FAQs

ORDERS

How do I place an order?

Orders need to be made via our website moyou.co.uk. Start shopping by selecting the product category links: e.g., PLATES, POLISH, ACCESSORIES. You can also shop our latest products through the NEW IN category link. If you have a specific product in mind or are unsure where to start, you can simply enter a keyword or item number in the search box on the homepage. Once you have found an item you want to buy, click on the 'ADD TO BAG' button. You can then either continue shopping or review the items in your shopping cart. If you're happy with the items in your cart, click 'CHECKOUT' to complete your order. You may order as a guest. However, we recommend that you register an account with us so you can log in and view your orders and details at any time. Our current payment methods are PayPal, and we accept Visa, MasterCard, American Express, and Apple Pay. Please note that payments through Internet Explorer are not processed. Please choose another browser to continue with your purchase.

Where is my order?

Where is my order? Please note, depending on your country and delivery method, the time that your order will take to be delivered might vary. If you have a tracking number, you can see the status of your order on the following links: Royal Mail: Royal Mail DHL: DHL FedEx: FedEx

I have received a faulty item or there is a problem with the items I have received, what should I do?

At MoYou London, we take great pride in our product quality. If you are unhappy with your purchase, please contact us directly at [email protected] and we'll take it from there. In case you would like an exchange or refund for any other reason, we offer a 28-Day Replacement or Refund policy (excluding P&P). Please contact our customer service. Make sure the product is unused and in its original packaging. If for any reason the item you ordered did not arrive in perfect condition or has any faults, please let us know and we will sort it out.

I have changed my mind, can I cancel my order?

Please note: Order cancellation requests are not guaranteed. Our dispatch team works during non-office hours to ensure quick dispatch times. If your order has been shipped, we will not be able to cancel it and you will need to wait for your parcel to arrive to return any unwanted items.

My plate has arrived without a sleeve

Some plates may not come with a sleeve. Please note; replacements are not available.

How can I return or exchange an item?

You are welcome to return unwanted items to us for a refund or exchange within 28 days of receiving them. All returned items must be in brand new, unused condition, and image plates must still have the blue film intact. Please include your order number and details of the refund or exchange in your return, and we will email you once we have received your return.

My sleeves are a little damaged, can I have new ones?

We do not send replacements for any cosmetic damages on packaging. This includes sleeves, boxes, and tubes.

PAYMENTS

What payment methods do you accept?

Our current payment methods are PayPal, and we accept Visa, MasterCard, American Express, and Apple Pay.

How can I see my order total in a different currency?

Our website is in GBP and cannot be converted into a different currency. We also cannot quote you a price in a different currency as the exchange rate fluctuates. However, if you would like to find any price in another currency, you can try using an online converter.

DELIVERY

What are your shipping options and times?

Depending on your country and delivery method, the time that your order will take to be delivered might vary. For further information, please check this page: Shipping & Returns.

STAMPERS

What is the difference between sticky and non-sticky stampers?

The sticky stampers are easier to use and so are best for beginners. The non-sticky are a little more difficult to use but are less squishy and so create a slightly neater image.

I can’t get my Marshmallow Stamper to work, what am I doing wrong?

Stamping can be quite difficult if you are new at it and takes a bit of practice to get the hang of. You should find the tips below will help you to perfect your stamping: -Make sure you are applying plenty of nail polish to the image and not scraping too hard. - Roll the stamper over the image. Make sure you are doing this with only a small amount of pressure as pressing down hard can stop it picking up. -The whole process from applying the nail polish to the image to stamping onto the nail should be done quickly as the nail varnish should not have any time to dry. -Make sure you clean the nail polish from the image after every time you stamp otherwise it can get clogged and the stamper won't pick it up. -When you have cleaned the plate with nail polish remover, wipe away all traces of the remover as if there is any residue left on the plate it stops the stamper picking up. -Do not use any nail polish remover on the stamper as this can damage it, the only thing that should be used to clean the stamper head is sticky tape or a lint roller. -Lastly, if you are not using our stamping polishes, make sure the polishes you are using are no too thin and not quick-dry as these do not work as well. You can also have a look at our YouTube channel where we have plenty of videos and tutorials that you might find helpful: https://goo.gl/aulMYB

I can’t get my Crystal Clear Stamper to work, what am I doing wrong?

Stamping can be quite difficult if you are new at it and takes a bit of practice to get the hang of. You should find the tips below will help you to perfect your stamping: -Make sure you are applying plenty of nail polish to the image and not scraping too hard. - Instead of rolling the stamper like you would with the marshmallow stampers, you need to stamp straight down onto the image. Make sure you are doing this with only a small amount of pressure as pressing down hard can stop it picking up. -The whole process from applying the nail polish to the image to stamping onto the nail should be done quickly as the nail varnish should not have any time to dry. -Make sure you clean the nail polish from the image after every time you stamp otherwise it can get clogged and the stamper won't pick it up. -When you have cleaned the plate with nail polish remover, wipe away all traces of the remover as if there is any residue left on the plate it stops the stamper picking up. -Do not use any nail polish remover on the stamper as this can damage it, the only thing that should be used to clean the stamper head is sticky tape or a lint roller. -Lastly, if you are not using our stamping polishes, make sure the polishes you are using are no too thin and not quick-dry as these do not work as well. You can also have a look at our YouTube channel where we have plenty of videos and tutorials that you might find helpful: https://goo.gl/aulMYB

How do I clean my stamper?

The best thing to clean our stampers with is sticky tape or a lint roller. We advise that you do not use any nail polish remover or acetone on them as this can damage them.