Customer Service

Denmark with home delivery (med omdeling)
All purchases - Shipping 50 DKK - delivery within 1-3 working days.
We use Post Nord service for all orders.

Denmark without home delivery (uden omdeling)
All purchases - Free shipping - delivery within 1-3 working days.
We use Post Nord service for all orders.

Sweden/Norway/Finland
Purchases over 100 EUR - Free shipping - delivery within 1-5 working days.
Purchases under 100 EUR - Shipping 15 EUR - delivery within 1-5 working days.
We use UPS for all orders.

Europe
Purchases over 200 EUR - Free shipping - delivery within 2-5 working days.
Purchases under 200 EUR - Shipping 15 EUR - delivery within 2-5 working days.
We use UPS for all orders.

Asia & Pacific
Shipping from 40 EUR - delivery within 3-5 working days.
We use UPS for all orders.
For shipping costs regarding bulk orders, please contact us at [email protected]

Russia
Purchases over 400 EUR - Free shipping - delivery within 2-5 working days.
Purchases under 400 EUR - Shipping 30 EUR - delivery within 2-5 working days.
Some countries (Russia, Ukraine, Belarus etc.) you can expect up to 3 weeks
due to custom clearance.
We use UPS for all orders.

U.S.A & Canada
Purchases over 400 USD - Free shipping - delivery within 3-5 working days.
Purchases under 400 USD - Shipping 30 USD - delivery within 3-5 working days.
We use UPS for all orders.

Iceland/Greenland/Faroe Islands/Mexico & South America
Purchases over 400 EUR - Free shipping - delivery within 3-5 working days.
Purchases under 400 EUR - Shipping 30 EUR - delivery within 3-5 working days.
We use UPS for all orders.

If you would like to return any of the items that you have received, we offer a 14 day return policy, valid from the day you receive your order. Please complete the return form that was included in your order or download it here, and enclose it with your return shipment to us.
(Returns made without a return form or an incomplete return form will not be accepted for return.)

All items returned must be unworn, unused, in the same condition as when received, and must have all tags, including original packaging materials.

Shoe Box
The original shoe box is a very important part of the product you have received and has value for many customers. If you are returning or exchanging the product, please take extra care to ensure that it isn’t damaged in any way as we will not accept a return if the shoe box is damaged.  

Once we receive your return and the above conditions are met, the return will be processed. You will receive an email and the cost of the product will be refunded to you in the same way as payment was made.

When returning an item, shipping costs and arrangements are the customer’s responsibility. Please send all returns to the following address:

Naked Aps
Slagtehusgade 36, 1 sal
1715 Copenhagen V.
Denmark
Att: RETURNS

In store return
In Denmark, you have also the possibility of returning to one of our stores. Please bring your order confirmation or the completed return form. We will process your return within 10 business days. Once completed, you will receive an email and the cost of the product will be refunded to you in the same way in which payment was made.

This return policy applies to online purchases only and does not apply to purchases made in-store.

If you want to exchange an item for a different size, please send us an email to [email protected] with your order number and the new size you would like and we will reserve it for you. Complete the return form that was included in your order or download it here and enclose it with the shipment back to us. Once we receive your return shipment, we will process the exchange and ship your new item.

All items returned must be unworn, unused, in the same condition as when received, and must have all tags, including original packaging materials.

Shoe Box
They original shoe box is a very important part of the product you have received and has value for many customers. If you are returning or exchanging the product, please take extra care to ensure that it isn’t damaged in any way as we will not accept a return if the shoe box is damaged.  

When exchanging an item, we will pay to ship the new item to you, but you are responsible for the costs and arranging to ship the original item back to us. Please send exchanges to the following address:

Naked Aps
Slagtehusgade 36, 1 sal
1715 Copenhagen V.
Denmark
Att: RETURNS​

Please note
Sale items cannot be exchanged only returned. Please follow the return procedure for your original item and place a new order for your new item.

In the case that your purchase is defective or becomes defective, you may be entitled to a claim within 2 years from the date of purchase.

Please contact us by sending us an email to [email protected] with “Claims” as the subject. In your email, please include your order number, description of the defect, and pictures showing the product and the defect.
 
We will contact you after we have processed the claim, which can go up to 14 days.

 

1. Company Information

Naked Aps
Slagtehusgade 36, 1.
1715 Copenhagen
Denmark
CVR nr: 28108893

Tel: 33158380
Email: [email protected]

2. Age Restrictions
Parental or guardian consent is required for customers under the age of 18.

3. Order Summary
When you place an order at NAKEDCPH.COM, you will receive an automatically generated email confirming the receival of your order. This email is only a confirmation of receipt of your order and cannot be treated as a legally binding order confirmation. At this point, NAKEDCPH.COM still reserves the right to cancel the order if there is an error with pricing or the product is out of stock. In the event, we are unable to deliver your order, we will contact you right away to cancel your order.

4. Prices and Payments
EU
If you are shopping from within EU, all prices are displayed including 25% VAT. Product prices do not include shipping charges.

Outside of EU – VAT exempt purchases
If you are shopping outside of EU, prices are displayed and charged without VAT. Product prices does not include shipping charges.
Purchases outside of the EU, may be subject to import charges and taxes. Naked accepts no responsibility for these charges. Please check with your local customs office before ordering if you are unsure as to whether this may apply in your country

Payment Methods
NAKEDCPH.COM currently accepts payment through Dankort, VISA, VISA electron, Mastercard, Maestro, and Paypal. Your purchase total is first charged when your order has been processed and shipped. NAKEDCPH.COM shows prices in the following currencies: Danish Kroner (DKK), Euro (EUR), and U.S. Dollar (USD).

5. Shipping
Denmark with home delivery (med omdeling)
All purchases - Shipping 50 DKK - delivery within 1-3 working days.
We use Post Nord service for all orders.

Denmark without home delivery (uden omdeling)
All purchases - Free shipping - delivery within 1-3 working days.
We use Post Nord service for all orders.

Sweden/Norway/Finland
Purchases over 100 EUR - Free shipping - delivery within 1-5 working days.
Purchases under 100 EUR - Shipping 15 EUR - delivery within 1-5 working days.
We use UPS for all orders.

Europe
Purchases over 200 EUR - Free shipping - delivery within 2-5 working days.
Purchases under 200 EUR - Shipping 15 EUR - delivery within 2-5 working days.
We use UPS for all orders.

Asia & Pacific
Shipping from 40 EUR - delivery within 3-5 working days.
We use UPS for all orders.
For shipping costs regarding bulk orders, please contact us at [email protected]

Russia
Purchases over 400 EUR - Free shipping - delivery within 2-5 working days.
Purchases under 400 EUR - Shipping 30 EUR - delivery within 2-5 working days.
Some countries (Russia, Ukraine, Belarus etc.) you can expect up to 3 weeks
due to custom clearance.
We use UPS for all orders.

U.S.A & Canada
Purchases over 400 USD - Free shipping - delivery within 3-5 working days.
Purchases under 400 USD - Shipping 30 USD - delivery within 3-5 working days.
We use UPS for all orders.

Iceland/Greenland/Faroe Islands/Mexico & South America
Purchases over 400 EUR - Free shipping - delivery within 3-5 working days.
Purchases under 400 EUR - Shipping 30 EUR - delivery within 3-5 working days.
We use UPS for all orders.

6. Returns and Refunds
You have 14 days from the day you receive your order to return it to NAKEDCPH.COM. Please complete the return form that was included in your order download it here, and enclose it with your return shipment to us.

All returned items returned must be unworn, unused, in the same condition as when received, and must have all tags, including original packaging materials.

Shoe Box
They original shoe box is a very important part of the product you have received and has value for many customers. If you are returning or exchanging the product, please take extra care to ensure that it isn’t damaged in any way as we will not accept a return if the shoe box is damaged.  

When returning an item, shipping costs and arrangements are the customer’s responsibility. Please send all returns to the following address:

Naked Aps
Slagtehusgade 36, 1 sal
1715 Copenhagen V.
Denmark
Att: RETURNS

Once we receive your return and the above conditions are met, the return will be processed and money refunded For Danish customers, you will be refunded the total purchase price of the item/items including shipping. For all customers outside of Denmark, your refund will be issued for the total purchase price of the item/items excluding shipping. The refund will automatically be issued back to you in the same way that the payment was made. In most cases, you will receive the refund with 5-7 days, but for some types of credit cards, there can go up to 30 days before the money is cleared onto your account.
 
7. Claims/Reklamation
All products bought from NAKEDCPH.COM have a 2-year manufacturing warranty. Please send an email to our customer service at [email protected] with “Claims” as the subject. In your email, please include your order number, description of the defect, and pictures showing the product and the defect.

We will contact you after we have processed the claim, which can go up to 14 days.

Please note
There may be processing delays during Christmas and sale periods.

8. Privacy Policy
All customer information provided to NAKEDCPH.COM is treated as confidential. No information will be disclosed to third parties and is strictly used between the customer and NAKECPH.COM.

9. Resale
Our merchandise is intended for retail customers only. You shall not use the site to purchase products for re-sale or export. If we suspect that you intend to resell our merchandise, we reserve the right to cancel your order without any notice.

 

SHOPPING

How do I change the currency?
The currency your purchase is made in is controlled by the country your order will be delivered to. At the bottom of the page you can choose your country and the currency will be changed between DKK, EUR, or USD depending on the country.

I want to buy a certain item, but you don’t have it in my size. Will you get this item again?
Unfortunately, if the product or size isn’t listed on our website it is sold out. We are always receiving new product and it will be put on the website as soon as we receive it. You can also send us an email at [email protected] with the article number and size you are looking for and we can check if it’s available in one of our stores in Copenhagen.

How do I know if this shoe will fit?
All products have their own size guide, which you can find under the product description. We also include a note called Size and Fit where we will describe the fit of the shoe.

Can I reserve a pair of shoes that will be releasing?
Unfortunately, we do not make pre-orders or reservations for any of our products.

ORDERS

I wrote the wrong shipping address on my order, how should I change it?
Unfortunately, we cannot make changes to any order. Please cancel your original order and place a new one. To cancel your order, please send us an email to [email protected]

I placed an order but I haven’t received an order confirmation.
Please check that you entered your email address correctly and also look in your Junk Mail. If you still haven’t received it, please send us an email at [email protected] so we can be sure your order went through properly.

The order I placed is a gift, what is the return policy?
Please send us an email to [email protected] with your order ID nr. and the date you will be giving the gift, so we can extend your return policy.

Can I make a change to my order?
If you would like to change something on your order, you will need to cancel your original order and place a new one. To cancel your order, please send us an email to [email protected]

Can I cancel my order?
If we have not processed your order, then it is possible to cancel it. Please send us an email to [email protected]

Why haven’t I received a tracking number?
Once your order is processed and shipped you will receive your tracking information for your order.

Why am I being charged import taxes?
Import taxes are charged by your local tax authorities and are at the responsibility of you, the buyer. All orders shipped to countries outside the EU are charged without 25% Danish VAT, to accommodate for these additional charges you may encounter. 

Where is my package?
Please contact the shipping carrier with your tracking number you received on your shipping confirmation.

I have received my package and there is a mistake in my order, what should I do?
Please send us an email to [email protected] and we will fix it.

I didn’t receive my entire order, what should I do?
Please send us an email to [email protected] and we will fix it.

RETURNS

How do I return an item?
Please see the RETURNS section with detailed instructions for making a return.

How do I make an exchange?
Please see the EXCHANGES section with detailed instructions for making an exchange.

Can I return my order in one of your stores?
If you are in Copenhagen, you can return your order in one of our stores. Just bring your order confirmation or completed return form and we will process your return within 10 business days.

Can I make an exchange in one of your stores?
Yes, you can make an exchange in one of our stores in Copenhagen.

Why haven’t I received the refund for my return?
Once we process your return, the refund will automatically be issued back to you in the same way that the payment was made. In most cases, you will receive the refund within 7 days, but for some types of credit cards, there can go up to 30 days before the money is cleared onto your account. Please contact your bank in regards to releasing the funds. 

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