Frequently Asked Questions
Your most-asked questions, along with their answers, are below. If you don't find an answer to your particular query, our Customer Services team are here to help.
Contact us: email@example.com
Can I change my order details? (Products or delivery name and address)
If your order has not yet been processed by us, it may be possible to replace incorrectly ordered colours or change the address. Please get in touch with our Customer Services team on firstname.lastname@example.org as soon as possible to discuss.
Once your order has been processed in our warehouse, we are, unfortunately, unable to change it.
How do I cancel my order?
If you wish to cancel your order before it has been despatched, please get in touch with our Customer Services team on email@example.com as soon as possible. If your order is already in transit, we are, unfortunately, unable to cancel it. In this case, you will need to return your order to us - please see our Returns Policy page for more information.
What should I do if my order arrives and something is missing or broken?
Please get in touch with our Customer Services team on firstname.lastname@example.org, providing photos of the despatch note that came inside your delivery box and/or broken products. Please also advise us of your order number and, if applicable, which products are broken.
Where can I buy your polishes and treatments near me?
A full list of our current retail, nail salon and spa partners can be found on our Stockists page, HERE
When will my order arrive?
Standard UK shipping takes approximately three working days. A priority delivery service, which takes approximately two working days, is also available.
How do I track delivery?
When your order is fulfilled, a shipping confirmation email will be sent to you. This email contains a link to track your order.
Tracking says my order has been delivered, but I don't have it. What should I do?
Please get in touch with our Customer Services team on email@example.com, providing your order number.
Returns, refunds & exchanges
What is your returns policy?
If for any reason you are not entirely satisfied, you may return any item in its original condition for a refund within 14 working days from delivery.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us.
For full details on our returns, refunds and exchange policy, CLICK HERE
How do I return a product?
If possible, please return your items in their original packaging. Inside the box, please include a note with the following details:
- Your order number
- Your email address
- The reason you are returning the polish
- If applicable, which shade you would like to exchange it for
Please then send your return to:
NBY London Ltd
Grand Union Studios
332 Ladbroke Grove
Please retain your proof of postage for future record.
For full details on our returns, refunds and exchange policy, CLICK HERE
Our polishes & treatments
What nail treatment base coat should I use? What is the difference between them?
For very weak, fragile or damaged nails, we recommend The Cure nail hardener - our most intensive targeted nail treatment. Its award-winning formula is designed to reduce brittleness, restoring visibly harder, better conditioned nails.
Acai Nail Elixir is great for dry nails prone to breakage, flaking or ridges. This 5-in-1, cross-functional treatment helps hydrate and strengthen while also providing a sheer, nude-toned base coat that conceals the appearance of ridges.
If nails are starting to appear weak or you’re looking to stay on top of healthy nail maintenance and breakage prevention, then Strengthen & Breathe base coat and nail strengthener is for you. It also has a subtle, off-white tint to it which makes it a great option worn alone.
How long will the nail colour last on my nails?
Depending on use and individual circumstances, our L'Oxygéné nail polish lasts around one week / 7 days when using it in conjunction with our base and top coats.
How do I ensure the best results for my Nailberry manicure?
For best results, we advise following these steps:
- Apply one thin layer of your chosen Nailberry Base Coat and allow to dry fully (2-3 minutes)
- Apply one thin layer of L'Oxygéné Nail Colour. Once dry, add a second thin layer and allow to dry.
- Finish with a final layer of your chosen Nailberry Top Coat. In total, if these steps are followed, your manicure may take around 15 minutes to fully dry.
To speed up dry time, add a drop of Dash and Dry Oil to each nail.
How long do I need to wait for my nailberry manicure to dry?
Each layer of your base, colour or top coat should be touch-dry in around 2-3 minutes. We recommend waiting for 10-15 minutes once complete, for your manicure to fully dry.
Can I use Nailberry polishes with other base or top coat brands?
Yes, Nailberry nail colours can be used with other brand base and top coats.
How should I store my Nailberry polish?
Always keep your Nailberry colours, base and top coats in a cool environment, such as a fridge. Do not store in extremely high temperature or in direct sunlight. We also recommend against applying nail polish in the sun, as this can cause the formulation to thicken very quickly.
We also advise cleaning the neck of your Nailberry bottle after each use with a lint-free cotton pad (so it does not stick on it), then closing the lid tightly after use.
After opening, what is the shelf life of your polishes?
We recommend you use your Nailberry polish within 2 years / 24 months of opening.
Will your nail polishes stain my nails?
While any staining you may experience will be temporary, for our very deep or vibrant nail colours, we always advise wearing a base coat underneath to protect from staining.
Are Nailberry polishes gel formulas?
No. All our L'Oxygéné Nail Colours are regular polish formulations that do not require UV or LED lamps to dry.
Do your products contain HEMA?
No. We are happy to confirm that all our products are free from HEMA.
Do your products contain Acrylates or Methacrylates?
Our polishes contain the ingredient Acrylates Copolymer.
The term ‘Methacrylates’ includes different compounds of ingredients within the following categories:
- Sensitising & Non-sensitising monomers
- Sensitising & Non-sensitising oligomers
It is monomers associated with UV or LED-curing gel formulas that can be sensitising and induce risk of allergies. This is because monomers are smaller molecules that can more easily penetrate skin.
We do not use these but instead developed a hybrid formula (Reactive 3D Technology) that incorporates non-sensitising oligomers, which are much larger-sized molecules. Due to this, we are able to secure the toxicological assessments and certifications to reassure you.
The 2-HEMA (and similar) ’sensitising’ monomers at the centre of allergy concern are in formulas that last for 2-3 weeks and require acetone-soaking removal systems associated with the professional industry. In the EU, this type of formula is not allowed to be sold for consumer retail.
A full list of ingredients is included on each product page.
How to I find out what ingredients you use?
A full list of ingredients is included on each product page on our website.
Are your products safe for use during pregnancy?
Our nail polishes are very popular with women who are expecting.
However, please note that our research labs have not carried out specific tests on expectant mothers so we do not have results on this case.
Can I pray with your polishes as they are Halal certified?
Our polishes are Halal certified as they are free from both Alcohol & Animal Derived ingredients; complying with the Halal & Hygiene requirements Guidelines by International Halal Integrity Alliance (LG05848). You can view our Halal certification on our website: HERE
Our water vapour permeability benefit isn't part of our Halal certification. However, our formulation is scientifically proven to allow water vapour penetration through nail polish, which means it can be considered as part of personal decision-making regarding the wearing of nail colour for prayers.
Are your products safe for use during chemotherapy treatment?
Our products have not been specifically tested with chemotherapy treatment, we would kindly advise you to seek guidance of a medical professional to be sure before using them.
What do oxygenated and moisture-permeable mean? Why will this benefit my nails?
The advanced oxygen technology we harness creates a non-occlusive film that allows more oxygen and moisture vapour to pass through, better respecting the natural physiology of the nail and allowing it to behave and grow as it would naturally.
The extent of oxygen permeability is scientifically measured in a diffusion chamber over 24 hours with our unique L’Oxygéné formula showing 38% higher oxygen permeability than regular nail polish. L’Oxygéné’s moisture, or water, permeability is also scientifically measured against other regular nail polish brands. Of those tested, our formula’s water vapour permeability was observed to be the highest.
What does 12-free mean? Why will this benefit my nails?
12-free means that we consciously exclude the following ingredients from our formulas: camphor, formaldehyde, formaldehyde resin, toluene, xylene, dibutyl phthalate, ethyl tosylamide, triphenyl phosphate, alcohol, parabens, animal derivatives and gluten.
Some are banned by law, others still feature in regular polish. We exclude them though due to nail health and wellbeing concerns as well as a wish to have an inclusive, premium polish range.
What do I need to remove Nailberry polish?
All our nail colours, base and top coats can be removed using regular acetone-free nail polish remover. For best results and to optimise nail condition, we recommend our award-winning bi-phase nail colour remover, Clean. This formulation is infused with Muscat Rose Tree Oil and Alpha Hydroxy Acids (AHAs) to help rejuvenate and harden nails while also nourishing the nail bed and skin around each nail.
Are your products eco-friendly or sustainable?
From day one, we have been very committed to our responsibility towards our environment. While we know we aren’t perfect, we seek to avoid negatively impacting our planet across everything we do and work hard to continually improve.
All our products are certified Vegan and Cruelty free, plus are free from any animal derived ingredients. We have never, nor will ever, allow any of our ingredients or formulas to be tested on animals.
We chose our formulations partner very carefully. They have platinum Ecovadis certification in recognition of being in the top 1% of organisations for their Ecovadis Corporate Social Responsibility rating. The formulas they create for us are also certified by COSMOS, which is a guarantee of environmentally friendly production and processing processes respecting also human health.
For our packaging, we actively use as little plastic as possible. We work primarily with glass, which is the safest, most effective packaging material for nail polish while also being entirely recyclable. Orders are shipped safely and securely in a recyclable cardboard gift box with recyclable paper packing. We advise our customers to retain the box to store their polishes and to recycle all materials once finished.