunately, orders cannot be combined into one shipment once they have been placed. Each order will be processed and shipped separately.
Technical Support
How do I create an account?
How do I create an account?
Creating an account is super easy! Simply click here and fill in your details.
I forgot my password. How do I reset it?
I forgot my password. How do I reset it?
Simply click the "Forgot your password?" link on the login page, and we will send you an email containing a link to reset your password.
How do I add items to my Wishlist?
How do I add items to my Wishlist?
Spotted something you love? Just log into your account and click the heart icon next to the product to save it to your Wishlist!
How do I update my email address or personal information?
How do I update my email address or personal information?
To update your email address or personal information, simply reach out to us with the details you'd like to change.
Are my details secure?
Are my details secure?
Absolutely! We take your privacy and security seriously. All your personal information is stored safely and handled following strict privacy policies.
How do I delete my account?
How do I delete my account?
If you’d like to delete your account, please contact us, and we’ll assist you with the process. However, please note that if you’ve previously placed an order, we won’t be able to delete your account entirely. Instead, we can disable it to ensure your data is secure and no longer active.
How do I unsubscribe from marketing emails?
How do I unsubscribe from marketing emails?
We understand that inboxes can get crowded! Simply click the unsubscribe link at the bottom of any promotional email. This will take you to our website, where you can opt out of marketing emails.
Please note you can change your preferences and filter out new collections or certain sales instead.
Discounts and Promotions
How do I apply a discount code to my order?
How do I apply a discount code to my order?
When you view your basket, you'll find a section to enter a discount code or voucher. Click 'Apply' once you’ve entered the code. Please note that the code is case-sensitive, so make sure to enter the code exactly as it appears and without any spaces.
Discount codes cannot be combined with other offers, and certain exclusions may apply.
Why is my discount code not working?
Why is my discount code not working?
We are sorry your discount code hasn't been applied to your order. Items in your basket may be part of our Offer Exclusions or have already been discounted. For further assistance, please contact us with a screenshot of your basket and the code you are trying to apply.
Can I use more than one discount code?
Can I use more than one discount code?
Discount codes cannot be used in conjunction with other offers and promotions