Shipping and Delivery
What are the days of Operation?
Monday - Friday: 9:30am - 6:00pm
Please understand that we have HUNDREDS of questions & queries each day and we won't always get to yours until a later time or even a day or two after depending on the volume.
HOLIDAYS: 24th & 25th December and 1st January
Duties, Taxes and Handling Fees
Any item valued over CAN$20 is subject to duty and tax fees and a CAN$9.95 or more handling fee.
If you buy goods online from outside the EU for delivery to the UK, you'll have to pay Customs Duty (if over £120 value) and Import VAT (if over £18) on top of the purchase price (including duties), though Customs Duty is waived if the amount of the calculated duty payable may be £10 or less.
ALL Other Countries
Please contact your Custom Offices or the office responsible BEFORE making a purchase for the necessary information.
How much does shipping cost?
We strive to maintain low shipping costs. The shipping price associated with each basket is displayed at checkout. The cost varies depending on the size, weight and destination of your order. Once your basket size is over $25, the shipping fees will be waived.
Where does my order ship from?
It ships straight from our fulfillment centers which we have located close to our manufacturers. By shipping it from our own centers, we have the possibility to do one last quality review and package it for you personally.
Orders are processed between Mon - Fri from 9:30am - 6pm. Any orders made after 6pm will not be processed until the following day.
Any order made after 6pm on Friday will not be processed until the following Monday at 9:30am.
How do I change my shipping address?
You can change your shipping address before your package is shipped by contacting firstname.lastname@example.org during our working hours.
Our Working Hours are from Monday to Friday 9:30am-6pm (noon)
Once your package has shipped (FULFILLED), it's no longer possible to change the address. We recommend contacting your LOCAL POST OFFICE with your tracking number to see if they can reroute your package to another address or if they can hold it for you so you can go in and physically pick it up.
What if my item arrived damaged in delivery?
If an item arrived is missing parts, is faulty, is defective or has been damaged during manufacturing, please contact us at email@example.com as soon as possible (ideally within the same day of receiving your delivery) with the image/video clearly illustrating the problem attached
In a case with a faulty, damaged product or an item with missing parts, we will work collaboratively with you to find a solution that would best suit your case as the best solution may vary on every item and situation. Examples of one or combination of solutions we may arrange for you are as the following,
Send you any missing or damaged parts or components
Replace the product
Suggest a self-repair (with an offer of a compensation)
Offer a partial or full refund in form of a store credit voucher or cash refund
If we ask you to return the damaged product to us, we will pay the cost of the return.
What if I got the wrong item delivered?
If you have received a wrong item, please let us know as soon as you can (ideally within the same day of receiving your delivery). We will offer to send you the product you ordered and arrange for the return of the wrong item shipped at no cost.
Returns and Refunds
How do I return a product?
It is our goal to have you buy with confidence from us. If you make a purchase not listed below and you are not completely happy with it, we will happily refund you, providing you process your return request HERE, by contacting us at firstname.lastname@example.org within 7 days from the date of receiving your order.
All purchases EXCEPT Hair Extensions, Make Up (eye shadow, lipstick, powders etc), Swimwear & Underwear (any item which was created/designed/manufactured to come into NAKED contact with or cover your "Private Bits" including bras, panties, boxers, briefs, lingerie, tights, stockings/pantyhose, teddy/bodysuits), may be returned in 7 days from the date of delivery for a refund. Due to hygienic reasons we will not be able to refund you for these purchases.
ALL PURCHASES MENTIONED ABOVE ARE FINAL. Once the product is UNUSED, ALL PIECES/CONTENTS ACCOUNTED FOR AND STILL HAS ITS ORIGINAL PACKAGING WITH TAGS AND STICKERS. IF A PRODUCT IS USED, ALL PIECES/CONTENTS ARE NOT INCLUDED OR THE ITEM IS NOT IN THE ORIGINAL PACKAGING, WE WILL NOT ISSUE A REFUND. WE DO NOT COVER SHIPPING COSTS.
To return an item, please contact email@example.com with reference of your order number. We will get back to you shortly with detailed instruction in 1-3 business days. Please note that we do not cover your Return Shipping costs.
How do I cancel my order?
You can cancel your order before your package is shipped by contacting firstname.lastname@example.org during our working hours.
Our Working Hours are from Monday to Friday 9:30am-6pm.
Once your package has shipped i.e marked as "FULFILLED", it's no longer possible to cancel the order. WE CANNOT CANCEL OR REFUND AN ORDER "IN-TRANSIT".
I cancelled my order. How will I receive my refund?
Depending on your payment type, your refund will be automatically applied back to your account. Please allow 5-10 business days for the refund to appear in your account. In some cases, especially with credit cards, your original charge may disappear entirely from your statement and you won't see a refund in your account.