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Frequently Asked Questions
If you have any questions please contact us using the Get In Touch form, which you can access by clicking the link below.
Contact UsShipping Policy
Orders are processed Monday to Friday 9am – 5pm (excluding public holidays) and we aim to process all orders within 24 business hours.
During periods of high order volume, shipments may be delayed by a few days. Please allow additional transit time for delivery.
Orders are not shipped or delivered on weekends or public holidays.
All orders are dispatched from Coffs Harbour, NSW, Australia.
After placing your order, you will receive a confirmation email containing your invoice and order summary.
Once your order has shipped, you will receive another email with your tracking advice and shipping method.
Our preferred shipping methods are Australia Post and Aramex Couriers, and we will always endeavour to send your products via the best and most cost-effective method.
Shipping times may vary according to Australia Post/Aramex time frames and zones.
Once shipped, if you have any questions regarding the progress of your package please contact the courier company directly as once it leaves our premises it is out of our control (although we are always happy to help if we can, so please contact us via our ‘Get in Touch’ form, link located at the bottom of this page if you encounter issues).
While we do everything in our power to get your parcel to you safely, We Do Nails cannot be held responsible for lost or stolen goods due to an incorrect address or incorrectly signed parcels. We cannot be held responsible for delays, non-delivery, or damaged goods caused by the delivery company. For any issues with the delivery of your parcel, you must contact Australia Post or Aramex directly.
AUSTRALIA-WIDE
Orders up to $200 AUD have a flat-rate shipping fee of $12.50 AUD, orders over this amount will qualify for free standard shipping.
NEW ZEALAND
Orders up to $300 AUD have a flat-rate shipping fee of $25.00 AUD, orders over this amount will qualify for free standard shipping.
WORLD-WIDE SHIPPING
International orders have a flat-rate standard shipping fee of $59 AUD, although if you would like to order from us and live internationally, please contact us and we will let you know if we can offer a cheaper rate.
LOCAL PICK UP
If you are local to Coffs Harbour and would like to opt for pick-up, please select pick-up when checking out.
Orders can be picked up between 12 - 2pm Monday to Friday.
Prior to arrival please text or ring 0411 914 702 or 0418 868 869 to make pick up arrangements, or we will be in contact when your order is ready for pick-up.
Our address for pick-up is 11/3-5 Engineering Dr North Boambee Valley 2450
Returns
Our return policy lasts 14 days. If 14 days have passed since your purchase, unfortunately, we can't offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition when received and in the original packaging. To initiate a return, firstly contact us to obtain a return authority. Returns will not be accepted without such authority or prior consent. Some goods are exempt from being returned, including personal hygiene products, clearance lines, and brushes. For full details, please contact us.
You will be responsible for paying your own shipping costs for returns (excluding items that were faulty or damaged at the time of delivery). If we arrange the return courier for you, the cost of return shipping will be deducted from your refund (if approved). If you are shipping an item of value, consider using a trackable courier service and/or purchasing shipping insurance. We do not guarantee that we will receive your returned item in its original condition.
Once your return is received and inspected, we will send you an email to notify you of the receipt and approval or rejection of your refund. If approved, your refund will be processed and applied to your credit card or original method of payment within 7 working days.