Frequently Asked Questions (FAQs)
View our general store wide Terms & Conditions here.
Where can I find your price list?
We’re an online store, we don’t have a price list. All our products and their pricing can be found on our website.
What is your address?
Our Distribution Center (DC) is located in Plettenberg Bay at Shop 33, Mellville’s Corner Shopping Center in Main Street.
This is where all orders are shipped from.
What is your phone number?
We don’t offer telephonic customer support. Why? Because we are always accessible via email and we are really fast at responding. Get in touch now.
Do you have any physical shops where I can shop?
No, we are an online store only. We don’t have any physical stores, but we ship all over South Africa as well as to other African countries.
Is there a discount for salons?
We do offer professional pricing for GellyFit Color Gel and some other brands to all nail professionals. If you are a professional and have proof thereof (e.g. certificates, salon Facebook/Instagram page, business registration certificate, etc.) you can Register as Nail Professional.
Please make sure to also register a customer account on our website in order for us to activate your professional pricing.
Once we have approved you and tagged your account as “professional”, you need to be logged in when shopping and you will see the professional pricing on all items marked with the banner “Log in to view professional pricing”.
Are all the products in stock?
All products that are listed as “in stock” are ready to ship from our Distribution Center.
Products listed as “Pre-Order” will generally have an estimated delivery date attached to them and if your order includes both items that are in stock and those that have to be pre-ordered, you order will only ship when all items are available to ship together.
Do you offer training?
We are very busy working at launching our online training system, where you will be able to subscribe to brand specific product training courses, nail art tutorials and other cool content.
View our general Shipping Information.
Do you offer free shipping?
Yes, we do! If your order value is R1500.00 or more, shipping will be free via our courier to your door. Order totals below the above value incur a shipping fee of R99.00.
These shipping costs apply within South Africa only.
We do not offer free international shipping. If you’re ordering from outside of South Africa, you will be able to see the calculated shipping cost for your order at checkout.
When will my order ship?
If all items in your order are listed as “in stock” your order will ship the same day (Monday – Friday only, on business days), provided your order was placed and payment has cleared before 2:30pm.
Orders placed after 2:30pm. or where funds have cleared after 2:30pm. will be shipped the following business day.
We do reserve the right to take 1 extra business day to ship your order, should we be too busy due to unforeseen order volume.
Orders that include pre-order items, as indicated by the “Pre-Order” button and information in your shopping cart, will only ship once all pre-order items are in stock.
Do you ship to PO Boxes?
No, we only make use of courier delivery. All deliveries have to be made to a physical address and need to be signed for by a person present at this address.
How long does shipping take?
Please refer to our Shipping Information.
Do you offer overnight, same day or weekend delivery?
At checkout you can choose Overnight / Next Day Delivery at a flat rate of R299.00. This shipping option is only available to Main Centers and deliveries are not done on weekends or public holidays. If you place an order for Overnight / Next Day Delivery that is shipped on a Friday, the order will only be delivered the following working day (usually Monday).
,Same day or weekend delivery can be arranged upon request by emailing us. It is best to place your order first, as we do require the exact parcel weight and dimensions to give you a quote. Alternatively please send us a list of all the items you'd like to purchase.
Once we have all your information, we will provide you with the cost of the special delivery option and if you decide to go ahead, this amount needs to be transferred into our bank account and proof of payment thereof needs to be sent to us before we ship your parcel.
Please note that our daily shipping cut off time is 2:30pm. Any payments or requests for special delivery received thereafter will only ship the following business day.
Can I come collect my order?
If you happen to live in Plettenberg Bay and surrounds, you are welcome to collect your order from us.
However, since we are not a physical store, but rather a Distribution Center, you will need to make an appointment by email to come collect your order.
Please also note that we do not take any cash or money on site. Collection orders need to be placed and paid for in full in our online store.
Where do you ship from?
Our local Distribution Center (DC) is located in Plettenberg Bay. All orders are shipped from the DC.
Where is my order?
Once shipped from our Distribution Center (DC) control over your parcel is out of our hands and delivery is entirely dependent on the courier company. At this point please contact the courier company for further questions or to amend delivery instructions.
Do you ship internationally?
Yes, we do, however - as per our Distributor Agreement, we cannot ship GellyFit Color Gel to countries outside the African continent. Please contact your local Distributor.
We are happy to ship to countries such as Namibia, Lesotho, Swaziland, Botswana, Zambia, Zimbabwe, Mozambique and other African countries.
The international delivery method is via courier only. We cannot ship international parcels using Post Office Shipping.
All other brands can be shipped worldwide.
Are there additional charges, like customs, etc.?
Yes, all international shipments are subject to customs, VAT and duties as determined by your country’s customs department (unless your country has a customs trade agreement with South Africa).
We will not and cannot be held responsible for any customs charges. Please ensure to contact your local customs office prior to purchasing from us to enquire about the applicable charges.
Should you deem these charges as too high and refuse acceptance of a parcel that is pending customs clearance in your country, we will not refund you the order or shipping amount, even if the parcel is later on returned to us. Any subsequent additional return shipping charges will be claimed by us from yourself.
Please view our full Returns Policy for more information on returns.
If you would like to log a return, you can do so here.
I received a wrong item or an item is missing from my order.
We’re very sorry about this! Whereas we always check to make sure we send you the correct items in first place, mistakes sometimes do happen. Please log a return and we will swap out the items for you.
I received a damaged item
Oh no! We pack all items in your parcel as securely as possible, however sometimes breakage does occur during transit.
If you have received a damaged item please log a return and make sure to include a photo.
A colour/cleanser/remover leaked during transit
All our liquids come sealed and some are even double sealed by us before shipping to you, however sometimes due to the pressure changes on the airplane that transports your parcel, bottle caps can come lose and product may leak.
If your Soak Off Polish has leaked, we kindly ask you to use some Cleanser (or Isopropyl Alcohol) to clean the bottle (don’t use acetone or soap water).
If your Cleanser/Remover has leaked please send us a picture to indicate how much has leaked. You can log a return a return, however we generally don’t entirely replace items if some product has leaked. Rather we will offer you a partial credit to use for your next order.
Something I bought a while ago isn't working anymore or has broken.
We have a general 6 months’ warranty for electronic items, such as LED and UV lamps, as well as electric nail files and nail dryers. You can log a return a return if you are still within the 6 months general warranty period.
Soak Off Gel Polishes and other consumables do not fall into this general warranty period.
Airbrush machines are also excluded.
Which payment methods do you accept?
You can pay using Credit Card, Debit Card, EFT, Cash Deposit or Bitcoin.
Our payment processor is PayFast.
PayFast offers the option to pay through Credit Card, Debit Card, Instant EFT, Bitcoin or you can use existing funds in your PayFast wallet.
You can also make a direct EFT or Cash Deposit into our bank account. Details are provided at checkout.
Do you accept Cash on Delivery (COD)?
No, all orders need to be paid for in full before they are processed and shipped.
Can I open an account and pay later?
We don't open accounts for individuals or salons. All orders need to be paid for in full before they're being processed for shipping.
I have paid using PayFast, but I did not receive an order confirmation.
If you have paid using PayFast and the amount has come off your card or bank account, then you did not complete the last step in the payment process or did not use the correct transfer reference. Even though PayFast has received your payment, they were not able to allocate your funds or your funds are now in your PayFast wallet.
Until the funds are paid over to our PayFast wallet you are still in posession of the funds and it is as if you've never actually paid for your order. Please contact PayFast and send your proof of payment or log into your PayFast account and place the order again paying with the funds in your wallet.
Once the payment for your order is comlete, you will receive an automatic order notification via email.
SOAK OFF GEL POLISH
The brush in my bottle went hard.
The only reason why a brush gets hard in the bottle is due to product curing on the brush. All soak off polishes are UV/LED cured. Sunlight as well as natural light contains UV radiation. If you work in a light area (natural light) or too close to your lamp, then it can cause the UV receptors in your soak off polish/base/top coat to activate and the product will subsequently partly or fully cure or harden.
This process cannot be reversed. If you would like to continue using the product in the bottle with the cured brush, you can use a nail art brush for application. Alternatively, you can purchase a new bottle.
There are clumps in my soak off gel polish bottle
If you notice this issue upon the very first opening of your bottle please log a return (within 7 days of receipt only!).
Should you find clumps in your soak off polish after some time, this is almost always due to improper storage. Clumps in the gel mean that part of the gel has cured whilst in the bottle. This can happen if you work in an area of high natural sunlight, in direct sun or too closely to your lamp.
This process is not reversible and if the gel is not usable anymore, you will need to replace it with a new one.
My soak off gel polish doesn't cure properly
There is no such thing. All soak off polishes contain UV receptors and will cure if exposed to UV radiation.
Some older Soak Off Polishes will cure in certain wavelength of UV light only. However, we don’t sell any of those and most have either been discontinued or reformulated to cure in a wide range of wavelengths.
If your soak off gel does not cure properly it can be due to one or a combination of the following reasons:
- Highly pigmented colours (such as Black, White, Grey, etc.) are of thicker consistency and need to be applied in thin layers. If the colour is applied too thick, the curing time will be longer. It is generally recommended to cure these colours longer than others.
- If you’re using a UV lamp, make sure to exchange the bulbs every 3-6 months (depending on frequency of usage). Old bulbs will not cure effectively anymore
- The lamp you are using does not have the required amount of power (measured in watts) to cure the brand of soak off gel polish you’re using. GellyFit Color Gel for example needs to be cured in a LED Lamp with at least 30 watts of power.
- You’re not curing for long enough.
- A common mistake for beginners is not to wipe the tacky later of the Top Coat with Cleanser, which leads to a sticky layer on the nail and subsequent assumption that the gel did not cure properly.
- If you generally see this issue only with the same customer, it may be due to their hand placement in the lamp. Make sure they enter their hand deep enough, but also not too far. Most newer LED lamps have grooves for correct finger placement, but a quick fix is also to determine the correct position in your lamp and super-glue rhinestones into the exact places. Then ask your customers to place fingers where they feel the rhinestones.
My soak off polish chips and doesn't last
The durability and wear of any professional soak off polish varies widely between individuals and many factors are involved.
Some of these things can lead to a shorter wear time, lifting and chipping:
- Your nail bed is naturally very oily – this can lead to lifting at the cuticle area
- The nail tech who did the application did not cap the free edges – leads to chipping at the tips and lifting at the tips
- The nail tech did not follow the correct application steps for the brand used.
- You use your nails as tools (e.g. opening cans, peeling off stickers, typing on a computer) – this can break the capped edges and thus leads to chipping and lifting at the edges
- Your nails often get wet (washing dishes, washing hands, swimming, daily showering/bathing etc.) – nails are like wood in water that is then put in the sun. The nail bed expands when it becomes wet and contracts as it dries out again. This expansion and contraction can lead to the soak off polish lifting and chipping
- You use detergents on your hands (chlorine from swimming pool, dish washing liquid and other household cleaning detergents, etc.) – the chemicals react with the chemicals in the soak off polish and lead to early lifting and chipping
How your manicure/pedicure will last:
- Wear gloves when doing household shores
- Don’t use your nails as tools
- Go to a trained nail tech who is qualified in the use of the brand they’re using on your nails. Many nail techs were trained in using Gels (not the same as soak off polishes) and have not been re-trained using Soak Off Polishes. They use the same application methods as for other products, which is not always correct.
Soaking off takes forever
Some brands take longer to soak off than others. This is mainly due to the difference in strength of their preparations (e.g. Bonder, pH Bond) as well as the Foundation or Base Gel.
Sometimes however long soak off times are due to wrong application by the nail tech or if the natural nails are very damaged.
None of the soak off polish brands require the filing down of the nail plate – only slight buffing is needed.
Some nail techs however do file down the nail plate. This leads to the product adhering a lot stronger and soak off times can take up to over an hour.
Generally, the healthier the natural nail underneath the soak off polish the easier it will be to soak off the product.