FAQ

About Bennie's Nail Bar

Every nail order is carefully handmade and packaged to your exact specifications by me, Bennie!

I am a 22 year old Nail Technician in Australia. There is nothing I love as much as doing people's nails and I can't wait to ship your next set to you.

 

 

General Questions 

How long will my nails stay on for?

When using our nail glue your nails can stay on for 1-3 weeks depending on application and wear. Our nail adhesive tabs are also incredibly durable and can last from 1-3 days depending on application and wear. 

Can I reuse my nails? 

You sure can! Simply follow this amazing tutorial on YouTube! Take special care of your nails and store them in their box when you aren't wearing them.

What comes with my nails? 

All orders come with one free Application Pack that includes a nail file, buffer, cuticle stick, alcohol prep pad, application instructions, along with a personalised thank you note from Bennie. Please keep in mind that only one free Application Pack is sent with your order regardless of how many sets you purchase. If you need additional Application Packs, glues, or adhesive tabs you can find them all in our store. 

Can I shower/bathe/wash my hands while I wear my nails? 

Absolutely! Be careful when bathing though, avoid soaking your hands in warm soapy water for too long. Both our glue and adhesive tabs are durable enough for you to continue on with your normal daily routine. 

Do you make custom orders?

Yes we do. Head over to the "Custom Orders" tab in our menu to find out more or contact us at hello@benniesnailbar.com

Help! I've lost a nail! 

Oh no! Contact us as soon and possible at hello@benniesnailbar.com and we can arrange for you to receive a replacement nail. 

Can I make a change to a design?

Yes, we are more than happy to make changes such as colour, shape, and length to any design. You can email me at hello@benniesnailbar.com to have a more in depth conversation about your changes. 

How strong are your nails? 

Unlike many press on companies I use soft gel tips along with builder gels. This means you are getting a real salon manicure that is super strong!

 

Sizing 

What is a Full Set? 

A Full Set comes complete with 24 nails. All sizes from 0-9 to make sure you get the perfect fit. 

How do I choose a standard size (extra small, small, medium, large)? 

If you'd like a standard size you can using our sizing chart in the "Find my Size" tab in our menu or you can find it on this page. 

How do I choose a custom size? 

If you require a custom size, simply select "custom size" in the drop down size menu, and then write you measurements in the "custom size" box before you add your item to cart. 

What do I need to measure my nail size? 

You will need a soft millimetre (metric) tape measuring tape.

If your measurements come out strangely, please make sure you are using the metric side of your measuring tape. 

 

Size Chart

  1. Use a soft, millimetre (metric) tape measure
  2. Measure each nail horizontally, across the width of your nails. Make sure you are measuring the widest are of your nails. 
  3. Match the millimetre measurements to the chart below. 

 

18mm - 0 | 16mm - 1 | 15mm - 2 | 14mm - 3 | 13mm - 4 | 12mm - 5 | 11mm - 6 | 10mm - 7 | 9mm - 8 | 8mm - 9 |

 

Sizes: Extra Small, Small, Medium, Large, Full Set

Extra Small: 3 thumb, 7 index, 5 middle, 6 ring, 9 pinky 

Small: 2 thumb, 6 index, 4 middle, 5 ring, 9 pinky 

Medium: 1 thumb, 6 index, 4 middle, 5 ring, 8 pinky 

Large: 0 thumb, 5 index, 3 middle, 4 ring, 7 pinky 

Full Set: A full set of 24 nails, with all sizes from 0-9 included along with four extra nails incase you lose one! 

 

Billing

What forms of payment do you accept? 

We accept Afterpay, Zip, MasterCard, Visa, American Express, PayPal, and ApplePay. 

What will display on my bill? 

When you order from us, your bank will display the charge under "SP* Bennie's Nail Bar.

How long do refunds take to process? 

In the rare occasion that you'll need a refund, it will take 5-15 business days to appear on your statement. Your refund will be in your own currency.

Why am I being charged in AUD?

As we are based in Australia, you are required to pay in AUD. You can browse our website in your own currency before payment though!  

What currency will I pay in? 

We are based in Australia so you will pay in AUD. You can display the website in your currency via the currency converter in the drop down menu for mobile and the drop down menu next to the cart on desktop. 

 

Shipping

How long does it take for my order to be shipped?

Your order will be shipped within 1-5 business days of placing your order, we display current wait times on the top of our website. Ordering only takes a minute, and you'll receive your order confirmation immediately. 

How long does shipping take? 

DUE TO COVID-19 SHIPPING MAY BE DELAYED

Shipping within Australia: 3-7 business days
Express shipping within Australia: 1-3 business days 
Free International Untracked: 7-15 business days 
International Tracked: 4-8 business days
International Tracked Express: 3-5 business days

My order never arrived.

If your order has not arrived 4 weeks after you received your shipment notification email, please reach out to us at hello@benniesnailbar.com. Sometimes parcels are held at your local post office, so please check with your local post office. 

Tracking issues. 

If you have chosen Australian Standard, Australian Express, International Tracked, or International Express, your tracking number will be included in your shipping confirmation email. If you are experiencing any delays, or if your tracking number isn't updating or working, please contact us as soon as possible at hello@benniesnailbar.com. Sometimes shipping providers take 1-3 business days to update your tracking information. International customs can hold your order for 1-3 days without notice. 

Changing shipping address. 

If you've entered an incorrect shipping address, please contact us immediately as we are unable to change the shipping address once your item is fulfilled. We cannot replace or refund orders lost due to an incorrect shipping address. Please be sure to double check your shipping information before submitting an order. 

Order lost or stolen. 

Unfortunately we are not able to replace an order that has been lost or stolen in the mail. You will need to contact your shipping provider and place a request for a refund through them. Once an item is handed over to our shipping providers we are no longer liable for what happens to your parcel.

Package insurance. 

You are only able to claim insurance and a refund on a lost or stolen parcel on orders that have Australian Standard, Australian Express, International Tracked, and International Tracked Express. 

 

Returns, Exchanges, Cancellations, and Refunds

 

Refund Policy

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Returns:
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

When returning an item, you must pay return shipping.

Additional non-returnable items:
Gift cards

Please do not send your purchase back to the manufacturer.

There are certain situations where we will not offer a return:

Change of mind
Ordering the wrong size
Any item not in its original condition, is damaged or missing parts for reasons due to wear.
Any item that is returned more than 30 days after delivery.

Refunds:
Once your return is received and inspected, we will send you 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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

We cannot give refunds on worn products unless it is a defect caused during the creation of the product such as:
Top coats peeling, flaking, or changing colour.

There are certain situations where we will not offer a refund:

Change of mind after wear
Ordering the wrong size unless unworn and in original packaging
Any item not in its original condition, is damaged or missing parts for reasons due to wear.
Any item that is returned more than 30 days after delivery

Replacement:
Under Australian Consumer Law we are not obligated to provide replacement for products damaged during use unless it is an unused product or the fault was caused during the creation process. All replacement requests are at the discretion of Bennie's Nail Bar, but we will always hear out reasonable requests and take all the circumstances into consideration. Shipping must be covered by the customer, and a replacement fee may apply. Please contact us at hello@benniesnailbar.com.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@benniesnailbar.com.

Sale items (if applicable)
In accordance with Australian Consumer Law, we accept returns on all unworn nail sets.

Exchanges (if applicable)
We only replace items if they are defective or damaged on arrival. For further help, send us an email at hello@benniesnailbar.com

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Please contact us at hello@benniesnailbar.com to request our returns address.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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