Frequently Asked Questions
WELCOME TO OUR FAQ PAGE
After Placing The Order
What is the status of my order?
You will receive a confirmation email after you place your order. Orders take 1-4 business days to leave our warehouse after placing the order.
You will receive a shipping email when it ships. Check your SPAM folder, sometimes our notification emails stay there.
If you haven't heard from us, that means that your order is processing.
If you don't have a confirmation email, make sure your payment went through.
Can I cancel or modify my order?
Due to the automated process our warehouse fulfills and ships orders, we generally are unable to edit, cancel, or stop shipment on an order that has been created in our system.
Do you send order update emails?
We send confirmation emails and shipment emails. Only for issues with orders such as wrong or unverified address we may contact you to confirm your shipping address.
Once you place your order you receive a confirmation email, if you did not receive one, check your SPAM or may have had a typo in your email and that is why it did not go through.
Once your order ships, you will receive a shipment notification email with your tracking number.
I sent my order to the wrong address, what happens now?
We know mistakes happen but unfortunately there is no way for us to know that your address is incorrect or it was sent to a different address to the one you intended to ship to.
If you catch your mistake early and we haven't shipped, please email us with the subject line "URGENT, WRONG ADDRESS" so we can catch it on time.
If we have shipped already we can't stop it :(
If we get a package back due to an incorrect address, we can either resend the package or refund you, but you will be responsible for the shipping cost since we've paid for that to the US postal service in advance.
Why was I charged for the order if it has not shipped?
We do not store payment information. When you place your order our payment processing SHOPIFY PAY processes the payments and we don't have access to that information. That is why your card is charged when you place the order.
Why is my card is being declined?
Please be mindful that your billing address has to match exactly.
If you are using a prepaid card you need to contact the issuer to enable a billing address for online purchases.
How long have you been in the market?
We have been creating awesome products since 2014.
Our products come with printed instructions on the packaging or label, we understand sometimes they are hard to read. Most products have instructions under the product description page. Just search for the product on our search bar.
If you still have any questions you can submit a contact form and we will gladly help you.
Where are you located and where are your products made?
We have offices in New York, Madrid and London.
Our fulfilment centers are located in the US (Oklahoma and Texas) UK( England) and EU (Spain).
Our nail products are made in the USA while the skincare lines are curated in the mediterranean and made in Barcelona, Spain.
Are you cruelty free and vegan?
Yes, all our products are vegan and cruelty free.
My product dried out
We have 2 time sensitive products Mess no more!® and Gel no more!™
Mess no more!® is sensitive to air so the shelf life is 12 months unopened and 6 months after opening.
Gel no more!™ is also sensitive to air. If air sneaks in the bottle, the product will start evaporating. Once opened the product will last 5- 6 months in normal conditions. Unopened will last 10-12 months.
Can I buy your products at stores?
Our Mess no more!®, Gel no more!™ , Gel pusher and chrome powders can be found at Sally beauty stores nationwide (USA).
Are your products legal in all countries?
Yes, we are proud to comply with worldwide cosmetic regulations.
What materials does your Gel no more!™ product remove ?
Our Gel no more!™ removes all types of gels , acrylics, dip powders and glitter polishes.
For Dip powders: Follow the instructions of gel. You must file with a 80 or 100 grit file the top coat to break the dip. The dip does not bubble up like gel does, it will become softer, that is when you push it out of the nail. You must use a triangular gel pusher.
Depending on the brand and layers you have, it will take 4-6 applications.
For Acrylics: Same as dip powders.
Some acrylics will pop up in one piece, depending on the brand and the adhesion to your natural nail.
For UV gel (hard gel/liquid gel/ polygel): Same as dip powders.
For gel polish over acrylic: If you want to remove only the gel polish, follow the instructions to remove gel polish. Once you have pushed the product out of the nail, you can keep the acrylic or proceed to remove following the acrylic instructions above.
Can I return my products?
Please refer to our return policy here.
What do I do if I received a damaged product?
If your products arrived damaged, please send us a picture immediately after receiving to firstname.lastname@example.org . We will file a claim with the postal service and send a replacement.
You have 7 calendar days after the item is delivered to report the damage.
After this time we are afraid all damage claims would not be taken in consideration.
Shipping vs. Processing
Shipping time and processing time are 2 different things.
Shipping is the time it takes to reach you after we ship your order. Processing time is the time it takes to process an order and tender it to the delivery courier.
What do I do if my order says it was delivered but I don't have it?
Since we use the United States postal service to ship orders, you need to contact them directly with your tracking number to open a package investigation.
Unfortunately we don't work at the postal service and we don't have any inside information, we will have as much information as you do. Since you are the receiver, you have to contact them directly.
When we shipped your order, we sent you a confirmation email with the address where we shipped. Please verify that this address is correct.
Unfortunately refunds cannot be given if the USPS tracking shows a package "DELIVERED".
About my international shipment...
You will receive a reference number that can be tracked at ppxtrack.com when the package ships from the USA.
International packages depart our warehouse in Texas to go to the international postal processing center in Illinois. Once the package arrives there, is when it will start showing updates. That is why it takes about 5-6 business days to start showing any kind of updates.
Patience is the key, some international packages arrive in 2 weeks, some in four or five. It all depends on how fast your country is clearing packages coming from the US.
We now have fulfillment centers in the UK, Spain and USA. This will help expedite the orders going to EUROPE and the rest of the world :)
Do you ship to my country?
Yes, we ship worldwide via the postal service or DHL and UPS depending on your choice.