Return of merchandise (online purchase)

Return due to ordering error (receipt of wrong product) No returns will be accepted without prior agreement with a representative duly accredited by the company. Returned products must be in their original condition: the packaging must be intact and the item must not have been used. If the error is on our part, we will ensure it is corrected as quickly as possible. In the event that the error is on the part of the customer, an exchange or credit for the product is possible, but return shipping costs are at the customer's expense. The customer must return the product within 30 days of the purchase invoice date, otherwise the return will not be accepted. You must contact one of our representatives within 7 days of receiving your order. No requests will be processed after this 7-business-day period. N.B. In the case of an error regarding 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. Return of a purchased product that does not meet your expectations ** : No returns will be accepted without prior agreement with a representative duly accredited by the company. For a refund, after your return is accepted, a 20% fee will be charged for handling the return of goods. For an exchange or credit applicable to a future order, after your return is accepted, no fees will be charged for handling the return of goods. Return shipping costs for products are at the customer's expense, whether for a refund or a credit. Returned products must be in their original condition: the packaging must be intact and the item must not have been used. For hygiene reasons, some products cannot be returned, such as nail polish or any other unsealed product. This list is not exhaustive, and other items may also be excluded from return depending on their nature. You must contact one of our representatives within 7 days of receiving your order. No requests will be processed after a 7-business-day period. ** For technical and hygiene reasons, some products are non-exchangeable and non-refundable. Return of broken product(s) still under warranty The product must still be under warranty***. Electrical equipment is guaranteed for 3 months. No returns will be accepted without prior agreement with a representative duly accredited by the company. The product must be sent complete in its original packaging. A return label will be sent by email. Upon receipt of the label: print it, stick it on a return box (do not stick it directly on the product box), and schedule a pickup with the carrier within a maximum of five (5) days. Shipping costs for the defective product and for shipping the repaired or exchanged product are at the expense of Distributions Ongles d’Or (Only if the warranty is still in effect and there is indeed a defect. In the case of a product returned as non-defective after verification, shipping and return costs are at the customer's expense.). *** The product warranty covers only manufacturing and material defects found during normal use in accordance with the manufacturer's instructions. The warranty does not cover , without limitation: Damage caused by improper use, abuse, or use not in accordance with instructions. Breakage resulting from a fall, shock, or exposure to water or any other liquid. Damage caused by inadequate maintenance, modification, or unauthorized repair. Normal wear and tear of the product, including consumable or aesthetic parts. Any excessive professional or commercial use beyond the normal capacity of the product (if applicable). The warranty period for products may vary; some products are not under warranty. N.B. In the case of a broken product under warranty 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.

Merchandise return (in-store purchase)

Return of a purchased product that does not meet your expectations ** : No return will be accepted without prior agreement with a representative duly accredited by the company. For a refund, after acceptance of your return, a 20% restocking fee will be charged for handling the returned merchandise. For an exchange or a credit applicable to a future order, after acceptance of your return, no handling fees will be charged for the return of merchandise. Return shipping costs for products are at the customer's expense, whether for a refund or a credit. Returned products must be in their original condition: the packaging must be intact and the item must not have been used. For hygiene reasons, certain products cannot be returned, such as nail polish or any other unsealed product. This list is not exhaustive, and other items may also be excluded from return depending on their nature. You must contact one of our representatives within 7 days of receiving your order. No request will be processed after a period of 7 business days. ** For technical and hygiene reasons, some products are non-exchangeable and non-refundable. Return of broken product(s) still under warranty The product must still be under warranty***. Electrical equipment is guaranteed for 3 months. No return will be accepted without prior agreement with a representative duly accredited by the company. After reaching an agreement, the customer brings the product to the store for repair (or exchange, as the case may be). The product must be in its original packaging. A customer who does not wish to travel to the store may, after reaching an agreement, return the product to us by mail or another carrier (note: in this case, the costs of shipping to our offices and the costs of shipping the repaired (or exchanged) product are at the customer's expense). *** The product warranty covers only defects in manufacturing and materials found during normal use in accordance with the manufacturer's instructions. The warranty does not cover , without limitation: Damage caused by improper use, abuse, or use not in accordance with instructions. Breakage resulting from a fall, impact, or exposure to water or any other liquid. Damage caused by improper maintenance, modification, or unauthorized repair. Normal wear and tear of the product, including consumable or aesthetic parts. Any excessive professional or commercial use beyond the product's normal capacity (if applicable). Product warranty durations may vary; some products are not under warranty.

DELIVERY AND RETURNS

Ships within 24 to 48 business hours
Delivery generally takes 1 to 7 business days in Quebec
Free pickup at all three of our stores
Returns: contact us within 7 days of receipt

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.

Return due to ordering error (receipt of wrong product)

No returns will be accepted without prior agreement with a representative duly accredited by the company.
Returned products must be in their original condition: the packaging must be intact and the item must not have been used.
If the error is on our part, we will ensure it is corrected as quickly as possible.
In the event that the error is on the part of the customer, an exchange or credit for the product is possible, but return shipping costs are at the customer's expense. The customer must return the product within 30 days of the purchase invoice date, otherwise the return will not be accepted.
You must contact one of our representatives within 7 days of receiving your order. No requests will be processed after this 7-business-day period.

N.B. In the case of an error regarding 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.

Return of a purchased product that does not meet your expectations ** :

No returns will be accepted without prior agreement with a representative duly accredited by the company.
For a refund, after your return is accepted, a 20% fee will be charged for handling the return of goods.
For an exchange or credit applicable to a future order, after your return is accepted, no fees will be charged for handling the return of goods.
Return shipping costs for products are at the customer's expense, whether for a refund or a credit.
Returned products must be in their original condition: the packaging must be intact and the item must not have been used.
For hygiene reasons, some products cannot be returned, such as nail polish or any other unsealed product. This list is not exhaustive, and other items may also be excluded from return depending on their nature.
You must contact one of our representatives within 7 days of receiving your order. No requests will be processed after a 7-business-day period.

** For technical and hygiene reasons, some products are non-exchangeable and non-refundable.

Return of broken product(s) still under warranty

The product must still be under warranty***.
Electrical equipment is guaranteed for 3 months.
No returns will be accepted without prior agreement with a representative duly accredited by the company.
The product must be sent complete in its original packaging.
A return label will be sent by email.
Upon receipt of the label: print it, stick it on a return box (do not stick it directly on the product box), and schedule a pickup with the carrier within a maximum of five (5) days.
Shipping costs for the defective product and for shipping the repaired or exchanged product are at the expense of Distributions Ongles d’Or (Only if the warranty is still in effect and there is indeed a defect. In the case of a product returned as non-defective after verification, shipping and return costs are at the customer's expense.).

*** The product warranty covers only manufacturing and material defects found during normal use in accordance with the manufacturer's instructions.

The warranty does not cover, without limitation:

Damage caused by improper use, abuse, or use not in accordance with instructions.
Breakage resulting from a fall, shock, or exposure to water or any other liquid.
Damage caused by inadequate maintenance, modification, or unauthorized repair.
Normal wear and tear of the product, including consumable or aesthetic parts.
Any excessive professional or commercial use beyond the normal capacity of the product (if applicable).
The warranty period for products may vary; some products are not under warranty.

N.B. In the case of a broken product under warranty 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.

Return of a purchased product that does not meet your expectations ** :

No return will be accepted without prior agreement with a representative duly accredited by the company.
For a refund, after acceptance of your return, a 20% restocking fee will be charged for handling the returned merchandise.
For an exchange or a credit applicable to a future order, after acceptance of your return, no handling fees will be charged for the return of merchandise.
Return shipping costs for products are at the customer's expense, whether for a refund or a credit.
Returned products must be in their original condition: the packaging must be intact and the item must not have been used.
For hygiene reasons, certain products cannot be returned, such as nail polish or any other unsealed product. This list is not exhaustive, and other items may also be excluded from return depending on their nature.
You must contact one of our representatives within 7 days of receiving your order. No request will be processed after a period of 7 business days.

** For technical and hygiene reasons, some products are non-exchangeable and non-refundable.

Return of broken product(s) still under warranty

The product must still be under warranty***.
Electrical equipment is guaranteed for 3 months.
No return will be accepted without prior agreement with a representative duly accredited by the company.
After reaching an agreement, the customer brings the product to the store for repair (or exchange, as the case may be).
The product must be in its original packaging.
A customer who does not wish to travel to the store may, after reaching an agreement, return the product to us by mail or another carrier (note: in this case, the costs of shipping to our offices and the costs of shipping the repaired (or exchanged) product are at the customer's expense).

*** The product warranty covers only defects in manufacturing and materials found during normal use in accordance with the manufacturer's instructions.

The warranty does not cover, without limitation:

Damage caused by improper use, abuse, or use not in accordance with instructions.
Breakage resulting from a fall, impact, or exposure to water or any other liquid.
Damage caused by improper maintenance, modification, or unauthorized repair.
Normal wear and tear of the product, including consumable or aesthetic parts.
Any excessive professional or commercial use beyond the product's normal capacity (if applicable).
Product warranty durations may vary; some products are not under warranty.

Language

DELIVERY AND RETURNS

Free shipping

Shipping fees

Heavy and oversized items

Training courses

Special handling

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

Stolen or lost package after delivery

Delivery delays

Damaged package or broken item(s)

Missing or broken item(s) unrelated to theft

Return due to ordering error (receipt of wrong product)

Return of a purchased product that does not meet your expectations ** :

Return of broken product(s) still under warranty

Return of a purchased product that does not meet your expectations ** :

Return of broken product(s) still under warranty