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FAQ\'s

FREQUENTLY ASKED QUESTIONS (FAQ)

How do I purchase online?
How can I contact customer services?
How can I cancel/change my order?
Can I pay with a debit card?
Will my parcel be gift wrapped?
Has my order been dispatched yet?
I have received an incorrect item
Part of my order is missing
I have received a faulty item
How do I return an item?/How do I send goods back for an exchange?
When will I receive my refund?
I can't find my size online
I am having problems placing an order?
What shipping company do you use?

 

The most common FAQ's:
How do I purchase online?
Shopping with notnaked could not be made easier. You don't have to create an account. All you have to do is browse our website, select the item you would like to purchase, choose your size from the drop down box and add to your basket. Once you have added all the items to your basket, click on 'view your basket' and continue to the checkout.

How can I contact customer services?
You can contact Customer Services via the email or phone, the details on how to do this are on our contact us page. We are usually very quick at responding and will contact as soon as we can.

Alternatively please write to:

Young and James Limited
Trading as notnaked.co.uk
3 Joyce Lane
Heacham
Norfolk
PE31 7DA

How can I cancel/change my order?
If you wish to cancel or change your order please use our Online Customer Contact Form to submit your request. We will endeavour to respond within 2 working days. Please note, if we are unable to amend your order we will cancel the order and advise you to resubmit the order. If we are unable to cancel your order, please refer to the returns and exchange procedures. Please note, your credit/debit card will only be charged once. Alternatively you can contact the customer service department

Under the Distant Selling regulations you must confirm in writing if you wish to take part in the 7 day cooling off period from receipt of your parcel.

Can I pay with a debit card?
Yes, you can use your debit card under the credit card option.

Will my parcel be gift wrapped?
We give our customers the option to choose if they would like to have the order gift wrapped. For most sexy lingerie items, these are already in their own gift packaging boxes.

If you do not require the gift boxing, your order will be wrapped in tissue paper inside the bio degradable packaging.
Please Note we are only able to offer one gift box per order.
If you wish your items to be wrapped separately you will need to place separate orders. 

Has my order been dispatched yet?
Once your order has been dispatched we will send you an e-mail with the details. If you have not  received this, please contact us using our Online Customer Contact Form and we will look into the issue for you.

I have received an incorrect item
We apologise if you have received an incorrect item and unfortunately, on rare occasions, errors like this can happen. Please return the item to us and indicate if you would like a refund or a replacement. We will refund you for the postage costs incurred

Part of my order is missing
Although we endeavour to dispatch all your items together, there may be times where things have to dispatched separately. Firstly please check your invoice to see which items you have been charged for.
We apologise if you have been charged for the goods but the item is not included in your parcel. Please contact our Customer Service team with the details of the order and we will look into this issue.

I have received a faulty item
All of our garments are from UK based manufacturers who manufactured with care and attention and we do not expect you to receive anything other than the best quality. We are very sorry if you have received a faulty item. Please send the goods back and we will replace the garment/s for you. Alternatively contact our Customer Serviceteam for further assistance. We will refund you for the postage costs incurred

How do I return an item?/How do I send goods back for an exchange?
If you are dissatisfied with your purchase, or you selected the wrong size we are pleased to offer a 100% refund or exchange guarantee within 14 days of receipt providing they follow our company requirements. The goods should be unworn, all labels intact and all garments should be a proper resalable condition.
Please note, postage will need to be paid when returning goods.

When will I receive my refund?
notnaked will process your refund within 7 days of receipt of your parcel. You will receive an e-mail once it has been processed.(Please note this may take longer during sale and peak periods).
After you have received your refund please allow a further 5 – 7 days for the refund to show on your account. This can sometimes vary according to your bank or card issuer. Unfortunately we are unable to control this time frame.
All credits will be processed to the same card the order was originally purchased on. If we are unable to process your refund (i.e. if your card has expired) we will contact you for alternative card details. We regret to advise, we are unable to issue cheque refunds. 

I can't find my size online
We understand how frustrating it is when your size is not in stock. Our stock levels are updated every day, so we would advise you to keep checking the website. Alternatively, please contact our Customer Service team for further assistance.

I am having problems placing an order?
There are times when the internet browsers and servers can get interrupted which can cause problems or delays with placing an order. If this happens, please close the browser and try again. If the problem still occurs contact our Customer Service team and we can place the order for you.

What shipping company do you use?
Our orders are dispatched and delivered to you by Royal Mail. For any further details go to www.royalmail.com. However, from time to time, we reserve the right to use an alternative delivery company to cover times such as strike actions etc.

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