FAQ's - Need help?
We’ve got your back—find all the things you want to know, right here
TRACK MY ORDER & SHIPPING
Where’s my order? Track it here!
If you received an email, your package is on it’s way! Track your order here using your order number.
If you didn’t receive an email, your order hasn’t shipped just yet. (And make sure to check your junk folder!) If you don’t have your order number, log into your account to access this.
Where do you ship and how much does it cost?
US Standard Shipping - $5.00
US Express Shipping - $15.99
We ship to over 200 countries worldwide. For further information on your shipping options click here
How long will Shipping take?
Please refer to our Shipping Rates here for further information on shipping timescales.
Why is my order late?
If your shipping date has passed, please contact us here. We’ll be updating you every step of the way.
I’m missing items from my order!
Your package might be coming in more than one shipment. If your shipping date has passed, contact us here!
Why was my order cancelled?
Some of the items you purchased are out of stock. But don’t worry—we’re on it. We’ve cancelled your order so that you can get your money back ASAP (your refund can take up to 28 days.) - Check out our refund info here.
Can I cancel my order?
We can’t make changes to your order since it’s already being processed, but you can return your order as soon as you receive it.
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 info here.
Will my fave items ever come back?
Some of our items come back in stock--keep checking back!
My item is messed up—now what?
We're really sorry to hear that! Check out our returns info here.
I didn’t return my item, but my tracking number says that my item(s) are being returned?
The carrier was unable to ship your package. Don’t worry—you have options! You can wait for your package to come back us and we’ll give you a full refund. Or, contact us here and we can have your item(s) resent.
P.S. If the carrier was unable to ship to your address, try using an alternative shipping address!
RETURNS & REFUNDS
Returns from the USA are absolutely FREE!
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 order.
How do I return my package?
1. Log onto our portal here. Print off your returns label and attached it to your parcel. Returns are FREE all year round and you can track them as they make their way back to our US hub in New York
Post if off. Make sure you keep your proof of postage!
Your return arrives back at Nasty Gal. Our team will make sure all is in order and authorise your refund - this could take us up to 3 days once it arrives back in our warehouse.
Your refund is on its way. This can take up to 7 days to show in your account and is dependent on your bank's processing time.
Please note: In the event of a discrepancy between the value of the returns entered in the portal and the actual items received we reserve the right to recover any shortfall from you. Don't worry, if this does happen we will contact you first.
For more information on how to return your packages please refer to our returns policy here.
Returns Policy
Here's the fine print. You get 28 days to return your items starting from the day you receive your order and all original tags must be attached. For hygiene reasons, pierced jewellery is non-refundable, and we ask that you try on swimwear and lingerie over your own underwear and keep the seal intact.
Received a faulty item?
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' form here, 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' form 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.
Exchanges
We don’t offer exchanges right now. You can return your item to us for a refund, and then place a new order to get the item of your choice.
How long will my refund take?
It can take up to 28 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 your credit/debit card. The funds should appear on your bank statement within 3-5 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 Nasty Gal account.
We’ll make 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.
For more information on how to return your packages please refer to our returns policy here.
PAYMENTS & PROMOTIONS
Promotions and Discounts
Can’t use your discount code? Here’s 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 do I use my gift card?
Enter your code into the “Redeem Gift Voucher” box at the checkout page. The remaining balance will stay on your gift card.
My gift card isn’t working.
Make sure you’ve entered it in the “Redeem Gift Voucher” box at the checkout.
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.
PAYMENT ISSUES
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 here 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.
MY ACCOUNT
How do I change my email address?
For your security, we can’t change your email address. If you want to change your email address, just create a new account!
How do I change my delivery address
Log in your account here, select "addresses" and you can either add a new one or edit an existing one.
How do I change my contact preferences?
You can choose what you want to hear from us! To change your preferences, log into your account here and click on “contact preferences”.
How do I change my password?
If you know your password, log into your account using your current password. In the account information section, you have the option to change your password. If you forgot your password, select the “forgot password” option and follow the steps to reset.
How do I change my payment details?
Log into your account, select payment details and either add, delete or edit your payment options.
PRODUCT
Why can’t I find an item that was advertised?
Our products are popular and sell out fast! Check out our latest products here.
Item out of stock?
Our customer service won’t always know if a product is coming back, so keep checking the site!
I received a faulty item—what do I do?
We're really sorry to hear that! Find more info about returning here.
SIZING
View our size guide here.
LEGAL
CONTACT US
Didn't find what you were looking for? Contact us here.
