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.

Some selected products do not apply for free shipping. If this is the case, it will be written in the product description.

 

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

Some selected products do not apply for free shipping. If this is the case, it will be written in the product description.

 

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.

Some selected products do not apply for free shipping. If this is the case, it will be written in the product description.

 

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.

Some selected products do not apply for free shipping. If this is the case, it will be written in the product description.

 

Asia
Delivery within 3-5 working days.
We use UPS for all orders.

1-3 items - 40 EUR
4-7 items - 80 EUR
8-12 items - 120 EUR
13-20 items - 160 EUR
21-30 items - 190 EUR
31+ items - 220 EUR
 
Some selected products do not apply for free shipping. If this is the case, it will be written in the product description.
 
 
Pacific
Purchases over 400 EUR - Free shipping - delivery within 3-5 working days.
Purchases under 400 EUR - Shipping 40 EUR - delivery within 3-5 working days.
We use UPS for all orders.
 
Some selected products do not apply for free shipping. If this is the case, it will be written in the product description.

 

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 customs clearance.
We use UPS for all orders.
 
Some selected products do not apply for free shipping. If this is the case, it will be written in the product description.
 

U.S.A & Canada
Purchases over 500 USD - Free shipping - delivery within 3-5 working days.
Purchases under 500 USD - Shipping 35 USD - delivery within 3-5 working days.
We use UPS for all orders.

Some selected products do not apply for free shipping. If this is the case, it will be written in the product description.

 

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.

Some selected products do not apply for free shipping. If this is the case, it will be written in the product description.

 

Please note:
There may be processing delays during big releases, Christmas and sale periods.
Some selected products do not apply for free shipping. If this is the case, it will be written in the product description.

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 funds will be refunded to you in the same way as payment was made. For Danish customers, you will be refunded the total purchase price including shipping. For customers outside of Denmark, your refund will be issued for the total purchase price excluding shipping.

Returns outside Denmark
All returns outside Denmark, including shipping costs and arrangements, are the customer's responsibility.

Free returns within Denmark
Nakedcph offers free returns on all Danish orders. Just use the pre-paid return label that was included in your shipment.

Please send all returns to the following address:

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

In-store return
Nakedcph does not receive returns in stores on webshop orders.

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

If you would like to exchange any of the items that you have received, we offer a 14-day return policy, valid from the day you receive your order. 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
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.  

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

Free returns within Denmark
Nakedcph offers free returns on all Danish orders. Just use the pre-paid return label that was included in your shipment.

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 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.

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 products 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 or Aarhus.

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 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?
Nakedcph does not receive returns in stores on webshop orders.

Can I make an exchange in one of your stores?
No, unfortunately not. Please look in our exchange section for more information.

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. 

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 in 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 do 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 to 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
Delivery within 3-5 working days.
We use UPS for all orders.

1-3 items - 40 EUR
4-7 items - 80 EUR
8-12 items - 120 EUR
13-20 items - 160 EUR
21-30 items - 190 EUR
31+ items - 220 EUR

Pacific
Purchases over 400 EUR - Free shipping - delivery within 3-5 working days.
Purchases under 400 EUR - Shipping 40 EUR - delivery within 3-5 working days.
We use UPS for all orders.

Some selected products do not apply for free shipping. If this is the case, it will be written in the product description.

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 customs clearance.
We use UPS for all orders.

U.S.A & Canada
Purchases over 500 USD - Free shipping - delivery within 3-5 working days.
Purchases under 500 USD - Shipping 35 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.

Please note
There may be processing delays during big releases, Christmas and sale periods.
Some selected products don't have free shipping. If this is the case, it will say so in the product description.

6. Returns and refunds
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 funds will be refunded to you in the same way as payment was made. For Danish customers, you will be refunded the total purchase price including shipping. For customers outside of Denmark, your refund will be issued for the total purchase price excluding shipping.

Returns outside Denmark
All returns outside Denmark, including shipping costs and arrangements, are the customer's responsibility.

Free returns within Denmark
Nakedcph offers free returns on all Danish orders. Just use the pre-paid return label that was included in your shipment.

Please send all returns to the following address:

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

In-store return
Nakedcph does not receive returns in stores on webshop orders.

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

7. Claims/reclamation
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.

8. 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.

9. Privacy policy

At Nakedcph.com we work to ensure that your privacy is protected when using our services, which means that all customer information provided to Nakedcph.com is treated as confidential. No information will be disclosed to third parties and is strictly used by the customer and Nakedcph.com.

Please stay updated to any changes to this Privacy Policy by visiting our page. 

What types of personal data do we collect? 

We collect information that you submit on our site, for example when you place an order, create an account, contact our customer service, and participate in a raffle.

We collect personal data such as contact information, date of birth and etc. We only collect the most necessary data and will keep it for as long as necessary. After this, your personal data will be deleted.

How do we use your personal data?

We may use your personal data for the following purposes:

• To create and manage your Naked account
• To process your orders and returns
• To contact you in the event of any problems with your order or delivery
• To send newsletters • To notify the winners of raffles, which are arranged online
• To analyze and create statistics, in order to make your shopping experience better
• To prevent fraud or misuse of our services
• To respond to email inquiries

What are your rights?

You have the right to request information about the personal data we behold on you at any time. You can request correction of incorrect or incomplete personal data we hold about you via our customer service. You can request that we delete data we hold about you, or stop processing or collecting it, except for special circumstances such as if there is a legal storage requirement (for ex. book-keeping rules), or when there are other legitimate grounds to keep the data (for ex. unsettled debts).

How do we protect your data?

At Nakedcph.com, we have taken technical and organizational measures to protect your data from being lost, accessed, disclosed, altered or destroyed.

The information you submit on our website, such as credit card information, is encrypted using secure socket layer technology (SSL). Payments proceed securely in Adyen, which are a PCI DSS 3.2 compliant as a Level 1 Service Provider, which is the key security standard within the payment industry. Adyen uses HSMs to which no individual access by anyone is granted.

Cookies

What are cookies? To cut it short, cookies are small files that are saved during subsequent visits to a website. These files are retrieved from your computer, tablet, or mobile device and based on your behavior on the website. There are two types of cookies, permanent cookies which are stored as a file on your computer or mobile device for no longer than 12 months, and session cookies which are stored temporarily and disappear when you close your browser session.

What do we use cookies for? We use it to up our individual customer’s (yeah, we mean you!) user experience, and create a more personalized site. We use cookies for site functionalities, which allows you to navigate our site and use several features. Site analytics, which allows us to measure and analyze how our customers use our website, to improve the user experience. Customer preference, which means that your preferences (for ex. Language, account and location) will be remembered. Targeting and advertising, which are used to deliver relevant and personalized adds to you.

When do you accept cookies, and what if you don’t accept? You accept cookies by entering and using our site. On the front page, you will get notified about cookies. If you choose not to approve cookies, your shopping experience may be affected.

Is it possible to erase cookies? You can erase your browser history and thus your cookies, on the settings of the specific browser you are using. Please be aware that if you choose to erase your cookies, your user experience may be affected, and you are unable to use certain functions on our site.

 

At Nakedcph.com we work to ensure that your privacy is protected when using our services, which means that all customer information provided to Nakedcph.com is treated as confidential. No information will be disclosed to third parties and is strictly used by the customer and Nakedcph.com.

Please stay updated to any changes to this Privacy Policy by visiting our page. 

 

What types of personal data do we collect? 

We collect information that you submit on our site, for example when you place an order, create an account, contact our customer service, and participate in a raffle.

We collect personal data such as contact information, date of birth and etc. We only collect the most necessary data and will keep it for as long as necessary. After this, your personal data will be deleted.

 

How do we use your personal data?

We may use your personal data for the following purposes:

• To create and manage your Naked account
• To process your orders and returns
• To contact you in the event of any problems with your order or delivery
• To send newsletters • To notify the winners of raffles, which are arranged online
• To analyze and create statistics, in order to make your shopping experience better
• To prevent fraud or misuse of our services
• To respond to email inquiries

 

What are your rights?

You have the right to request information about the personal data we behold on you at any time. You can request correction of incorrect or incomplete personal data we hold about you via our customer service. You can request that we delete data we hold about you, or stop processing or collecting it, except for special circumstances such as if there is a legal storage requirement (for ex. book-keeping rules), or when there are other legitimate grounds to keep the data (for ex. unsettled debts).

 

How do we protect your data?

At Nakedcph.com, we have taken technical and organizational measures to protect your data from being lost, accessed, disclosed, altered or destroyed.

The information you submit on our website, such as credit card information, is encrypted using secure socket layer technology (SSL). Payments proceed securely in Adyen, which are a PCI DSS 3.2 compliant as a Level 1 Service Provider, which is the key security standard within the payment industry. Adyen uses HSMs to which no individual access by anyone is granted.

 

Google Analytics 

We use Google Analytics to collect statistics about buying- behavior and positions to provide a better shopping experience.

 

Cookies

What are cookies? To cut it short, cookies are small files that are saved during subsequent visits to a website. These files are retrieved from your computer, tablet, or mobile device and based on your behavior on the website. There are two types of cookies, permanent cookies which are stored as a file on your computer or mobile device for no longer than 12 months, and session cookies which are stored temporarily and disappear when you close your browser session.

What do we use cookies for? We use it to up our individual customer’s (yeah, we mean you!) user experience, and create a more personalized site. We use cookies for site functionalities, which allows you to navigate our site and use several features. Site analytics, which allows us to measure and analyze how our customers use our website, to improve the user experience. Customer preference, which means that your preferences (for ex. Language, account and location) will be remembered. Targeting and advertising, which are used to deliver relevant and personalized adds to you.

When do you accept cookies, and what if you don’t accept? You accept cookies by entering and using our site. On the front page, you will get notified about cookies. If you choose not to approve cookies, your shopping experience may be affected.

Is it possible to erase cookies? You can erase your browser history and thus your cookies, on the settings of the specific browser you are using. Please be aware that if you choose to erase your cookies, your user experience may be affected, and you are unable to use certain functions on our site.

 

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