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

Where is my order?

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.

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 for Australian metro areas.

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.

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.

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

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.

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 the Christmas delivery cut-off dates?

Delivery for Christmas will take longer this year. Take our word for it, early gifting is the way to go!

Sending as early as you can, and by the dates below means your parcel will have the best chance of arriving in time for Christmas.

SENDING WITHIN AUSTRALIA 

Send Regular Post by Monday 13 December 2021.

Send Express Post by Monday 20 December 2021.

Place your NV Order via Express Post by 12pm Friday 17 December 2021 to ensure your parcel is shipped before the cut-off date above.

For the latest advice on domestic deliveries visit: https://auspost.com.au/sending/christmas-sending-dates

SENDING OVERSEAS 

Recommended final sending dates for major destinations (Standard Post):

USA and Canada: Tuesday 30 November 2021.

UK and Europe: Friday 26 November 2021.

Most of Asia: Tuesday 30 November 2021.

New Zealand: Friday 3 December 2021.

For the latest advice on international deliveries visit: 

https://auspost.com.au/sending/christmas-sending-dates

Recommended final sending dates for DHL Express:

Monday 20 December 2021.

Place your NV order via DHL Express by 12pm Friday 17 December 2021 to ensure your parcel is shipped before the cut-off date above.

What are my delivery options?

AUSTRALIA POST ARE CURRENTLY EXPERIENCING HEAVY DELAYS DUE TO COVID-19. ORDER EXPRESS POST FOR FASTEST DELIVERY.

Australian customers have the option of their parcel being sent via Standard or Express Post.

For Australian metro areas Standard Post can take up to 4 - 5 business days* and is free. Express Post can take up to 1 - 2 business days* and is a flat rate of $10AUD.

For Australian rural areas Standard Post can take up to 6 - 10 business days* and is free. Express Post can take up to 2 - 4 business days* and is a flat rate of $10AUD. 

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 deliver worldwide. All international customers have the option to have their parcel send via Standard Australia Post or DHL Express.

Standard Australia Post can take up to 30+ business days to be delivered due to the pandemic*. Standard Australia Post locations will be charged a flat rate of $20AUD except for NZ which will be charged a flat rate of $10AUD.

We recommend selecting DHL Express for international shipping as it is a faster and more reliable service.

DHL Express to NZ can take up to 3 - 5 days and customers will be charged a flat rate of $25AUD.

DHL Express for all other international customers can take up to 3 - 5 days and customers will be charged a flat rate of $30AUD.

*Australia Post are expecting heavy delays due to COVID-19. For further information on Australian domestic and international shipping please check the Australian website here: https://auspost.com.au/about-us/news-media/important-updates/coronavirus.

Where do you deliver to?

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

Returns

What is your returns policy?

We value each and every one of our customers and want you to be fully satisfied with your purchase.

We offer store credit notes or exchanges for change of mind items (full priced items only). Please follow the steps under "How do I return/exchange an item" to have your return processed. Unfortunately all discounted items are final sale and cannot be exchanged or returned.

Please note, we do not offer refunds for change of mind purchases. We only offer refunds if the item is considered faulty.

How do I return/exchange an item?

If you wish to return your item please follow the link: https://360.postco.co/nakedvice.

If you wish to exchange your item please email info@nakedvice.com.au.

Have you received my return?

When returing 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.au.

How long after my delivery do I have to return an item?

From the date you receive your order you have 30 days to email info@nakedvice.com.au 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 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?

Our warranty is available for 6 months from the date you receive your order. Warranty of the product will not be honoured 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 info@nakedvice.com.au with your full name, order number and tracking number with a detailed description of the fault. A customer care team member will be in contact with you within 24 business hours.

If a faulty item needs to be sent back to our HQ it will undergo a quality review. If cleared by our quality control team, expect to receive an email outlining our analysis. If we are unable to supply you with a 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.

Product Care

How do I care for my NV purchase?

To ensure durability and longevity of your purchase please read our product care recommendations below.

Leather

Shine your leather by using a soft dry cloth and applying light pressure in circular motions.

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

Getting your leather wet can cause it to swell or wrinkle. If this happens we suggest blotting the leather with a dry cloth and allowing it to air dry in an open space. 

If you do stain your leather, treat it immediately. We recommend taking your leather piece to a leather cleaning specialist.

PU Leather (Non leather / vegan leather)

To clean any marks or dirt, simply take a wipe or a 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.

Nylon

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

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

Hardware (chains / zips)

Keep dry as moisture of any kind such as sweat, humidity or liquids can cause tarnishing so prevent excessive moisture where possible.

You can use a polishing cloth to return shine to hardware.

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.