Faqs
- Orders
- Payment
- Delivery
- Returns & Refunds
- Products & Usage
- Customer Account & Customer Service
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How do I place an order?
Add the products you wish to purchase to your cart, review your selection, enter your delivery details, choose a delivery method and complete the secure payment process.
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Can I modify or cancel my order?
If your order has not yet been prepared or dispatched, please contact us as soon as possible. We will check whether a modification or cancellation is still possible.
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How do I know whether my order has been confirmed?
Once your payment has been confirmed, you will receive a confirmation email containing your order summary and order reference.
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Which payment methods do you accept?
We accept the secure payment methods offered during checkout, including bank cards through Stripe, Apple Pay, Google Pay and available Klarna solutions.
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Is payment secure?
Yes. Payments are processed by secure payment providers. IEL Cosmetique does not have access to your confidential bank details.
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What are the delivery times?
Orders are generally prepared within 1 to 3 business days. Delivery then takes approximately 2 to 5 business days in mainland France and 3 to 7 business days within the European Union. These times are estimates.
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Do you deliver internationally?
We deliver within mainland France and to the European Union countries available during checkout.
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Can I track my order?
Yes. When tracking is available, a tracking number is provided after dispatch so that you can follow the progress of your parcel.
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My parcel is marked as delivered, but I have not received it. What should I do?
Please check with your neighbours, building caretaker or the relevant collection point. If the parcel still cannot be found, promptly contact our customer service and provide your order reference.
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Can I return a product?
You generally have fourteen days from receipt to notify us of your decision to withdraw, subject to the conditions and exclusions set out in our General Terms and Conditions of Sale.
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Do I have to pay the return costs?
Direct return costs are borne by the customer, except in the case of a non-conforming product, a preparation error or a different agreement.
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I received a damaged or incorrect product. What should I do?
Please contact us as soon as possible, provide your order reference and attach photographs of the product and packaging so that we can review your request.
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Do the products comply with European regulations?
Yes. All products offered by IEL Cosmetique are carefully selected and comply with the applicable European regulations. Our cosmetics are filled in Europe and our logistics are based in France.
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Are the products intended for professionals?
Our products are mainly intended for nail professionals. Some can also be used by individuals with the appropriate knowledge and equipment.
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Are the colours shown true to the product?
We do our best to display the colours as accurately as possible. However, slight differences may occur depending on your screen settings and lighting conditions.
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How should I store the products?
Store your products in a dry place at room temperature, away from direct sunlight and heat. Always close the packaging properly after use.
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How should I prepare the nail before application?
Proper nail preparation is essential. Gently prepare the nail, remove dust and use suitable preparation products.
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Why use a base coat?
A base coat improves adhesion, protects the natural nail and extends wear.
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What is a primer used for?
Primer improves adhesion on difficult nails.
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What is the difference between UV/LED gel and gel polish?
Gel polish mainly provides colour, while UV/LED gel can strengthen or build the nail.
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Why apply a top coat?
A top coat protects the colour and provides a glossy or matte finish.
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How can I make my manicure last longer?
Follow the application protocol, prepare the nail correctly and apply thin layers.
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Are the products compatible with UV and LED lamps?
Most gels and gel polishes are. Check the product page.
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I have forgotten my password. What should I do?
From the login page, click “Forgot your password?” and follow the instructions sent by email.
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How can I change my personal information or address?
Log into your customer account and open the “Information” or “Addresses” section to make the necessary changes.
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How can I contact customer service?
You can contact us through the form on the Contact page or by writing to contact@ielcosmetique.fr. For a request concerning an order, please include your order reference.