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Returns & Exchanges

NAKED OFFICIAL RETURNS POLICY

Naked Official will refund any items that you are not completely happy with, for any reason including change of mind. The item must be returned in a saleable condition, unworn with swing tags attached, in accordance with the requirements detailed below, and in our terms and conditions. Refunds will be credited to your original method of payment within 7 days receiving the item and refund being approved.

 

Returning a product is easy!

Lodge your online return request

Please ensure you read the Returns Policy below prior to submitting.

If you checked-outĀ  as a guest, please CLICK HERE to lodge return request.

Returning a Product

Please follow the guideline below to ensure you process your return successfully

  • The return request must been made online, and shipped back to our head office within 14 days of Purchase.
  • The return is packed with an external mail bag, satchel or box to cover.
  • All garments are unworn, with no marks and are in a saleable condition. Items cannot be damaged, washed or altered in any way.
  • Original packaging and receipt is returned with garment.
  • Items must be returned via Australia Post only.

Once you lodge your return request, we will provide you with a returns label from Australia post within 24 hours. Provided your return is approved and within the 14 day period.

To complete the return form, you will be need to enter your original invoice number, and e-mail address that you used to complete the purchase. If you are unable to locate these, please contact customer service for assistance. Once you complete the form, you will receive a confirmation email, with instructions on where to send your return.

 

Once the garment is received, It will be assessed to make sure that it meets the criteria above. When complete, refund will be credited to your original method of payment within 7 days of approval. If the garment is assessed and fails to meet the criteria above, is worn, damaged, missing swing tag, or altered in anyway; head office will contact you to further discuss instructions. This will cause your refund to be rejected and the order returned to you at your cost. Please note that shipping charges may apply in certain circumstances as detailed in the terms and conditions.

 

For any change of mind return, your item must be sent to our head office within 14 days of the order date. We encourage you to lodge a return request online asap, complete the online form and process the delivery within 10 days of your order, so we can receive it before the 14 day time frame. Any unforeseen delivery delays will be taken into consideration.

Afterpay Refunds

When we receive the goods and provided all conditions are met, we will send you an email accepting your request and Afterpay will be notified. All future payments for that order will be cancelled. If you have already made one or more payments, the installmentsĀ paid will be refunded to the credit/debit card that you used to place the order. Afterpay will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 5-7 business days to process this amount.

 

Please note, you will be liable for all payment amounts until Afterpay receives confirmation from Naked Official that a return has been accepted.

Faulty Goods

In the case of a fault or major failure in a garment, Naked Official will refund or replace your item. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Any faulty item claim is not subject to the 15 day returns time-frame, however, must be made within a reasonable time of receiving the goods. Outside the above time-frame, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If the faulty garment claim outside of the 15 day return period, please email your contact details, order number, SKU code and description of the fault to customerservice@nakedofficial.com.au. We will respond to your email and provide you with additional information so that the claim may be submitted and assessed.

Where a failure does not amount to a major failure, Naked Official is entitled to choose between providing you with a repair, replacement or other suitable remedy. To obtain compensation, you will need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Naked Official to comply with a consumer guarantee under the Australian Consumer Law.

Your shipping fee will be waived if your garment has been assessed by Naked Official as being faulty, not of acceptable or merchantable quality, not fit for a particular purpose or does not match the description of the product.

We are unable to process or accommodate garment exchanges through the online store at this time. If you wish to exchange a garment for a different size, style or colour, please contact customer service or follow the returns process and initiate a new and separate order.