FAQs

Orders are processed quickly to ensure fast dispatch. As a result, we are unable to cancel orders once placed.

We will do our best to accommodate address changes or order amendments, but we cannot guarantee these can be made due to the speed of our fulfilment process.

If you need to make urgent changes to your order, please reach out via email at info@nakedvice.com.au 

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. 

We also offer Afterpay, Laybuy and Klarna (country dependent). 

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.

Store credit 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.

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.

If an item you love is sold out, sign up for our back in stock email on the product page and you’ll be the first to know when it’s restocked. Can’t find what you’re after? Reach out to our Customer Care team at info@nakedvice.com.au or start a live chat with us. 

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.

Please note, if you place an order with 2+ items, we are unable to split orders that include both in-stock and pre-order items. To receive your available items sooner, we recommend placing two separate orders.

Promotions are valid only during the advertised period and can’t be honoured before or after it. Some promotions apply automatically at checkout. For code-based offers, enter your code in the discount field at checkout. If you have trouble redeeming an offer online, please contact our Customer Service team before placing your order. We can’t apply discounts after an order has been placed.

Sale items can be returned for an exchange only. Items marked as final sale aren’t eligible for a refund, exchange or store credit. For more information, please visit our returns page.

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 your discount is 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.

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

We offer worldwide shipping. You can explore all available delivery options on our shipping and delivery page here.

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.

You can view our returns policy here.

We’re introducing Checkout+, an optional return protection service available at checkout for all orders in Australia. Choosing Checkout+ is completely optional. 

With Checkout+: If you added Free Returns with Checkout+, your return is free, whether you choose a refund, store credit or exchange.

Without Checkout+: A flat $15.00 AUD return fee applies to all returns, including refunds, store credit and exchanges.

For international returns, please view the applicable fees here.

Once your return arrives at our warehouse, please allow up to 5 business days for processing. You will be notified via email once your return has been processed. 

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

You can exchange any item purchased on our website through our Returns & Exchanges Portal. 

Exchanges are free if you added Checkout+ to your order. If you didn’t, a $15.00 return fee will apply, but we’ll still ship your new item to you free of charge.

If you believe your item has a fault, please contact our Customer Service team with your order number and images of the fault within 5 days of receiving your order. 

We classify an item as faulty if it has arrived damaged, or if a fault has occurred within 3 months from the order date. Damage outside of 3 months, is considered normal wear and tear.

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

You have 7 days from purchase to return your item/s. All return requests must be completed within this period.

Boutique purchases cannot be returned to the online store. Please visit your nearest boutique to return your items.

We want every customer to love what they order, which is why we offer a flexible returns policy. To ensure fairness for all customers, we reserve the right to deactivate accounts where an unusually high returns rate is identified.

For returns of 5 or more items, you may be asked to cover the return shipping cost.

Both of the above are reviewed at our discretion. If you believe your account has been restricted or charged in error, please don't hesitate to reach out to our customer care team, who will help resolve the issue with you.

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  visit out Care Guide.

Prefer to shop in person? Find your nearest Nakedvice boutique, along with opening hours and contact details, on our Locations page.

Click & Collect is available in both of our Melbourne Boutiques. 

To place an order, simply check out as normal and select Collect from your chosen store at checkout. 

Some styles may not be available for Click & Collect from our boutiques. The collection option will only be provided if all items in your cart are available for pick-up. 

All products ordered through the pick-up service are subject to availability. This means that whilst we will do our absolute best to ensure the availability of products you ordered, there may be instances where the products are out of stock in our boutique.

If this happens, you will receive communication from us notifying you whether part or all of your order is unavailable. If the item/s are available in our warehouse, we will offer you the option to have it shipped to you. Otherwise, we will proceed with a refund to your original payment method.

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 live chat (Available Monday to Friday, 8AM - 4PM excluding public holidays). 

Our team are based in Melbourne, Australia. Public holidays for 2026 are as follows: January 1st and 26th, March 9th, April 3rd, 4th, 5th, 6th and 25th, June 8th, September 25th, November 3rd, and December 25th, 26th and 28th.