DELIVERY AND RETURNS

Shop online from the comfort of your home and save on shipping costs by picking up your order at one of our 3 stores:

• Place Fleur de Lys (Quebec),
• Promenades Beauport (Quebec)
• Saint-Nicolas (Lévis)

HOW TO USE IT:

When placing your order, you must choose a shipping method; you will have the option to select one of the 3 Ongles d’Or branches listed under "In-store pickup".

WHEN WILL MY ORDER ARRIVE?

Place Fleur de Lys and Promenades Beauport stores:

Orders are shipped to Place Fleur de Lys and Promenades Beauport every Thursday*, excluding holidays. You must order by Tuesday at 5:00 PM to be able to pick up your order the following Thursday. For example, if you order on Tuesday after 5:00 PM or on Wednesday, the package will be delivered to Place Fleur de Lys or Promenades Beauport on the Thursday of the following week. The order will be sent to Place Fleur de Lys or Beauport only after it has been paid for.

Saint-Nicolas store:

Orders will be available for pickup at the Saint-Nicolas store the business day following the order, after noon. (Check store opening hours)

HOW TO COLLECT THE PACKAGE IN STORE?

Present a copy of your invoice (which will be sent to you by email) as well as government-issued photo identification to an Ongles d’Or Distributions sales associate.

If you send someone to pick up your order, please provide their full name in the "Comments" section during the final step of placing your order. Your representative must present the following to the sales associate:
government-issued photo identification;
a copy of the invoice.

For security reasons, you (or your representative) will be asked to sign a sheet confirming that you have taken possession of your order.

** Free shipping to the Place Fleur de Lys and Promenades Beauport stores excludes certain oversized items.

Online orders are dispatched from our Saint-Nicolas warehouse within 24 to 48 business hours (Monday to Thursday, excluding holidays and vacations). Delivery times vary depending on the carrier: for Quebec, typically 1 to 7 business days. Ongles d'Or cannot guarantee delivery times, as they depend on the carrier.

Shipping fees are automatically calculated at checkout based on the weight of the order and the shipping province.

Free shipping

Shipping is free on purchases of $200 or more (before taxes) in Quebec and Ontario, for orders weighing 10 kg or less.

Shipping fees

Below this threshold, or for other provinces, a base rate applies depending on the province, with an additional amount added based on the weight of the order:

• Quebec: $13.95 for orders of 10 kg or less; beyond that, an additional amount is added based on weight.
• Ontario: $13.95 for orders of 10 kg or less; beyond that, an additional amount is added based on weight.
• Manitoba, New Brunswick, Nova Scotia, Prince Edward Island, Saskatchewan: starting at $17, plus an amount based on weight.
• British Columbia, Alberta: starting at $20, plus an amount based on weight.
• Yukon, Northwest Territories, Nunavut, Newfoundland and Labrador: starting at $45, plus an amount based on weight.

The exact amount is displayed at checkout, once your address and shopping cart contents are known.

Heavy and oversized items

• Certain very heavy or bulky items (e.g., salon furniture) are shipped via quote: after the order is placed, a representative calculates the fees based on dimensions and location, then contacts you. These items are not eligible for free shipping.
• Other items weighing over 10 kg are charged at the rate for their province, plus an amount based on weight, and are not eligible for free shipping.

Training courses

Shipping is included (free) for all our training courses, including those delivered with a kit of materials.

Special handling

Some products requiring special handling may be subject to handling fees; if applicable, this will be indicated at the time of purchase.

Ongles d’Or ships internationally: Europe, America, Oceania

Shipping costs and delivery times depend on the destination country. An estimate is available in your shopping cart based on the weight of the items selected and the country you have indicated. 
Customs duties and import taxes may apply depending on the country. They are set by local authorities and are not determined by Ongles d’Or.

Accepted payment methods

Only PayPal payments are accepted for customers outside of Canada and the United States. PayPal will allow you to pay by credit card, debit card, or directly through your PayPal account.

At Ongles d’Or, your satisfaction is our priority, and we do everything possible to ensure your order arrives quickly and in perfect condition. However, some situations are unfortunately beyond our control:

Stolen or lost package after delivery

If your tracking indicates that the package has been delivered but you have not received it, we understand how frustrating this can be. Unfortunately, Ongles d’Or cannot be held responsible for packages stolen or lost after delivery confirmation by the carrier. We invite you to contact the carrier directly to open an investigation.

Delivery delays

Once your order has been handed over to the carrier, Ongles d’Or unfortunately no longer has control over delivery times. Using your tracking number, you can monitor the progress of the shipment and contact the carrier directly for any questions regarding a delay.

Damaged package or broken item(s)

Upon receipt of your order, please be sure to check the condition of the box.

• If the packaging is damaged, inspect the contents immediately in the presence of the carrier.
• In the event of broken item(s), ask the carrier to complete a report and contact us promptly to open a claim.

Very important: keep the box as well as the damaged items, as the carrier may require them to finalize the compensation. Please also send us photos as soon as possible.

Missing or broken item(s) unrelated to theft

If an item is missing or broken during transit, please contact us without delay.
In the case of an error on a product valued at less than $30 (before taxes), Ongles d’Or will not exchange it: no replacement product will be shipped; the product will simply be refunded.
No request can be processed after a period of five (5) business days following the receipt of your order.

At Distributions Ongles d'Or, your satisfaction is important to us. If a product does not meet your expectations or an error has occurred with your order, our team is here to help.

1. General Return and Exchange Conditions

• For any return, exchange, or refund request, you must contact our team within 7 days of receiving your online order or making your in-store purchase.
• No returns will be accepted without prior authorization from an Ongles d'Or staff member.
• Products must be new, unused, sealed, and in their original, undamaged packaging.
• For hygiene reasons, unsealed, opened, or used products cannot be exchanged or refunded, except where required by law.

Important – UV Resins: Due to their limited shelf life and sensitivity to storage conditions, UV resins are non-exchangeable and non-refundable under our return policy. Each product is inspected at the time of in-store purchase or before shipping to ensure it is in good condition and meets our quality standards.

2. Change of Mind or Product Not Meeting Expectations

If you change your mind or a product does not meet your expectations, our team may authorize a return, exchange, or refund.

The general return and exchange conditions outlined above apply.

For online orders, return shipping costs are the customer's responsibility.

3. Order Errors

If you received the wrong product or an error occurred while preparing your order, please contact us within 7 days of receiving your order.

If the error was made by Ongles d'Or, we will provide a prepaid return shipping label for online orders requiring a return.

Products under $30 (before taxes): For online orders, no replacement product will be shipped. Instead, we will issue a refund or store credit, depending on the situation and applicable consumer rights.

No products should be returned without our prior authorization.

Electrical equipment comes with a 3-month commercial warranty covering manufacturing defects and defects in materials under normal conditions of use.

Warranty periods and conditions may vary depending on the product. Some items do not come with any additional commercial warranty.

The commercial warranty does not cover:

• Damage caused by misuse or use that does not comply with the manufacturer's instructions.
• Damage resulting from drops, impacts, or contact with water or other liquids.
• Damage caused by improper maintenance, unauthorized modifications, or repairs.
• Normal wear and tear.

To submit a warranty claim:

Please contact our team before returning the product. Once your request has been authorized:

• In-store purchases: Bring the complete product, preferably in its original packaging, to one of our stores.
• Online purchases: If a return is required, we will provide a prepaid return shipping label. The product must be properly packaged and handed over to the carrier according to the instructions provided.

If the defect is covered by the warranty, Ongles d'Or will cover the shipping, repair, or replacement costs.

If the product is inspected and no defect covered by the warranty is found, shipping costs may be charged to the customer.

Need Assistance?

For any questions or requests regarding returns, exchanges, or warranties, please contact our customer service team.

No products should be returned without our prior authorization.