FAQs
Below you’ll find answers to some of the most commonly asked questions about Jade UK products and orders. If you can’t find what you’re looking for, please feel free to contact our team.
ORDERS, DELIVERIES & RETURNS
What payment methods do you accept?
We accept the following secure payment methods:
- Debit & Credit Cards
- PayPal
- PayPal Pay in 3 (subject to eligibility)
When will my order be shipped?
Orders are processed within 1–3 working days. During busy periods, processing times may extend to up to 5 working days.
Why has my order or product been refunded?
We apologise for any inconvenience caused. In rare circumstances, we may need to cancel an order and issue a full refund due to unforeseen errors or stock availability issues.
If this happens, you will be notified and your refund will be processed back to your original payment method.
Do you accept returns?
Due to the personal nature of our products and for health and safety reasons, we do not offer returns.
In exceptional circumstances, we may accept returns for an exchange only. Please refer to our dedicated Returns Policy page for full details and eligibility.
What happens if my order is undeliverable or refused?
If a parcel is refused or returned to us as undeliverable, any re-shipment will incur an additional delivery charge. This charge is applied to cover the original delivery, administrative handling and transport costs.
Do you cover delay issues?
No. Jade UK and our shipping couriers cannot accept liability for any consequential losses resulting from delivery delays once an order has been dispatched.
My product has arrived damaged?
Occasionally, items may be damaged during transit. While we take great care to package all orders securely, damage can sometimes occur outside of our control.
If your item arrives faulty or damaged, please contact us at jadeuk.info@gmail.com within 24 hours of delivery. Claims submitted after this time will not be accepted.
Please retain all original packaging, as this may be required for inspection by the courier.
Do you offer a loyalty scheme?
Yes. We offer a supermarket-style rewards programme called Jade UK Tech Rewards. You’ll earn points for every £1 you spend, which can be redeemed on future orders.
Look out for the pink rewards icon on our website to sign up and start earning.
PRODUCTS & FORMULATIONS
Are Jade UK products professional-use only?
Yes. Our products are formulated and supplied exclusively for trained nail professionals. All customers are required to register for an account and submit valid nail qualifications for approval before purchasing. Access to the store is granted once verification is complete.
Are your products HEMA-Free & TPO-Free?
Some of our products are formulated without HEMA and TPO, while others may still contain one or both ingredients during our ongoing reformulation rollout. Ingredient information is clearly listed on each individual product and we always recommend checking this before purchase.
What lamp should I use to cure your products?
For reliable and consistent curing, we recommend using Jade UK Gel Lamps. Our products are designed to cure with our own lamp systems and as we have not tested other branded lamps, we are unable to confirm curing performance when alternative lamps are used.
Where can I find ingredient lists for your products?
All Jade UK products include full ingredient SDS disclosures on their respective product pages to support informed and responsible professional use. You can also find all of our SDS here.