- Can I pay by cheque?
‘Fraid not. You can pay for your order by card or Paypal.
- No matter what I try, payment by card doesn’t work. What should I do?
Try again after restarting your browser or refreshing the page. If the problem continues, the simplest solution is to use Paypal while waiting to contact your bank.
- As I was making the payment there was a glitch and it doesn’t look like my order went through… Will my account be debited?
If you haven’t received an email confirmation it’s absolutely certain that your order hasn’t been validated and your account won’t be debited. There was probably a connection or browser problem. The simplest solution is to start over. Don’t despair—you’re almost there!
- I can’t log in to my account—what should I do?
Don’t panic. The simplest solution is to click on “forgotten password” and to follow the instructions that will be sent to you by email.
- When can I contact customer service?
You can reach our customer service by phone on 646-975-9473, from Monday to Friday, 9am to 5.30pm CET.
=> I would like to write to you (advice, love letter, earbashing). What address should I send it to?
The simplest solution is to send us as email at email@example.com.
Go easy on the ear bashing—we really do our best to make sure everything runs smoothly. And above all, take a deep breath and re-read your email before clicking on send. This advice stands for life in general, too. You’re welcome :)
- I haven’t received a reply to my email. What’s up?
We receive a huge amount of email on all kinds of subjects (partnerships, orders, wholesale, projects, job applications…). So it’s sometimes difficult to reply to all of it, but we promise to do our best. And it’s also possible that your email has found its way into our spam folder. Feel free to send us a gentle reminder if you haven’t received a reply after a week. by phone on 646-975-9473, from Monday to Friday, 9am to 5.30pm CET.
- What are your delivery times?
Once your order is confirmed, we need around 2 business days to process and prepare you order. Then, depending on the destination, the delivery time can vary between 3 to 5 days. It takes 7 days maximum between order confirmation and delivery.
If you have any questions, or your order seems to be taking more than 2 weeks to arrive, please shoot us an email at firstname.lastname@example.org, and we’ll fix it!
- And if I take advantage of my days off to place an order on a Friday afternoon, when will I receive my delivery?
An order placed after 3pm EST on a Friday will most likely be prepared on the following Monday. Spare a thought for our logistics team who manages your orders with great care and attention and who deserves a well-earned break over the weekend.
- Which delivery services take care of delivering my order?
We chose the best carrier, based on your location and quickest estimated delivery date : UPS, FedEx or USPS.
- How are delivery charges calculated?
They are calculated automatically in your order basket.
Orders from $1 to $19.99 = $6 shipping fees
Orders from $20 to $29.99 = $8 shipping fees
Orders from $30 to $40 = $10 shipping fees
Orders from $40 to $50 = $13 shipping fees
Orders up to $50 = Free delivery
- How can I benefit from free delivery?
Easy. You just have to place an order totalling at least 50 USD.
- I moved house and forgot to update my delivery information. Can I change the delivery address after I have confirmed my order?
If you haven’t received an order confirmation email, you can send us the correct address via the contact form. Do this asap as once the order has been dispatched, it’s too late to change it. If the order is returned to us due to an incorrect address, you will be responsible for the delivery charges.
- I’m a natural born worrier. Can you let me know whereabouts my parcel is?
The latest news is that it’s doing very well. You should have received an email with a tracking number. This will come in handy for you to find out exactly where your much-awaited order is. You can also check the status of your order under “My Account”.
- I haven’t received anything and the courier says that the package has been delivered. I fear the worst.
Fear not. It’ll all work out in the end, believe us—we have experience in these matters. Start by checking with your entourage—neighbors, colleagues, friends, relatives; perhaps someone with good intentions put it aside for you. You just need to find out who! If the package really is nowhere to be found, it’s a pain but there are solutions. First of all, send us an email at US email@example.com, to notify us. We will follow up with our logistics company and the carrier (UPS, FedEx or USPS). If the issue is related to an error on our side, we will re-ship your order, charge free.
- I’ve changed my mind, I made a mistake… Oops. How do I return make a return?
Oops, well, ok, everyone has second thoughts at some point. Luckily for you, you have the right to a period of withdrawal in the US, so take advantage of it! However, the shipping fees will be at your expense, and you will have 15 days to return the items in new or unused condition with all original materials included with the shipment. We will then take up to 30 days of receipt of the item(s) to proceed with the reimbursement (more details can be found in our T&Cs). If you act quickly, the delivery will be cancelled in time and you won’t be charged.
- I’ve received the package but it’s not what I ordered…
Oops (again)! We will do everything we can to send you the correct products in the perfect condition as quickly as we can. Contact us asap at firstname.lastname@example.org so that we can go ahead with the exchange (for which, of course, we will pay the charges)
- I haven’t found the answer to my questions here. What should I do?
Help us to improve this page by sending us your question using the contact form on our website. We will reply to your question and if it deserves it, we’ll add it to this FAQ.
- I have an awesome shop and I’d love to sell your products in the usa or canada—is that possible?
Absolutely! Please use our contact form
- I have a blog and I’d like to do a partnership with you. How do I go about that?
Drop us a little email with all the details of your proposition to email@example.com.
- I would like to suggest doing collaboration with you—how does that work?
As you can imagine, we select our collaborations with great care. We study all (serious) propositions and we’ll be sure to get back to you. Send us your information/lookbook/suggestion to firstname.lastname@example.org
- Is the nailmaTeam recruiting?
We are sometimes, but it’s quite unusual. nailmatic is a start-up with a tight-knit team that works very, very hard. Following us on our social media is the best way to stay up-to-date with if/when we are recruiting.
- What is the Nailletter?
It’s our newsletter. We send it out once a week maximum and we promise that we won’t give out or sell your email addresses—cross our hearts and hope to die. It’s also very easy to unsubscribe (and re-subscribe, too).
- And if I want to delete my account permanently?
No problem. To delete your account permanently, you just need to send us an email at email@example.com.
If you would just like to edit your personal information, go to the “My Account” space.
nailmatic was founded in 2012 by Boris Gratini and Lilian Monnier. The former comes from the beauty industry and so is at the helm of our product design. The latter, having developed his career in communications and graphic design, consequently steers the design and artistic side of things.
Around this complementary duo a super team has grown: the nailmaTeam!
- Why is there no capital letter at the beginning of “nailmatic”?
Simply to annoy you every time it’s at the beginning of a sentence and to check that you are paying attention. Rest assured, we sometimes regret this graphic design decision (and moan about the resultant autocorrect).
- Are your products vegan and cruelty free?
None of our products or ingredients have been tested on animals. Moreover, our products do not contain any animal (or animal derived) ingredients, so yeah, we’re proudly vegan :)
- Are your products organic?
Strictly speaking, organic nail polish doesn’t really exist—or only from a marketing point of view in any event. nailmatic favors organically-sourced ingredients as far as possible, as shown by the launch of our Kids range. Our research in this direction continues, in order to develop increasingly natural formulations. It’s a real challenge as our women’s nail polishes must be long lasting and have a high coverage texture and glossy finish.
- Your children’s nail polishes are removable with warm soapy water. is it harmful for fish and the environment when that water washes down the plughole?
We promise that our kids nail polishes are not harmful to any fish, rest assured. They contain no toxic substances.
Our packaging is recyclable and we use vegetable dyes.
- What’s so special about your nail polishes?
Innovation is at the heart of our business: our women polishes offer high coverage and high shine, are shock resistant and above all, dry in a flash. Truly. They are also nail friendly as we work on the basis that our products should be able to be used by our nearest and dearest. Same goes for our kids range: it’s totally safe and fun!
- Do you have lots of stock for each of your products?
In general, yes, apart from our collabs, which are designed to be produced in limited editions.