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FAQs

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Customer Service

Returns and Refunds

We're bummed things didn't work out for you, but here's the good news: UK & Irish returns are FREE using the returns portal. Just click the link here and follow the steps below.


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 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.


For International returns you will need to pay for your return, 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.


You've got 28 days to send something back to us from the day you receive it.


Good to know... We've gone paperless! You'll no longer receive a delivery note in your parcel.


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.


We get it, waiting for a refund can suck. But please hang in there while we work on it. A typical refund will take up to 21 days; that's 14 days from you returning your order, us processing it, followed by 7 days for it to make its way through the banking system.


If you are using Royal Mail or Collect+ the tracking will show it delivered to our nearest distribution centre. It can be up to 7 days from this point for the item to be received into the NastyGal warehouse, where it will be processed and refunded. You will receive an email when this has happened, from this it’s up to 7 days to show in your bank statement, but this is dependent on your bank processing time.


If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.


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


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.


If you've waited more than 28 days from the day you returned your item and have received no email from us then please get in touch by going to 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

We offer FREE RETURNS for UK customers however you must obtain proof of postage just in case your order is lost on its way back to Nasty Gal

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 take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.


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.

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

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.

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.