FAQ

Orders

I have just placed my order. When can i expect my package?

Depending on the number of products, the preparation of a package usually takes between 1 to 4 business days. Although shipping times vary between countries and shipping companies, shipping to European countries usually takes between 2 to 7 business days (after the package has been prepared).

After placing an order, it takes 5 to 9 business days on average to receive the package. However, if payment (bank transfer) is delayed for several days, shipping may take longer.

Supplementary orders and order modifications

MAY I PLACE A SUPPLEMENTARY ORDER VIA TELEPHONE OR EMAIL?

No. After an order has been placed, it cannot be supplemented. If you wish to purchase further products, please place a new order in the webstore.

Please mind that in that case if the original order is already closed and/or shipped as well, we will charge again a shipping fee for the supplementary order even if it is only 1 pc. of product.

MAY I MODIFY MY ORIGINAL ORDER?

If you wish to modify your order, it must be indicated to the export divison via email: exportsales@perfectnails.hu and the modification need to be clearly indicated in the excel order form.

Indicate the changes with different colors in the quantity column of the order form,
for example removing: red, adding: green, changed quantity: yellow)
For any changes in an already preapered order we charge 10 EUR = each 1 work hour started
Extra charges will be added to the shipping cost on the invoice.
Please mind that all the changes which are implemented on a closed order may increase the chance of making mistakes for warehouse workers.

MAY I MODIFY THE PACKAGING OF MY ORDER?

The number and size of the packaging boxes are always optimized for the given order to protect the contents of the consignment, thus avoiding damage due to breakage and insurance arrangements.

If the consignment leaves our warehouse by one of our contracted freight companies on behalf of Perfect Nails, in that case, the customer is not allowed to require any modifications regarding packaging materials and methods.

Tracking

Where can I track my package after it has shipped?

We are partnered with the following three shipping companies: GLS, DB Schenker, DHL.

After your order is completed the freigh companies below send all the customers an automatically generated email containing the tracking numbers and the estimated time of delivery.
Unfortunately this service is not avaible in case of GLS regarding the following countries: Ireland, Norway, Sweden, Switzerland.

GLS

Small packages/parcels are delivered by GLS. Tracking is available by clicking the link below and entering the package number:
https://gls-group.eu/HU/en/parcel-tracking

Package numbers are automatically sent to the email address of the recipient as soon as GLS picks up the package from the Perfect Nails warehouse or max. 1-2 days after pickup.

Automated email sending is not available in the following countries:
Sweden, Norway, Switzerland. Recipients from these countries will receive the package numbers from our colleagues via email.

DB SCHENKER

Our pallet shipments within the EU are handled by DB Schenker.
Tracking is available for these shipments by clicking the link below and entering the reference number provided by DB Schenker: https://was.schenker.nu/ctts-a/com.dcs.servicebroker.http.HttpXSLTServlet?request.service=CTTSTYPEA&request.method=select&refresh=true&language=en&country=GB

DHL

DHL handles packages and pallet shipments outside the EU, as well as air shipping within and outside the EU. DHL always sends an email and a text message to the recipient before delivery. To track the shipment, please, click on the link below:
https://www.dhl.hu/exp-en/express/tracking.html

May I ask for updates about my package via email?

In order to allow our colleagues to focus on preparing your orders in a timely manner, it is important to reduce time spent on answering emails.

If you do not receive an update within 6 days of placing the order, please contact us at exportsales@perfectnails.hu and include the following details:

order number
customer name and address

Import charges

In Non-EU countries like in U.K., customers might have to pay different import charges for the customs office (VAT, customs cost etc.) These import charges must be borne by the Non-EU customers at all times.

What to do if the package is damaged

Important! If the delivered package is damaged, a detailed report must be filed on the spot with the courier in 24 hours!

This should be sent by mail within 24 hours along with the exact tracking number and attached photos to the logistic company who transported the order and put in copy the following email address: exportsales@perfectnails.hu.

Photos should depict the following: outer packaging/damage, inner packaging, filler packaging materials in the box, and the damaged product(s). If the package is damaged, we recommend making a video recording of the unboxing and the itemized unwrapping process. We also need a detailed list of the damaged products, containing articles, product name, size, and quantities.

If we do not receive such details, we cannot file damage claims with the courier and we cannot replace the item(s).

What to do if products are missing or incorrect products are included in the package

If the delivered package is properly sealed and undamaged, but it does not include all products listed on the invoice, the detailed list of missing items (including article numbers, quantities and the exact names of the items) should be sent to the following email address within 72 hours of receipt: exportsales@perfectnails.hu.

If incorrect products were included, please attach a photo as well. Our colleagues will check the stocks of the reported product and if your claim is legitimate, we will ship the missing and/or the correct items to you.

Warranty & Error report form

Faulty products / devices

If you purchased an electronic device from us, and it is malfunctioning but the warranty is still valid (1 year warranty is provided from the date of the bill), please report this by using the link below:
https://perfectnailscompany.com/error-report

We will investigate whether the product is indeed defective and whether the defect has occurred during the intended use. If we know, we will repair it, if not, we will replace it.

If your faulty device is a Nail drills (Basic Drill or Perfect Drill) you have to send always both parts: Control unit + hand piece. Why? Because we never know which part caused the problem!

Control unit, hand piece

After reporting, the device should be sent to the following address with the marking "FAULTY PRODUCTS" clearly indicated on the box:

Perfect Nails
(Storage No. 1)
89-95 Fehérvári út,
Budapest H-1119,
Hungary

Opening hours of the warehouse:
Monday – Friday: 7 am – 3.30 pm

The procedure is the same for all other faulty products, e.g. brushes, acrylgel, lacgel. If the products are simply sent back to us without filling in the form above, we will automatically return the faulty products to the sender.

Purchase of spare parts

If the Distributor wishes to service the purchased machines itself, this is also possible.

Manufacturer can provide theoretical and practical assistance for this, and it is also possible to purchase spare parts for certain electronic devices.

The warranty and guarantee rules required by Hungarian law apply to electronic devices.

Return shipping

The cost of returning defective products to the Supplier shall be borne by the customer, while the cost of returning the replaced/repaired products to the customer shall be borne by the Supplier.

Substitute machinery

If the Distributor also wishes to purchase and distribute electronic devices from the Manufacturer, it acknowledges that in the event of a failure, the Manufacturer will not be able to provide a replacement or substitute machine during the service period.

Warranty period

The cost of returning defective products to the Supplier shall be borne by the customer, while the cost of returning the replaced/repaired products to the customer shall be borne by the Supplier.