FAQ
Last updated: May 17, 2026
A quick guide to how our store works. For full policies see Shipping, Refund & Returns, and Terms of Service.
About the brand and the bottles
Why are your bottles so small?
Our bottles hold 10 ml of polish. In Brazil, where Penelope Luz is made, 10 ml is the largest commercially available nail polish bottle size. The 15 ml standard common in the US market is not produced by our Brazilian suppliers.
Our polish is concentrated and high quality. Most customers find that 10 ml is plenty for many manicures.
Where is Penelope Luz made?
Every Penelope Luz polish is made in Brazil, where the brand has been established for more than 10 years. Your order is produced after you buy — it is not pulled from a pre-made inventory.
Who sells the polish in the United States?
Sales in the United States are handled by PENELOPE LUZ INDIE BRAND, LLC, a Wyoming limited liability company. See Contact and Legal Notice.
Ordering
When can I place an order?
The store is open for orders from the 1st through the 15th of every month (the ordering window). Outside those days, the store is closed for new orders.
Why does it take so long to receive my nail polishes?
We do not yet hold inventory in the United States. After you order, we:
- Produce your polish in Brazil (days 16 – 18 of the order month).
- Ship a single international batch from Brazil to our US dispatch point (days 18 – 25). This leg includes customs clearance.
- Ship your order to you domestically via USPS (day 25 – end of month).
Orders placed during days 1 – 15 are typically expected to arrive in the early part of the following calendar month. Timing is not guaranteed because customs and carriers can delay any batch. We expect delivery times to improve as we grow our US operations. See How Our Store Works for the full timeline.
The store is closed. What is going on?
We close the store between the 16th and the end of each month so we can produce, batch-ship, and deliver the orders we already received. No new orders are accepted during that period — but if you ordered during the previous window, your polish is being made or is on its way to you.
The store automatically reopens on the 1st of the next month.
Can I cancel my pre-order?
Yes — any time before day 16 of the order month (end of day 15, US Central time), when production begins. Email contact@penelopeluz.com with your order number. See Refund & Returns Policy for refund details, including Shopify processing fees and the domestic shipping rule.
After end of day 15 US Central, production has started and orders can no longer be cancelled. Any later issue is handled under our Refund & Returns Policy.
Payment, prices, and taxes
When am I charged?
You are charged in full at checkout during the ordering window (product price + applicable sales tax + domestic USPS shipping).
Are import duties and customs fees included?
Yes. The international leg from Brazil to the United States — including all import duties and customs fees — is already included in the product price. You will not receive a customs invoice from us or the carrier.
Is sales tax included in the price?
No — applicable US sales tax is calculated at checkout based on your shipping address.
What about domestic shipping?
Domestic USPS shipping is calculated separately at checkout based on your address, package weight, and the USPS service available.
Shipping and delivery
Where do you ship from?
- The international leg (the batch from Brazil) is shipped to our US receiving point each month.
- The domestic leg to your door ships from our US dispatch in Mobile, Alabama via USPS.
Our US correspondence address for the LLC is in Orlando, Florida — but we do not ship from Orlando.
Where do you ship to?
We currently ship only to addresses in the contiguous United States that can be reached by USPS ground / land delivery. We do not ship to Alaska, Hawaii, US territories, APO/FPO/DPO addresses, or any address that USPS can only serve by air. See Shipping Policy.
How can I track my order?
- Domestic leg: you receive a USPS tracking number by email when your order ships.
- International batch: monitored internally. We email affected customers if there is a material delay. We do not currently provide per-customer tracking for the international leg.
What happens if the international batch is delayed or lost?
If it is delayed, we email affected customers with an updated estimate. If FedEx officially reports the batch as lost, we produce and ship a replacement batch at no extra cost.
Problems with my order
My polish arrived damaged or leaked. What do I do?
Email contact@penelopeluz.com within 7 days of delivery with your order number and clear photos of the bottle and outer package. You may choose a refund or a replacement for the affected items.
Some items from my order are missing.
Email us within 7 days of delivery with your order number and a description of what is missing. You may choose a refund for the missing items or a replacement in a future batch.
I changed my mind. Can I return the polish?
No. We do not accept returns for change of mind, wrong shade selection, or unmet appearance expectations. Please review product photos and descriptions carefully before ordering. See Refund & Returns Policy.
Communication
How do I contact you?
By email at contact@penelopeluz.com. We do not offer phone support at this time. See Contact.
Will you send me marketing emails?
We may send promotional emails. You can opt out at any time using the unsubscribe link in any marketing email. Non-promotional emails about your account or your orders will still be sent. See our Privacy Policy.
