Frequently Asked Questions

ARE YOUR PRODUCTS CRUELTY FREE?

Ethical issues are very important to us, so we do not test our cosmetics on animals. Thus, we act in accordance with the law, namely the EU directive (EU 2003/15 / EC), which completely prohibits testing cosmetics on animals.

WHERE ARE YOUR PRODUCTS MANUFACTURED?

Semilac is a Polish company whose production is located in Komorniki near Poznan in Poland. We manufacture all our products there, including: gel polishes, gels and care preparation products.

WHERE CAN I FIND MSDS FOR YOUR PRODUCTS?

Please email us at contact@hihybrid.uk to request MSDS the product you need.

ARE HIHYBRID GEL POLISHES HEMA-FREE & TPO?

Majority of our gel products do contain HEMA. But, we offer HEMA-FREE polishes.

COLOUR I’VE RECEIVED LOOKS DIFFERENT TO THE IMAGE ON YOUR WEBSITE. WHY?

We make every effort to ensure that each colour presented on the pages of our store is a faithful reflection of the one that is in the bottles. However, perfect reproduction is not always possible - due to different brightness settings of the monitor.

If you are still not happy with the colour you received, please contact us. Providing this colour has been unused, we are more than happy to exchange it for you.

HOW LONG DO I NEED TO CURE GEL POLISH?

Curing time may vary from one lamp to another as well as from one colour to another. Please see advised curing time for each lamp:

UV LED lamp 24 W/36 W

30 seconds

UV LED lamp 24 W/48 W

30 seconds

UV LED Diamond lamp 24 W/48 W

30 seconds

UV LED Diamond Lamp 36 W/54 W

30 seconds

UV Lamp 36W

120 seconds

You can find specific curing time for each product in the description of each product.

GEL POLISH HAS WRINKLED AFTER CURING IN THE LAMP. WHY?

Please note that some colours are more pigmented than others, and if you apply a thicker layer of the product, it may shrink or lift. In that case, it means that only the top layer has been cured.

If you are still having a problem after trying to apply thinner layers, please email our customer service team at contact@semilac.co.uk and include answers to the questions below:

1. Have you used a UV or an LED lamp?

2. Please specify how long you are curing gel polish for?

3. Which colour have you experienced a problem with (colour number)?

GEL POLISH HAS LIFTED AFTER FEW DAYS. WHY?

It is particularly important to prepare your nails correctly before applying any gel products.

Parts of dry cuticle, grease or natural oils left of the nail plate as well as overfilled nails can be one many reasons for your gel polish to lift.

RE HIHYBRID PRODUCT COMPATIBLE WITH PRODUCTS FROM OTHER COMPANIES?

Hihybrid guarantees the highest quality of products, which is confirmed by numerous awards and certificates. We do not recommend using our products with products from other companies.

CAN I APPLY CLASSIC NAIL POLISH ON SEMILAC GEL POLISH? DO THEY HAVE TO BE THE SAME (UV GEL POLISH)?

Professional base for Hihybrid gel polishes is dedicated to gel polish manicure. For this reason, we do not recommend applying varnishes other than gel polishes. We offer special nail conditioners that can be an ideal base for classic nail polishes.

HOW TO APPLY FLASH MERMAID EFFECT?

1. Apply base and cure

2. Apply chosen colour and cure (repeat this step to achieve more coverage)

3. Gently using an applicator in circular motion rub in the mermaid effect into the colour (to the sticky layer)

4. Apply top coat, seal and cure

5. Wipe of the sticky residue using Nail Cleaner if you are using classic Semilac Top or Top Mat Total

HOW TO APPLY FLASH METALLIC EFFECT?

1. Apply base and cure

2. Apply black colour (for best results) and cure (repeat this step to achieve more coverage)

3. Apply Top No Wipe and cure

4. Gently using an applicator in circular motion rub in the mirror effect into Top No Wipe

5. Apply top coat again, seal and cure

6. Wipe of the sticky residue using Nail Cleaner if you are using classic Hihybrid Top or Top Mat Total

HOW LONG DOES IT TAKE TO GET MY DELIVERY?

All our orders will be sent by Royal Mail, Evri or DHL, and we offer a range of shipping methods to suit your needs:

Standard Shipping via Royal Mail 1st Class and Evri (normally takes 1-3 working days)

DHL Next Working Day. Orders placed before 1pm Monday-Thursday will be dispatched the same day and delivered the next working day. Orders placed on Friday before 1pm, will be delivered on Monday. Orders placed between 1pm on Friday and 1pm on Monday will be delivered on Tuesday.

All times and dates given for delivery of the products are given in good faith but are estimates only.

MY TRACKING NUMBER FOR ROYAL MAIL DOES NOT SHOW WHERE MY PARCEL IS, WHY?

Tracking number for the service we use becomes available once Royal Mail attempts to deliver your parcel. Therefore you might see the message ("An update will only be provided when we attempt to deliver your item.") when you are attempting to track your order.

This means that you parcel is in transit with Royal Mail and on the way to you.

CAN I CHANGE MY SHIPPING ADDRESS?

Yes, you can. If your item is still in our warehouse, we can amend the shipping address for you.

Please email our customer service team at contact@semilac.co.uk

I HAVE MISSED MY DELIVERY. HOW DO I GET MY PARCEL?

Please contact the courier to re-arrange your delivery or collect it from the nearest customer service point.

WHAT HAPPENS IF AN ITEM/PART OF MY ORDER IS MISSING OR DAMAGED?

If one or more items from your order are missing or damaged contact us within 7 calendar days of receipt of the goods, and our customer service team will resolve this for you.

DO YOU DELIVER INTERNATIONALLY?

We do not offer international shipping.

MY PRODUCT ARRIVED DAMAGED. HOW CAN I GET A REPLACEMENT?

For defective or damaged products, please take a photo of the item and contact us at contact@hihybrid.uk to arrange a replacement.

I RECEIVED WRONG PRODUCT. WHAT DO I DO?

If you received a different product to what you have ordered, please take a photo of the product and the invoice and contact us at contact@hihybrid.uk

I WANT TO RETURN MY ORDER. WHAT IS YOUR RETURN PROCESS?

Please refer to our return policy for further information here

Frequently Asked Questions - Pay After Delivery with Klarna Payments

With Klarna you can buy Now and Pay 30 days after delivery or Pay Later in 3 interest-free instalments
Choose the Klarna payments At the checkout.

Who is Klarna?

Klarna is a payment service provider, from Sweden, who take end-to-end responsibility for your payment. They support 60 million consumers worldwide in over 70,000 online stores and are very safe to use.

I have been asked to go to Klarna's site. Is this correct?

If you have chosen to Pay After Delivery (with a 14 or 30 day grace period), Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. If you do not pay Klarna within the grace period, late fees may apply.

If Klarna gives me the option to Pay After Delivery within 14 or 30 days, does a credit search take place against me?

Neither Klarna nor EGO run credit searches against you that could impact your credit rating. Klarna may run a quotation search which is an enquiry which only you, and no other companies, can see and which does not affect credit scoring.

How does Klarna Pay After Delivery work?

After EGO has sent your order, you will receive an email with payment instructions, telling you when you need to pay by, it’s typically 14 or 30 days after the order is shipped. If you do not have your email to hand, you can contact Klarna’s Customer Service here.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information and so be liable for delayed payment fees.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by EGO. All transactions take place via connections secured with the latest industry standard security protocols.

Why have I not been offered Pay After Delivery?

Although Pay After Delivery is widely promoted it is not always universally available. The Pay After Delivery method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the e-store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What are my payment options with Klarna?

You can pay immediately with debit or credit card (Visa/Mastercard) in the checkout or take advantage of our Pay After Delivery payment option, where you can pay for the goods once you have received them via debit or credit card.

How do I pay for my order?

If you have received your goods and want to pay, either log in at www.klarna.com or click the link from the email Klarna sent you regarding this order. If you cannot log in to pay, contact Klarna’s Customer Service here.

Have you received my payment?

If you pay by card, EGO will confirm your order right away. If paying by Pay After Delivery, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.

What should I do if I want to cancel my order?

If you would like to cancel your order, we ask you to contact the store where you made your purchase.

I have cancelled my order. How long will it take until I receive my refund if I paid by card?

As soon as the store have registered your cancellation or your return, the refund will be processed within 5 business days.

With Pay After Delivery, what should I do if I want to return part or all of my order?

If you are close to your Pay After Delivery payment due date, you should also contact our Customer Service who will make any necessary adjustments to the statement and provide further help if needed.

What happens to my invoice, when I've returned the goods?

Once the store has received the return (partial or full) and you have received their confirmation of this, an updated statement will be closed.

I've received an invoice, but I've not yet received my goods

With Klarna’s Pay After Delivery, you have either 14 or 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call the store to check on delivery. You can also contact Klarna Customer Service so that we can postpone the due date on your payment.

How will I be refunded?

If you have paid for your order with card, the refund will be made back to the same card. If you paid using bank transfer, you will need to provide Klarna with your IBAN number in order for Klarna to make the repayment. If you have not paid the invoice yet, then the refund will reduce the invoice or cancel it completely.

I still have questions regarding payment, can I speak to someone at Klarna?

Visit Customer Service for Live Chat or call 020 300 50833 Monday - Saturday 9.00 AM - 6.00 PM, closed Sunday.

Can I request delivery to an address other than my billing address?

Yes. When selecting Klarna as a payment method, you can choose to deliver the goods to an address other than your billing address. At the checkout, you will be given the option to enter a separate delivery address.

Frequently Asked Questions

Frequently Asked Questions - Pay After Delivery with Klarna Payments

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