Questions & Answers

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275 Mohawk Trail
Lake Zurich, IL 60047
United States

+1 ‪(315) 332-1472‬

Do you have questions? Send us an email and we’ll get in touch shortly.

Payment Information

What forms of payment do you accept?

We accept American Express, Visa, Mastercard, and Discover. We also accept PayPal when applicable. All forms of payment can be seen at checkout.

What can I do if my payment is declined?

Don’t worry, here are a few things to check if your payment didn’t go through: Check that your card’s information and billing details (such as the security code and billing address) match what you’ve entered into our system. Please also make sure your card has not expired.

If your method of payment is still declining please contact your card issuer before trying again. If none of these apply, please contact us at [email protected]. We are happy to help!

When will my credit card be charged?

Your credit card will be charged when your order has been placed successfully. If your order is successful you will get a “Thank you” page with your order number after paying and receive an email with your order number (don't forget to check spam).

Do you have discounts or promo codes that I can use for my order?

If you haven’t signed up for our emails - please do! You’ll be the first to know about our newest product launches, news, and promotions....

I was charged, but did not get an order confirmation, help!

In order for a charge to go through an order must be placed successfully. When an order is placed successfully you will be redirected to a Thank You page containing your order number. An email containing your order number will be sent shortly after to the email address provided at checkout (don't forget to check spam). If you were directed to a Thank You page, but have not yet gotten an email, please do not worry. The email could be slightly delayed in sending or the email address provided at check out could have been incorrect. You can email [email protected] to confirm the status of your order or retrieve tracking at any time.

If you see charges on your card, but did not get a Thank You page with your order number after submitting payment please note that the order did not go through and you will not be charged. The pending charges should go away within a few business days. You may confirm this with your payment provider. Please ensure your method of payment is not expired, the billing address and credit card details are correct in order for your order to go through successfully. If your method of payment is still being declined please reach out to your credit card provider.

Can I pay with a Visa gift card?

We suggest using that Visa gift card to purchase an Thenailspark digital gift card here, and using that to complete your order instead.

Shopping Information

Delivery charges for orders from the Online Shop?

All shipping costs are based on the approximate weight and size of the products ordered, and your location. You can see rates and choose your preferred option before checking out. We do not charge for "handling." All shipping costs are directly from USPS, we do not add additional charges. 

How long will it take to get my order?

It depends on where you are. Orders processed U.S. will take 7-10 business days to arrive. Overseas deliveries can take anywhere from 10-16 days. Delivery details will be provided in your confirmation email.

What shipping carriers do you use?

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

Do you ship internationally?

Yes, we ship worldwide. All orders are subject to additional shipping charges based on taxes, tariffs and duties put into place by that country. Thenailspark is not associated with these fees. All fees are to be paid for by the customer at the time of delivery. 

What exactly happens after ordering?

The Magic Process: Once your order is placed, your order gets processed, fulfilled and is then given to the shipping carrier. The shipping carrier sorts it, scans it, and sends it off.

You get an email confirmation with tracking. Meanwhile, your package meets other cool packages from all over the world, is delivered to your home, then waits anxiously, excited to meet you.

Orders and Returns

What is your returns & exchanges policy?

Life’s busy, we get it! We’re confident our products will give you time to relax, reset, and feel your best, but if for any reason you wish to return eligible, unopened, unused products purchased from you may do so by shipping the goods back within 14-days of the delivery date for store credit.

Help! My item arrived damaged or broken?

We aim to get it right the first time, which is why each product goes through a rigorous quality control process. If you feel you have received a defective product upon delivery, please email [email protected] with your order number and a clear photo of the defective merchandise within 48 hours of receiving your package so we can make this right.

How long does it take to process a return?

Once your order arrives back to our warehouse it will be processed within seven business days and store credit will be issued.

Can I add, change, or cancel items after my order has been placed?

Orders may be edited up to 30 minutes after being placed. After that time, please contact our Customer Service Team immediately if you wish to make a change on your order.

Due to the volume of orders Thenailspark receives and in our efforts to provide the most expedient service to our customers, once an order has been placed, we cannot guarantee that it can be altered, changed, or canceled upon your request.

How can I update the shipping address on my order?

Please email [email protected] with your order number and full shipping address, including apartment/building numbers, as soon as possible to make changes to your shipping address. 

Please note once an order has been fulfilled we can no longer make changes to it. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.

In the event your order has already been fulfilled you may work with the shipping carrier directly to forward your package to the correct address. Some shipping carriers offer the option to forward packages directly on the tracking page. Thenailspark is not responsible for replacing or reshipping packages with incorrect shipping addresses.