At LOYA, we understand that sometimes things don't go as planned. Here are our honest and straightforward terms — no fine print.

When we'll send a replacement or refund

If you received:

  • a defective item (crack, leak, damaged packaging),
  • the wrong item from your order,
  • something damaged during delivery,
  • or just something that's not right — message us within 14 days of receiving your order.

We'll sort it out quickly: either send a replacement or issue a refund — whichever works better for you.

We always check everything before shipping, but human error happens, and anything can occur in transit. In these cases, return shipping is on us.

When returns aren't possible

Nail products are cosmetics, and under Ukrainian law, products of proper quality cannot be returned simply because you changed your mind.

But if there's a real quality issue — always write to us, we'll figure it out.

How to submit a request

  1. Message us on Instagram Direct, call +380 50 406 15 85, or email loyanails@gmail.com.
  2. Include your order number and describe the situation.
  3. Attach photos if there's a defect or damage.

We respond within 1 business day.

Refund timeline

Once confirmed — your refund will be back on your card within 1–3 business days, depending on your bank.

Have questions? Just write to us — we're real people, not a bot, and we're sure any issue can be resolved through conversation 🙂