How we deal with issues

As a business with customer service its top priority it is important that we have protocols in place that we follow to best deal with any complaints, faults or delivery issues you may have had. Please help us help you by following the steps listed below each section when you do have an issue with an order.

When you purchase from us you enter into a contract with us and agree to these terms.

Here is our protocol for different scenarios:

Shipping Delay

Under the Consumer Rights Act we have an obligation to deliver your goods to you within a “reasonable amount of time”. Although this amount of time is not specified, it is usually understood that 30 days would suffice as “reasonable” (for customers based in mainland UK, for customers based out with the UK longer shipping times will apply and a reasonable amount of time we are stating is 60 days). Whilst we endeavour to have parcels delivered to UK mainland within 2 working days (please note weekends, bank holidays and public holidays do not count as working days), occasionally there will be shipping delays out with our control as dictated by the shipping provider. After an order leaves our warehouse we have no control over what happens to it.

 If an order has not arrived with you within:

-  4 working days for UK mainland

- 10 working days for highlands and islands and non-mainland UK

- 14 working days for Europe

- 28 working days for the rest of the world

You should follow these steps:

• Track your parcel using the tracking information available on your order when you login to your account and view “my orders”.
• If customs charges are required to be paid on the order, please follows the instructions available on the tracking information
• If there has been no movement or update with the tracking of your parcel for 2 days, you should now contact us. You should email us at info@nailorder.co.uk and include the following information:
• Your full name
• Order number
• Details of the time frame you have waited, and information provided under your tracking information.

All requested information must be included in your email for us to be able to assist with your enquiry.

 

Our next steps are for us to launch an investigation with the shipping provider on your behalf. each shipping provider has a different lead time for dealing with investigations, however these are often extended by shipping providers. If this investigation has not completed within 14 working days (UK Mainland) of when you should have taken delivery of your parcel we will, at our cost, resend your delivery whilst the investigation on goes. If you should receive the original parcel after you have received the replacement parcel you must contact us to arrange a return of the items or payment for the received items within 24 hours of taking delivery of the original delivery, failure to do so will result in an invoice being automatically issued with demand for payment and failure to pay this will result in your account being suspended until the balance is cleared.

 

Please note DPD has a strict 7 day policy to launch an investigation, if you contact us out with the time period stated we will be unable to assist you with launching an investigation on the delivery.

 

 Shipment Arrives Damaged

If an order arrives in a damaged condition it is important that you contact us within 24 hours of taking delivery of your parcel to log the missing items and or damage to items. You should email us at info@nailorder.co.uk and include the following information:

• Your full name
• Order number
• Details of the missing items and or damage to items
• A picture of your delivery (the box and its contents)
• A picture of any items that have been damaged

 

All requested information must be included in your email for us to be able to assist with your enquiry. Please note after an order leaves our warehouse we have no control over what happens to it and the condition it may arrive to you in. We will never dispatch an order in substandard condition.

 

Please note DPD has a strict 7-day policy to launch an investigation, if you contact us out with the time period stated we will be unable to assist you with launching an investigation on the delivery.

 

Shipment Arrives with Items Missing

If an order arrives with items missing it is important that you contact us within 24 hours of taking delivery of your parcel to log the missing items. You should email us at info@nailorder.co.uk and include the following information:

• Your full name
• Order number
• Details of the missing items
• A picture of your paper invoice
• A picture of your delivery (the box and its contents)

 

All requested information must be included in your email for us to be able to assist with your enquiry.

 

 An Item Becomes Defective After Use

First check if this item has a warranty attached to it, where this item is an electrical device there is more likely to be a warranty attached. The next step is to contact us by emailing info@nailroder.co.uk and include the following information in your email:

• Your full name
• Order number
• Details of the issue with the product
• A video demonstrating the defective element of the item

 

All requested information must be included in your email for us to be able to assist with your enquiry.