Skip to Content (Press Enter) Skip to Footer (Press Enter)

FAQs

We’ve got your back—find all the things you want to know, right here.

Customer Service

Returns and Refunds

We're bummed things didn't work out for you, but here's the good news: You've got 28 days to send something back to us from the day you receive it. Just click the link here and follow the steps below. You can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.


1. Repack your items.


2. Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.


3. Select your preferred return option (Print returns label at home or in store options).


4. Once you have processed and paid for your return in the portal you're ready to post it off! Make sure you keep proof of postage!


5. Keep an eye on your return tracking. You'll get an email once we receive your returned item.


Good to know... We've gone paperless! You'll no longer receive a delivery note in your parcel. Select your preferred return method and get your trackable returns label, just follow the easy steps above.


For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.

This does not affect your statutory rights.


A lot of our production is based in the UK, which means our products will come with UK sizing. You needn’t worry though; every style has been converted accordingly to match the sizing in your country.

A typical refund will take up to 28 days, that’s 21 days you returning and us processing and up to 7 days for it to make its way through the banking system.


The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way.


If you’ve waited for more than 28 days, please let us know by using the Contact Us tab on this page.

We're bummed things didn't work out for you, but here's the good news: you get 28 days to return your items starting from the day you receive your dispatch email.


Here's the fine print:


Items must be unworn and unwashed

Pierced jewellery and fashion face masks cannot be returned for health and hygiene reasons and are non-refundable

Once the seal is opened on our intimate toys they can no longer be returned or refunded

Underwear and swimwear can only be returned if the hygiene seal has not been removed

Beauty products and accessories cannot be returned for hygiene reasons

Shoes must be tried on indoors

Items must have all tags attached

Over 28 days? We move fast and the turnaround of stock we sell means that we will not be able to resell your goods. So unfortunately we cannot accept returns that are over 28 days.

You'll no longer receive an invoice in your parcel. Please use the returns portal to get your returns label. Ready to return? Just click here.

If you need to return more than one order, please keep your orders separate, as returning more than one order in a parcel may delay your refund. Ready to return? Just click here.

Refunds are sneaky things and can show up in a couple of places:


1. Normally it shows on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times)


2. If it’s not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 7 days after this date depending on your bank’s processing time)


Still can’t see it? Give us a shout on the Contact Us form.

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' tab, to help us get this fixed for you ASAP. When you first contact us please include the following information;


Your Name, Order Number, Product Name and Code, Picture of the fault and a Description of the fault.


If you contact us via the 'Contact Us' tab please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

It can usually take up to 28 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse, processed and refunded.


On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer). If you paid for your order with a gift voucher or store credit, this will be credited back to your nastygal.com account.


We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

We don't refund shipping charges for those countries listed outside of the EEA.