GET 20% OFF YOUR 1st ORDER
REGISTER NOW TO GET THE CODE
FREE UK STANDARD DELIVERY
ON ORDERS OVER £20
10% OFF WHEN YOU SPEND £30 OR ABOVE
USE CODE ''ALL10'' AT CHECKOUT

ORDERS

 

- Can I change or cancel my order?

Once an order has been packed or shipped at the warehouse, we are not able to make any revisions, including cancellation.

However, you may able to change or cancel your order before the items shipped or packed, please contact our customer service at 02392 313896.

- What communication will I receive after placing my order?

Once you have placed your order you will see an on screen order summary and will receive an acknowledgement of your order via email. A second email will be sent once your order dispatched from our warehouse.

- What if something out of stock?

Any items that are currently sold out will have a clear message to that effect on each product page. If for any reason, stock becomes sold out after your order is placed, we will aim to contact you soon after the order has been placed. We may offer alternative items or inform you of the date that we expect the missing item(s) to be back in stock.

- I have received an incorrect/missing/defective item in my order, what should I do?

As soon as you discover a fault or incorrect, please contact our Customer Care team at 02392 313896 with:

  • The order number
  • The faulty or incorrect item's name and number
  • A description of the fault or incorrect.

We'll get back to you within 48 hours and send you a replacement item as quickly as we can.

 

PAYMENT

 

-How can I pay?

Visa, Master Card, and American Express are all accepted. We take your security very seriously, therefore your details are safe with us.

- How do I use a promotion/coupon code?

You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Discounts' box. Once you've entered the code, click on 'Apply' and it will apply to your order. 

You must enter the discount/promotional code when you are checking out as it can't be applied later. If you find that your promo code isn’t working then please check the below:

  • You can only use one discount/promotional code per order. This applies to our free delivery codes too.
  • Discount/promotional codes cannot be used for gift vouchers, when paying for a Premier subscription or for any delivery charges.
  • As our discount/promotional codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website.
  • Some codes will only work for specific people or for specific countries. The terms and conditions will state if the code can only be used in a certain country. If you’ve received the code in an email from Soigné then the code may also be locked to that email address. Make sure you’re trying to use the code using your Soigné account that has the same email address as we sent the code to.

 

DELIVERY

 

- How long will it be before I receive my order?

UK Standard Delivery  2 - 5 Days

UK Next Day Delivery   1 - 2 Days

Orders placed over weekends, Bank Holidays and any day after 12.00 GMT will be treated as received by Soigné on the next working day. There is no dispatch or delivery on Bank Holidays, Saturdays and Sundays.

We aim to deliver your order to you in accordance with the Delivery Policy but offer no assurances or guarantees on time or date of delivery.

We’ll email you a link to your tracking information once your parcel has left our warehouse. Your estimated delivery date is in your Order Confirmation email. You can also track your order by logging into ‘My Account’ and viewing your most recent orders.

  • Your order may arrive anytime between 7am and 9pm and a signature may be required on receipt of your parcel.
  • If you're not in when your parcel arrives, a card will be left telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

- How do I check the status of my order?

You will receive an order confirmation from soignenails.com via email, which will include the tracking number, once your order has been processed. Simply click on your tracking link on this email to view the up to date tracking.

- What should I do if my order hasn’t been delivered yet?

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive.

You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order. If the status shows ‘Track This Order’, just click the link and you’ll be able to follow your parcel. If the status shows ‘Shipped’, your order has been sent with your local postal service and isn’t trackable.

Your tracking link will be able to provide up to date information on the status of your order. If your estimated delivery date has passed and you haven’t received your order, please contact our Customer Care Team at 02392 313896

- Do you ship internationally?

Soigné purchases can be shipped to the U.K. and  via UK Standard delivery. Standard delivery prices vary depending on location of shipping address and choice of shipping. Charges are shown in the checkout.

 

RETURNS

 

- How do I return or exchange an item?

If for any reasons you are dissatisfied with your online purchase, we will happily refund or exchange any unopened, unused and unworn items within 14 days of purchase. Original shipping and handling fees will not be refunded.

You can return your parcel using any postal service. We ask that you obtain a proof of postage receipt so that if your parcel goes missing on the way back to us, you’ll have proof you sent it. Please note you’ll have to cover the postage costs yourself

To return or exchange all or some of your order, simply ship to the address below

Codestorm plc - SOIGNÉ NAILS

Codestorm House, Walton Road,

Farlington, Portsmouth PO6 1TR,

United Kingdom

 

When you return your order, just pop your returns note in the parcel with the following details marked on it:

  • Your order number
  • Reason for return
  • Which items you’d like exchanged or refunded 

We'll send you an email to let you know once we've received your return with the details of any refunds and exchanged items. If an item is out of stock we’ll let you know we couldn’t exchange it and issue a refund instead. If an exchange is available, we’ll drop you another email once your new item has left our warehouse.

Any exchanged items will be sent to the default delivery address on your account using the same delivery service as your original order. 

If we’ve refunded you for any items, the funds can take up to 5 working days to appear in your account depending on your bank/card issuer.

*This return policy applies only to items purchased only at www.soignenails.com, items purchased in other method that carry our products cannot be returned through our online site.

- Can I return an item for a refund instead of exchange?

We just accept to return the faulty or incorrect item.

We want to sort out any issues with faulty or incorrect items straightaway.

As soon as you discover a fault or incorrect, please contact our Customer Care team with:

  • The order number
  • The faulty or incorrect item's name and number
  • A description of the fault or incorrect.

We'll get back to you within 24 hours and send you a replacement item as quickly as we can.

 

Customer service

 

- How do I contact customer service?

Phone: 02392 313896

Email:   cs@soignenails.com

Time:   Monday - Friday  9am - 5pm

 

ACCOUNT

 

- How do I update my details on my account?

You can change any information in 'My Account' login and click on the area that you wish to change and amend accordingly.

Any changes you make to your account will not affect the details of any orders you’ve already placed. It's worth checking your account every once in a while just to make sure we have the right details for you.

- I have forgotten my password, how can I request a new one?

On the login screen you can select 'Forgot your Password?'. Please enter the email address that you have your account set up with and we will send you an email to reset your password. If you are still having difficulties, please do not hesitate to contact us at cs@soignenails.com