Refund policy
Thank you for choosing Mourveil. We want every order to arrive safely and meet your expectations. Please read our Return & Refund Policy carefully before placing your order.
1. Return Eligibility
We accept return requests within 7 days after delivery.
To be eligible for a return, items must:
- Be unused and unworn.
- Remain in their original condition.
- Include original packaging and accessories where applicable.
Due to hygiene and safety considerations, we cannot accept returns for press-on nails that have been worn, applied, altered, damaged after delivery, or removed from their original condition.
2. Damaged, Defective, or Incorrect Items
If your order arrives with an issue, including:
- Damaged products.
- Defective products.
- Wrong items received.
- Missing items.
- Items that do not match your confirmed order details.
Please contact us within 7 days after delivery.
We will review your request and may provide a refund, replacement, store credit, or another suitable solution depending on the situation.
3. Non-Returnable Items
Returns or refunds cannot be accepted for:
- Items that have been worn, used, applied, or altered.
- Items returned without original packaging.
- Incorrect size selection.
- Choosing a different color, shape, style, or design after receiving the product.
- Personal preference or change of mind after delivery.
- Incorrect shipping information provided by the customer.
- Damage caused by improper application, removal, storage, or handling.
- Sale items, clearance items, promotional items, or free gifts, unless they arrive damaged or incorrect.
Please carefully review your order details, including size, shape, and design selection, before completing your purchase.
4. Size & Design Issues
We understand that choosing the perfect press-on nail size can sometimes be challenging.
If you are unsure about sizing, please refer to our Size Guide before ordering. If you need assistance, our team is happy to help.
Please note that incorrect size selection or personal design preferences are not eligible for refunds or exchanges. However, we may provide guidance or assistance for placing a replacement order.
5. Order Cancellation
Orders may be canceled within 24 hours after purchase.
After this period, your order may have entered processing or preparation and can no longer be canceled or modified.
Orders that have already entered processing, fulfillment, or preparation cannot be canceled unless there is an issue caused by Mourveil.
6. How to Request a Return or Refund
To request assistance, please contact us within the required timeframe:
Email: cziy915@gmail.com
Please include:
- Order number.
- Full name.
- Description of the issue.
- Clear photos or videos showing the problem.
- Photos of the shipping package if applicable.
Our team will review your request and respond within 1–2 business days.
Support Hours:
Monday–Friday, 9:00 AM–5:00 PM (GMT+8)
7. Return Shipping
Please contact Mourveil before sending any return.
After your request is approved, we will provide the correct return instructions and address.
Returned items must meet the return conditions stated in this policy.
8. Return Shipping Costs
For approved returns caused by:
- Damaged items.
- Defective items.
- Incorrect items.
- Missing items.
Mourveil will cover the return shipping cost or provide an appropriate solution.
For returns caused by customer preference, incorrect sizing, or ordering mistakes, return shipping costs are the responsibility of the customer.
9. Exchanges and Replacements
We currently do not offer direct exchanges.
If your item arrives damaged, defective, incorrect, or incomplete, please contact us first. After reviewing your request, we may provide a replacement, refund, store credit, or another suitable solution.
If you would like a different size, color, style, or design, please place a new order.
10. Refund Processing Time
Approved refunds will be issued to your original payment method.
Please allow 5–10 business days for your bank, credit card company, or payment provider to process and display the refund.
11. Contact Information
If you have any questions regarding returns, refunds, or your order, please contact us:
Mourveil
Email: cziy915@gmail.com
Support Hours:
Monday–Friday, 9:00 AM–5:00 PM (GMT+8)