Returns & Refunds

Every Nila Bay set is handmade to order with love, and we want you to adore yours. If something isn't right, we'll make it right.

Changed your mind or chose the wrong size?
You can return your set within 14 days of receiving it, as long as it's unworn, undamaged and kept in its original packaging and condition. You can choose either:
- a refund, or
- a remake of your set in a different size.

How to return your set
1. Email us at nilabaynails@gmail.com or use the form on our Contact page within 14 days of delivery. Include your order number and whether you'd like a refund or a remake.
2. We'll send you a prepaid return label by email.
3. Pack your set securely in its original packaging, attach the label and drop it off within 14 days of contacting us.

Return postage
The cost of the return label is deducted from your refund. If you've chosen a remake, we'll send you a secure payment link for the cost of the label before we send it to you. Please only use the label we provide, as we can't accept responsibility for parcels returned another way.

Your refund
Once your set arrives back with us, we'll check it and process your refund within 14 days, to your original payment method. Your refund includes the price of the set and the original delivery cost you paid (up to our standard UK delivery rate of £4.99), minus the cost of the return label. If you chose a remake, we'll make and dispatch your new set as soon as possible.

Sets we can't take back
For hygiene reasons, we can't accept returns of sets that have been worn, applied, or have glue or adhesive on them. If a returned set has been handled more than needed to check it, or arrives damaged because it wasn't packed securely, we may reduce your refund to reflect this.

Faulty, damaged or incorrect orders
If your set arrives damaged, faulty or isn't what you ordered, please let us know as soon as possible, ideally within 7 days of delivery, with your order number and a photo. We'll send you a free return label if we need the set back, and put it right with a free replacement or a full refund, including all delivery costs. This doesn't affect your statutory rights under the Consumer Rights Act 2015.

Cancelling before dispatch
As every set is made to order, please email us or use our Contact page within 24 hours of ordering if you'd like to cancel, and we'll refund you in full. If your set is already being made, we'll still send it, and you can return it unworn after delivery as above.

Natural variation
As every set is hand-painted, small differences in colour, design placement and detail from the photos are part of what makes each set unique and are not a fault. Colours may also look slightly different depending on your screen.

International orders
The same returns rules apply to international orders. We'll provide a return label where available; if not, we'll let you know how to send your set back and the cost will be deducted from your refund in the same way. Any customs duties or import taxes paid on delivery can't be refunded by us.

Contact us
Email nilabaynails@gmail.com or use our Contact page, with your order number. We reply within 1–2 working days.