FAQs

Help a girl out!

  • Orders

    • Where is my order?

      Once your order has been dispatched, you will receive a shipping confirmation email that includes necessary information to track your parcel. Please allow 24 hours from the dispatch date for the tracking service to work.

    • When will I receive my order?

      Australia Post delivers between 8am to 6pm on Monday through to Friday.

      Express orders placed Monday through to Friday before 12pm AEST will be dispatched the same day

      All orders placed after 12pm AEST on a weekday will be dispatched the next business day.

      All orders placed on weekends or public holidays will be dispatched the next business day.

      Standard Post: Please allow 1 – 5 business days.

      Express Post: Please allow 1 – 2 business days for Australian metro areas.

      Please note that during periods of high demand (e.g. holidays and sale periods), delivery times can take an additional business day.

    • Where is my order confirmation?

      Once your order is confirmed we send you an order confirmation. If you can’t find this email it may have landed in your junk, if not please email [email protected] so we can check your order went through!

    • Can I amend my order?

      Once an order is placed it cannot be cancelled. If you want to amend or add to your order please email customer care with in 2 hours of placing the order and we will do our best to help a girl out.

    • What is a Pre Order?

      A Pre Order is an item that is currently sold out but don’t worry it will be back soon.

      By pre-ordering an item, it allows you to secure an item in advance ensuring you won’t miss out once the item arrives.

      We specify the date of arrival for all pre-orders in the product description.

      Once your order has been placed, payment will be processed as normal, and you will receive email confirmation.

      If you have any questions relating to pre-orders please don’t hesitate to contact us at [email protected]

    • I have purchased two items, one is a pre order, can the item available be sent now?

      Items that are placed with pre-order items will be sent together once the pre-order arrives.

    • The Item I have received is incorrect. What can I do?

      Mistakes can happen, any issues with your order please email [email protected]

    • I want an item that is no longer available what can I do?

      Obsessing over that bag but can’t seem to find it? Email [email protected] and our customer care team might be able help track it down for you.

    • What happens if my order can not be filled due to the item not being available?

      Our items can sell out quickly due to such a high demand. Sadly on occasions an item you have ordered can suddenly become unavailable. The doesn’t happen very often however If an item in your order sells out, we will contact you as soon as possible to confirm the cancellation of your order.

    • Where can I purchase Nakedvice in store?

      Nakedvice is available in 60 boutiques across Australia, Canada and Japan.

      Our stockists are listed under the stockist section of our website.

    • Where was my item made?

      All of our designs are constructed in Melbourne, Australia. We work alongside a small team in China who are the masters of creating your Nakedvice product. Our design team travel to China where all of the leathers and trims for your piece are hand picked

  • Payment

    • Is my payment information safe?

      You can be assured that shopping with Nakedvice is completely safe and secure!

    • What is Paypal?

      PayPal is a secure payment method for online purchases that allows users to send and receive money online. It is a safe, easy and fast method of payment where you don’t have to disclose your credit card or any other financial information to the merchant. After placing an order, payment will be deducted from your PayPal account immediately. We recommend contacting Paypal’s customer service at 1800 073 263 if you’re having any issues with your PayPal account.

    • What is Afterpay?

      Afterpay is a buy now pay later service that allows flexible payment plans for online purchases. Shop the Nakedvice pieces you want now and pay it off in 4 equal payments over 8 weeks. When purchasing with Afterpay your goods will be shipped with the normal schedule, so you do not need to pay off the order to receive your parcel! If you fail to make a payment you will be charged a late fee of $10 and if still overdue one week later you will be charged an additional $7.

    • Why can’t I check out with Afterpay?

      To checkout with Afterpay you need to be an Australian customer with an Afterpay account. If you don’t have an account it is super easy to sign up, just follow the link: https://www.afterpay.com/en-AU/index

      Unfortunately Afterpay is only available to Australian customers!

      If you’re having technical issues with checking out please email [email protected] and we can assist you further.

    • How do I use a discount code?

      Discount codes can be applied by using the Coupon Code box just before checkout. Paste the code you have received in the box for your discount to be applied.

    • Why won’t my discount code work?

      Have you entered your code correctly? Our codes are all unique, try copying and pasting the code into the Coupon Code box just before you checkout.

      Still not working? Please look at the terms and conditions of the discount code to make sure this offer is still valid.

    • Can I use two discount codes?

      Sorry girl, only one discount code can be used per order!

    • How long do I have to use my gift voucher?

      Nakedvice gift vouchers are valid for 6 months from the date of purchase.

  • Shipping

    • What are my delivery options?

      Australian customers have the option of their parcel being sent via Standard or Express Post. Standard Post can take up to 1 – 5 business days and is a flat rate of $13AUD. Express Post can take up to 1 – 2 business for Australian metro areas and is a flat rate of $15AUD.

       

      Express orders placed Monday through to Friday before 12pm AEST will be dispatched the same day.

       

      All orders placed after 12pm AEST on a weekday will be dispatched the next business day.

       

      All orders placed on weekends or public holidays will be dispatched the next business day. For international customers we ship worldwide. All international locations other than NZ will be charged a flat rate of $34.95 AUD for shipping services Standard International Shipping can take up to 10 – 12 business days to be delivered.

    • Where do you deliver to?

      We deliver worldwide! For international customers we use Australia Posts Pack & Track service. For countries outside of Pack & Tracks destination, we will use Australia Posts Registered Post service. Unfortunately this service cannot be tracked. Don’t hesitate to email [email protected] for further information.

    • Will I be charged Customs and Import Duties?

      In some circumstances the addressee may be responsible for import duties and taxes on their parcel. This may be required due to the countries customs regulations and government’s policies. This is a responsibility of the receiver. In addition, some orders may experience customs delays. Unfortunately we have no control over these changes or delays and cannot predict what they may be. We suggest that you contact your local customs office for additional information.

    • How do I receive FREE SHIPPING?

      All Australian customers that spend over $200 AUD receive free shipping at checkout. Happy days!

    • Do you deliver to PO BOX’s?

      Unfortunately we cannot deliver to PO Boxes due to size restrictions. Please email [email protected] if you require your parcel to be sent to a PO box.

    • Can I change my shipping address?

      If your order hasn’t already been sent out, please email [email protected] and request to change your shipping address. Please provide us with your order details and your updated postal address and we’ll do our best to amend your order before it goes out in the post. If your order is already in transit unfortunately we are unable to intercept and change your shipping address.

    • Why is my tracking number not working?

      If your order has been dispatched it can take up to 24 hours for the tracking number to be updated. If it has been over 24 hours since you ordered and you have not received any tracking updates please email [email protected] and customer support team member will be in touch.

    • Do I need to sign for my delivery?

      We want you to get your hands on your parcel with no delays, so we don’t require signage for deliveries. If no one is home at the time of delivery Australia Post will leave the parcel in a secure spot if declared safe. If there is nowhere to safe drop your parcel it will be sent to your closest Post Office to be picked up.

    • What happens if my item is lost in transit?

      If you notice no movement of your parcel please contact [email protected] as soon as possible and we will assist you with locating your items. Once product is dispatched from our facility Nakedvice is no longer liable for the goods. In a rare circumstance, if your item was lost or stolen in transit Nakedvice bares no responsibility to refund or replace your item.

  • Returns

    • What is your returns policy?

      We value each and every one of our Nakedvice customers and want you to be fully satisfied with your purchase. We offer store credit notes for change of mind items. Please follow the steps under “How do I return/exchange an item” to have your return processed.

    • How do I Return/Exchange an item?

      Please email [email protected] with all of your exchange details within 14 days of receiving your item. Supply us with your full name, order number and tracking number with a reason for your return. We will get back to you within 24 business hours with a return form for you to fill out and send back with your parcel.

    • Have you received my item?

      It is the customer’s responsibility to have a tracking number for all items that are returned to Nakedvice HQ and to track its location.

    • How long after my delivery can I make an exchange?

      From the date you receive your order you have 14 days to email [email protected] requesting an exchange.

    • I want to exchange for a product that is not the same price, what can I do?

      For all change of mind items we issue customers with a store credit note for the amount originally purchased. If the item you’re exchanging it for is less than the credit note, you will be able to use the left over credit for your next purchase. For exchanges that are more than the credit note supplied you can add extra payment at checkout.

    • Can I return a Nakedvice item that was not purchased from your website directly?

      Nakedvice is not liable to replace or repair any items purchased through a Stockist. If an item was not purchased through Nakedvice directly, the customer will need to contact the Stockist in relation to their return.

  • My Account

    • How do I receive 10% off my first purchase?

      Sign up to our mailing list to not only stay up to date with all of our new arrivals but to receive 10% off your first order! Once subscribed we will send a cheeky discount code to your inbox!

    • How do I create an account?

      On the top right hand corner of the homepage we have a section called “My Account”, click on the link and follow the prompts!

    • What is a guest check out?

      In a hurry! No worries checking out as a guest just means we don’t save your details for next time.

       

    • How do I update my account?

      Super easy! Just click on “My Account”, then click “My Details”. Once you are there, all you have to do is type in the new info and click save changes! Your all done babe!

    • How do I subscribe to your newsletter?

      Jump on to our homepage and scroll to the bottom girl. Just pop your email in the bottom left corner and hit sign up!

  • Size Guide

    • The size I wish to purchase is no longer available online what can I do?

      If you can’t find what you are after, shoot us an email to [email protected] There are some amazing stores that stock Nakedvice so we will do our best to help you track down what you need!

    • Size Guide

      Apparel Size Guide

      Shoe Size Guide

       

  • Warranty

    • How long is my item under warranty?

      Our warranty is available for 6 months from the date you receive your order. Warranty of the product will be not be honored if the item has been mistreated or if the quality control team declare the fault as general wear and tear.

    • My item is faulty what can I do?

      If a manufacturing fault occurs under normal use (not wear and tear), please email [email protected] with your full name, order number and tracking number with a detailed description of the fault. A customer support team member will be in contact with you within 24 business hours.

       

      If a faulty item needs to be sent back to our Head Office it will undergo a quality review. If cleared by our quality and control team, expect to receive an email outlining our analysis. If we are unable to supply you with repair or a replacement, we can offer a store credit note or a refund. If a refund is required it will be provided via the form of payment used in the original transaction.

       

  • Contact Us

    • I have a question, how do I speak to a representative from Nakedvice?

      If you want to speak to us directly shoot through an email to [email protected] and we will do our best to respond to you with in 24 business hours.

    • Im a stockist and I love Nakedvice, do you wholesale?

      If you are interested in having Nakedvice in your store simply email [email protected]

    • I am a social influencer, how do I collaborate with Nakedvice?

      If you are interested in becoming a Nakedvice ambassador simply email [email protected]

    • How do I apply to work for Nakedvice?

      Want to join the team? Please send your resume to [email protected]