FAQs

FAQs

Account Information

Orders

Payments

Shipping

Returns

Nail Wrap Info

Gel Wrap Info

Customer Service

Account Information

How do I change my password or I forgot my password?

If you want to change your password, or have forgotten it, go the first page where you LOG IN and click on “Forgot Password”. It will walk you through the process in 2 easy steps, then hit submit and it’s complete.

How do I opt out receiving email?

Go to your “Account Information” section and click on “Unsubscribe”.

Orders

Can I use a promotion code?

Yes, you can use 1 promotion code per prder. Codes cannot be combined. Codes must be used before they expire. Free sample code cannot be combined with any other promotional code.

What should I expect after I completed my order?

Once your order has been successfully submitted, you will automatically receive a Thank You email that includes your order number. We encourage you to print or save the Thank You page and Order Confirmation email for your records.

When would I know my order has shipped?

We will email you as soon as your order ships. The notice will also contain a tracking link within the email that you can click on for more detailed shipping information.

Do you charge sales tax?

We charge Sales tax where applicable. 

Payments

What type of payment does Cinder & Sky accept?

Cinder & Sky accepts the following forms of payment for online purchases:

(1) visa
(2) mastercard
(3) american express
(4) jcb
(5) discover

Please note that your billing address must match the address on your credit card statement.

If payment is not accepted online, please contact your bank for approval of your transaction or select an alternate form of payment. Please note that your billing address, phone number, and email must match the information on your credit card statement.

When does my card get charge for pre-order/backorder items

Item(s) that are not immediately available will be placed on a priority waiting list and are estimated to ship with free ground service during delivery window provided. Please be aware that they may arrive sooner or later than anticipated. Your credit card will not be charged at the time you submit your order but will be authorized for $0.00 or $1.00 for verification purposes. The transaction will be charged to your credit card after we have received your selection from production and prepared your order for shipping.

Shipping

How much is shipping?

Shipping is FREE for all orders above $50. For any order less than $50, it will cost $6.95.

If order only contain nail/gel wrap, it’s FREE for order over $30. For any ONLY contain nail/gel wraps under $30, it will cost $2.95.

For expedited shipping is a Flat Rate of $14.95. 

 

 

When do you ship my item(s) after I order?

Please allow 1-2 business days for your order to be picked, packed and shipped.

What shipping methods does Cinder & Sky use?

Orders are shipped via USPS and FedEx. We also offer expedited shipping options to help meet your needs.

Does Cinder & Sky ship internationally?

At this time, we do not ship internationally.

Is a signature required for my package?

No – your package will not require a signature.

What is the status of my order?

Once your order has been placed, an initial confirmation will be sent to your email. You will then receive a separate shipping confirmation email that will include tracking information. You can also LOGIN to your account to check order status.

What if I need to cancel or change my order?

No worries! You may cancel or change any order that has not been processed to be shipped. However, if you’ve already received a shipping confirmation email, your order cannot be cancelled or changed. If you have questions, please contact us hello@cinderandsky.com.

I already placed an order, but now I have a promo code! Can I still apply it?

Unfortunately, no, we’re not able to apply a promo code to an already purchased order. However, you may save the code for your next purchase.

Returns

What is Cinder & Sky return policy?

If you’re not completely happy with your Cinder and Sky purchase, you can return your item(s) for a refund or exchange within 30 days of purchase. We are happy to provide you a cash refund within 14 days and store credit within 30 days. Returns or exchanges are accepted on unused items in resalable condition (excludes sale items, display items and business supplies; which are Final Sale).

Please keep in mind when returning or exchanging an item:

  • Items must be returned in their original packaging and accompanied by an original proof of purchase. This could include your packing slip, a copy of your order confirmation email or a copy of your return confirmation email.
  • Refunds: We are happy to provide you a cash refund within 14 days and store credit refund within 30 days, excluding any shipping costs incurred.
  • Replacements within 30 days may be returned at no additional charge. To replace an item due to a manufacturer’s defect, please contact our customer service.
  • Timing of Refunds: Your refund will be processed to the original form of payment upon receipt of your returned item at our distribution center. Once we process your return, the refund will be available in approximately 8-10 business days depending on your issuing bank and/or billing cycle.

What if I pay my Stylist with cash or check?

Please contact your Stylist as she/he will need to refund you directly.

What if I’m missing an item or my order contain the wrong item?

We ask that you notify us within 14 days from your order date. Items that have any product defects must be reported within 14 days of receipt to be eligible for a refund, exchange or replacement.

Nail Wrap

What your nail wrap made of?

Simple term – 100% nail polish also consist of Styrene/Isoprene Copolymer, Hydrogenated Poly, N-Butyl Acetate, Polyacrylic acid, Ethyl Acetate, Nitrocellulose, Dipentaerythrityl Hexaacrylate, Hydroxypropyl Methacrylate, Hydroxycyclohexyl Phenyl Ketone, Bis-Trimethylbenzoyl Phenylphosphine Oxide

How do you apply Cinder & Sky nail wrap?

1. Clean Hands and Nails with alcohol prep pad
2. Choose The Right Size
3. Peel The Nail From The Top Side
4. Place The Wrap At Your Cuticle, Apply To Your Nail
5. File Off Any Excess

Gel Wrap

How long does Cinder & Sky Gel wrap last?

It last between 10 to 14 days.

How do you apply Cinder & Sky gel wrap?

1. Clean Hands and Nails
2. Choose The Right Size
3. Peel The Nail From The Top Side
4. Place The Wrap At Your Cuticle, Apply To Your Nail
5. File Off Any Excess

Cinder & Sky Customer Service Team is ready to assist you.
Customer Service hours of operation are Monday-Friday 9:00 am – 6:00 pm EST, closed Holidays.
Feel free to contact us by email hello@cinderandsky.com

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