FAQs

Help a girl out!

  • COVID-19

    • COVID-19 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 DELAYS 

      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 3 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 DELAYS 

      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 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 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 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 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?

      Mistakes can happen, any issues with your order please email info@nakedvice.com.au

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

      Obsessing over something but can’t seem to find it? Email info@nakedvice.com.au 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. This 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 products are designed in Melbourne, Australia.

      We work alongside a small team in China who are the masters of making our Nakedvice products. Our design team travel to China several times a year to hand pick leathers and trims for all our pieces. 

      We also work with a local supplier in Melbourne who is responsible for bringing our apparel designs to life.

  • 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. 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 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.

    • 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 the Christmas delivery cut-off dates?

      With all the changes we’ve faced over the past few months, 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 Saturday 12 December 2020.

      Send Express Post by Saturday 19 December 2020.

      Place your NV Order via Express Post by Midnight Wednesday 16 December 2020 to ensure your parcel is shipped before the cut-off date above.

      For the latest advice on domestic deliveries visit: https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-domestic-updates

      SENDING OVERSEAS 

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

      USA, Canada, UK, Europe: Monday 16 November 2020.

      Most of Asia: Monday 23 November 2020.

      New Zealand: Friday 27 November 2020.

      For the latest advice on international deliveries visit: https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates

    • 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 4 – 5 business days* and is free. Express Post can take up to 4 – 5 business days* for Australian metro areas 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 ship worldwide. All international locations will be charged a flat rate of $20 AUD other than NZ will be charged a flat rate of $10 AUD for shipping services. Standard international shipping can take up to 30+ business days to be delivered*.

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

    • Where do you deliver to?

      We deliver worldwide! For international customers we use Australia Posts Pack & Track service. For countries outside of Pack & Track destinations, we will use Australia Posts Registered Post service. Unfortunately this service cannot be tracked. Don’t hesitate to email info@nakedvice.com.au 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.

    • Do you deliver to PO BOX’s?

      Unfortunately we cannot deliver to PO Boxes due to size restrictions. Please email info@nakedvice.com.au 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 info@nakedvice.com.au 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 info@nakedvice.com.au 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 info@nakedvice.com.au 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 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?

      Please follow the link provided.

      https://360.postco.co/nakedvice.

    • 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 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 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?

      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. 

  • My Account

    • 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!

  • Rewards

    • How do I join?

      Head to our "Rewards" page on our website and create an account or, click the crown icon in the bottom left-hand corner to launch the rewards app.

    • How does Nakedvice Royalty work?

      Royalty points ensure that you are being rewarded for all of your shopping.

      Every time you shop with us online you will earn points to spend online at the Nakedvice store. 

      10 points = $1.00. Reach 250 points and you get a $25 discount to treat yourself on any purchase over $100.00. 

      Please note, you cannot redeem Royalty points in conjunction with any other promotion. 

    • How do Royalty Referrals work?

      By inviting your friends to shop with us you can be rewarded with online vouchers!

      Invite friends to shop on our online store with a $15 off discount code. If they shop with the code, you will also receive a $15 off discount code! It’s that easy, Queen!

    • How do I earn more royalty points?

      Sign up to our website = 100 royalty points

      Like us on Facebook = 50 royalty points

      Follow us on Instagram = 50 royalty points

      Place an order = 1 royalty point for every $1 spent

    • How do I redeem my birthday gift?

      Your birthday points will be added to your royalty points total. Check your points balance and redeem your rewards by opening the Nakedvice Royalty app, in the bottom left-hand corner of the screen.

  • 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 info@nakedvice.com.au. There are some amazing stores that stock Nakedvice so we will do our best to help you track down what you need!

    • Size Guide

      View 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 info@nakedvice.com.au 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.

  • Product

    • How do I care for my NV purchase?

      How do I care for my NV purchase?

      To ensure durability and longevity of your new NV purchase please read the tips below so that your new investment will last you many seasons to come. We want you to love it just as much then as you do now!

      LEATHER

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

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

      If you do stain your leather, treat it immediately! Depending on the nature of the stain you should be able to lift it after rubbing white chalk on the affected area and brushing it off after a few hours. This should absorb any oil or water marks.

      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.

      Some leathers are softer and suppler than others. If you have dented a delicate leather, we suggest carefully applying a low level of heat to remove any imperfections - this can be done using a hairdryer.

      As leather is animal skin, we advise you condition it using a leather conditioner to prevent drying or cracking in colder weather, just as you would moisturise your own skin!

      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.

      Deep scratches can be removed by heating with a hairdryer. In most cases, once warmed, the scratches will disappear completely.

      SUEDE

      Store away from direct sunlight and cover with the dust bag provided when not in use to avoid any dust build up or colour fading.

      Use a suede brush to retain the look of the suede and to keep it soft, as exposure to dirt tends to harden its feel.

      To prevent any irreparable marks we recommend applying a stain protector then letting it air dry before your first wear.

      If you do stain your suede, use a pencil eraser to gently remove dry marks. You can also try using a fingernail file to remove stubborn scuff marks.

      Taking your suede piece to be cleaned professionally each year will allow it to look as good as new for years to come. Cleaners will be able to treat it in a way that you can’t do yourself and we believe it is worth the upkeep!

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

      Use a polishing cloth to return shine to hardware. If it is tarnished quite significantly, try a silver wash.

      Quick fix home remedies such as baking soda mixed with lukewarm water can help return shine and lustre, but we always suggest seeking out a professional for a long term solution.

  • 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 info@nakedvice.com.au 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 wholesale@nakedvice.com.au

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

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