FAQ’s



Orders:

How can I pay?

We accept Visa, Visa Debit, MasterCard and American Express. We also accept PayPal and prepaid debit cards.

Is it safe to order online?

Of course! We are a member of “Verified by Visa” and “Secure by Mastercard,” which provide additional security when using your cards online. We use industry-standard encryption systems for potentially sensitive information, like your name, address and other critically sensitive information like your credit or debit card details. Information passed between your computer and our site can’t be read in the event of someone else intercepting it.

How do I know you have received my order?

Once you’ve placed your order, you will be directed to an order confirmation message, which will contain your order details. This information will also be emailed to you, but it could take up to 30 minutes to arrive. Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order has been shipped. If an email does not appear to have been received, please check your spam folder.

Can I make changes to my order?

Unfortunately, once you've placed your order, our warehouse team will have already started processing it (we’re fast)! So we would be unable to make any changes.

Can I track my order?

Once you’ve received your shipping email you can check the status of your order anytime. Here’s how: click on 'My Account' and simply place your order number into the ‘Track my order’ box.

Can I cancel my order?

Unfortunately, once you've placed your order, our warehouse team will have already started processing it (we’re fast)! So we would be unable to make any changes. Find out more info on our cancellation policy here.

You may email us here. Please reference your previous order number.

What should I do if I receive an incorrect or faulty item?

We're sorry to hear that! Hit us up within 28 days of receiving your goods via the help page contact us form with your order number, or feel free to tweet us with further details of your issue and a member of our Customer Care team will get on this, ASAP!

Can I exchange an item?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice.

Shipping:

Where do you ship to?

Please refer to our Shipping Rates & Delivery information for further information on shipping here

How much does shipping cost?

Please refer to our Shipping Rates & Delivery information for further information on shipping costs here

Will I be charged customs and import duties?

Depending on the value of your order, your Nasty Gal parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs. Unfortunately, these charges are out of Nasty Gal’s hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected shipping charges at your end.

How long will shipping take?

Please refer to our Shipping Rates & Delivery information for further information on shipping times here

What if I’m not in when my parcel is delivered?

The shipping company may leave the parcel with a neighbour, or if there is a safe, secure location at the property they may leave the parcel there. The shipping company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been shipped to, how to contact them to re-arrange a shipping time or to advise where you can collect your parcel from. If you are a UK customer, please contact Customer Services here if you require further help in rearranging a delivery.

Will a signature be needed for my delivery?

If you or a neighbour is home to accept the delivery, then a signature will be required. If nobody is home to receive the parcel, then our carriers may attempt to leave it in a safe location. A card may be left to advise you of this, or to confirm that the parcel has been returned to the local depot. You can then contact the courier to arrange collection or to schedule a new delivery date that is more suitable for you.

Can I ship to a different address than my billing address?

Of course! You can have your parcel shipped to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, as well as the contact name to ensure your parcel is successfully delivered.

What if my parcel doesn’t arrive?

We ask if you could patiently wait up to 4 days after the promised shipping date to receive your parcel in case of a shipping delay, but we will do our best to get your parcel to you as fast as we can. If you have still not received your order after this time, please contact us stating your order number and we will look into this for you.



Returns:

• Please refer to our returns policy here for further information on how to return your packages.



General:

Do you have a shop?

• As we are a dedicated online retailer, we do not have a shop.

Can I pre-order an item?

• Unfortunately, due to the exclusivity and quick turnaround of our stock, you are unable to pre-order anything at the moment.

How can I contact you?

• Please fill in the Contact Us form on the help homepage or tweet us.



Legal Stuff:

Terms & Conditions

• Click to view T&C’s here

Terms of Use

• Click to view Terms Of Use here

Privacy Policy

• Click to view Privacy Policy here

Cookies

• Click to view Cookie Policy here



Technical:

I’ve forgotten my password, what should I do?

Don't worry if you've forgotten your password! Simply click the Forgot your password? link next to the login button and follow the instructions. Please don't hesitate to contact us if you continue to experience problems

How do I change my email address?

For customer account security we do not allow change of email address, if you need to use an alternative email address please create a new account.

How do I unsubscribe?

Click the 'Unsubscribe' button at the bottom of the email newsletter