Thank you for visiting our Frequently Asked Questions page.  Our Customer Concierge team is here to assist, and perhaps there are answers already available to you in this section.  If your question wasn’t found here, please reach out to us at Concierge@NaughtyNaly.com and a member of our team will get back to you within 24 to 48 hours. 

General Questions

Can I change my order?

Unfortunately, we can’t change any information on an existing order once it has already been processed for shipment, including details like your shipping address, billing information, item, size, or quantity. We also cannot cancel orders after they’ve been processed.

If you haven’t yet received shipping confirmation, we may be able to process an address change or cancellation. Please reach out to us at the email listed above, select the appropriate category, and we’ll make every effort to accommodate your request!

All orders are subject to our return and exchange policies. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

Once I place an order, when will my account be charged?

If you place an order on our store, you will be charged for the full cost of your order immediately. If you see any additional pending charges on your account, please allow up to 3 business days for them to reverse. If they do not reverse and you believe there has been a billing error, please reach out to us at the email listed above.

Can I order over the phone?

Unfortunately, we’re only able to take orders electronically through the website currently.  If you’re having issues viewing the website, placing an order, or accessing products please contact us and we’ll make every effort to place an order on your behalf. Thank you!

Do you have different sizes available?

The sizes, colors, and options available on the website is the inventory we carry in stock.  If you don’t see a certain size, color, or option then it isn’t available.  We only list items that we currently have in stock. 

Do you offer discounts or promo codes?

Yes, we absolutely offer discounts and/or promotional codes during certain times of year or special occasions.  A great way to receive 15% on your first order is to join our e-mail list.  You’ll immediately get the discount and gain access to monthly e-mail updates with the latest products, discounts, events, and promo codes.

Will I be charged a sales tax or VAT?

We’ve already included the cost for sales tax and/or VAT into the final price of the products on our website.  You will not be charged extra for this.  Orders may be subject to additional shipping costs depending on your location. Please read the shipping section below.

When can I purchase sold out items?

Sold out items can be purchased again when they come back in stock.  Please recheck the website or contact our concierge team to inquire about a specific item.  Include the link to the item if available so we can better assist you.

SHIPPING Questions

When will my order ship?

After you place an order, we typically ship items in 3 to 5 business days.  Some items may take longer to create or produce and will take longer. Shipping and delivery dates are not guaranteed and may be subject to change based on the season, partnerships, and item destination.  We make every effort available to ship all items as swiftly as possible.

Can I have a tracking number?

Yes, after your order is processed and shipped an email with the confirmation and tracking code will be sent to the email you used to place the order.  Please check your spam filters in case it slips in there and be sure to add us to your safe email addresses.

How long will it take for my order to arrive?

Domestic orders normally arrive within 7 – 14 days of shipping, unless otherwise noted. International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.

Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We unfortunately can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.

Please note that shipping delays will occur if you provide an incorrect address at checkout.

If your package is returned to our facility due to a shipping error, we’ll reach out to you via the email address provided with your shipping information. If we don’t get a response within 5 business days, we hold the right to refund your order. This applies to all merchandise orders including any pre-order sales.

How long will it take for my order to arrive?

You have up to 30 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.

For orders shipping within the US: if you have not received your package within 3-4 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you.

For orders shipping outside of the US: if you have not received your package within 6 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you.

If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us at the email listed above to look into it for you.

Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.

My tracking number says my package was delivered, but i don’t have the package. Where is my package?

Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbors and still don’t have it, please reach out to us at the email listed above and we’ll do our best to help!

My order is shipping to a country outside of the United States. Will I have to pay customs/import fees to receive my order?

Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.

Customs fees are calculated based on the contents of each package. If an order arrives via multiple packages, customs fees will not increase but rather be collected upon import of each parcel.

If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.

Returns & Exchanges

How do I begin the process of returning my order for a refund or an exchange?

Please contact our team by emailing us at the email listed above before shipping your package to us. If you ship an item to us for a return or exchange without contacting us first, we can’t guarantee that your request will be processed.

How long after my order can I submit a return or exchange request?

Returns or exchange requests must be made within 60 days of the date you receive your order. Please note that limited edition items are not eligible for exchanges.

Will you accept returns of product in any condition?

Items must be returned in their original condition and packaging, with tags attached. Returned items cannot be washed, worn, used, or altered in any way.

Am I able to return an item received in a bundle for a refund?

No. If you wish you return an item received within a bundle for a refund, you must return the full bundle. Partial refunds will not be provided for items within a bundle unless there is verified damage to that item. 

Who pays for my return?

You will cover the cost of return shipping, except in any case where we are responsible for the cause of the return or exchange (see “Damaged, Incorrect, or Incomplete Orders”).

How long will it take for me to get a refund on my returned item?

Please allow 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed, but can occasionally take up to 10 business days.

Damaged, Incorrect, or Incomplete Orders

What do I do if my order arrived damaged, incorrect, or incomplete?

If your item arrived damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong, and helps to make sure we prevent similar issues for you and other customers in the future.

We are only able to process a refund or exchange for damaged and/or incorrect items within 60 days from the date you received the order.

Once we receive the photos, we’ll issue a return label to you via email. Once the affected item is shipped back to our warehouse, we’ll ship you a replacement. Please reach out to our team right away by emailing us at the email listed above. We’ll resolve your issue as soon as possible!

We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.

What if the item I ordered arrives and it doesn’t look like the photo on the store?

Often times the images used on the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out.

Feel free to reach out to our team if you feel that the product you received differs greatly from the digital mock-up on the store. Be sure to send a photo or two so our team can see the difference to better help you.

Digital Items, NFTS & Digital Art

What is a digital item, NFT & digital art?

These are items that can be purchased and owned by you in digital form.  It can be owned by others or be sold to you exclusively depending on the item.  These may be described as digital art, graphic art, or non-fungible tokens (NFTs) which are pieces of digital content that can be purchased using different types of currency.

How do I obtain my digital item, NFT or Digital art?

After purchasing your item successfully, you will receive a confirmation e-mail and gain access to download your item.  We recommend you download the item and save it on your phone, desktop, or tablet before sharing it online.  You can also reach out to a member of our team if you need to retrieve an order.

Can I get a refund on my digital item, NFT or Digital Art?

Digital item purchases are non-refundable. All digital items, NFTS, digital art or streamable music sales are final, complete, and non-refundable. Under no circumstances are we able to refund the portion of your order that contains digital music. If you have trouble accessing the item(s), please reach out to us at the email listed above and we’ll make sure you can access your music as soon as possible.