FAQs

If you need to amend or cancel your order, please reach out to our Customer Care team at info@nakedvice.com.au within 2 hours of placing your order. We’ll do our best to accommodate your request. However, please note that in some cases, we may be unable to process changes or cancellations.

On rare occasions, mistakes can happen. If you receive an incorrect item or find that something is missing from your order, please send us a few photos along with your order number to info@nakedvice.com.au. Our Customer Care Team will be more than accommodating in resolving the issue for you.

Explore our full-price collection in person at our Nakedvice Boutiques. Find your nearest location here.

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 discuss your options and determine how you would like to proceed.

If you can’t find what you are after online, please reach out to our Customer Care team at info@nakedvice.com.au or start a live chat with us. We’re here to assist you in finding the item you need.

Discounts and promotions are valid during the advertised periods only and cannot be honoured outside of this period.

A pre-order allows you to reserve an item that is currently sold out but will be available soon. By placing a pre-order, you ensure that you secure the item in advance, so you won’t miss out when it becomes available.

The expected arrival date for pre-ordered items can be found on the product page.

We cannot guarantee a specific arrival date for pre-ordered items due to potential customs delays and unforeseen circumstances. However, you will be notified of any changes or delays via email.

Once your pre-order is placed, your payment will be processed as usual. You will receive an email confirmation of your order, along with a separate email containing pre-order details.

If you have ordered both a pre-order and an in-stock item and wish to have the in-stock item shipped prior to your pre-order, please email our Customer Care team at info@nakedvice.com.au.

Please note this option is currently unavailable for international customers.

We provide a variety of payment options tailored to your location, which can be found at checkout. Some payment options include Gift Card, PayPal, VISA, Mastercard or American Express.

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

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 them off in 4 equal payments over 8 weeks. When purchasing with Afterpay your goods will be shipped within the normal schedule. 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.

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.

KLARNA
Klarna is an interest-free service that splits your total order value into 4 equal instalments. You will be asked to provide payment details to make your first instalment via credit or debit card. The following three instalments will be charged to the same card. After your first payment, the following three instalments are charged every 2 weeks. There is no added interest and no fees when payments are made on time.

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

Afterpay is only available to Australian customers.

If you’re having technical issues with checking out please contact our Customer Care Team at  info@nakedvice.com.au

Discount codes and store credits 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.

Please note, that discount codes can not be used to purchase Gift Cards.

Our codes are all unique. Please copy and paste the code directly into the coupon code box, and ensure you enter your email address before applying it.

If it’s still not working, check the terms and conditions of the discount code to confirm that the offer is still valid. If the problem continues, don’t hesitate to reach out to our Customer Care team for assistance.

Only one discount code can be used per order.

Yes! You can use a discount code along with your gift card or store credit in the same order. Both gift cards and store credits are valid forms of payment, even when using a discount code.

Gift cards and store credits are valid for three years from the issue date and will be emailed to you with a unique code for use online or in-store. If you purchase an item using a store credit or gift card and need to return it, the credited amount will be reissued to the same card and resent to you.

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 $10 AUD. For orders over $250 AUD, we offer complimentary express shipping.

Express orders placed before 12pm AEST will be dispatched on the same day.

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

STANDARD SHIPPING
Standard Shipping is complimentary for all Nakedvice orders over $150 AUD. All orders under $150 AUD will be charged a flat rate of $6 AUD.

Standard post can take up to 4-5 business days* within Metro Australian Areas and 6-10 business days* within Rural Australian areas.

SAME DAY DELIVERY

Same Day Delivery is available for customers based in Melbourne. Price is subject to your postcode and is calculated at checkout.

Order by 11am Monday-Friday for dispatch on the same day. Same-day delivery is only available Monday to Friday. It is not available on weekends or public holidays. All same day delivery orders are delivered by our partner Rendr. Signature is required upon delivery.

Same day delivery is also not available for PO Boxes, Lockers or Post Office addresses.

In the case of a missed delivery, the customer will bear the cost of re-delivery.

3 HOUR DELIVERY

3 Hour Delivery is available for all customers based in Melbourne. Price is subject to your postcode and is calculated at checkout.

Order by 12pm Monday-Friday for dispatch on the same day. 3 hour delivery is only available Monday to Friday. It is not available on weekends or public holidays. All 3 hour delivery orders are delivered by our partner Rendr. Signature is required upon delivery. 3 Hour Delivery is also not available for PO Boxes, Lockers, or Post Office addresses.

In the case of a missed delivery, the customer will bear the cost of re-delivery.

CLICK & COLLECT

Click & collect is available from our Abbotsford boutique for Melbourne customers. All orders placed before 11am will be packed on the same day and all orders placed after 11am will be packed the following business day. Please note all orders placed on weekends or public holidays will be packed on the next business day.

You will receive an email confirmation when your order is ready for collection.

Click & collect orders will be kept for 21 days from the day you've placed your order. After 21 days your order will be cancelled and we will contact you to arrange a refund. Please allow sufficient time for the refund to show in your account.

INTERNATIONAL
We ship worldwide!

For all countries, we offer DHL shipping and the delivery timeframe is estimated to be 3-5 business days. Shipping costs may vary and will be calculated at checkout.

CUSTOMS AND DUTIES FEES

The product price is either inclusive of all duties and taxes or will be calculated at checkout. We guarantee that there will be no additional duties or taxes charged upon delivery.

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

All product prices either include all duties and taxes or will be calculated at checkout. We guarantee that you will not incur any additional charges upon delivery.

For more detailed information on duties, taxes, and shipping costs specific to your country, please visit our Shipping and Delivery page.

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’re here to help. Please contact our Customer Care team at info@nakedvice.com.au. We’ll assist you with an investigation and work together to find a suitable resolution.

You can view our returns policy here.

Once your return arrives at our warehouse, we will process your request promptly.

Please allow 2-3 business days for processing. During peak periods, processing may take 4-5 business days.

*Transit times are approximate and may vary based on pick-up and delivery locations, as well as customs clearance.

If you suspect that your item is faulty, please send images and your order number to info@nakedvice.com.au. Our Customer Care Team will be in touch to assist you with the next steps.

Items purchased from stockists must be lodged with that store directly.

Shipping costs for domestic returns vary based on the item's weight, typically ranging from $13.00 to $15.00 AUD.

Shipping costs for international returns typically range from $15.00 to $20.00 AUD.

Please note return shipping costs are non-refundable and are the customer's responsibility.

If an order is returned due to an insufficient address or similar issues, our Customer Care team will reach out to arrange re-delivery at no additional cost.

Please note, that if you choose to return an order by refusing the parcel or marking it as 'Return to Sender,' a $10 shipping fee will be deducted from your refund.

You’re welcome to return your order at any of our boutiques. Find your nearest location here.

Gift card & store credits are non-refundable. We can return funds back to the gift card/store credit only.

Items marked as final sale or purchased during a warehouse sale are not eligible for a refund, exchange, or store credit.

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.

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

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.

You can view your point balance on your account page.

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.

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

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

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.

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

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

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.

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

No. Only one discount can be applied at checkout.

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.

For any additional sizing and fit questions please reach out to our Customer Care team.

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 baby 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.

Please do not soak your Nylon Nakedvice bag as this can damage the fabric and cause watermarks.

Much like our leather products, we suggest keeping Nylon away from abrasive surfaces 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

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-picks all materials, leathers and trims for all our pieces.

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.

Nakedvice is not responsible for the replacement or repair of items purchased through third-party stockists. If your item was not purchased directly from Nakedvice, please reach out to the stockist from whom you made the purchase to handle any returns or issues.

If a manufacturing fault occurs under normal use (not wear and tear), please contact our Customer Care team at 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 that all faulty products will be subject to a quality review upon their return. Once our quality control team has completed their assessment, you will receive an email detailing our findings and potential resolutions. If the faults are determined to be manufacturing defects and fall within the warranty period, we will be able to offer a repair or replacement for the item.

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.

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

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

Extra 20% Off Sale Items. This offer is available Online at www.nakedvice.com.au only and available from 8am AEST Wednesday 28th August 2024 for a limited time only. This promotion is valid during the advertised period only and cannot be honoured outside of this period. Offer available on sale items only. Discount auto applied at checkout. If you are experiencing difficulties with redeeming this offer online, please contact our Customer Service team prior to placing an order.