Due to the intimate nature of the products sold, there are limitations to what can be returned. items may only be returned if the product is defective upon arrival. We will not accept returns for items that are not defective.
Damaged Items
Alll items shipped from our warehouse locations are found to be in perfect condition with the retail packaging in a good presentable condition as well. If you receive an item from us that is not in the above-mentioned condition, you must contact us within 5 days of your receipt to ensure a remedy is provided in a timely manner.
Refunds
We can only offer exchanges for any damaged or defective items. Refunds are managed on a case by case basis by CCBill.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item or have questions related to refunds and returns, please reach out to us via our contact page.
Custom-made Items
We do not offer any refunds, exchanges or returns for any custom-made items Refunds and cancellations are not permitted for any order after 24 hours of placing an order for custom-made items. The reason for this is that once an order is placed, work on the order commences shortly thereafter and expenses are incurred by our business and partners as part of the production process.
We offer complimentary alterations and will remake your garment if it is deemed unalterable by our staff.
For any items purchased with a promotional discount or gift certificate, the coupon or gift certificate will be refunded before another payment source.
Wear and Tear
Upon receiving your products from either Naked Factory Shop, it is your sole responsibility to inspect your products and report any damages or defects within 7 business days. Please reach out to us via our contact page with any issues.
We cannot be responsible for damages that are caused by personal wear and/or wear and tear that is caused from use or overuse. To be clear, our warranty does not cover damage caused by a personal accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use.
Please keep in mind that certain items can be very delicate; some products need to be treated with the finest care. If you want some recommendations on best practices to enhance the longevity of your purchase, please reach out to us via our contact page.. Dry-cleaning your garments regularly is not recommended. Most dry cleaners use harmful chemicals and agents that destroy or break down the fabric, thereby diminishing performance and durability.
Any holes that result from normal wear and tear will be deemed the responsibility of the client. We are committed to helping you find a solution to repair your garment but each instance will be handled on a case by case basis.
Shipping returns
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Please reach out to us via our contact page. with any other inquires.
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