Current order processing queue: orders placed 7-8 Jan. Please note, for orders placed from 20 January processing time is 7-10 business days. Thank you for your patience!

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Frequently Asked Questions

Shipping

For a list of countries we ship to, you can visit our Shipping Rates and Delivery Times page. If your country is not listed, we cannot ship there at this time.

Orders will be fulfilled and ready for shipping within 24-48 hours on business days. However, during sales, launches/restocks and busy holiday periods they may take longer to be fulfilled. Your order confirmation email will contain information on approximate shipping timeframe for the order.

If your order contains any pre-order or pre-sale items, the complete order will ship once those items arrive. Please refer to Pre-Order section of our website for estimated shipping dates.

You will receive an email with a tracking link once a shipping label is created.

In most cases you will also be able to find the tracking link on your order page once the shipping label is created.

Tracking information for shipments can take a while to update, depending on the shipping method selected during checkout. Standard shipping methods generally take longer to update than express (UPS) shipments.

For standard shipping please allow up to 2 business days (not including Saturday and Sunday) for the tracking information to update.

Estimated Delivery Times (after dispatch):

Netherlands, Germany, Belgium: 2-3 business days (local post), 1-2 business days (UPS)

Other European countries: 2-10 business days (local post), 2-5 business days (UPS)

USA, Russia, Japan: 5-15 business days

Rest of World: 2-12 weeks

Please note, delivery times may be longer during busy holiday periods - please allow additional 1-3 weeks for delivery from late November to mid January.

Hypnotic Polish cannot be held responsible for carrier or Customs delays.

If the order remains undelivered beyond the timeframe specified on Shipping Rates & Delivery Times page (including additional 1-3 weeks for delivery from late November to mid January), we can raise a claim with the carrier.

Before contacting us about your order, please check the following:

- Has your delivery been delayed beyond approximate delivery times specified on Shipping Rates & Delivery Times page (including additional 1-3 weeks for delivery from late November to mid January)?

- Have you checked with your neighbours to ensure that the package was not delivered to them?

- Have you checked any "safe" areas that the postman may have left the order?

- Have you contacted your local post office to see if they have further information on the package?

If you answered "yes" to all of the above, please contact us via "Contact Us" tab, and we will submit a claim with the carrier on your behalf.

Please note, under the international postal agreement it may take anywhere from 1 week to 2 months from the date we submit a search request for the investigation to be completed (depending on origin and destination postal services' processing speed). Unfortunately we are unable to speed up these processing times - this is something beyond our control. We will contact you with any updates or further information requests as we receive them.

 

If your order tracking indicates that the parcel has been delivered but you have not received it, we advise to check with your neighbours or local postal collection office to see if it has been delivered there. We are not responsible for lost or stolen goods once your package is delivered and kindly advise to make proper arrangements to receive your package once it has been dispatched.

No, local pick up is not possible.

Orders

If your order hasn’t been shipped yet, please reach out via "Contact Us" tab at the bottom of the screen, or reply to the order confirmation email to request a cancellation.

If your order has reached the packing stage, we cannot cancel your order.

Pre-orders and pre-sales are non-cancellable.

Please reach out via "Contact Us" tab at the bottom of the screen, or reply to the order confirmation email. If it's possible, we may be able to make a change to your order.

If your order has already been shipped, we cannot make any changes.

We can combine orders into one package provided the total weight of the parcel does not exceed 2 kg.

When placing an order please leave a note in Order Notes field asking to hold until you place another one. Once you instruct us to ship all your open orders in a note with your last order, we will send everything in one parcel and any excess shipping charges paid (less deductions as noted below) will be refunded as soon as the parcel is sent.

If you would like to add something to your existing order, please place a separate order for additions and notify us via email or contact form that you would like those orders to be combined. Orders can be combined as long as they have not reached the packing stage yet.

Please note, combined orders will be moved to the end of the current shipping queue due to the extra processing required. This may delay shipping of your combined parcel by several days, depending on the number of orders in the processing queue.

A maximum of 3 orders can be combined. A fee of €0,50 per each additional order after the 1st order will be applied (this will be deducted from the shipping refund). This covers the transaction fee we are charged per order.

Please note, order combination is not available during sale events and busy holiday periods (unless advertised otherwise).

In the unfortunate event that a product arrives damaged/broken, please contact us by replying to your order confirmation email within 5 days of receiving the order, and supply photo of the outside of the package with the shipping label clearly visible, as well as the inside showing the broken/damaged item.

Returns of non-polish items are accepted within 14 days of receipt provided the item(s) are unopened and in their original condition and packaging. Please email us first if you would like to return an item. Shipping costs are non-refundable. You will be responsible for paying shipping costs for returning your item.
Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, full refund less shipping costs will be provided within 7 days of receiving the item(s) back by applying a credit to you original method of payment.

Please note, for hygienic reasons nail polish, top/base coats and liquid latex products are non-returnable.

Only regular priced items may be returned and refunded, unfortunately sale items cannot be returned.

Orders sent to outside of the EU may be subject to additional duties, taxes, and customs processing fees. These are not included in the prices listed on our website. You will be responsible for all import duties, taxes and customs processing fees charged by the country you are shipping to. Prior to placing an order, please consult with your local customs agency to find out more information regarding the amount of duties, taxes, or fees you may have to pay.

Products

All upcoming restocks and launches are announced on Coming Soon page. If there is no information on the Coming Soon page, that means we have not planned a restock yet or we have not received order confirmation from the vendor and therefore cannot provide any availability information at this stage.

We suggest joining a waitlist by clicking "Notify Me When Available" tab in the bottom right corner of the screen to be one of the first people to know if and when the item is available again.

All upcoming restocks and launches are announced on Coming Soon page. If there is no information on the Coming Soon page, that means we have not planned a restock/launch yet or we have not received order confirmation from the vendor and therefore cannot provide any availability information at this stage.

Payment

We accept PayPal and major credit cards as a method of payment for your orders.

It is also possible to pay via bank transfer (for customers within European Union only). Payment is expected within 48 hours after placing an order, otherwise the order will be cancelled and items restocked.

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