Sets by Hand Refunds, Remakes and Returns Policy
Last updated: [DATE]
The short version
- Every set is made just for you, so we can't take returns if you change your mind.
- If the set is wrong, broken, or damaged in the mail, we'll remake it or refund you.
- If the artist made the wrong sizes, the remake is free. If the sizes you gave were off, you get a remake at a discount.
- Found a problem? Send us a photo within 48 hours of delivery.
- If an artist declines your order, or doesn't accept it within 24 hours, you get a full refund automatically.
- We stand behind every order, even though every set is made by an independent artist.
1. Why we don't take change-of-mind returns
Every set on Sets by Hand is made to order, painted by hand, and sized to the 10 sizes you give us. Once it's made, it can't be sold to anyone else. Press-on nails are also a personal care item, so for hygiene reasons we can't accept returns of sets that have been opened, tried on, or worn.
That means we don't offer refunds or returns because you changed your mind, ordered the wrong design by accident, or no longer need the set.
But if something is actually wrong, we will make it right. That promise covers every order placed on Sets by Hand.
2. Quick guide
| Problem | What we do | How to claim | Time limit |
|---|---|---|---|
| Artist declines your order, or doesn't accept it within 24 hours | Full refund of that order | Nothing to do. It's automatic | Automatic |
| Artist made sizes that don't match the sizes you gave | Free remake (or full refund of the set if a remake isn't possible) | Email us a photo of the nails laid out in order | 48 hours after delivery |
| Sizes you gave were wrong (set matches your order) | Remake at [Z]% off the set price, plus shipping | Email us with your corrected sizes | 7 days after delivery |
| Wrong design, color or shape (not what you ordered) | Free remake or full refund of the set | Email us photos of the set | 48 hours after delivery |
| Defect (cracked, chipped, missing nails, peeling art, missing items) | Free remake of the affected nails or set, or a partial or full refund | Email us photos | 48 hours after delivery |
| Damaged in transit | Free remake or full refund | Email us photos of the package and the nails | 48 hours after delivery |
| Package lost in the mail (covered by order protection, included on every set) | Free remake or full refund, including shipping | Email us once tracking qualifies (see Shipping policy) | Within 30 days of the expected delivery date |
| Artist is very late (past make time plus [5] business days, not shipped) | Cancel for a full refund, or keep waiting | Email us | Any time after the late point, before it ships |
| Rush order not shipped on time | Rush fee refunded | Email us | Any time after the rush ship-by date |
| Changed your mind | Not eligible | Not applicable | Not applicable |
| Allergy or skin reaction | Not eligible for refund, but please tell us so we can review the materials listed | Email [EMAIL] | Not applicable |
3. Sizing problems
3.1 If the artist got it wrong. We compare the set to the sizes saved on your order. If one or more nails don't match what you gave (for example, you ordered a size 4 on your ring finger and got a size 6), the artist will remake the set for free, with free shipping. If the artist can't remake it in a reasonable time, you get a full refund of the set and shipping.
3.2 If the sizes you gave were off. If the set matches your order but doesn't fit, that isn't the artist's fault. We'll still help: you can order a remake with corrected sizes at [Z]% off the set price (plus the normal $6.50 shipping). Want to avoid this? Use our size check (one photo of your hand next to a quarter) and check each size carefully before you order.
3.3 Only a few nails off? If only one or two nails don't fit, we can often send just those nails (for example, a spare set of a specific size) instead of a whole new set. This is faster for you.
4. Defects and wrong designs
A defect is a real flaw: cracked or chipped nails, missing nails, art that peels or smudges out of the box, missing gems that were clearly part of the design, or missing items you paid for (like a glue and tab kit).
A wrong design is a set that is clearly different from what you ordered: different design, color, shape, or length.
These are not defects:
- Small differences that come with handmade work (tiny brush marks, gems placed slightly differently).
- Color looking a little different than on your screen.
- Wear and tear after the set has been worn.
- Damage from removal, soaking, filing, or using the wrong glue.
5. Damage in transit
If your package arrives damaged and the nails inside are broken, take photos of the package and the nails before you throw anything away. Email us within 48 hours of delivery (based on tracking). We'll send a free remake or a full refund.
6. Lost packages
Every set includes $0.50 order protection. If the mail loses your package, we remake the set or refund it in full, shipping included. See our Shipping and Lost Packages Policy for when a package counts as lost.
7. How to make a claim
- Email [EMAIL] with your order number.
- Tell us what's wrong and add clear photos. For sizing issues, lay the nails out in order, thumb to pinky.
- The artist gets the first chance to respond, usually within 2 business days.
- If you and the artist don't agree, or the artist doesn't respond, Sets by Hand reviews the claim and decides. We look at the order details, your photos, the artist's proof photos taken before shipping, and tracking.
- If approved, we'll start the remake or send the refund. Refunds go back to your original payment method and usually show up in 5 to 10 business days, depending on your bank. We handle the refund even if the artist has already been paid.
We usually don't ask you to send the set back. If we do, we'll give you a prepaid label.
8. Remakes
- A remake starts after your claim is approved. The artist's normal make time applies, but we ask artists to prioritize remakes.
- Free remakes include free shipping.
- Each order can get one free remake for the same issue. If the remake also has a problem, you get a full refund instead.
9. Fair use of this policy
We want this policy to be generous. To keep it that way, we may decline claims, or refuse future orders, where we see abuse, such as repeated claims without real problems, edited photos, or claims for orders that tracking and proof photos show were delivered correctly.
10. Your legal rights
This policy doesn't take away any rights you have under the law where you live.
11. Questions
Email [EMAIL]. Please include your order number.