1. About Our Products

All Le Papillons press-on nail sets are individually handcrafted to order. Every set is hand-painted from scratch after your order is placed, which means each piece is unique. Due to the bespoke, made-to-order nature of our products, our returns and refund policy reflects both the handmade process and your rights under UAE Consumer Protection Law.

We encourage you to review our Size Guide and product descriptions carefully before ordering. If you are unsure about sizing or design, please WhatsApp us before placing your order — we are happy to help.

2. Order Processing

Once your order is confirmed, our artisans begin the hand-painting process. Please allow the following timeframes:

• Orders placed Monday to Friday are processed the same or next working day
• Orders placed on Friday after 3pm, Saturday or Sunday are processed the following Monday
• Processing times may be extended during peak periods, public holidays and Eid seasons — we will notify you via email if there is any delay
• You will receive an order confirmation email immediately after purchase and a shipping notification with tracking once dispatched

3. Shipping Within the UAE

We currently deliver across all UAE emirates. All prices are displayed and charged in AED (Arab Emirates Dirham) and are inclusive of 5% VAT.

• Delivery estimates are from dispatch date and exclude weekends, public holidays and unforeseeable courier delays
• A tracking number will be sent to your email once your order is dispatched
• All taxes and fees are included — no additional charges upon delivery
• Someone must be available to receive the package at the delivery address
• If delivery is unsuccessful, the courier will attempt redelivery or contact you directly

4. Returns & Refunds

As our products are handcrafted to order and personalised, they are exempt from standard change-of-mind returns under UAE Consumer Protection Law (Article 16, Executive Regulations — bespoke and custom-made goods). However, we fully comply with all mandatory consumer rights under UAE law.

We do not accept returns or exchanges for the following reasons:

• Change of mind after the 24-hour cancellation window
• Incorrect size ordered — please use our size guide before ordering
• Colour variation due to screen display differences
• Minor handmade variations in pattern, shade or design — these are natural characteristics of handmade products
• Damage caused by incorrect application, removal, or misuse

5. Damaged, Faulty or Incorrect Items

We take quality very seriously and inspect every set before dispatch.

If your order arrives damaged or faulty:

• Contact us within 12 hours of delivery via WhatsApp or email
• Provide your order number, a description of the issue, and clear photos of the damage
• We will assess your case within 2 working days and offer one of the following: a full refund, a replacement set, or individual nail replacements

If nails chip or break immediately after wear:

• Contact us within 7 days of receiving your order
• Provide clear photo or video evidence showing the issue as you open the package.
• We will review and offer a refund, replacement set, or complimentary individual nail replacements as appropriate

If your order is incorrect (wrong design, wrong size sent by us):

• Contact us within 48 hours of delivery
• We will arrange a replacement or full refund at no cost to you
• Return shipping for incorrectly sent items will be covered by Le Papillons

6. Custom & Bespoke Orders

Custom and bespoke nail sets are made entirely to your specifications — design, colour, shape, and embellishments. Due to their fully personalised nature:

• Custom orders cannot be cancelled once production has commenced
• If the completed set materially differs from the agreed specification, we will remake it at no additional cost
• Custom order timelines are 5–7 working days from deposit confirmation

7. Lost or Undelivered Packages

If your tracking shows delivered but you have not received your package, or if your package appears lost in transit:

• Contact us within 7 days of the expected delivery date
  
• If the package is confirmed lost by the courier, we will offer a full replacement or refund
• Le Papillons cannot be held responsible for packages undeliverable due to incorrect address information provided at checkout

8. How to Reach Us

For all shipping queries, refund requests, damaged item reports, or any other concerns, please contact us through one of the following:

When contacting us about an order issue, please include your order number, full name, and photos where relevant. This allows us to resolve your query as quickly as possible.