Returns & Exchanges

Due to the custom nature of our nail extensions, all sales are final. We do not accept returns or exchanges on nail extension orders. All nail extension sales are non-returnable and non-refundable. Returned or refused packages are not eligible for a refund.

Virtual Sculpting Kit — Change of Mind Refund

If you change your mind after receiving your Inglass Nails Virtual Sculpting Kit, you may request a refund of your nail set, provided the kit is returned unused and unopened using the prepaid return label included in your package. To initiate a return, please contact our client care team before sending the kit back. Refunds will be processed upon receipt and inspection of the returned kit. The refunded amount will reflect the cost of your nail set minus both outbound and return shipping label fees. 

The Inglass Nails Virtual Sculpting Kit is provided free of charge to first-time clients upon ordering a nail extension set. The kit carries a retail value of $50.

If the kit is returned in used condition, a $50 kit fee will be charged. This fee reflects the cost of the kit itself, which can no longer be reissued. To avoid this charge, the kit must be returned unused and unopened as outlined in our Returns & Exchanges policy. Used kits are not eligible for a fee waiver under any circumstance.

Damaged or Incorrect Items

If there is an issue with your order upon arrival, please contact us within 3 calendar days of the delivery date. Reach out via email with a brief description and photo of the issue so we can facilitate a resolution promptly. Issues eligible for resolution include manufacturing defects and damage incurred during shipping. Cosmetic variations inherent to handmade products — such as minor differences in finish, slight color variation from screen display, or natural inconsistencies in nail art — do not qualify as defects.

Non-Nail Extension Products

All other products may be returned in their original condition — unopened and unused — within 30 days of receiving your order. Return shipping costs are the responsibility of the customer. We are not liable for lost or damaged return packages. Refunds are processed once the returned items have been received and inspected.

Booking Policy

First-Time Orders — Virtual Sculpting Kit

All first-time customers must complete the Virtual Sculpting Kit process before their nail extensions can be handcrafted. Upon purchase, your kit will be shipped the next business day. Please allow adequate time for the kit to reach you, for your impressions to be completed and returned, and for us to receive them before your Creation Date. We recommend selecting a Creation Date at least 3 weeks from the date of purchase to account for both outbound and return shipping time.

Creation Dates cannot be guaranteed until your impressions have been received. If your kit is delayed in transit or returned to us after your selected Creation Date, your booking will need to be rescheduled based on availability. Inglass Nails is not responsible for delays caused by carrier transit times.

Returning Customers

Once we have your impressions on file, you are free to book any future sets on whichever date is available.

Custom Nail Art Bookings

Cancellations are permitted up to 72 hours before your scheduled creation date for custom nail art bookings, but a $30 custom nail art consultation fee will apply.

All Other Nail Extension Bookings

Booked slots may be canceled up to 72 hours before your scheduled Creation Date. Cancellations requested after this window will not be accepted. No cancellation fees are charged. Please note that canceling more than 2 nail set bookings within a 12-month period may result in the denial of future services at our discretion.

Non-Nail Extension Items

Orders for non-nail extension items may be canceled within 12 hours of purchase. Cancellation requests submitted after this window will not be accepted.

We reserve the right to cancel or adjust any order at our discretion if we determine it may violate our Terms and Conditions, with or without prior notice.

Order Changes

Once an order has been placed, we are unable to make modifications to the order itself. However, changes to nail art details, shape, length, or color may be accommodated provided they do not result in additional charges or require a different Creation Date. Change requests of this nature must be submitted at least 24 hours before your booked slot. Please contact our client care team for assistance.

Please note that Creation Dates dependent on the return of your Virtual Sculpting Kit cannot be confirmed or adjusted until your impressions have been received. If impressions arrive after your selected Creation Date, your booking will be rescheduled to the next available date.

Virtual Sculpting Kit — Lost in Transit

 

If your Virtual Sculpting Kit does not arrive and has shown no tracking movement for more than 2 weeks, please contact our client care team. After confirming the package is lost in transit, we will reship your kit at no additional cost. Inglass Nails is not responsible for carrier delays that do not qualify as a lost package. Please allow the full 2-week window before a replacement kit is issued.

If your return kit — containing your impressions — is lost in transit on its way back to us, please contact us immediately. We will reship a new kit at no additional cost so you may redo your impressions. Your Creation Date will be rescheduled to the next available date following receipt of your new impressions.

Virtual Sculpting Kit — Unusable or Damaged Impressions

We understand that completing your impressions at home is a new experience. If we receive your kit and determine that the impressions are unusable or damaged, we will contact you promptly and present you with two options:

Option A — Proceed with a New Kit

We will send you a replacement kit so you may redo your impressions. Because the first kit was received and used, a shipping fee for both the outbound and return labels will be charged for the replacement kit. The $50 kit fee is waived for the replacement — you are responsible for shipping costs only. Your Creation Date will be rescheduled to the next available date following receipt of your corrected impressions.

Option B — Cancel Your Order

If you prefer not to proceed, you may cancel your order. A refund will be issued for the cost of your nail set minus the $50 kit fee — as the kit was received, opened, and used. This refund will be processed promptly upon your confirmation.

Our client care team will guide you through whichever option you choose. Detailed instructions on how to correctly complete your impressions are included inside the kit, and a step-by-step video guide is available on our website. We strongly encourage watching the full video before beginning the impression process to avoid unusable results.

Lost, Stolen, or Undelivered Packages

Inglass Nails is not responsible for replacing or refunding packages that have been marked as delivered to the address provided at checkout.

If your package appears to be lost in transit, please contact us if it has shown no tracking movement for longer than two weeks. Please note that occasional carrier delays do occur and do not constitute grounds for cancellation, penalty, or compensation.

All package claims are subject to review and approval at our discretion. Approved claims are processed as product replacements only — no refunds or store credit will be issued. Replacements may require a signature upon delivery.

Wrong Shipping Address

Once your order has shipped, we no longer have control over its delivery. Please double-check your shipping address before placing your order. If you notice an error, contact us immediately. We are not responsible for orders delivered to an incorrectly entered address. If your order is still in transit, you may contact the carrier directly to request an address change — please note the carrier may charge a fee for this service.