ErsanailsReviews of ersanails.com

Response from ErsanailsAug 11, 2026

We believe it is important to clarify the facts of this case, as the review does not accurately reflect what actually happened. The customer placed the order for the ProTouch Kit Max on July 29, 2026, and the order was shipped on July 30, 2026. The order was therefore processed and dispatched promptly. The customer contacted us on August 1, 2026, requesting cancellation. At that point, the parcel had already been handed over to the international carrier and was in transit. Because the shipment originated in the United States and was being delivered to Denmark, detailed tracking updates may not appear immediately and are often updated only once the parcel reaches the destination country or enters the local delivery network. This does not change the fact that the parcel had already been shipped. We clearly informed the customer that we could no longer cancel or recall the shipment once it had entered international transit. Instead of following the return procedure, the customer stated: “I will not be accepting or collecting the package.” To be completely clear: refusing to collect a parcel is not the same as returning the merchandise to the seller. An international parcel may remain at a local carrier facility or warehouse and is not automatically returned to our U.S. address. We explicitly explained this to the customer in advance. The customer was also informed that, if they wished to exercise their applicable EU 14-day withdrawal right, they needed to follow the proper return process and arrange for the merchandise to be returned to us. We provided our U.S. return address and explained that the customer would be responsible for the applicable return shipping costs and any related charges in accordance with our return policy. This is particularly important because this was not a defective product, damaged item, shipping error, or failure on our part to fulfill the order. The customer simply changed their mind after the order had already been shipped. We absolutely respect applicable consumer rights. However, a right of withdrawal does not mean that a customer can keep possession of the merchandise, refuse or abandon the delivery, decline to return the product, and still expect a refund. A proper return requires the goods to be returned to the seller in accordance with the applicable return procedure. Our team provided the customer with clear instructions and a reasonable solution. The customer chose not to follow that procedure. For this reason, we cannot accept the implication that our company refused to cooperate or acted improperly. We shipped the order promptly, communicated the situation immediately, explained the international shipping limitations, provided a return solution, and followed our published after-sales procedures. We strongly encourage customers to consider the complete circumstances rather than relying solely on a review that omits these important facts. We are always willing to assist customers with legitimate concerns, but we will also stand by our policies and will not issue a refund for merchandise that has not been properly returned to us. We respectfully disagree with this review and believe the documented timeline and communication clearly demonstrate that we acted reasonably, transparently, and in accordance with our stated policies.

Response from ErsanailsAug 4, 2026

Dear Amanda, Thank you for taking the time to share your feedback. We are sorry to hear that your recent experience did not meet your expectations. Regarding your most recent order, we understand your concern about receiving an empty package. As you contacted us by email regarding this issue, our team reviewed the shipment information and replied to you accordingly. Based on the carrier’s tracking records and the Proof of Delivery (POD) provided by the carrier, your package was delivered successfully and appeared to be intact at the time of delivery. Therefore, based on the available information, it is more likely that the package contents were removed after delivery rather than being shipped as an empty box from our side. As you mentioned, you had successfully received products from us before, and we would like to assure you that we would never ship an empty package to a customer. We have recommended that you contact the carrier directly to further investigate this matter. If you are able to provide any evidence showing that the package was already damaged or opened upon delivery, such as delivery photos, videos, or security camera footage, we would be happy to assist further and help communicate with the carrier regarding the investigation. We also recommend reporting this incident to your local authorities if you believe the package may have been stolen after delivery. For future orders, customers may also consider adding shipping protection at checkout, which can provide additional support in cases involving lost, stolen, or damaged packages. Regarding the comment about our products being dropshipped, we would like to clarify that our press-on nails are not mass dropshipped products. Similar-looking designs or even identical-looking products found on other platforms do not mean they are from the same source. Our press-on nails are handmade by our nail artists, and each order is carefully prepared according to the customer’s selected style and size. As all of our press-on nails are handmade and custom-made specifically for each customer, our nail artists begin creating your order once it reaches the production queue. Please kindly note that our estimated production time is 2–5 business days. Once completed, your order will be carefully packaged and shipped, and you will receive a shipping confirmation email with tracking information. Our standard shipping transit time is approximately 5–8 business days (excluding weekends and public holidays). Tracking updates may take some time depending on the carrier’s scanning schedule. Our production timeline and shipping estimates are also clearly stated on our Shipping Policy page for customers’ reference. We truly appreciate your previous support and are sorry that this recent situation affected your experience with us. If you have any additional evidence regarding the package condition upon delivery, please feel free to share it with us. Once we receive the relevant information, we will be happy to assist with further communication with the carrier and follow up on the matter. Best regards, Joyce Ersa Nails

Response from ErsanailsAug 3, 2026

We are sorry to see this review, as some statements do not fully represent the complete situation or our previous communication. We would like to clarify the facts for anyone reading this review. Regarding the Ersa N09 - Honey Set, the concern raised was based on personal dissatisfaction with the color appearance after receiving the product, not a confirmed product defect. Our product photos are taken under professional lighting to showcase design details, and the appearance of press-on nails may vary depending on lighting conditions, skin tone, and viewing environment. Regarding our return policy, press-on nails are personal hygiene products. For hygiene reasons, we cannot process refunds or exchanges for personal preference, size changes, or style changes unless the item is returned in its original unopened condition with the hygiene seal intact. In this case, the customer requested a refund but did not wish to return the product. We cannot issue a refund while allowing the customer to keep the item, especially when there is no confirmed quality issue. For returns caused by personal preference, customers are responsible for return shipping costs, customs duties, and related fees according to our Return & Exchange Policy. Regarding the Lily of the Valley Set, our records confirm that the damage occurred after delivery during the customer’s own usage process. The customer also acknowledged being a beginner. We understand mistakes can happen, but usage-related damage cannot be considered a manufacturing defect. The VIP refill service was provided according to our policy as customer assistance, not as an admission of product responsibility. Regarding the Removal Pen, the product was not delivered empty or defective. It was received in normal condition and became empty after use. The customer contacted us approximately one month after delivery, after the product had already been consumed. The order was delivered and signed for on June 03, 2026, while these concerns were only raised on July 26, 2026. By that time, the nails had already been used and damaged during personal use, and the Removal Pen had already been fully consumed. Additional Clarification Regarding the Customer’s Follow-up Response: In your email, you stated: “As a beginner and a new customer, mistakes can happen.” We understand that beginners may need time to learn how to use a new product. However, being a new customer does not mean a fully used product can be replaced with a brand-new one one month later. You confirmed that the entire Removal Pen was used, which means it was not received empty. The issue is not that we provided an empty product, but that it was consumed through usage. We previously informed you that if you experienced any difficulty using the Removal Pen, you could contact us after your first attempt so we could provide guidance. However, you did not contact us and continued using the product until it was completely empty. Our Removal Pen is a press-type product. The correct method is to press 1–2 times and wait 5–15 seconds for the liquid to flow out. Continuously pressing may cause liquid to build up at the outlet and suddenly release, which can result in leakage. Using an entire Removal Pen and requesting a replacement afterward does not indicate a product quality issue. It is a usage-related situation, and we have no obligation to replace a product that has already been consumed. Regarding our location, our studio is located in California, USA. Our website clearly states that we are a handmade nail studio, and we have never claimed to have a European address or European return location. We always assist customers with genuine product issues. However, we cannot accept responsibility for personal usage mistakes, consumed products, or unreasonable replacement requests. We will continue to handle all after-sales cases according to our official policies.

Response from ErsanailsJul 27, 2026

We would like to provide clarification regarding Christina Chu’s review, as the statements made do not accurately reflect the full situation. Christina Chu placed an order with us and requested a refund while the package was still in transit. The reason provided was simply that she had changed her mind and no longer wanted the order. We clearly informed her that the package was already on its way and could not be canceled during transit. Once the package arrived, we provided the available pickup information and continued to assist her with the next steps. Christina insisted on returning the order and provided photos showing that the package had not been opened. In response, we provided our U.S. return address and clearly explained that, as this was an international return requested due to a change of mind, the return shipping cost and any applicable taxes or fees would be the customer’s responsibility. After contacting the carrier, Christina found that the return shipping cost from the UK to the U.S. would be approximately £17. She then requested that we wait one month until August 19th, when she would return to the U.S., before sending the package back. We informed her that we could not accept delaying the return process for a month, as returns must follow our stated return procedure and timeline. Following this, Christina became extremely aggressive toward our customer service team and used abusive language, including: “It isn't fucking worth it. The label should be provided. Fuck it. Never fucking mind.” After being unable to obtain a free return label for a return caused solely by a change of mind, Christina proceeded to post misleading claims about our company and products on Trustpilot, including stating that our products are “cheap.” These statements do not reflect her actual experience with the product quality, but rather appear to be a reaction to our refusal to cover international return costs that are the customer’s responsibility under our policy. Throughout the entire process, our team remained professional and provided reasonable assistance, including explaining the situation, offering return instructions, and providing the correct return address. We have preserved all relevant communication records and evidence and have submitted them to our legal team for review regarding the false claims and inappropriate conduct. We always strive to provide fair and transparent customer service, but we cannot accept responsibility for return costs caused by a customer’s personal decision to change their mind after the order has already been shipped.

Response from ErsanailsJun 4, 2026

Hi Fiona, we’re truly sorry for the unpleasant shopping experience. If this is related to a shipping issue, please feel free to contact us anytime at [email protected]. We’ll do our best to help resolve it as soon as possible. We’ve already requested your information through the platform. Please kindly provide your order details when you can, so our team can look into it and arrange a proper solution or compensation for you. If your package has not shipped for a long time, it may be due to an issue with the shipping address. If your package has already shipped but has not arrived, there may have been a problem during transit. Once we receive your information, we’ll check everything right away. We truly care about your shopping experience and will make sure this is taken care of.