Questions & Answers

Frequently asked questions

Questions & Problems / Complaints & Returns

Dear customer,

Pretty Nail Shop 24 would like to thank you for your order and looks forward to working with you. PNS24 customers know that you can trust our high quality products, our reliability, the fast delivery service and the expertise of our staff in fingernail design. We are delighted with every happy customer and are therefore fully committed to processing your order to your complete satisfaction and providing you with advice and assistance in all matters.

However, even we can make a mistake, because: Nobody is perfect.

That's why we not only listen to positive feedback, but also take any negative criticism to heart. Sometimes, however, some misunderstandings or problems clear themselves up. We have therefore summarized the most frequently asked questions. If your problem is not listed here, you are of course welcome to call us during our business hours (Mon-Fri 8 a.m. - 6 p.m. and Saturday 10 a.m. - 4 p.m. on the hotline (0049) 41 09 / 25 393 - 0) or send an e-mail to [email protected].

UV gels:

The gel does not harden.

French and color gels should always be sculpted as thinly as possible for sufficient curing so that the UV light can cure the color pigments well. Apply the gel in two thin layers or increase the curing time. With all other gels, it is possible that the recommended curing time has not been reached. Another cause of insufficient curing can be tubes. You should replace them for the next modeling.
The gel has hardened in the jar.

Gel is light-curing. This means that you must not expose the open gel jar to light. Do not place the open jar under a lamp, in the sun or too close to the UVA device. Store your gel tightly closed at room temperature until the next application, if possible away from a source of light or heat.
The gel flakes off.
- Do not apply cream to your hands in the last 2 hours before sculpting, as the stored greasy film restricts adhesion.
- Do not expose your hands to excessive moisture in the last few hours before modeling.
- Completely matt the natural nail or tip and make sure it is dry and free of filing dust before applying the model.
- Remove any loose modeling residue and push back the cuticle. Do not touch the matted nail with your fingers.
- Do not model too close to the cuticle. Remove any gel that has run into the nail fold with an orangewood stick before hardening.
- If possible, only use products from one manufacturer. If you take your main components from different suppliers, this does not necessarily lead to adhesion problems, but cannot be ruled out as a cause.
- Do not remove the layer of perspiration between the individual gel layers, as this is the basis for adhesion of the next layer. Only if you want to file away unevenness or apply colored nail art, clean the nail and then roughen it again with a buffer. Remove the filing dust dry with a nail brush.
- Carefully coat the tip of the nail with each layer of gel.
- Do not apply the gel too thinly. You must always model a thick layer. Too thin a layer of gel will create bubbles or shrink too much.
- Colored gels, on the other hand, should not be applied too thickly to ensure curing. It is better to apply 2 thin layers of color instead of one thick layer.
- Take care not to incorporate any air bubbles.
Very general causes can also be: metabolic disorders, strong hormonal fluctuations (e.g. during pregnancy), taking medication, hyper- or hypothyroidism or an excessively greasy natural nail.
The French gel is not white/does not cover.

All pigmented gels, i.e. color and French gels, must be stirred carefully before modeling. Make sure that you do not stir any air bubbles into the gel. If you apply white French gel with a bristle brush, you should apply it twice (curing for 2 minutes in between). If you only want to model one layer, you can use a swirl. Use this to draw the smile line first and then fill in the tip of the nail with gel in circular movements. In this way, the gel is drawn into each other, the layer remains thin and still covers.
The colour gel does not cover.

All pigmented gels must be stirred carefully before modeling. However, make sure that you do not stir any air bubbles into the gel. If you apply color gel with a bristle brush, you should apply the gel twice (harden for 2 minutes in between). If you only want to model one layer, you can use a swirl. Use this to draw the smile line first and then fill in the tip of the nail with gel in circular movements. In this way, the gel is drawn into each other, the layer remains thin and still covers. Strong, dark colors should not be applied too thickly, as the strong pigmentation makes curing more difficult. In this case, apply 2 thinner coats and/or extend the curing time to 4 minutes.
The sealing gel is not shiny.

The gel must be applied in a thick, even layer and sculpted to the edges or tip of the nail, but without running into the nail fold. Cure the sealing gel for 2 x 2 minutes, then allow to cool slightly and remove the sweat layer with cleaner or polishing oil. Exception: UV-Top Sealing from the black bottle. It does NOT have a condensation layer and must not be cleaned or wiped off with other liquids, as it will then become matt again. Cure the UV-Top Sealing for at least 4 minutes. Also make sure that the last layer before the sealing gel is as even as possible. Another cause of matt sealing gel can be the tubes, as sealers have to cure very strongly and need correspondingly good UV radiation.

UV devices:

The appliance does not switch on at all or only on one side.

First check that the mains plug is plugged into the socket. For the tubes to make contact, they must be fully engaged and firmly seated in the socket. Set the appliance switch to I, then press the timer button to start the tubes. If the appliance still does not light up, this is usually due to a defective tube.
The two slots on one side of the appliance are always connected in pairs, i.e. top and bottom left and top and bottom right. This means that if a tube is defective, one whole side will not light up. If there is a defective tube on each side, the entire device will not light up.
To find the fault or the defective tube, proceed as follows:
In the event of a single-sided failure: plug in the tubes within the device one at a time. If the failed pair of tubes changes at the latest on the second change, the last tube plugged in is defective. This tube usually also rattles.
In the event of complete failure: First swap the two upper tubes with each other, then one of the lower tubes with one of the upper tubes of the other pair of tubes. If the appliance still does not work, either more than two tubes or the appliance is defective. Unfortunately, this cannot be determined without another set of test tubes. In the event of an actual defect in the tubes or the device, please contact us so that we can clarify the next steps with our staff.
The tubes flicker.

It is normal for the tubes to flicker briefly during start-up. However, the tubes should not flicker during normal operation. If this occurs during light curing and you have been using the set of tubes for some time, you should consider replacing them. However, if you have purchased your device brand new and put it into operation, check that the tubes are actually seated firmly and correctly in the sockets. If the fault cannot be rectified, please contact us.
The tubes do not fit in my appliance.
Please check whether you have the right tubes for your device:
- Apollon (light barrier device), only the tubes with order no. 256 will fit here.
- All other 4-tube devices: the universal tube, order no. 1987, fits here. You may have to turn the tube to the left and right with slight pressure until it locks in place.
If you have ordered the wrong tubes, you can return them unused within 4 weeks of purchase. Please contact our staff and/or read our general terms and conditions. Please note that freight collect shipments will not be accepted. If you are unable to insert the correct tubes for the appliance despite all attempts, check the sockets.

Order process:

Cancelling orders / duplicate orders

Orders placed by mistake or unpaid orders are automatically canceled by us after 14 days. You do not have to worry about anything else. If you have accidentally transferred an amount twice, we will of course refund you the excess amount once we have received both amounts.
I want to order in the online shop / over the phone.
You can place your order by:
- Online store
- Telephone
- Fax
- Written by letter
In the online store, place the desired items with the required quantity in the shopping cart, then click on "Complete purchase", you will then be forwarded to the checkout, enter your address details and payment request and send the order. You will receive an order confirmation and the bank details (for prepayment) to the email address provided. The online store offers our customers the safest and most convenient way to order, as misunderstandings due to an unclear order are excluded. You can find out how to redeem a voucher in the store under "My voucher was not used". If you have any further questions, our staff will be happy to help you by phone, email or chat. To place an order by telephone, please call our hotline on +49 (0) 41 09 / 25 393 - 0.
Please have your customer number and order numbers to hand. Please fax orders to +49 (0) 41 09 / 25 393 - 90, stating your address, customer number, telephone number, payment request and order number including the respective order quantity. You can also order in writing by letter. Please ensure that the letter is clearly legible and state your address, customer number, telephone number, payment request and order number, including the respective order quantity.
I want to register in the online shop.
Basically, anyone can order from Pretty Nail Shop without having to register. However, registration also has its advantages:
- You no longer need to enter your address manually.
- You can subscribe to our newsletter. The newsletter always contains the latest trends, bargains and a current voucher.
- You will be kept up to date on the current status of your order by SMS.
- You can view live shipment tracking on our website.
- You can use your account to view previous orders and place new orders from them.
Studio customers who wish to order via the online store after presenting their trade license must register so that the account can be activated (more under "I have a nail salon and don't get a discount"). And this is how you register:
- At the top right of the homepage you will find the "Login" button
- then click on "Register"
- A window will open, in which you enter your personal data
- fill in the fields and click on "Create account"
In future, always log in with the e-mail address and password you have entered. As a studio customer, please also read the "Note for commercial customers" (under the "Create account" field).
I don't know how to pay.
Pretty Nail Shop 24 GmbH offers you 4 payment methods. In principle you pay 4,99 € postage (from 100 € postage free within Germany). For deliveries abroad the postage is € 19.50 or € 4.99 (only for Austria). Cash on delivery is not possible abroad. Unfortunately, we may have to refuse delivery to certain countries.
- Cash on delivery:
  You pay at the door when the parcel is delivered. If no one is at home, a collection card will be left in your letterbox. With this card and your identity card, you go to your local DHL branch and pay there. Cash on delivery costs a fee of € 3.90 (not applicable from € 100 value of goods) + € 2 DHL fee (this always applies). We ship on the day of the order, at the latest on the following day (if you have ordered later in the afternoon / evening).
- Prepayment:
  You transfer to our account, we ship after receipt of money. The bank transfer usually takes 2-3 working days, after which the goods are dispatched (1-2 working days, abroad correspondingly longer). If you order by telephone, our staff will give you the bank details and the amount over the phone. If you order online, you will receive an order confirmation with the necessary details.
- Credit card:
  We accept VISA, MasterCard and Amex. Your order will be dispatched immediately after payment and validation/verification. We reserve the right to refuse a booking if necessary. You provide us with your credit card details (card number, expiration date with month and year, verification code) and we will debit the invoice amount from your card. If you order by telephone, you will be asked for the data by our order acceptance department; if you order in the online store, you enter the data in the form. Bookings are always made manually by one of our employees and not at the moment you send the order. For your security, our pages are encrypted and we offer the highest security standard currently available for your data. Of course, we do not store your card details, so you have to enter them again with every order.
- PayPal:
  You complete the payment of your order online within seconds, PayPal notifies us and we ship immediately. PayPal is read by us several times a day, so that every completed transaction is sent out on the day of the order or the following working day at the latest. In order to use this service, you must be registered with PayPal. Further information can be found at www.paypal.de.
- Amazon Pay:
  Log in with your Amazon access data and simply pay with the address and payment information you have stored with Amazon. You will find the button for this in the shopping cart or before you enter your personal data. You can complete the payment of your order online within seconds. There are no additional costs when paying with Amazon Pay and your payment information will not be passed on. Every completed transaction is shipped on the day of order or the following working day at the latest.
- Klarna:
  Within Germany and Austria, you have the option of paying by invoice via Klarna. Within Germany, you can also pay in installments via Klarna. Simply select the corresponding button during payment. A different delivery address is not possible in this case for security reasons. The shipment will be made immediately after accepted payment.
  
  Further information can be obtained from Klarna:
  
  General information
  Klarna invoice
  Klarna installment purchase
The voucher code has not been applied.
Loyalty vouchers and newsletter vouchers can be redeemed as follows: After you have filled your shopping cart, go to
- Have you actually entered the code in the "Enter voucher code" field in the shopping cart and not just under "Note"?
- Did you forget to click on "Redeem voucher"?
- Has a code already been entered and applied? Only 1 voucher can be redeemed per order.
- Is the entered voucher code correct?
- Is the exact spelling correct (upper/lower case, no spaces)?
- Has the voucher code already expired? Check the newsletter text again if necessary.
- Has the minimum order value been reached? This refers to the value of the goods WITHOUT postage.
Shopping vouchers that have been ordered, paid for and given to you via the online store can be redeemed as follows:
- For telephone orders, please state the voucher number, the value of the goods and the date of issue. The value of the voucher will be deducted from your order value immediately.
- For online shop orders, proceed as follows:
  Complete your order by clicking on "Checkout". Here you can now redeem your voucher.'First enter your billing address. In the 'Voucher' field, enter the voucher number, the value and the date of issue. If you pay by cash on delivery or credit card, our staff will deduct the value of the voucher. If you pay in advance, please transfer a correspondingly lower amount. If you pay by PayPal, please call us (Hotline: +49 (0) 41 09 / 25 393 - 0) to request a new link. Then go to "Continue to shipping method".
The value of the voucher or any remaining amount cannot be paid out. Unfortunately, vouchers submitted at a later date can generally no longer be taken into account for past orders.
I have a nail salon and did not get a discount.
Studio customers generally receive a 10% discount on every order on presentation of their trade license. The registered activity must have something to do with nail design, cosmetics, hairdressing or similar. Unfortunately, trade licenses submitted at a later date cannot be considered for orders placed in the past. You can fax the certificate to +49 (0) 41 09 / 25 393 - 90, send it by e-mail to [email protected] or send a copy by letter to Pretty Nail Shop 24 GmbH, Bäckerbarg 3, 22889 Tangstedt. If the trade license is available and you order by telephone, we will add the discount in the "%" column on the invoice. If you would like to order via the online store, please register with us in the store (top right "Login" on the homepage) so that we can activate your account. After activation, always log in with your password. You will then see the net prices, including the discount. If the discount has not been taken into account, even though we have your trade license, then
- you have not yet registered in the store.
- you have registered, but the account has not yet been activated.
- you have forgotten to log in despite activation.
If you have any further questions, please call our staff on the free reseller hotline 0 41 09 / 25 393 - 0.
Automatic PayPal payment did not work.
Normally you will be automatically redirected to the PayPal page via the store to complete your payment. If you place an order by telephone or if you want to deduct a credit balance from your customer file, proceed as follows:
- go directly to www.paypal.de
- log in with your e-mail address and password
- go to the "Send money" field
- a window will open in which you enter our e-mail address as the recipient: [email protected]
- enter the amount and your customer number in the comment field
- then complete the payment
I made a double transfer. / I had to pay at the door despite paying in advance.
- If you have paid twice by mistake, we will of course be happy to refund you the amount paid twice once we have received both amounts. Please send us your bank details for this purpose. Refunds can take up to 4 weeks. Alternatively, you can have the amount deposited as a merchandise credit to be offset against your next order.
- If you had to pay on delivery at the door even though you did not order cash on delivery, please check your order confirmation first. You may have actually ordered cash on delivery. If this is the case and you also paid the amount in advance, we will be happy to refund the advance payment once we have received the money. Please also refer to point a).
- If you actually ordered and paid by prepayment, PayPal or credit card, please refuse to accept the parcel and contact us. In this case, there has unfortunately been a mix-up or a shipping error. We will resend your goods as soon as possible after checking the receipt of payment.
My question/problem does not appear here.
If you have not found any help here or if you have questions on a topic that is not covered here, you are of course welcome to contact us:
- by e-mail to [email protected]
- by telephone on the hotline +49 (0) 41 09 / 25 393 - 0
Please have your customer number to hand if possible, but even if you are not yet a customer, our staff will be happy to help you.

Delivery:

My delivery has not arrived yet.
We endeavor to invoice and dispatch every order as quickly as possible. Therefore, orders received by early afternoon are usually dispatched on the same day, so that the parcels should reach the customer within 1-2 working days (delivery abroad takes correspondingly longer). An exception to this is orders paid in advance, as we only ship after receipt of payment. In our experience, the bank transfer takes between 1-3 working days (Saturday/Sunday are not working days). The order is invoiced on the day the money is received, from then on you must add the shipping costs. Orders via PayPal payment are processed immediately when the transaction is shown as completed. PayPal is read by us several times a day. Orders from the weekend will be shipped on Monday. If you have selected express shipping with UPS (€5.90 surcharge):
1. Orders received on weekdays (Mon-Fri) by 3 p.m. will be shipped on the same day and delivered the next working day by 6 p.m..
2. Orders placed after 3 p.m. will be shipped the next working day with UPS Express.
3. Orders from Friday after 3 p.m. and from the weekend will be dispatched on Monday, so that delivery will be made on Tuesday.
UPS will make a total of 3 delivery attempts; if you are still not available on the third day, the parcel will be returned to us. UPS express delivery is only possible within Germany and with payment by cash on delivery, credit card or PayPal.
My delivery is incomplete.
- Is the item listed on your invoice? Has it been invoiced? If both are the case, please contact us by telephone so that we can initiate a check.
- If the number of items received does not match the number on the invoice, please contact us by telephone. Our staff will initiate an analysis for checking purposes.
- If an item is listed on the invoice but without a price, it is sold out. If you have already paid for the goods in advance, a credit has been created. This is noted on the invoice.
- In individual cases, the item was included in the invoice and a subsequent delivery was arranged free of charge. In this case, information about this will be enclosed with your invoice.
I have received the wrong items.

Please compare the item you have received with your invoice and, if applicable, with your order confirmation. For sets, an exact parts list including the quantities is listed on the invoice. If the item ordered differs from the item received, please contact us by telephone for clarification.
I have received faulty items.

If an item has leaked, is dirty, has been damaged in transit or is defective in any other way, please contact us by e-mail or telephone. Our goods leave our premises in perfect condition and carefully packaged, but in individual cases something may be damaged during transportation. We will endeavor to settle any claims quickly. Please note that the complaint must be made within 30 days. After this time, it is generally no longer possible to rectify the defect. Therefore, please check your entire delivery immediately upon receipt. Electrical appliances are covered by a 2-year guarantee, with the exception of tubes as consumables. Please also read our general terms and conditions.
I have ordered the wrong items. / I want to return goods.
You can cancel your order within 14 days. This also applies to orders already received or partial goods.
- We will refund the full purchase price for unopened and unused goods.
- For used goods that are considered to be consumables (e.g. UVA devices), we will refund a corresponding partial value due to the reduction in value. Please note that consumables (e.g. gels, nail art colors, liquids, varnishes, UVA tubes, glitter tins, etc. that have been opened) cannot be taken back.
- We do not take back audio and video media (DVDs) whose packaging/sealing has been opened.
If in doubt, please contact us or read our General Terms and Conditions. In the event of a withdrawal from the purchase, you are entitled to a return stamp if the value of the goods you wish to return is over €40. In this case, please contact us. If the value of the goods you wish to return is less than €40, you will unfortunately have to pay the return postage yourself. We will not accept shipments that are not prepaid or that are visibly damaged from the outside due to inadequate packaging. General information: Always enclose a copy of the invoice with your return (or the original invoice if you are returning the entire order). In case of any queries, please note your e-mail or telephone number and how you would like to be reimbursed. should be refunded:
- as a credit to be offset against the next order
- to your bank account (enclose account details, can take up to 4 weeks)
- to your PayPal account (only if the goods have been paid for via PayPal, enclose email address of the account)
- to your credit card (only if the goods have been paid for by card; Please enclose your credit card details, as these are not stored by us)
In the case of partial returns, the 30-day complaint period for defective goods remains unaffected for the rest of the order (see I have received defective items).
I want to exchange goods.

You can exchange an incorrectly ordered item within the withdrawal period of 14 days. This does not apply to goods that have been used, opened or damaged by you. If the value of the goods is less than €40, you will unfortunately have to bear the return costs yourself. If the value is higher, please contact us so that we can send you a return label. Enclose a copy of the invoice on which you note the article number and quantity of the new exchange order as well as your telephone number for any queries. Differences in your favor will be deposited as credit, for differences to your debit please note the payment request (we do not ship on account).
Please note: For the delivery of the exchange goods a postage of 6.90 € will be charged.
I was charged the wrong price.
In principle, the prices from the online store at the time of ordering always apply. Prices from the catalog may no longer be current, as a different price was valid at the time of printing. If a different price is listed on the invoice than you expected, there may be various reasons for this:
- In the case of special prices, the offer had already expired at the time of the actual order. The offers change every Monday, around 10 a.m.
- The studio customer offer changes every month. The actual time of ordering also applies here.
- If you are a business customer, you have not yet submitted your business license at the time of ordering, have not yet registered or logged in, or your account has not yet been activated. Please also read the point: "I have a nail salon and do not receive a discount". Unfortunately, trade licenses submitted at a later date cannot be considered.

Questions & Answers

Frequently asked questions

Questions & Problems / Complaints & Returns

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