Refund policy

Last updated: June 23, 2026

Your satisfaction is our goal. If anything about your order is not right, email us first at service@shangmengnails.com. We respond within 3 days, 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.

Lost, damaged, or wrong items

If your order is lost in transit, arrives damaged, or the wrong item arrives, email us with your order number and clear photos of the package and items when available. Once confirmed, we will send a free replacement, with no return needed, and we cover the replacement shipping. If a refund is legally required or the better remedy in your case, we will handle that too.

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, opened, 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 can no longer change or cancel it, but the return process above still applies.

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.