Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at nakdvalley@gmail.com. Please note that returns will need to be sent to the following address: 10 Obidos Way, CAVERSHAM Wa 6055.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at nakdvalley@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at nakdvalley@gmail.com.
Before making a purchase, please read our Policy.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
For any issues with your order, please reach out to us at nakdvalley@gmail.com within 14 days of delivery. We are more than happy to resolve problems related to manufacturing defects, missing items, incorrect shipments, or items damaged during transit, as long as you can provide photographic evidence within that 14-day window. If you do not contact us within this timeframe, we will assume that you are satisfied with your order and that everything is in good condition.
We will not accept any claims after seven (14) days of receipt.
No refunds will be given for shipping delays as they are outside of our control.
Due to the handcrafted nature of the items, variations between products are to be expected.
All sales are final. No cancellation, exchanges or refunds for change of mind. We are unable to offer a refund or a replacement if you don’t like the scent you ordered.
If an incorrect item is shipped, Nakd Valley will ask the customer to return the wrong item using a prepaid shipping label to receive a refund. We kindly ask that customers reach out to our support team to start the return process. After we receive the incorrect item and confirm its condition, we will quickly process the refund for the correct amount.
Cancellations are never offered once an order has been placed. However, in extremely rare and exceptional circumstances where a cancellation request is approved by us, a 20% restocking fee will be applied.
The customer will bear the re-shipping costs if the address is entered incorrectly, if the parcel is redirected to another address, or if it is not collected from the post office in a timely manner. Once we receive the returned parcel, we will send you an invoice via email detailing the re-shipping charges along with any return to sender fees. After the payment is completed, we will proceed to reship the parcel.
Please verify that your shipping address is accurate during the checkout process. Orders are dispatched to the address provided, and once shipped, we cannot redirect or retrieve a parcel. We are not liable for packages delivered to incorrect or outdated addresses entered at checkout. To prevent any complications, kindly double-check your information before confirming your order.
Some orders are sent with signature on delivery. Nakd Valley is not responsible if a parcel is collected by an unauthorised person.
To start a return, you can contact us at nakdvalley@gmail.com. Please note that returns will need to be sent to the following address: 10 Obidos Way, CAVERSHAM WA 6055
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at nakdvalley@gmail.com.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
If you receive a product/s that you believe has manufacturing issues, we will require photographic evidence within 14 days of delivery.
If photographic evidence is inconclusive, we will require the product/s to be returned to us for assessment. We will only be able to issue refunds of approved returns. Please contact us prior to returning items.
Items received without a return form/unauthorised returns will not be refunded.
The customer is accountable for returning the product(s) to us. We ask that you package your return securely and send it through Insured Registered Post or Courier to guarantee its arrival. Please note that we cannot be held liable for any products that are damaged or lost during transit.
All items returned will be carefully checked by our Quality Control Team. If it is agreed that the product has manufacturing issues, our liability is limited to a refund of the purchase price or replacement of the item in your next order, along with the refund of reasonable postage costs for the Returned Product. All refunds will be paid in the same form as the original purchase or to the same credit card used to make the original purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at nakdvalley@gmail.com.
Order Issues
Please contact us at nakdvalley@gmail.com within 14 days of delivery if you have an issue with your order. We will gladly address any problem relating to manufacturing issues, missing items or items damaged in transit providing you are able to provide photographic evidence within 14 days of delivery. If you do not let us know within this period, we will assume that you are happy with your order and that your items are satisfactory. We will not accept claims related to manufacturing issues, missing items or damage in transit after seven (14) days of receipt.