FAQs

Shopping

 

How do I change the currency?

The currency of your purchase is controlled by the country your order will be delivered. Scroll down to the bottom to select your country and currency in DKK, EUR, or USD.

 

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's sold out. We are constantly receiving new products, so make sure to check back in to see. You can also use the "In-store availability" feature on any product to see if it is available in your size at one of our three Danish locations.

 

How do I know if this shoe will fit?

All products have a size guide, which you can find under the product description.

 

Can I reserve a pair of shoes that will be releasing?

Unfortunately, we do not take pre-orders or reservations for any of our products.

 

 

Orders

I wrote the wrong shipping address on my order. How can I fix it?
Unfortunately, we cannot make changes to any order. Please cancel your original order and place a new one. To cancel your order, send us an email at customerservice@nakedcph.com.

 

I placed an order but haven't received any confirmation.
Please make sure you have entered your email address correctly and make sure to check your junk mail. If it's still nowhere to be found, send us an email at customerservice@nakedcph.com to double-check your order has been successful.

 

Can I make a change to my order?

If you'd like to make changes to your order, you need to cancel the original and place a new one. To cancel your original order, send us an email at customerservice@nakedcph.com.

 

Can I cancel my order?

It is only possible to cancel an order if it hasn't been processed. Please call our customer service at +45 3315 8380.

 

Why haven't I received a tracking number?

Once your order is processed and shipped, you will receive your tracking information.

 

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 any additional charges you may encounter.

 

Where is my package?

Please contact the shipping carrier with the tracking number you received on your shipping confirmation.

 

I have received my package, and there is a mistake, what should I do?

Please send us an email at customerservice@nakedcph.com, and we will correct any errors.

 

I didn't receive my entire order. What should I do?

Please send us an email at customerservice@nakedcph.com, and we will correct any errors.

 

 

Returns

How do I return an item?

See our RETURNS section for detailed instructions.

 

How do I make an exchange?

See our EXCHANGES section with detailed instructions.

 

Can I return my online order in-store?

NAKED Copenhagen stores cannot process webshop orders.

 

Why haven't I received the refund for my return?

Refunds will automatically be issued via the original payment method once your return has been processed. In most cases, you will receive the refund within seven days, but for some types of credit cards, it can go as long as 30 days before the money is cleared into your account. Please contact your bank in regards to releasing the funds.

 

How long is the processing time for returns and exchanges?

Returns have a processing time of 1-3 business days from the time we receive the package.

 

Exchanges have a processing time of 1-3 business days from the time we receive the package.

 

 

Claims

What should i do if my package has been damaged during delivery?

If you receive a package that has been damaged while in transit, please contact us at customerservice@nakedcph.com within ten days of receipt so we can assist you with your claim.