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Home > FAQ
 

FAQ


Ordering & Payment Methods

US & Canada Shipping

Wholesale Discounts

VIP Club

Order Tracking
and Updates


Privacy and Security
Policies


Guarantees, Returns
and Exchanges


Terms and Conditions

Shipping

Contacts

Ordering & Payment Methods


How do I place an order online?
Ordering at "Viva La Nails" really couldn’t be simpler. From the comfort of your own home and at just the click of a mouse, you can easily purchase all of our professional nail products online. All you have to do to place an order is choose the items you would like to purchase and add them to your shopping cart.

Once you have finished choosing the products you would like, it is then time to checkout and pay for them. To do this simply click on “Check Out” and that will take you to another page where you will be presented with the total amount to be paid. Just type in your shipping details and then click the relevant button to pay for your items. It really is as easy as that.

Can I Place an Order With You Over the Phone?
Yes! We now take payments over the phone. Simply call us on +44 (0) 20 3286 4590 or e-mail us your telephone number at info@vivalanails.co.uk for us to call you.


What Payment Methods Do You Accept??
When paying online you have a number of options. The easiest and most convenient way to pay online is with PayPal. If you do choose PayPal then you can choose to pay using your PayPal balance or by using your credit or debit card. If you do not have a PayPal account then they are free and easy to set up.



You can also pay for purchases using your credit card. Currently we accept -
VISA | VISA DEBIT | MASTERCARD

If you want to pay using your card over the phone, please contact us for details on how to do it.

Are There Any Hidden Fees?

We do not charge any hidden fees. The only thing that you should be aware of is that if your order is less than £25 you will be charged £2.95 for postage. All orders that are over £25 will be sent FREE of charge to all parts of the United Kingdom, Ireland and Europe. For countries outisde of Europe, we offer free delivery for orders over £50. Apart from that, what you see is what you pay.

Is There a Minimum Order Amount?
There is no minimum order amount at "Viva La Nails". It doesn’t matter whether you need just one pack of artificial nails or nail art stickers; you buy only what you need. The only thing that you need to be wary of is the £2.95 postage charge if your order is less than £25 (Europe) or £50 (outside of Europe)

Do You Offer Any Sample Products?
At this moment in time we do not offer sample products. To ensure that you are purchasing exactly what you need, we have made sure that all of our product descriptions and pictures are as accurate as possible. In the near future we will also be offering videos of our products which will enable you to see exactly what you are getting.

Do You Offer Discounts on Bulk Orders?
Yes, we do offer wholesale discounts on bulk orders:

*
10% Discount on all orders over £150
* 20% Discount on all orders over £300
*
25% Discount on all orders over £500
*
30% Discount on all orders over £1000

The more you buy the more you save! :-)

Wholesale discount will be automatically applied to your CART once you reach required amount.

Wholesale discounts CAN'T be used together with any other promotions!


Order Tracking and Updates


Can I Track my Order?
It is easy to track your order at "Viva La Nails". All you have to do is log in to your account and then you will be able to see everything that you have recently ordered as well as tracking information.

Should I Receive a Confirmation Email Once I Have Place an Order?
As soon as you place your order with us you will receive a confirmation email. You will also receive an email from us when we have dispatched your item. That way you are kept fully up to date with the status of your order. You can also track your order by logging into our website at any time.

Can I Cancel or Change My Order?
If your order has not yet been processed then you can cancel or change the order. If you do require any changes to be made to the order then it is strongly recommended that you use the live chat feature through our website to speak to a customer care representative. That way we will be able to change your order as soon as possible without any additional charges.



Guarantees, Returns and Exchanges


What is Your Returns and Exchange Policy?
Our team of quality control staff really help to make sure that all products are of a high quality and in perfect condition when they are shipped. Once you receive your order it is advised that you check it over thoroughly to ensure that everything is as it should be. If for whatever reason you are not satisfied with your purchase then you should file a Return Merchandise Authorisation on our website.

To do this all you have to do is log in to your account and click on “Track Your Recent Orders”. Once there you should click the “View Details” button and then scroll down to the order that you would like to return. You should find a button saying “Add RMA”. Click this and then choose how many products you are returning and you can also state why you are returning the items (though this is optional). As soon as you have finished filling in the short form, click on “Save RMA”. After this you should receive an email with further instructions.

It is important to add the RMA number on the shipping label when you are sending the package back.

When sending back any products please ensure that they are sealed correctly and in their original packaging.

Please Note – We do not pay the shipping charges for items that are being returned. We will also not refund any lost packages that have been returned. If you send back an un-returnable item then you will not be compensated or have the product sent back to you. So when you are returning items please ensure that they are returnable and that you use a secure and traceable sending method.

How long will it take to receive a Refund?
Once your returned package has reached us and we have inspected the products enclosed, we will send you a confirmation email telling you how much you will be refunded. You should expect to receive the refund within 3-5 business days. If you have paid with direct debit or through a credit card then you should also allow extra time for the money to go back into your account.

Will I Have to Pay Restocking Fees?

You will only be charged a restocking fee if your order reaches us after 30 days. If you send your item back within 30 days then you will not be charged anything.

What Should I Do If My Items Are Damaged When I Receive Them?
As soon as you receive your order you should check over all of the items. If you find any damage then contact us immediately. It is important to contact us no more than seven days after you have received your damaged goods. You can easily reach a member of our customer service team through our Live Chat feature on our website.


Shipping


When will my Order be shipped?
We aim to process all of our orders within 24 hours from Monday-Friday. We offer next day delivery for orders to the UK, if you place your order before 2 pm. Shipping to Ireland and Europe generally takes between 3-5 business days. So you should have your order with you within seven days maximum. It would be a good idea to wait up to 10 days for your order to arrive before you contact us.

Do you Offer International Shipping?
We do offer international shipping to the following countries: Australia, Austria, Bahrain, Belgium, Brazil, Bulgaria, Canada, China, Columbia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Greece, Holland, Hungary, Israel, Italy, Kenya, Latvia, Lebanon, Lithuania, Luxemburg, Malta, Mexico, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Qatar, Republic of Ireland, Russia, Scotland, Serbia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Turkey, Ukraine, United Arab Emirates, United Kingdom & United States.


What Are your Shipping Charges?
Our shipping rates are fixed which makes them really easy to understand.
  • £2.95 for all orders under £25
  • FREE shipping for all orders over £25


Which Shipping Company do you Use?
Most orders that we send out are sent using Registered Air Mail with tracking. If you are ordering from the UK then the Royal Mail will be responsible for delivering your order. If you spend over
£200 then we will send your order through EMS express courier service which comes with an online tracking option.

Will All of My Items be shipped together?
Most of the time, all of the items in an order will be shipped together. However if you have a particularly large order then it may be necessary to ship them in two separate boxes. We will send the two or more boxes off together so technically you should still receive your order altogether.



US Shipping


Do You Ship to the United States & Canada?
YES!

PLEASE NOTE!!! All prices on our website are in GBP (Great British Pounds), to convert them to USD ($), please use this website: www.xe.com

All orders to US & Canada will be shipped via Registered Airmail and delivery usually takes around 10-14 days.

Our shipping rates to US, Canada and countries outside of Europe are fixed which makes them really easy to understand:
  • £2.95 for all orders under £50
  • FREE shipping for all orders over £50


Privacy and Security Policies


How Secure is Your Website?
Our website uses Secure Socket Layer encryption technology. This means that all information that you send through our website including your name, address and payment information is kept completely secure. This means that you do not have to worry about your information getting being intercepted online.

How will you Use my Contact Information?
Your contact information is only ever used by "Viva La Nails". We will never sell on your details or even “rent” them to another company. Your email address is the main contact information we will use. We will send you confirmation emails as well as special promotions occasionally unless requested otherwise. Your phone number is used only to contact you if there is a problem with your order. Your number will also be placed on our shipping labels in case the courier needs to contact you.

Please feel free to read through our entire privacy and security policy.



Contacts


Any questions that you may have can be submitted to our customer service team. You can choose to:
  • Use our Online Contact Form – On the “Contact Us” page you will find a contact form. We aim to respond to all forms submitted to us within 24 hours Monday to Saturday.
  • E-Mail Us – If you need any questions answered or if you have any suggestions for our team then feel free to email us on info@vivalanails.co.uk. Again we will aim to respond to your email within 24 hours Monday-Friday.
  • Live Chat – There is also the option to chat to a member of the customer care team online using our Live Chat feature. Please note that this feature is only available between the hours of 8:00am – 6:00pm Monday to Friday. You can find the button for the live chat at the top of our website on the header.
  • Skype – Our username on Skype: vivalanails
  • Phone – You can phone us on +44 (0) 20 3286 4590 and we will be happy to answer any queries that you may have.
  • Mail – If you would prefer to write to us then the address to use is:
Viva La Nails
22 Townson Avenue
Northolt, Middlesex
UB56PP

United Kingdom

No matter how you choose to contact us, we will always get back to you ASAP!


          


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