The information below provides an overview of our Returns Policy. Customers should read our Terms & Conditions for full details of our Cancellation, Returns and Refund Policy.
I need to speak to someone regarding my order?
We are here on hand to help you with your order and any questions you may have:
Monday to Friday: 09.00 - 17.00
Phone: 01986 781 663
Email: [email protected]
If for some reason you are not 100% happy with the products that you have ordered from us or if you need to return them for any reason, you can do so by contacting us within 14 days of receipt of the product(s). We will be more than happy to offer you a refund* provided that the products are returned to us complete and in perfect condition.
*Please note that our 14 day returns guarantee does not apply to items on an ‘SP” product code, non-standard, customized/bespoke/ special order, made-to-order or ordered in especially products. Please refer to our Terms & Conditions for further information.
How do I return a product?
Under our 30 day extended returns policy, all we ask is for you to please contact us within 14 days of receiving goods by email to [email protected] to inform us that you are going to return the product.
Please quote your order number in the email and the product(s) you wish to return – we need this information to be able to authorise the return and without this information we cannot authorise the return. We will then reply to you within 48 working hours with a Returns Autorisation Form.
For Trade orders and Trades Programme Orders: Returns on Trades Programme or Commercial orders are up to our own discretion.
Please do not return any products to our warehouse until you have received a Returns Authorisation Slip from us.
The Returns Autorisisation Slip will have details of where to send your returned item(s) to and also guidelines about how to return to us and what condition is acceptable. When returning your item(s), please ensure you include Returns Authorisation Slip within the returns parcel for speedy processing on return to our UK warehouse so that your refund can be applied as soon as possible to your original method of payment.
Once the items have been received in our warehouse, please allow up to 14 working days for the item(s) to be taken in, checked and then for the payment to be refunded to your original method of payment.
Sale items are returnable at our discretion. Sale items with a discount of over 50% are non-returnable. All items with an 'SP' product code are non-returnable.
Important Information about the condition the product has to be in;
The product and it’s packaging has to be in a new, perfect condition as received for us to accept the return. Please make sure that if returning a product, it is in the new condition that it was received in and with ALL packaging.
Please make sure that the item(s) you are returning is/are adequately packed so that it/they will not get damaged in transit. If you have opened any boxes to examine the product we recommend that you take care with the packaging and try not to damage it as the packaging is specifically designed for the product. Once the item(s) received by us, all items will be examined and inspected upon return so if you fail to take reasonable care of the goods before they are returned to us, which results in damage or deterioration, the appropriate charge will be deducted from the refunded amount.
As it is your responsibility to ensure the item arrives back with us as you sent it; we strongly advise items are returned insured and/or signed for as we cannot be held responsible if the return goes missing or gets damaged in transit. Under our Returns Policy we cannot accept responsibility for goods that are lost or damaged in transit back to the warehouse.
Can you collect goods from me?
Unfortunately a collection service is not something we currently offer at Naken.co.uk.
What if my goods arrive damaged or faulty?
Where possible, we require you to check the items immediately. Therefore, once you have taken delivery of your order to ensure your items have been delivered safely in transit, please check the contents thoroughly as soon as you possibly can. In the rare event that your parcel arrives damaged, please:
1. Accept the delivery but make your delivery driver aware of the damage and, when you sign for the goods, write ‘damaged’ alongside your signature on the delivery paperwork.
2. If you are unable to open and inspect the goods, when you sign for your delivery please write 'unchecked' alongside your signature on the delivery paperwork.
In the unfortunate and unlikely event that you receive your order in a faulty or damaged condition, please email us within 48 hours of receiving your order at [email protected], complete with your order number, a short description of the problem and photographs of damage or fault, including images of the product box and delivery box - this will help us process your claim accordingly and as quickly as possible.
It is also very important that you keep all the original packaging, including delivery boxes and repack the item with care.