CHRISTMAS

Chistmas times

COVID-19

COVID-19 Shipping Update

Due to the coronavirus pandemic, we are anticipating delivery delays for Australian and international orders. We ask you to please expect longer dispatch and shipping timeframes from our distribution centre. It goes without saying, this is a challenging time for us all but we want to reassure you we are doing everything we can to get your items to you as soon as possible whilst taking every possible precaution to keep our team members safe. 

AUSTRALIAN ORDERS 

Australia Post is currently experiencing high volumes of parcels through their network. At the moment, please allow at least 5 business days after their quoted delivery date before getting in touch with our customer care team. 

If you are based in Victoria and your parcel is yet to be scanned, please note that since Stage 4 restrictions have come into effect, there are further delays and Australia Post is working to get your parcel to you as soon as they can.
For further information on Australian domestic shipping please check out the Australia Post website here: https://auspost.com.au/about-us/news-media/important-updates/coronavirus.

If your delivery is late, you can either submit an enquiry with Australia Post by visiting the following link: https://helpandsupport.auspost.com.au/s/missing-or-lost-item. You will need your tracking number at the ready. 

Alternatively, you can get in touch with our customer care team who will happily assist you in tracking your items. Please email them via info@nakedvice.com.au.

INTERNATIONAL ORDERS 

Australia Post are still fully operational during this time and will continue to make sure you get your items, however certain areas of the world may be affected by delays of up to 30+ days. This is due to a range of reasons including international customs delays, limited flights and an increase in parcel volumes similar to Christmas time and Boxing Day sales. 

If you are located in one of these areas, once your items leave our distribution centre the shipping timeframe is completely out of our control. We will do our best to assist you whilst you wait for your parcel.

For further information on international shipping please check out the Australia Post website here: https://auspost.com.au/about-us/news-media/important-updates/coronavirus.

If your delivery is late, you can either submit an enquiry with Australia Post by visiting the following link: https://helpandsupport.auspost.com.au/s/missing-or-lost-item. You will need your tracking number at the. ready. 

Alternatively, you can get in touch with our customer care team who will happily assist you in tracking your items. Please email via info@nakedvice.com.au.

Orders

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.

What is a Pre Order?

A Pre Order is an item that is currently sold out but 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.

Please note, we cannot offer a specific arrival date on pre order items. We can only offer an estimation of arrival due to customs and unforeseen circumstances. You will be notified of any delays via email.

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

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

If you have any questions relating to pre-orders please contact info@nakedvice.com.au.

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?

On rare occasions mistakes can happen. If there are any issues with your order please email info@nakedvice.com.au

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

Please email info@nakedvice.com.au and our customer care team might be able to 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. 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 products are designed in Australia and made in China.

We work alongside a small team in China who are the masters of making our products. Our design team hand pick all materials, leathers and trims for all our pieces.

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

If you can't find what you are after online please email info@nakedvice.com.au and we may be able to help you track down what you need. 


Payments

What payment options do I have?

Purchases can be made via Gift Card, PayPal, VISA, Mastercard or American Express.

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. You can 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 for the order in full 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.

What is Laybuy?

Laybuy is a buy now, pay later payment solution which allows you to purchase now and spread the total cost over 6 automatic payments, interest free.

What is Sezzle?

Sezzle is a payment solution which allows customers to buy now and pay later with no interest. When you place an order through Sezzle, their approvals system reviews your account to determine what sort of repayment plan they can offer. In most cases, 25% of the order total is due up-front with the remaining funds divided into three payments, each due two weeks apart. No interest, no up-front or hidden fees incur unless your instalments are not paid in time.

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 do not 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 info@nakedvice.com.au 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 to your shopping cart.

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?

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 12 months from the date of purchase.

Shipping

What are my delivery options?

DOMESTIC
All domestic orders are shipped via our delivery partner Australia Post who operate for delivery Monday - Friday.

All orders placed after 12pm AEST on a weekday will be dispatched the next business day. Orders placed on weekends or Australian public holidays will be dispatched the next business day.

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

Customers have the choice of selecting Express or Standard post for the delivery of their parcel.

EXPRESS SHIPPING
Express Shipping is available for a flat rate of $10AUD. Express orders placed before 12pm AEST will be dispatched the same day.

Express Shipping can take up to 1-2 business days* within Australian Metro Areas, and 2-4 business days within Australian Rural Areas.

STANDARD SHIPPING
Standard Shipping is complimentary for all Nakedvice orders. Standard post can take up to 4-5 business days* within Metro Australian Areas and 6-10* business days within Rural Australian Areas.

INTERNATIONAL
We ship worldwide. International Customers have the option for their order to be delivered via Australia Post International or DHL Express.

Orders sent via Australia Post can take up to 30+ days to be delivered due to current pandemic* restrictions at a flat delivery cost of $20AUD for Standard Australia Post locations. This excludes NZ locations which will be charged a flat rate of $30.

We recommend DHL Express Shipping as our fastest and most reliable delivery service for International Orders.

DHL Express to NZ incurs a flat rate cost of $10AUD and can take up to 3-5 business days.

DHL Express for all other international countries incur a flat rate cost of $30AUD and can take up to 3-5 business days.

Where do you deliver to?

We deliver worldwide. For more information please email info@nakedvice.com.au.

WHAT IF MY PARCEL IS LOST IN TRANSIT?

It is the customers responsibility to nominate a safe, secure and accurate shipping address. Once parcels are picked up by our nominated couriers, Nakedvice is not accountable for any stolen or missing parcels. Whilst your parcel is in the hands of our couriers, they are accountable for all risk involved, which is then passed on to the customer upon delivery. 

If you suspect that your order has been lost or damaged in transit, we are here to help. Our customer care team are available Monday - Friday 9am - 5pm, and Saturday 10am - 3pm via our online website Live Chat or via email at info@nakedvice.com.au. We can assist you with an investigation and work together to find a resolution suited to both parties.

Returns

What is your returns policy?

We offer a 14 day returns period from when your item was received.

FULL PRICED ITEMS
Full priced items purchased online and in-store are eligible to be returned for a refund, 110% store credit or exchange for an alternate style/size.

A 110% store credit is only issued for the first return of your original order. Any returns of items purchased using a 110% store credit may be returned for a 100% store credit only.

Refunds are issued to the original payment method of the order. Store credits are issued via email once your return has been received, quality checked and approved.

Refunds are not accepted for full priced items purchased using a discount code, however they can be returned for an exchange or 110% store credit. This includes promotions such as Afterpay Day & Black Friday as well as Nakedvice Loyalty Discounts.

SALE ITEMS
Sale items can be returned for an exchange only. Refunds and credit notes are unable to be facilitated for sale items.

RETURN CONDITIONS
Prior to lodging your return, please ensure that you meet our Returns Criteria before posting back your item:
- Items must be unworn and in original condition with tags attached
- Item must be returned within 14 days of delivery date.
- Customers are to cover the cost of return postage.
- Customers must utilise a traceable postage service to ensure return parcels can be tracked in transit and reduce the risk of lost parcels or delivery issues.

Please note, all jewellery and headwear are final sale and can not be returned.

How do I return/exchange an item?

Follow this link to our Returns Portal and follow the prompts.

Once our team approves your return request, you will receive your return instructions via email.

Place your return item in a bag and include your name and order number inside.

Post return to the below address:

NAKEDVICE RETURNS
37-39 Yarra Street, Abbotsford, 3067, VIC

Have you received my return?

When returning an item please use your tracking number to track its location.

Once your return has been processed you will receive an email from info@nakedvice.com.au.

Please note: returns are processed on Tuesdays and Fridays.

I think my delivery is faulty

If you suspect that your item is faulty or you have the received the incorrect items in your order, please send through images and your order confirmation to info@nakedvice.com.au. Our Customer Service Team will be more than accommodating in resolving the issue for you.

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 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 on a future 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?

If you purchased an item from the Nakedvice Boutique you are more than welcome to lodge your return at the store.

If you purchased an item from one of our stockist stores, you must lodge your return with that store directly.

Rewards

What is Nakedvice rewards?

Nakedvice Rewards is our loyalty program that offers you a chance to be rewarded every time you shop with us. You can earn points for activities on our website and social media and use these points to earn discounts off your purchases. The more points you collect, the more you save.

Who can join?

Anyone with a Nakedvice account is automatically signed up to our loyalty program.

How do I earn points?

You can earn points for activities on our website including purchases and referring friends. To see all the ways you can earn points visit our rewards page.

How do I view my point balance?

You can view your point balance on your account page.

How do I redeem my points?

Select the tab called "Rewards" in your Account Page. Here you will see all the rewards we offer. If you have enough points, you will be able to redeem them for a reward.

Do I have to redeem my points all in one go?

No. You don't have to use all your points in a single purchase.

Is there a limit to the number of points I can earn?

No. You are able to earn as many points as you can.

What do the 'approved', 'pending' and 'cancelled' statuses mean?

Approved = your points have been approved and can be redeemed immediately. Pending = your points are being verified. This process can take up to 14 days. Cancelled = your points have been cancelled and will not be added to your account. For example, if you cancel a purchase the points status will change from 'pending' to 'cancelled' and will not be added to your account.

Can I use my points during checkout?

Not directly - please redeem your points for a voucher which can then be applied during checkout.

I completed an activity but didn't earn points?

It can take a few minutes for us to process your activity and provide your points. If your points have not appeared in your account within 14 days please get in contact with customer care directly via info@nakedvice.com.au

I added in my birthday to redeem rewards but didn't earn points?

If you add in your birthday to redeem rewards on the day of your birthday the points will not be added to your account straight away. They will be added in 365 days.

Where can I report a problem?

Please contact customer care directly via info@nakedvice.com.au

Can I use my points in conjunction with other discounts and promotions?

No. Only one discount can be applied at checkout.

Size Guide

I have a sizing question, where can I find fit assistance?

You can check our international size conversion charts and apparel measurements on our Size Guide page here.

We have detailed sizing and fit notes available in each product description.

Additionally, you can view each piece of apparel modelled in our size range by selecting the 'See In Your Size' option when viewing the product.

For all other sizing and fit questions please reach out to customer care via LiveChat or by emailing info@nakedvice.com.au.

Warranty

How long is my item under warranty?

All of our bags and shoes are covered under warranty for 6 months from the date of delivery. Please note that the warranty will not be honoured if our quality control team believe the fault is due to general wear and tear or if the item has been mistreated.

My item is faulty what can I do?

If a manufacturing fault occurs under normal use (not wear and tear), please send an email to info@nakedvice.com.au with your full name and original order number as well as images and a detailed description of the fault. Our customer care team will be in touch to assist in resolving this for you.

Please note, all faulty products will undergo a quality review upon their return. If cleared by our quality control team, expect to receive an email outlining our analysis. If we are all unable to repair or replace the item, we can offer a store credit or a refund. All refunds will be processed back to the original payment method.

Product Care

How do I care for my NV purchase?

The most effective way of caring for any item is precaution. To ensure durability and longevity of your purchase, please read our product care recommendations below.

Leather

We do recommend waterproofing your leather to avoid any irreversible or acidic stains.

Should you happen to mark your leather, the most simple way to clean your item is by using a damp cloth (with warm water) with a light application in circular motions. Make sure any areas where this is done are dried properly and avoid exposure to sunlight.

We also recommend storing your item in a cool, dry place when not in use as humid settings can breed mould and cause hardware to tarnish.

Please also ensure that if applying any liquids or chemicals to your item, exposure of these to the item's hardware can cause discolouration or tarnishing.

Nylon

Nylon doesn't require too much care, but if you mark your nylon you can use a damp cloth or wipe to gently remove any dirt or scuffs. Make sure that you dry off the cleaned area with a hair dryer (on a cool setting) or towel to avoid watermarks.

If the above is unsuccessful or if the mark is oil-based, we recommend taking your bag to the dry cleaner for professional cleaning.

Much like our leather products, we suggest keeping Nylon away from abrasive surfaces as well as humid environments.

PU Leather (Non leather / vegan leather)

To clean any marks or dirt, simply take a wipe or wet cloth and remove.

PU leather won't respond to leather conditioners, so it's best to use a polishing cloth to gently buff out any marks or scratches.

APPAREL

Care instructions for apparel will vary across each item depending on their fabrication. Please refer to the tag on the inside side-seam of the garment or alternatively in the MATERIALS + CARE section of the product page. If you have any questions or concerns regarding the care instructions, feel free to email us at info@nakedvice.com.au

Contact Us

I have a question, how do I get in contact?

If you want to speak to us directly please email info@nakedvice.com.au and we will do our best to respond to you within 24 business hours.

Alternatively you can speak to a customer care team member on LiveChat.

I am a stockist and I love Nakedvice, do you wholesale?

If you are interested in having Nakedvice in your store please email wholesale@nakedvice.com.au.

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

If you are interested in becoming a Nakedvice ambassador please email press@nakedvice.com.au.