=> Why is there no capital letter at the beginning of “nailmatic”?
Simply to annoy you every time it’s at the beginning of a sentence and to check that you are paying attention. Rest assured, we sometimes regret this graphic design decision (and moan about the resultant autocorrect).
=> Are your products organic?
Strictly speaking, organic nail polish doesn’t really exist—or only from a marketing point of view in any event. We indeed do our best to come up with the safest formulas. It’s a real challenge as our women’s nail polishes must be long lasting and have a high coverage texture and glossy finish. So yeah, not today but we're working on it!
=> Are your products tested on animals?
Not on your nelly. In any event, it’s not allowed in the UE territory.
Our products are vegan and cruelty free, with two exceptions: our Black Serum nail care contains caviar extract and our Cream Remover In The Go contains beeswax.
=> Where are your products made?
Our products are made in France, within a radius of roughly 200km from our Paris offices. We have even made a super map to plot it all out.
Two exceptions: our bathbombs are made in the EU and our nail files come from South Korea. We're not stubborn people: when we can't find a better (or even) alternative in France, we choose what's best for you.
=> Where can we see your products in real life?
nailmatic is stocked in 40 or so countries so there are plenty of possibilities to see our products IRL. The easiest way is to use our Store Locator.
=> I have an awesome shop and I’d love to sell your products in it—is that possible?
Absolutely! Write to us including as much information about your store as possible (brands sold, concept)
=> I have a Blog or a Brand and I’d like to do a partnership with you. How do I go about that?
Drop us a little email with all the details of your proposition. As you can imagine, we select our collaborations with great care.
=> Is the nailmaTeam recruiting?
Following us on our social media is the best way to stay up-to-date with if/when we are recruiting.
=> What is the Nailletter?
It’s our newsletter. We send it out once a week maximum and we promise that we won’t give out or sell your email addresses—cross our hearts and hope to die. It’s also very easy to unsubscribe (and re-subscribe, too).
=> And if I want to delete my account permanently?
No problem. To delete your account permanently, you just need to send us a message. We'll get back to you quickly. If you would just like to edit your personal information, go to the “My Account” space.
=> Can I pay by cheque?
‘Fraid not. You can pay for your order by card or Paypal.
=> No matter what I try, payment by card doesn’t work. What should I do?
Try again after restarting your browser or refreshing the page. If the problem continues, the simplest solution is to use Paypal while waiting to contact your bank.
=> As I was making the payment there was a glitch and it doesn’t look like my order went through… Will my account be debited?
If you haven’t received an email confirmation it’s absolutely certain that your order hasn’t been validated and your account won’t be debited. There was probably a connection or browser problem. The simplest solution is to start over. Don’t despair—you’re almost there!
=> I can’t log in to my account—what should I do?
Don’t panic. The simplest solution is to click on “forgotten password” and to follow the instructions that will be sent to you by email.
=> When can I contact customer service?
You can reach our customer service by phone on +33(0)1 85 09 69 25, from Monday to Friday, 10am to 6pm French time.
=> I would like to write to you (advice, love letter, earbashing). What address should I send it to?
The simplest solution is to send us as email. Go easy on the ear bashing—we really do our best to make sure everything runs smoothly. And above all, take a deep breath and re-read your email before clicking on send. This advice stands for life in general, too. You’re welcome ;)
=> I haven’t received a reply to my email. What’s up?
We receive a huge amount of email on all kinds of subjects (partnerships, orders, wholesale, projects, job applications…). So it’s sometimes difficult to reply to all of it, but we promise to do our best. And it’s also possible that your email has found its way into our spam folder. Feel free to send us a gentle reminder if you haven’t received a reply after a week. If your request is to do with client services, contact us directly by telephone at +33(0)1 85 09 69 25, from 10am to 6pm (French time), Monday to Friday.
=> What are your delivery times?
Once your order is confirmed, we need around two business days to process and prepare you order. Then, depending on the destination country, the delivery time can vary between 2 to 5 days. For mainland France, it takes 5 days maximum between order confirmation and delivery.
=> And if I take advantage of my days off to place an order on a Friday afternoon, when will I receive my delivery?
An order placed after 3pm (French time) on a Friday will most likely be prepared on the following Monday. Spare a thought for Julie who manages your orders with great care and attention and who deserves a well-earned break over the weekend.
=> Who’s Julie?
Ah yes, that’s right, we haven’t introduced you to Julie yet. If you want the full story, Julie joined the nailmaTeam in 2018. Beyond managing your orders, she's our pancakes master and has a broad taste in music. Her Friday afternoon playlists are just unbelievable!
=> How are delivery charges calculated?
They are calculated automatically in your order basket. It’s up to you to choose the option you prefer. They are calculated according to the country of delivery. To benefit for free delivery, you have to place an order totalling at least €25 for mainland France or €80 for zones 1 and 2 (see the list of corresponding countries in delivery).
=> I moved house and forgot to update my delivery information. Can I change the delivery address after I have confirmed my order?
If you haven’t received an order confirmation email, you can send us the correct address via the contact form. Do this asap as once the order has been dispatched, it’s too late to change it. If the order is returned to us due to an incorrect address, you will be responsible for the delivery charges.
=> I’m a natural born worrier. Can you let me know whereabouts my parcel is?
The latest news is that it’s doing very well ;) You should have received an email with a tracking number. This will come in handy for you to find out exactly where your much-awaited order is. You can also check the status of your order under “My Account”.
=> I haven’t received anything and the courier says that the package has been delivered. I fear the worst.
Fret not. It’ll all work out in the end, believe us—we have experience in these matters. Start by checking with your entourage—neighbour, colleague, friend, relatives; perhaps someone with good intentions put it aside for you. You just need to find out who! If the package really has disappeared, it’s a pain but there are solutions. First of all, lodge a complaint with the delivery service. Once you have done that, let us know so that we can also lodge a complaint with them.
=> I’ve changed my mind, I made a mistake… Oops. How do I return make a return?
Oops, well, ok, everyone has second thoughts at some point. Luckily for you, you have the right to a period of withdrawal in France, so take advantage of it! You have 14 days to let us know your intention, and then 14 days to return the package to us with the products (seals in tact). We then have 30 days to proceed with reimbursement (more details can be found in our T&Cs). If you act quickly, the delivery will be cancelled in time and you won’t be charged.
=> I’ve received the package but it’s not what I ordered…
Oops (again)! We will do everything we can to send you the correct products as quickly as we can. Contact us asap so that we can go ahead with the exchange (for which, of course, we will pay the charges)
=> My polish chips after two days. What’s the secret to making it last longer?
Our manicure routine is simple and unchanging:
1_ File your nails without sawing back and forth. Move the file over the nails, not the other way round.
2_ Cuticle time (our Precious Oil is recommended here). Rinse hands with warm water or use an oil-removing product to create a clean surface. Greasy nails and nail polish do not make for a great result.
3_ Apply base coat to protect your nails
4_ First thin coat of polish (not too much product on the brush) + second thicker coat
5_ Apply top coat
Have a quick break between each coat (less than 5 minutes) and wait another 10 minutes at the end so you don’t spoil all of your hard work!
Add a new top coat layer a couple of days later to ensure a longer manicure.
=> But I thought one coat was enough with nailmatic… Was that a fib?
Let’s not get too heavy handed here. Indeed, with nailmatic, one coat is enough—that’s what’s so great. Busy girls love the concept! Your manicure won’t last as long but it’ll be just as good.
=> My nail polish is thick and stringy when I apply it. That sucks, right?
Ok, so it’s our turn to ask the questions now. Where do you store your nail polish? Bathroom, fridge, cupboard, dressing table…?
You should know that your polishes are not big fans of light and heat. Storing them in the bathroom or near a radiator alters their texture and their appearance. Keep them in a box, standing up, and store it in a dry space, in a cupboard. You can keep them in the fridge but if you are a hardcore nail addict, you’ll either need a very large refrigerator or you’ll have to do with less food…
=> Should nail polish be regularly shaken between uses to keep it in top condition?
Not at all—you should never shake your polish as if you were mixing a cocktail. The aim of the movement is to mix together the pigments: hold the polish vertically and roll it between your hands. Gently does it.
=> I always apply polish better on one hand than the other. What can I do to ensure both are perfect?
It’s practically impossible unless you are really gifted or totally ambidextrous. Try to lean the hand that is applying the polish on something and flatten out the hand that you are painting. Everything is a question of practice—you will become better at it with time and patience. So, ready for a warm up?