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FAQs

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

Just so you know—we are undergoing some updates at our Nasty warehouse around the 19th July to the 4th August. This means that some of your orders might get to you in more than 1 package, and you might also receive more than 1 dispatch message. It’s all good though. Everything will get to you, we promise. Patience is a virtue (or something).

Customer Service

Returns and Refunds

FAST, TRACKABLE & COST EFFECTIVE using the returns portal.


We're bummed things didn't work out for you, but here's the good news: You've got 45 days to send something back to us from the day you receive it. Just click the link here and follow the steps below.


When returning a parcel please follow the process 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.

If you return via the portal, it can take up to 3 days for your return to arrive to us and, up to 7 days for your refund to show in your account depending on your bank's processing time.


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.

We're bummed things didn't work out for you, but here's the good news: you get 45 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 45 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 45 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.

By logging your return through the portal and sending it back to us using the label provided, you should receive your refund within 2 weeks.


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.


Your return gets processed by our returns team and your refund is then processed. If you do not receive notification that we have got your parcel at our warehouse within 45 days of sending it back to us, please give us a shout on the Contact Form.

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