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Last updated: August 13, 2026

Your satisfaction is our goal. If anything about your order is not right, email us first at service@shangmengnails.com. We aim to reply within one business day, and we will help make it right.

Start with the right fit

Every natural nail bed is different, especially if your nails are flatter, wider, or between sizes. Before you order, use our Nail Finder Quiz and Size Guide to choose the best shape, curve, and size. A size or fit mismatch is usually a fit question, not a product defect; contact us and we can help you choose a better match next time.

Defective, damaged, wrong, lost, or unavailable items

If your order arrives defective, damaged, or contains the wrong item — or if an item is lost in transit or becomes unavailable due to a stockout on our end — contact us at service@shangmengnails.com. To help us confirm and resolve the issue quickly, please include your order number and, when available, clear photos of the packaging and affected items. Once we've confirmed the issue, you choose the remedy:

1. Free replacement with the same style, when available.
2. Free replacement with the same number of any styles currently in stock — your pick.
3. Full refund of what you actually paid for the affected item(s).

If the replacement styles you choose cost more than what you actually paid, we cover the difference — you pay nothing extra. If they cost less, we proactively refund the difference based on what you paid, to your original payment method.

If you've received the affected item, you don't need to return it. For lost or unavailable items, there is nothing to return. Replacement shipping is free where applicable.

"Full refund" means the refund covers the affected item(s) only. It covers the entire order only when the entire order is affected.

If a set simply isn't what you hoped for, email us — we'll help you find a better match.

Your statutory rights are not affected by any of the above.

If you changed your mind

You may request a return within 30 days of delivery for items that are unused, unworn, not glued, filed, altered, or opened in a way that affects hygiene, complete, and in original packaging. After we receive and inspect the return, we refund the product amount to your original payment method. For change-of-mind returns, the customer covers return shipping, and original shipping is non-refundable unless required by law. Contact us before sending anything back so we can confirm the return address and match the return to your order.

EU customers

If your order was delivered in the European Union, you also have a statutory 14-day right of withdrawal. Use our EU Right of Withdrawal page for that request. For change-of-mind withdrawals, you are responsible for the direct cost of returning the goods unless we tell you otherwise. We may wait to refund until we receive the returned goods or you provide proof that you sent them back. For hygiene and safety reasons, unsealed, tried-on, applied, worn, or used press-on nails may not be returnable.

How returns work

1. Email service@shangmengnails.com before sending anything back. Returns sent without prior contact cannot be matched to your order and may delay your refund.

2. Use a tracked shipping service. We can only credit returns that actually reach us.

3. Once your return arrives and is inspected, we will email you and refund your original payment method within one week. If you no longer use that card, let us know in advance.

Order changes and cancellations

Need to change or cancel? Email service@shangmengnails.com as soon as possible. If your order has not shipped yet, we will do our best to catch it. Once an order has shipped, we may not be able to change or cancel it. If we miss a confirmed cancellation request, or a delivery delay means an order can no longer meet a stated time-sensitive need, contact us. We will review the order and offer the appropriate remedy, which may include a refund or replacement. We will tell you whether a return is needed; do not send anything back unless we ask you to.

A few special situations

If your parcel is held at customs, contact us first and we will help resolve it. If a package is refused at delivery or returned as undeliverable, the extra carrier costs may be deducted from the refund, so please reach out to us instead of refusing a parcel.

If a parcel goes to the wrong address because the shipping address was entered incorrectly at checkout, we will share the carrier information and help you try to redirect it, but we cannot refund orders shipped to an incorrect address provided at checkout.

Nothing here limits your statutory rights. For anything else, email service@shangmengnails.com and we will help.