***Response time delays***

Our Customer Service team are really busy at the moment so may take longer than normal to get back to you. This could be up to 8-10 hours for Facebook, Twitter and WhatsApp, but we do have a normal response time on email of up to 24 hours. If your order is related to shipping, we are aware of some delays with the carriers which may be affecting your delivery. You can keep up to date with the status of your order using the tracking link you will have received in your dispatch email. Hold tight though we’re working really hard to get to you as quick as we can. Nasty Gal XOXO

Or search through these topics...

  • Top 5 questions
      • Delivery
      • Returns
      • Where's my order? Track it here!
        Track your order

        Enter your order number. Pssst...It's on your order confirmation or dispatch email

        Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

        If you don’t have your order number, log into your account here and then go to 'Order History'.

      • Why is my order late?

        Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check delivery timescales here.

        If it's after 9pm on that date then it’s late. If it's before the advised delivery date and you've had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is.

        If your delivery date has passed, please contact us by going to the 'Contact Us' tab on this page and have your order number ready.

      • Why was my order cancelled?

        If you've placed an order and received a cancellation email from us, we're sorry about that. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

      • Can I cancel or change my order?

        As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds). You’ll need to place another order or return any unwanted items.

      • I received a faulty item, what do I do?

        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.

        The product name and code can be found on your order confirmation email.

        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.

      • Returns - How do I return my package?

        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.

        When returning a parcel please follow the process below:

        1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.

        2. Choose one of the addresses below to return the package by using your local Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting. Remember to add your order number under the returns address - you'll find this in the Order History section on the My Account page.

        3. Keep your certificate of postage safe as you will need this as your proof of return. Please note that returns will be made at your own cost.

        To download a new returns label select your country from the drop down menu and enter your order number below- you'll find this in the Order History section on the My Account page

      • There wasn't an invoice in my parcel, can I return?

        You'll no longer receive an invoice in your parcel. Simply download and print a returns label from our website, add this to your parcel and then send it back to us.

        Ready to Return? Click here

      • I am outside of the returns policy, can I return?

        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.

        Ready to Return? Click here

      • I don't have the original packaging, can I return?

        Don't worry, just package your items in something non see-through, sealable & waterproof.

        Ready to Return? Click here

      • Refunds - How long will my refund take?

        A typical refund will take up to 21 days, that’s 14 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 more than 14 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.

  • Orders & Delivery
    • Where’s my order? Track it here!
      Track your order

      Enter your order number. Pssst...It's on your order confirmation or dispatch email

      Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

      If you don’t have your order number, log into your account here and then go to 'Order History'.

    • Christmas and New Year Delivery - Last Order Dates
      Service Receive by 24th December Receive by New Year's Eve
      European Delivery 11th December 17th December
      International Delivery 9th December 13th December
      Sweden Standard 16th December 16th December
      Sweden Express 20th December 28th December
      Denmark Standard 13th December 16th December
      Denmark Express 20th December 28th December
      Netherlands Express 20th December 28th December
      Belgium Express 20th December 28th December
      Spain Express 20th December 28th December
      Italy Express 20th December 28th December

      You must place your order in accordance with Nasty Gal’s Express or Standard delivery timescales.


    • Delivery Options

      Get your goods fast, with super easy delivery!

      Delivery Rates & Delivery

      Delivery option Delivery times Delivery cost
      Europe and International Delivery Europe up to 10 business days and International 5-14 business days €7.99 per order
      Republic of Ireland Standard Delivery Up to 3 business days €4.99 per order
      Republic of Ireland Next Day Delivery Next Working Day delivery if ordered by 1pm Monday to Friday or for Dublin County order by midnight Monday to Thursday, 8pm Friday €7.99 per order
      France Standard Up to 4 business days €5.99 per order
      France Express Next working day if ordered before 3pm Monday to Friday. €13.99 per order
      UK Standard Delivery 3 - 5 business days €5.99 per order
      UK Next Day Delivery If ordered before 11pm Monday to Friday & Sundays or before 9:30pm on Saturdays €6.99 per order
      Italy Express Next day delivery for orders placed before 3pm Monday to Friday €12.99 per order
      Spain Express Next day delivery for orders placed before 3pm Monday to Friday €12.99 per order
      Belgium Express Next day delivery for orders placed before 3pm Monday to Friday €9.99 per order
      Netherlands Express Next day delivery for orders placed before 3pm Monday to Friday €9.99 per order
      Gibraltar Standard Up to 7 business days €10.99 per order
      Swedish Standard Up to 5 business days €8.99 per order
      Danish Standard Up to 6 business days €8.99 per order
      Denmark Express Next day delivery for orders placed before 3pm Monday to Friday €10.99 per order
      Norwegian Standard Up to 6 working days €8.99 per order
      Iceland Standard Up to 7 business days €10.99 per order
      Russian Federation Standard Up to 10 business days €12.99 per order
      Israel Standard 5 to 14 business days €10.99 per order
      Malaysia Standard 5 to 14 business days €10.99 per order


      * Please note: Working days excludes weekends and bank holidays.
      The delivery times shown are from the order date.

      A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.

      If you have any further questions related to your delivery, please contact our Customer Care team.

    • NGVIP
    • Why is my order late?

      Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check delivery timescales here.

      If it's after 9pm on that date then it’s late. If it's before the advised delivery date and you've had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is.

      If your delivery date has passed, please contact us by going to the 'Contact Us' tab on this page and have your order number ready.

    • I’m missing items from my order!

      Your package might be coming in more than one shipment. If your delivery date has passed, please get in touch by going to the 'contact us' tab.

    • Why was my order cancelled?

      If you've placed an order and received a cancellation email from us, we're sorry about that. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

    • Can I cancel or change my order?

      As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds). You’ll need to place another order or return any unwanted items.

    • Can I exchange my order?

      We don’t offer exchanges, but you can return your package and order again. Your refund will be processed as soon as we get your items back—Check out our refund section for more details.

    • Incorrect items

      I received an incorrect item, what do I do?

      To get this fixed for you ASAP please head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook, Twitter or WhatsApp.

      When you message, please include the following information:

      • Your name

      • Order number

      • Product name and code of the item ordered

      • Product name and code of the item received

      • Picture of the incorrect item and a description of the incorrect item received

      If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

      Please do not return the item to us without speaking to our Customer Care team.

    • Will my fave items ever come back?

      Some of our items do come back in stock, so keep checking back!

    • I didn’t return my item, but my tracking number says that my item(s) are being returned?

      The carrier was unable to deliver your package. Don’t worry—you have options! You can wait for your package to come back to us and we’ll give you a full refund. Or, let us know using the 'contact us” tab and we can have your item(s) resent.

      P.S. If the carrier was unable to deliver to your address, try using an alternative delivery address!

    • Faulty items

      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.

      The product name and code can be found on your order confirmation email.

      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.

  • Returns & Refunds
    • Extended Christmas Returns

      The gift that keeps on givin’- we’ve extended our return time over the festive period (!!)
      Yep, all orders placed between the 2nd and 24th December 2019 can be returned up until the 15th January 2020. Subject to our returns policy.

    • Returns - How do I return my package?

      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.

      When returning a parcel please follow the process below:

      1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.

      2. Choose one of the addresses below to return the package by using your local Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting. Remember to add your order number under the returns address - you'll find this in the Order History section on the My Account page.

      3. Keep your certificate of postage safe as you will need this as your proof of return. Please note that returns will be made at your own cost.

      To download a new returns label select your country from the drop down menu and enter your order number below- you'll find this in the Order History section on the My Account page

    • Refunds - How long will my refund take?

      A typical refund will take up to 21 days, that’s 14 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 more than 14 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.

    • What’s your policy?

      We're bummed things didn't work out for you, but here's the good news: you get 14 days to return your items starting from the day you receive your dispatch email.

      Here's the fine print. All original tags must be attached. For hygiene reasons, once the seal is opened on our intimate toys they can no longer be returned or refunded. Pierced jewellery is non-refundable, and we ask that you try on swimwear and lingerie over your own underwear and keep the seal intact.

    • I am outside of the returns policy, can I return?

      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.

      Ready to Return? Click here

    • There wasn't an invoice in my parcel, how can I return?

      You'll no longer receive an invoice in your parcel. Simply download and print a returns label from our website, add this to your parcel and then send it back to us.

      Ready to Return? Click here

    • Can I return more than one order in the same parcel?

      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? Click here

    • I can't see the refund on my bank statement

      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.

    • I don’t have the original packaging, can I return?

      Don't worry, just package your items in something non see-through, sealable & waterproof.

      Ready to Return? Click here

    • Faulty items

      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.

      The product name and code can be found on your order confirmation email.

      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.

    • Return Exemptions

      For hygiene reasons, once the seal is opened on our intimate toys, they can no longer be returned or refunded, pierced jewelry is non-refundable, and we ask that you try on swimwear and lingerie over your own underwear and keep the seal intact.

    • Can I exchange my order?

      We don’t offer exchanges, but you can return your package and order again. Your refund will be processed as soon as we get your items back.

    • Have you received my returned item(s)?

      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 more than 28 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.

    • Your right to cancel the contract (EEA customers only)

      If you’re a customer in the EEA, you get 14 days to cancel your contract with us.

      This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).

      There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

      Email us: customerservices@nastygal.com

      Write to us via post: Nasty Gal, PO Box 553, Burnley, BB1 9GD

      If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using the following steps here. You`ll then receive a full refund as per the policy set out here.

      Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.

      All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

    • Do you return the delivery charge?

      We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here . If you decide to keep one of the items, you need to pay for delivery. We don't refund delivery charge for those countries listed outside of the EEA.

  • Payments & Promotions
    • Promotions and Discounts

      Can’t use your discount code? Here’s maybe why:

      • - The code expired (we have limited-time offers)
      • - You can only use one code at a time.
      • - Double check your delivery--some codes only work with specific delivery options.
      • - Check for typos.
      • - Make sure the offer can be used for what you’re purchasing.
    • How can I pay for my order?

      We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron and American Express. We also accept PayPal, Giftcards and prepaid debit cards.

      Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.
      When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

    • Apple Pay Enquiries
    • How do I use my gift voucher?

      Enter your code into the “Redeem Gift Voucher” box at the checkout page. The remaining balance will stay on your gift card.

    • My gift voucher isn’t working

      Make sure you’ve entered it in the “Redeem Gift Voucher” box at the checkout.

    • Payment Error

      If you receive an error message, make sure you’ve entered the correct details--and make sure to contact your bank first! If you’re still having issues, please contact us and include the following:

      • - What operating system you use (ex. Windows, Mac)
      • - What internet browser you used
      • - What payment method you used
      • - A description of the problem and what time the problem occurred.
      • - If you receive an error message, please include it in your message.
    • Payment Declined

      If your credit or debit card was declined, call your bank for more info. If you used PayPal, please contact PayPal directly.

  • Product
    • Item out of stock?

      Some of our items do come back in stock, so keep checking back!

    • I received an incorrect item—what do I do?

      To get this fixed for you ASAP please head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook, Twitter or WhatsApp.

      When you message, please include the following information:

      • Your name

      • Order number

      • Product name and code of the item ordered

      • Product name and code of the item received

      • Picture of the incorrect item and a description of the incorrect item received

      If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

      Please do not return the item to us without speaking to our Customer Care team.

    • Why can’t I find an item that was advertised?

      Our products are popular and sell out fast! Check out our latest products here.

    • I received a faulty item—what do I do?

      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.

      The product name and code can be found on your order confirmation email.

      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.

  • Sizing
  • Contact us

      Please include your order number when contacting us!

      WhatsApp Us WhatsApp Us

      (Sorry, we don't have a phone number)