Customer Service

Webshop

Name: Firebird Loose Track Pants
Brand: adidas Originals
Price: 550 DKK
Availability: InStock

For any questions or inquiries regarding products or orders on our webshop or one of our stores please contact us at:

[email protected] or +45 3315 8380
Customer service hours: Monday-Friday between 9.30 - 15 (CEST)

For general inquiries please contact us at [email protected]

Stores

NAKED Copenhagen - Paris Store

38 Rue Sainte Croix De La Bretonnerie
75004, Paris
+33 01 45 32 13 62

Opening Hours:
Monday - Saturday 11.00–18.30
Sunday 12.00–19.00

Special Opening & Closing hours in September:
September 2nd 13:00-18:00
September 3rd 13:00-18:00
September 4th 13:00-18:00
September 6th 13:00-18:00
September 7th 13:00-18:00
September 8th 11:00-17:00
September 11th 12:00-17:00
September 12th 13:00-18:00
September 13th 13:00-18:00

Paris Flagship Store | NAKED Copenhagen

NAKED Copenhagen

Store Regnegade 2
1110 København K

Opening hours:
Monday - Thursday 10.00 - 18.00
Friday 10.00 - 19.00
Saturday 10.00 – 17.00
Sunday 11.00 - 16.00

Copenhagen Flagship Store | NAKED Copenhagen

NAKED Aarhus

Store Torv 7
8000 Aarhus

Opening hours:
Monday - Thursday 10.00 - 18.00
Friday 10.00 - 19.00
Saturday 10.00 – 17.00
Sunday 11.00 - 16.00

Aarhus Flagship Store | NAKED Copenhagen

In Store Raffle – Terms & Conditions

To participate in the raffle on Jordan Brand x V.A.A. Air Jordan High OG "ALASKA", please follow the guidelines below:

· Sign up is available in store only at our Copenhagen and Aarhus locations

· Registration is open during store hours on Monday 30 March and Tuesday 31 March

· You may only enter once per person

· You may only sign up for pickup in the store where you register

Required information:

· Full name

· Email address

· Preferred size

Winner selection:

· Winners will be selected at random

· All participants will be notified via email on Wednesday 1 April

If selected as a winner:

· You must pick up your pair in person on Saturday 4 April between 10:00 – 11:00

· Valid photo ID is required and must match your registration details

· If you do not collect your pair within the given timeframe, your reservation will be forfeited

Additional information:

· Size cannot be changed after selection

· Standard return/exchange policy applies

Sign-up
To sign-up for a raffle you must have a NAKED Copenhagen account. We reserve the right to delete any accounts or sign up suspected of being created by the same user.

Shipping
When signing up for a raffle, you must enter the shipping address where your order will be dispatched to. Please be aware, that you are not able change the shipping address once you have been selected as a winner.
For raffle products only a limited number of shipping methods are available. All raffle products are excluded from free shipping.
We will ship to nearest pick-up point to shipping addresses in Denmark and Sweden. It is not possible to select a specific pick-up point.
For all countries we will ship to the shipping address.

Payment
When signing up for a raffle, you must register your credit card information. The acquirer may reserve the amount on your credit card. NAKED Copenhagen has no control on that. The reserved amount 1 EUR/1 DKK/1 USD will be refunded.

Winners
If you are selected as a winner, the raffle product will be dispatched, and payment will automatically be processed. Orders cannot be cancelled or changed once you have been selected as a winner.

Returns
NAKED Copenhagen’s general return terms and conditions apply to all raffle products.

We aim to process all orders as quickly as possible. Please note, there may be processing delays during special releases, Christmas, and sales periods.

Selected products do not qualify for free shipping. In this case, it will be stated in the items' product description.
We cannot deliver to FPO Box addresses.
Orders outside the EU may be subject to Custom & VAT fees when the shipment reaches its destination. Please consult your local customs authorities with any inquiries.
Delivery times are an estimate and should only be used as a guide.

Denmark

All shipments within Denmark have a delivery time of 1–3 business days.

Delivery Method	Shipping Cost
PostNord Service Point - orders above 799 DKK**	0 DKK
PostNord Service Point - orders equal or below 799 DKK**	29 DKK
PostNord Home Delivery	49 DKK
GLS Erhverv	35 DKK
GLS Service Point	35 DKK
GLS Home delivery	50 DKK

**If you choose delivery to a PostNord parcel locker, you must collect your parcel within 3 days of it being ready for collection. You can extend the collection period to 7 days free of charge in the PostNord app. This deadline applies only to parcel lockers; parcels delivered to a PostNord service point can be collected within 7 days.

If the parcel is not collected before the deadline, it will be returned to us. We do not automatically resend uncollected parcels or send them to the same parcel locker again. Please contact our customer service team if you still want your items.

Return shipping: When using our return label, the fee is 39 DKK for Denmark and 169 SEK for Sweden. The fee is deducted from your refund. See our Return Policy for details.

Europe

All shipments within Europe are shipped using UPS and DHL
The standard delivery time is 2-4 business days.
Express delivery time is 1-2 business days.
*Orders placed before 14:00 Monday to Friday will be shipped the same-day through express delivery

Country	Access point delivery	Home delivery	Free delivery above	Express delivery
Albania	N/A	35 EUR	N/A	N/A
Andorra	N/A	25 EUR	N/A	N/A
Austria	15 EUR	20 EUR	200 EUR	25 EUR
Belarus	N/A	35 EUR	N/A	N/A
Belgium	7 EUR	12 EUR	150 EUR	20 EUR
Bosnia and Herzegovina	N/A	35 EUR	N/A	N/A
Bulgaria	15 EUR	20 EUR	200 EUR	25 EUR
Croatia	15 EUR	20 EUR	200 EUR	25 EUR
Cyprus	N/A	25 EUR	N/A	N/A
Czech Rep.	15 EUR	20 EUR	200 EUR	25 EUR
Estonia	15 EUR	20 EUR	200 EUR	25 EUR
Faroe Island	N/A	40 EUR	N/A	N/A
Finland	8 EUR	12 EUR	200 EUR	20 EUR
France	4.90 EUR	10 EUR	150 EUR	20 EUR
Georgia	N/A	40 EUR	N/A	N/A
Germany	4.90 EUR	9 EUR	150 EUR	20 EUR
Greece	15 EUR	20 EUR	200 EUR	25 EUR
Guernsey	N/A	25 EUR	N/A	N/A
Hungary	15 EUR	20 EUR	200 EUR	25 EUR
Iceland	N/A	25 EUR	N/A	N/A
Ireland	15 EUR	20 EUR	200 EUR	25 EUR
Italy	8 EUR	12 EUR	200 EUR	25 EUR
Jersey	N/A	25 EUR	N/A	N/A
Latvia	N/A	15 EUR	200 EUR	25 EUR
Liechtenstein	N/A	25 EUR	N/A	N/A
Lithuania	N/A	15 EUR	200 EUR	25 EUR
Luxembourg	7 EUR	12 EUR	200 EUR	20 EUR
Malta	N/A	25 EUR	N/A	N/A
Marcedonia	N/A	35 EUR	N/A	N/A
Monaco	12 EUR	20 EUR	200 EUR	20 EUR
Netherlands	4.90 EUR	10 EUR	150 EUR	20 EUR
Norway	N/A	15 EUR	200 EUR	25 EUR
Poland	7 EUR	10 EUR	150 EUR	25 EUR
Portugal	15 EUR	20 EUR	200 EUR	25 EUR
Romania	15 EUR	20 EUR	200 EUR	25 EUR
San Marino	N/A	25 EUR	N/A	N/A
Serbia	N/A	35 EUR	N/A	N/A
Slovakia	15 EUR	20 EUR	200 EUR	25 EUR
Slovenia	15 EUR	20 EUR	200 EUR	25 EUR
Spain	8 EUR	12 EUR	200 EUR	25 EUR
Sweden	49 SEK	130 SEK	999 SEK	215 SEK
Switzerland	N/A	15 EUR	200 EUR	25 EUR
Turkey	N/A	35 EUR	N/A	N/A
United Kingdom	N/A	N/A	N/A	N/A
Ukraine	N/A	35 EUR	N/A	N/A

We currently do not offer shipping to the United Kingdom.

Pickup In-store - France

NAKED Copenhagen offers free shipping for orders delivered to a NAKED Copenhagen store in France when selecting the Pickup In-store shipping method at checkout.

The standard delivery time is 2-4 business days.

Asia/Australia/New Zealand

All orders are shipped using DHL Express shipping.
Delivery time is 3-5 business days.
Shipping costs for orders containing more than 10 products will be calculated at checkout.

Pairs	Price
1 pair	25 EUR
2 pairs	30 EUR
3 pairs	40 EUR
4 pairs	50 EUR
5-6 pairs	75 EUR
7-8 pairs	100 EUR
9-10 pairs	120 EUR

USA/Canada/Mexico

All orders are shipped using DHL Express shipping.
Delivery time is 3-5 business days.

Shipping costs for orders containing more than 10 products will be calculated at checkout.

Pairs	Price
1 pair	38 USD
2 pairs	45 USD
3 pairs	60 USD
4 pairs	70 USD
5 pairs	80 USD
6 pairs	90 USD
7-8 pairs	110 USD
9-10 pairs	110 USD

Worldwide

All orders are shipped using DHL Express shipping.
Delivery time is 3-5 business days.

Country	Standard delivery
Argentina	40 EUR
Barbados	40 EUR
Brazil	40 EUR
Chile	40 EUR
Egypt	40 EUR
Greenland	40 EUR
Guam	40 EUR
Qatar	40 EUR
Kuwait	40 EUR
Saudi Arabia	40 EUR
South Africa	40 EUR

Denmark: Returns using our return label cost 39 DKK.
The fee is deducted from your refund.

Christmas Returns - online and in-store

All purchases made from November 2 to December 23, 2026, both online and in all stores, will have an extended return deadline of January 31, 2027.

Returns

You can return items within 30 days from the day you receive your order.
Fill in the return form that came with your order, or download it here, and enclose it in your return parcel.

If there is an issue with your order (incorrect item, missing item(s) or a damaged item), please contact our customer service at [email protected] before returning your order.
In cases involving claims, NAKED Copenhagen covers the necessary return shipping costs.

Condition of the goods upon return and packaging

The following applies to all returns, whether you return through our Return Portal, send the parcel yourself or return in one of our stores.

You are only liable for any reduction in the value of the goods resulting from handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods.
You may normally inspect and try the goods in the same way as you may and can in a shop.

You must return the goods in the original packaging.
The packaging may be opened, but not damaged.
If the packaging is missing or damaged, this may constitute a reduction in value for which you are liable.

You should also ensure that the goods are securely packaged when you return them.
You bear the risk for the package/goods yourself until we receive them.
Therefore, keep the postal receipt and any track and trace number.

The shoe box

The original shoe box is an important part of the product and has value for many customers.
Please take extra care to ensure that the shoe box is not damaged when you return or exchange an item.
Damage to the shoe box may result in a deduction for diminished value in accordance with applicable law.

Returns within Denmark

Register your return through our Return Portal.
You will then receive a return label or QR code along with instructions on how to send your parcel back to us.

When using our return label, a return shipping fee of 39 DKK applies.
This amount will automatically be deducted from your refund once your return has been processed.

We recommend using our Return Portal.
However, you may also arrange and pay for return shipping yourself.

Returns within Sweden

Register your return through our Swedish Return Portal.
You will then receive a return label or QR code along with instructions on how to send your parcel back to us.

When using our return label, a return shipping fee of 169 SEK applies.
This amount will automatically be deducted from your refund once your return has been processed.

We recommend using our Return Portal.
However, you may also arrange and pay for return shipping yourself.

Returns from countries outside Denmark and Sweden

All returns from outside Denmark and Sweden, including shipping costs and arrangements, are the customer’s responsibility.
This means that you arrange and pay for the return shipping yourself, as we are unable to provide return labels.

Arranging your own return shipping

This applies to all customers who send their return without using our return label.

Fill in the return form that came with your order, or download it here, and enclose it in your return parcel.
Send the parcel directly to our warehouse at the address below – not to a parcel shop, parcel locker or pick-up point.

Return address:
NAKED Copenhagen
Hammerholmen 9 V
2650 Hvidovre
Denmark
Att: RETURNS

Contact information (if required by the carrier):
Company name: NAKED Copenhagen
Email: [email protected]
Phone: +45 3315 8380

We recommend asking your carrier for a tracking number or tracking link and sending it to us.

Please note that we do not collect returns from parcel shops, parcel lockers or pick-up points.
If your parcel is sent there anyway, it will automatically be returned to you at your own expense.

Returns in store

If you wish to return an item you bought in one of our stores, it is important that you bring your receipt. Items bought in our stores must be returned within 14 days of the purchase date.

Online orders placed in Denmark can be returned in our stores in Copenhagen and Aarhus.

Online orders placed in France, including Click & Collect orders, can be returned in our Paris store.

When returning an online order in store, it is important that you bring your order confirmation, as the store will otherwise not be able to process the return.

Online orders can be returned in store within 30 days from the day you receive your order.

All other online orders must be returned online.

Processing and refunds

Processing your return may take up to 20 days from the day we receive the parcel, but we do our best to process it as quickly as possible.
Please note that during major releases, Christmas and sale periods, processing may in rare cases take longer.
Once your return has been processed, we will send you an email and refund the amount to your original payment method.
The amount will normally be visible in your bank account within 2-5 business days.

In the event of a full withdrawal within the statutory period, we will also refund the original standard delivery costs.
Additional costs for upgraded delivery methods are non-refundable.
For partial returns or returns made under our extended 30-day return policy, our additional return terms apply.
The cost of sending the item back to us is not refunded.

For orders shipped to countries outside the EU, original shipping costs are non-refundable, unless the return is due to a defective item or an error on our part, or is otherwise required by applicable law.

Refused or uncollected parcels

Parcels that are refused or not collected at a pick-up point and are therefore returned to NAKED Copenhagen may be subject to return shipping costs in accordance with applicable law and the terms applicable to the order.

Please note

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

In-store Exchanges

Orders placed online can be returned or exchanged in our physical stores located in Aarhus and Copenhagen. Please note that online orders cannot be exchanged or returned in our Paris store.

Products purchased in one of our locations may be exchanged or returned in-store within 14 days, with the original receipt. Products bought in-store can not be returned or exchanged through the webshop. In case of claims, make sure to bring the original reciept.

Defective items – online orders

If your item is or becomes defective, you are entitled to file a claim within two years from the date of purchase.
Please contact us as soon as you notice the defect, and stop using the item from that moment, as further use can affect our assessment of the claim.

Please send an email to [email protected] with "Claims" and your order number in the subject line.

Please include:

Your order number. If the item was a gift, please include the order number or the name and email of the person who placed the order.
A short description of the defect and when you first noticed it.
Close-ups of the defect.
Photos of the whole item in daylight, from as many angles as possible.

For shoes, please also include:

A photo of the outsoles.
A photo of the size label inside the shoes.
A photo of the shoebox, if you still have it.

For clothing, accessories and other items, please also include:

A photo of the size label or care label inside the item, if there is one.
A photo of the packaging, if you still have it.

Please do not register a claim in our return portal or send the item back as a regular return.
If we need to see the item, we will send you a prepaid return label.

Processing time

We will contact you after we have processed your claim, which can take up to 20 business days.

Store purchases

If you purchased your item in one of our stores, please visit the store and bring the item and the receipt with you.
The store will assist you with your claim.

Ship claims

If your parcel arrives damaged, if items are missing or wrong, or if your order is marked as delivered but you have not received it, please inform our customer service immediately (within 14 days) to ensure that we can process your claim on time.

Damaged, wrong or missing items on delivery

Please keep the shipping box and all packaging until your case is closed.

Please include your order number and:

Photos of the shipping box from all sides, including the shipping label.
Photos of the shoebox or inner packaging.
Photos of the item(s) you received, including the size label.

Without photos of the shipping box and the shipping label, the carrier cannot investigate the case.

Marked as delivered, but not received

Please check the tracking link and the delivery point you chose at checkout.
Please also check with your neighbours, your mailbox and any reception or parcel room in your building.
If you still cannot find your parcel, please contact us within 14 days of the delivery date with your order number.
We will then start an investigation with the carrier, which can take up to 30 days.
We will contact you as soon as we have an update.

Returns, exchanges and refunds

How do I return an item?

You can return items within 30 days from the day you receive your order.
All customers must fill in the return form that came with your order, or download it here, and enclose it in the return parcel.

Denmark and Sweden:
Register your return in our return portal.
You will then receive a return label or a QR code and instructions on how to send your parcel back.

All other countries:
You arrange and pay for the return shipping yourself.

You can find the return portal, the return form and the full instructions on our returns page.

How much does it cost to return an item?

Denmark: When you use our return label, the return shipping costs DKK 39.
Sweden: When you use our return label, the return shipping costs SEK 169.
The amount is deducted from your refund once your return has been processed.
You can also arrange and pay for the return shipping yourself.

All other countries: You arrange and pay for the return shipping yourself.

The cost of sending the item back is not refunded.
Orders placed before 9 November 2026 follow the return terms that applied at the time of purchase.

If you have received a wrong, defective or missing item, it is important that you contact our customer service at [email protected] before you send anything back.

When will I get my money back?

Once we have processed your return, we will send you an email and refund the amount to your original payment method.
The amount will usually be visible in your account within 2–5 business days.
If you paid with a digital gift card, the amount will be refunded to the gift card.

Have you received my return, and how long is the processing time?

Processing your return can take up to 20 days from the day our returns department receives the parcel.
During busy periods such as big releases, Christmas and sales, processing your return may take longer.
You can follow your return parcel via the tracking link on your return label.
If you send the parcel yourself, ask the carrier for a tracking number so you can keep an eye on it.
We will send you an email confirming your refund as soon as your return has been processed.

Can I exchange an item?

We do not offer exchanges online.
Return your item, and place a new order in the size or colour you want.
We recommend placing the new order as soon as possible so your size does not sell out.
We cannot guarantee that the price will be the same when you place a new order.

Online orders placed in Denmark, including Click & Collect orders, can be exchanged in our stores in Copenhagen and Aarhus.
Online orders placed in France, including Click & Collect orders, can be exchanged in our store in Paris.
If you want to exchange an online order in store, it is important that you bring your order confirmation.
Exchanges in store are only possible if we have your size in stock.

Do you offer extended returns for Christmas?

Yes.
All orders placed from 2 November 2026 can be returned until 31 January 2027.
This also applies to items bought in our stores from 2 November.
If you buy late in the period, you always have at least our standard return period.
Purchases made before 2 November also follow our standard return period.
The standard return period is 30 days from receipt for online orders and 14 days from the date of purchase for in-store purchases.
The return fee still applies during the Christmas return period.

Can I get an extended return period if it is a gift?

We do not extend the return period, not even for gifts.
However, if you buy a gift from 2 November, it is covered by our extended return period until 31 January.
The refund is always made to the person who paid for the order.

Can I return or exchange in your stores?

Online orders placed in Denmark, including Click & Collect orders, can be returned and exchanged in our stores in Copenhagen and Aarhus.
Online orders placed in France, including Click & Collect orders, can be returned and exchanged in our store in Paris.
This must be done within 30 days from the day you received your order, and you must bring your order confirmation.
All other online orders must be returned online.

Items bought in one of our stores can be returned in store within 14 days from the date of purchase.
Remember your receipt.

What condition does the item need to be in when I return it?

The item must be returned unused and in the same condition as when you received it.
You are welcome to try it on, as you would in a store.
The item must be returned in its original packaging.
The packaging may be opened, but not damaged.

Signs of use or a missing or damaged shoe box may result in a deduction from your refund for loss of value.
Please put the shoe box inside a shipping box so it is not damaged during transport.

Can all items be returned?

For hygiene reasons, insoles, socks, care products, underwear and swimwear cannot be returned if the seal has been broken.
All other items can be returned, including sale items and items bought with a discount code.

Where can I find the return portal and the return form?

Return form:
All customers must fill in the return form that came with your order, or download it here, and enclose it in the return parcel.

Denmark and Sweden:
Our return portal can only be used by customers in Denmark and Sweden.
You can find the return portal on our returns page.
If you have registered your return through the portal but cannot find your QR code, check your inbox and spam folder for an email with the subject "Naked Copenhagen Return Form".
You can also find the QR code in the PostNord app.

What is the return address when I send from abroad?

NAKED Copenhagen
Hammerholmen 9 V
2650 Hvidovre
Denmark
Att: RETURNS

Send the parcel directly to our warehouse, not to a parcel shop, parcel locker or pick-up point.
If the parcel is sent there, it will automatically be returned to you at your own expense.
Ask the carrier for a tracking number, and send it to us so we can follow the parcel.

Delivery and tracking

Where is my parcel?

You can follow your parcel via the tracking link in your shipping confirmation.
If the tracking has not changed for several days, contact us with your order number, and we will look into it with the carrier.
If your parcel has not arrived, you must contact us within 14 days from the expected delivery date.

Why haven't I received a tracking number?

You will receive your tracking number as soon as your order has been shipped.
If you chose delivery to a parcel shop, you will be notified directly by the carrier, e.g. PostNord or GLS.
Check your text messages, your email and the carrier's app.
Also check your spam folder.

Which countries do you ship to?

We ship to most countries in the world.
You can see all countries, prices and delivery methods on our shipping page.
We do not currently ship to the United Kingdom.
We cannot deliver to FPO boxes.

How much is shipping, and when is shipping free?

The shipping price depends on your country and the delivery method you choose.
You can see the price at checkout and on our shipping page.

In Denmark, delivery to a PostNord parcel shop is free on orders over DKK 799.
Free delivery does not apply to selected products and raffle products.
The product description will state if a product is excluded.

How long is the delivery time?

Denmark: 1–3 business days.
Europe: 2–4 business days, or 1–2 business days with express delivery.
USA, Canada and Mexico: 1–3 business days.
Rest of the world: 2–4 business days.

Delivery times are estimates.
During busy periods such as big releases, Christmas and sales, there may be delays.

My parcel shows as delivered, but I haven't received it

Check the tracking link and the pick-up point you chose at checkout.
Also check with your neighbours, in your mailbox and in your building's reception or parcel room, if there is one.

If you still cannot find your parcel, contact us with your order number within 14 days from the date the parcel shows as delivered.
We will then start an investigation with the carrier, which can take up to 30 days.
We will contact you as soon as we have an update.

I chose the wrong parcel shop. Can you change it?

Unfortunately, we cannot change the delivery location once your order has been shipped.
If your parcel is shipped with UPS, you can change the delivery yourself for free at ups.com or via UPS My Choice.

What happens if I don't pick up my parcel?

Parcels that are not picked up or are refused are returned to our warehouse.
Once we have received the parcel, we will contact you, and you can choose whether you want it sent again or want your money back.
Return shipping and administration costs may be deducted from your refund.

How does Click & Collect work?

You can choose Click & Collect at checkout and pick up your online order for free in one of our stores.
Online orders placed in Denmark can be picked up in our stores in Copenhagen and Aarhus.
Online orders placed in France can be picked up in our store in Paris.
You will be notified as soon as your order is ready for pick-up.
Bring your order confirmation and valid ID.
For security reasons, only you can pick up the order.

You have 7 days to pick up your order from the day it is ready for pick-up.
If the order has not been picked up after a further 7 days, it will be returned to our warehouse and refunded.

Your Click & Collect order can be returned online or in store within 30 days from the day you picked it up.
Danish orders can be returned in Copenhagen and Aarhus, and French orders in Paris.
Read more on our Click & Collect page.

Changing and cancelling orders

Can I cancel my order?

Send us an email at [email protected] with your order number as soon as possible.
If your order has already been picked in our warehouse, unfortunately we cannot cancel it.
Instead, you can return it once you have received it.

Can I change my order (size, item or discount code)?

Unfortunately, we cannot make changes to an order once it has been placed.
If you want a different size or item, your original order must be cancelled, and you need to place a new one.
Send us an email at [email protected], and we will cancel it.
If your order has already been picked in our warehouse, it cannot be cancelled, but you can return it.

I entered the wrong shipping address

Unfortunately, we cannot change the address on an order.
Send us an email at [email protected], and we will cancel the order so you can place a new one with the correct address.
If your order has already been shipped with UPS, you can change the delivery yourself at ups.com or via UPS My Choice.

I entered the wrong email address

Send us an email at [email protected] with your order number and the correct email address.
We will then update your order and send the order confirmation to the correct address.

I haven't received an order confirmation

Check that you entered your email address correctly, and look in your spam folder.
If you still cannot find it, send us an email at [email protected], and we will check whether your order has gone through.
Do not place a new order until you have heard from us, so you do not risk being charged twice.

Can I get an invoice?

Yes.
Send us an email at [email protected] with your order number and the email address you used for the purchase.

Discount codes and promotions

How do I get a discount code?

You can get a 10% discount code by signing up for our newsletter via the "-10%" pop-up on our website.
The code will be sent directly to your email.
It may take a little while before it reaches your inbox, so also check your spam folder.
If you have previously signed up with the same email address, the system will not send a new code.
The code is valid for one month from the day you receive it and can only be used once.
Please note that the 10% welcome code is not available in all periods.

Why isn't my discount code working?

There can be several reasons:
Some products are excluded from all discounts, offers and promotions. This is stated on the product page just below the price.
The code has expired. The welcome code is valid for one month from the day you receive it, and campaign codes only apply during the campaign period.
The code has already been used. The welcome code can only be used once.

Try again in a private window or a different browser.
If the code still does not work, send us an email at [email protected] with a screenshot of the error at checkout.

Can the discount code be used in store?

The 10% welcome code from our newsletter can only be used online at nakedcph.com.
It cannot be used in our stores.

Where do I enter the discount code?

Add your items to the cart, and go to checkout.
Enter the code in the discount code or gift card field, and click "Apply".
The discount is deducted straight away.

I forgot to use my discount code. Can you add it?

Unfortunately, we cannot add a discount code to an order once it has been placed.
You can ask us to cancel the order and place a new one with the discount code, as long as the order has not been picked in our warehouse.
You are also welcome to use the code on your next purchase, as long as it is still valid.

Can discount codes be combined?

Only one discount code can be used per order.
Whether a campaign code also applies to sale items depends on the individual campaign.
Some products are excluded from all discounts, offers and promotions. This is stated on the product page just below the price.

Do you offer a price guarantee if the price drops?

Unfortunately, we do not refund the price difference if the price of an item drops after you have bought it.
You are welcome to return the item and buy it again at the new price.
Please note that the return follows our standard return terms.
In Denmark our return label costs DKK 39 and in Sweden SEK 169, and the amount is deducted from your refund.
In all other countries, you arrange and pay for the return shipping yourself.

Stock and releases

The item is sold out. Will you get it back in stock?

If the product or size is not listed on our website, it is unfortunately sold out.
We do not know restock dates.
Click "Restock Reminder" on the product page and select your size, and you will automatically be notified if the item comes back.
You can also click "Check in-store availability" to see if the item is available in one of our stores in Copenhagen and Aarhus.
Store stock is an estimate and is not always fully up to date.

The item is available in store. Can you send it to me?

Unfortunately, we cannot ship items from our stores.
Items in our stores can only be bought by visiting the store.

Can I reserve or pre-order an item?

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

How do releases and raffles work?

Most releases are sold on a first come, first served basis online and in our stores.
For special releases, we hold a raffle.
The terms of each raffle are stated in our post about the release and on our "Raffle terms" page.
You can only enter once per person.

Claims

My item is defective. How do I make a claim?

If your item is defective, you have the right to make a claim within two years from the date of purchase.
Contact us as soon as you discover the defect, and stop using the item from that point, as continued use may affect our assessment of the claim.
Send an email to [email protected] with "Claims" and your order number in the subject line.

Please send us:
• Your order number. If the item was a gift, send the order number or the name and email of the person who ordered it.
• A short description of the defect and when you discovered it.
• Close-up photos of the defect.
• Photos of the whole item in daylight from as many angles as possible.

For shoes, please also send:
• A photo of the outsoles.
• A photo of the size label inside the shoes.
• A photo of the shoe box, if you still have it.

For clothing, accessories and other items, please also send:
• A photo of the size or care label inside the item, if there is one.
• A photo of the packaging, if you still have it.

Do not create a claim in our return portal, and do not send the item back as a regular return.
If we assess that the item needs to be examined further, we will send you a prepaid return label.
Read more on our claims page.

I bought the item in one of your stores. How do I make a claim?

If you bought your item in one of our stores, bring the item and the receipt to the store, where the staff will help you with your claim.

If you bought the item in our store in Copenhagen or Aarhus but do not live in Denmark, you can instead send an email to [email protected].

Please send us:
• Your name, phone number and email.
• A photo of the receipt.
• Photos of the defect.

We will then forward your claim to the store.

My parcel is damaged, or I received a wrong or missing item

If your parcel arrives damaged, if items are missing, or if you have received a wrong item, you must contact our customer service immediately (within 14 days) so we can process your claim in time.
Keep the shipping box and all packaging until the case is closed.

Send us your order number and:
• Photos of the shipping box from all sides, including the shipping label.
• Photos of the shoe box or the inner packaging.
• Photos of the items you received, including the size label.

Without photos of the shipping box and the shipping label, the carrier cannot investigate the case.
Read more on our claims page.

How long is the processing time for claims?

We will contact you once we have processed your claim, which can take up to 20 working days.
Claims sent to us between 18 December and 4 January may have a processing time until 1 February.

Products and sizes

Which size should I choose?

You can find our Size & Fit recommendations on the product page, just below the "Add to cart" and "Check in-store availability" buttons.
Here you can see whether the item runs small, large or true to size, and whether the model is unisex.
Sizes vary from brand to brand, so the brand's own size guide always applies.
If a size recommendation is missing for an item, you are welcome to contact our customer service at [email protected], and we will help you.

How do I measure my foot?

Place a piece of paper on the floor against a wall, and stand on it with your heel all the way against the wall.
Mark your longest toe, and measure the distance from the wall to the mark in cm.
Do the same with your other foot, and use the larger measurement.
Add approx. 0.5–1 cm, and find the number in the brand's size guide.
Preferably measure at the end of the day, and wear the socks you usually wear with the shoes.

Is the shoe waterproof?

Shoes with GORE-TEX have a membrane that is water-repellent while letting moisture escape, so your foot can breathe.
Water-repellent shoes are not completely waterproof, so water can still get in over the edge or run down your leg.
If you are looking for a completely waterproof shoe, we recommend a rubber boot.
Treat your shoes regularly with waterproofing spray so the upper continues to repel water.

Are your products authentic?

Yes, all our products are authentic.

Do you offer gift wrapping?

Unfortunately, we do not offer gift wrapping on online orders.

Account and newsletter

How do I delete my account?

Send us an email at [email protected] from the email address the account was created with.
We will then delete your account and all associated information.
Please note that you will still receive our newsletter until you unsubscribe yourself.

How do I unsubscribe from the newsletter?

Open one of our newsletters, and scroll down to the bottom.
Click "Unsubscribe", and confirm.
If you cannot find a newsletter, write to [email protected] from the email address you want to unsubscribe, and we will help you.

How do I join NAKED Copenhagen Active Club?

Go to @nakedcph on Instagram, and join the "NAKED Copenhagen Active Club" channel via the link in our bio.
Here you can see upcoming runs and events.
There is a limited number of spots for each event.

Payment, duties and taxes

Why do I have to pay customs or import taxes?

EU: Prices include VAT, so you will not be charged any import taxes on delivery.

Norway: Norwegian VAT is collected at checkout under the Norwegian VOEC scheme, so you will not be charged any additional VAT or customs on delivery.
Items with a value of NOK 3,000 or more (excluding VAT) fall outside the VOEC scheme and may be customs-cleared on arrival in Norway.
If DHL still charges fees for an order under NOK 3,000, please contact our customer service at [email protected], and we will help you.

All other countries outside the EU (including the USA): Prices are displayed and invoiced without VAT.
It is also stated under delivery on all our product pages that orders outside the EU may be subject to customs and VAT on delivery.
Import duties and taxes may be charged by your local customs authorities on delivery and collected by DHL on their behalf.
The charges are set by the customs authorities and not by us, which is why we cannot remove, change or refund them.
Contact your local customs authorities if you have any questions.

DHL is asking me to pay. Is it double shipping?

No.
The amount DHL asks for is customs and import taxes, not an extra shipping charge.
The shipping you paid at checkout covers the transport of your parcel.
Your parcel will be released for delivery as soon as the fees have been paid.
If the fees are not paid, the parcel will be returned to us.

Which payment methods do you accept?

We accept Visa/Dankort, Visa, Visa Electron, Mastercard, Maestro, MobilePay, iDeal, PayPal, Klarna, ViaBill and our digital gift card.
The methods available to you depend on your country.

How do I use a gift card?

A gift card can only be used where it was bought.
Gift cards bought in one of our stores can only be used in our stores.
Digital gift cards bought online can only be used online at nakedcph.com.

Use your digital gift card by entering the 16-digit code in the discount code or gift card field at checkout and clicking "Apply".
The digital gift card is valid for 3 years and can be used several times until the balance is used up.
You can check your balance via the link in your gift card email.

Read more in our Digital Gift Card FAQ.

How do I change the currency?

The currency depends on the country your order will be delivered to.
Scroll down to the bottom of the page to select your country and currency.

How does instalment payment with ViaBill work?

With ViaBill, you can postpone payment for up to 30 days or split the payment over 4 months.
You choose ViaBill at checkout.
Read more on our ViaBill instalment payment page.

Stores and contact

Where are your stores, and what are the opening hours?

NAKED Copenhagen
Store Regnegade 2, 1110 Copenhagen K
Monday–Thursday 10–18, Friday 10–19, Saturday 10–17, Sunday 11–16

NAKED Aarhus
Store Torv 7, 8000 Aarhus
Monday–Thursday 10–18, Friday 10–19, Saturday 10–17, Sunday 11–16

NAKED Copenhagen Paris
38 Rue Sainte Croix de la Bretonnerie, 75004 Paris
Monday–Saturday 11–18.30, Sunday 12–19

Special opening hours are listed on our contact page.

How do I contact customer service, and when do you reply?

You can write to us at [email protected] or in the chat on our website.
Customer service is open Monday–Friday 9:30–15:00.
During these hours, you can also call us on +45 3315 8380.
Always have your order number ready so we can help you faster.

GENERAL TERMS AND CONDITIONS OF SALE – NAKEDCPH.COM WEBSITE

Last modified on: 21/03/2025

These General Terms and Conditions of Sale are entered into between:

On the one hand, NAKED ApS, a company with capital of DKK 126,000, whose registered office is at Bryggernes Plads 14, 1799 København V, registered with the Danish Enterprise Authority (Erhvervsstyrelsen) under number 28108893 (hereinafter referred to as "Naked"),

And on the other hand, any natural person visiting or making a purchase via the www.nakedcph.com website (hereinafter referred to as the "Website") or placing an order with a salesperson from the Naked shop on the same Website, whether from Denmark or abroad (hereinafter referred to as the "Customer").

ARTICLE 1 - PURPOSE

The purpose of these General Terms and Conditions of Sale is to define the terms and conditions of selling between Naked and the Customer, from the order to the services, including payment, delivery and return of the goods ordered. They regulate all the stages involved in placing an order and ensure that the order is followed up between the contracting parties.

The purpose of the Naked website and Naked shops is to market and sell products intended to be used by private individuals for personal purposes who do not resell them. Naked therefore reserves the right to refuse or cancel the sale of products to other retailers or resellers.

Any order implies that the Customer fully accepts these General Terms and Conditions of Sale. The Customer declares that he/she has the capacity to enter into this contract, i.e. that he/she is of legal age and is not under guardianship or trusteeship. The Customer also declares that he/she is not purchasing Naked products and items with a view to reselling them.

The General Terms and Conditions of Sale represent the entire agreement between Naked and the Customer, who expressly accepts them.

Naked reserves the right, for legitimate reasons, to adapt or modify the Terms and Conditions of Sale at any time. In the event of modification, the General Terms and Conditions of Sale in force on the Website on the date on which the Customer places the order will apply. However, if a condition is lacking, it will be considered to be governed by the practices in force in the distance selling sector in which the companies are based.

For all conditions relating to in-store sales, please refer to the General Terms and Conditions of In-Store Sales.

ARTICLE 2 - OUR OFFER

The purpose of the Site is to offer for sale fashion items, clothing, pairs of shoes and all items for personal clothing.

The items offered for sale by Naked are those shown on the Website on the day the Customer consults it.

Before placing an order, the Customer may view the essential characteristics of the product(s) offered on the Site that he/she wishes to order on the corresponding product sheet.

As products are constantly evolving, manufacturers may modify the technical composition and characteristics of product references without notice.

The products offered on the Website may differ from those offered in Naked Copenhagen's physical shops.

ARTICLE 3 - AVAILABILITY

The Customer may select one or more products from the various categories offered on the Website. It should be noted that Naked may modify the range of products offered on the Website at any time, without prejudice to orders placed by the Customer.

Offers of products and prices are valid as long as it is possible to validate the order. The unavailability of a product after the order has been placed, for any reason whatsoever - temporary stock shortage or definitive unavailability of the said product - does not give rise to the total cancellation of the order, but results in the cancellation of the product(s) concerned and then the dispatch of the available product(s). The Customer will be promptly informed by email.

The Customer will be charged an amount equivalent to the price of the products actually dispatched, without any impact on the promotions and offers activated when the order was placed (for example: if one of the two t-shirts in the "2 T-shirts for €30" offer is no longer available, the only t-shirt dispatched will be charged €15.00), nor on the calculation of delivery costs.

The Customer is hereby informed that the order is considered cancelled in the case of products indicated as being unavailable at the time of dispatch, so that the Customer may in no way assert his or her right to said products if they were to become available again on the Site.

ARTICLE 4 - PRICES

Purchasing in the European Union

For orders placed from within the European Union, all prices include VAT (based on the customer location). Product prices do not include shipping costs.

Non-EU purchases - VAT-exempt purchases

In the case of orders from outside the European Union or the United Kingdom, prices are displayed and invoiced without VAT. Product prices do not include shipping costs.

All purchases from the UK are supported by the DDP (Delivered Duty Paid) service. These costs are reflected in the shipping charges.

Purchases from outside the European Union may be subject to import duties and taxes. Naked accepts no responsibility for these charges. Customers are advised to contact their local customs office prior to placing their order for country specific information.

The prices displayed on the Site are, by default, indicated in euros (EUR) or US dollars (USD), depending on the Customer's location.

The prices charged on the Website are independent of the prices charged in Naked Copenhagen shops.

The prices of products displayed on the Site do not include delivery costs, unless otherwise stated.

Naked reserves the right to change the price of its products at any time, but undertakes to apply the prices in force when the Customer's order is recorded, subject to the availability of the products on that date.

The products remain the property of Naked until the Customer has paid the price in full. Nevertheless, the risks will be transferred to the Customer upon receipt of the order.

Offers and promotional codes

In case of promotional offers, the prices indicated will be valid during the period of the offer and on the sites covered by the offer.

Several promotional offers may apply to the same basket, but only one promotion may apply to each product. Another promotional offer will only apply to products that are not discounted.

Some products may be excluded from promotional offers, at any moment and without notice.

In the event of a gross error on the promotion applied to a product, Naked reserves the right to cancel the Customer's order.

ARTICLE 5 - ORDERING

5.1 Terms and conditions:

Any order placed on the Site implies express and unreserved acceptance of these General Terms and Conditions of Sale.

The purpose of the Site is to offer for sale products intended for private individuals who use them for personal purposes and who do not resell them. The company therefore reserves the right to refuse or cancel the sale of products to other retailers or resellers.

Naked also reserves the right to temporarily exclude a city or country from access to purchase on the Site, if it deems that opening up to that country is detrimental to its business for a given period in an exceptional case.

Finalising the order

The Customer undertakes to ensure that the information provided at the time of ordering is complete, accurate and up-to-date. If this is not the case, Naked reserves the right to cancel the order outright.

The order may be placed for a delivery address other than the billing address.

Packages that have not been collected from the collection point and returned to Naked may incur return postage and associated administration costs when processing your refund.

Once the order has been placed, Naked will send the Customer an automatically generated order confirmation email. This email is merely an acknowledgement of receipt and cannot be considered legally binding. At this stage, Naked reserves the right to cancel the order in the event of a pricing error or the product being unavailable. If Naked is unable to deliver the order, the Customer will be contacted immediately.

Naked reserves the right to refuse or cancel any order from a Customer with whom there is a dispute relating to the payment of a previous order until such dispute is resolved, an incorrect address or any other problem with the Customer's account.

Naked reserves the right to refuse or cancel an order if it considers that the Customer is engaging in distribution or carrying on an economic activity using the products thus ordered, or for any other reason.

Any request to modify an order may result in its complete cancellation.

ARTICLE 6 - PAYMENT

6.1 Purchases made on the site directly by the Customer:

Payment can be made online by credit card (Visa Dankort, VISA, VISA Electron, Mastercard, Maestro, MobilePay, iDeal and Paypal).

Online payment by credit card

The cards accepted are Visa Dankort, VISA, VISA Electron, Mastercard and Maestro. When finalising the order process, the Customer is asked to enter their bank card number, the expiry date of their bank card and the last 3 digits of the visual cryptogram shown on the back of the card.

Online payment by PayPal

When finalising the order process, the Customer is invited to enter their login and password on the PayPal interface, and then validates their connection by simply clicking. They check the amount they wish to pay for the order and confirm the payment by clicking on the button on the PayPal page. Once the payment has been validated on the PayPal page, the customer will be redirected to the Site's order confirmation page.

Promotional code

If a Customer wishes to use a promotional code for which they are eligible, this code must be entered in the field reserved for this purpose on the shopping basket page.

Payment security

Payments made on the Site are entirely secure.

Thanks to the technical characteristics of the encryption software used on the Website, the bank details (bank card number and expiry date) communicated by the Customer cannot be intercepted by third parties. By providing his/her bank details, the Customer unconditionally accepts in advance that Naked may carry out the secure transaction. The Customer therefore authorises his/her bank in advance to debit his/her account on the basis of the statements sent by Naked, even in the absence of invoices signed by the cardholder. Authorisation to debit the Customer's account is always given for the amount of the product purchased as invoiced by Naked.

The Customer's card number is not automatically saved for future purchases.

Anti-fraud checks

Naked checks all orders validated on the Site. In this context, any bank card may be checked.

Any fraudulent order will be cancelled by Naked. This cancellation is based on objective criteria.

In addition, Naked may ask the Customer to provide any documents required to unblock his/her account.

Information relating to orders is subject to automated data processing. The purpose of this automated data processing is to define a level of analysis of a transaction and to combat credit card fraud. The non-transmission of data relating to the order prevents the transaction from being carried out and analysed. The occurrence of an unpaid order due to fraudulent use of a bank card will result in the registration of the details relating to the order associated with this unpaid order in a payment incident file set up by Naked. An irregular declaration or anomaly may also be subject to specific processing. Naked reserves the right to report any fraud to the competent authorities.

Online payment with NAKED Copenhagen Digital Gift Card

The NAKED Copenhagen Digital Gift Card can be purchased with already specified amount between 100 DKK and 3000 DKK. The purchaser will be provided with a proof of purchase. It is not personalised, you can forward it to the beneficiary of your choice.

Purchasing of a Digital Gift Card is currently only available in Denmark.

By simply inserting its number, the NAKED Copenhagen Digital Gift Card enables you to use the available amount to pay for the product(s) of your choice, in one or more instalments up to its value, and possibly complete your purchase with another means of payment accepted by NAKED Copenhagen.

Usage of the NAKED Copenhagen Digital Gift Card:

· The NAKED Copenhagen Digital Gift Card is only accepted on the www.nakedcph.com website and not in our physical stores located in Copenhagen, Aarhus, Paris.

· The NAKED Copenhagen Digital Gift Card is considered to be a means of payment. It is not personalised and can be used with other method of payment accepted by our online website www.nakedcph.com

· The amount of the NAKED Copenhagen Digital Gift Card can be chosen with these specific amount: 100 DKK, 200 DKK, 300 DKK, 400 DKK, 500 DKK, 600 DKK, 700 DKK, 800 DKK, 900 DKK, 1000 DKK, 1500 DKK, 2000 DKK, 2500 DKK, 3000 DKK.

· The NAKED Copenhagen Digital Gift Card can be used on one or more occasions.

· The balance of the NAKED Copenhagen Digital Gift Card can be checked on the website or email that was provided with the 16 digit code.

· The NAKED Copenhagen Digital Gift Card is valid for 3 year from the date of activation.

· The NAKED Copenhagen Digital Gift Card is neither exchangeable nor refundable.

· All items available for sale on the website www.nakedcph.com can be purchased using a NAKED Copenhagen Digital Gift Card, except another Digital Gift Card.

Loss and theft of a NAKED Copenhagen Digital Gift Card:

Lost or stolen Cards may be blocked/deactivated by the authorised distributor, provided that the Card is still valid.

Any amounts already used prior to cancellation cannot be reimbursed.

Contact and complaints

The transactions recorded by the computer systems of the e-commerce site constitute proof of the transactions actually carried out using the NAKED Copenhagen Digital Gift Card.

Fraud

NAKED Copenhagen reserves the right to refuse a NAKED Copenhagen Digital Gift Card, cancel, or suspend for verification, any order paid with a NAKED Copenhagen Digital Gift Card, in case of suspected fraud, Card issued in error or for any other violation of the usage available on our website via: https://nakedcph.com/pages/terms-conditions.

ARTICLE 7 - DELIVERY TERMS AND DEADLINES

The Customer is invited to consult the sections relating to delivery for further information on the various shipping methods that Naked offers.

Naked aims to dispatch all orders within 24 hours on working days. Delivery times quoted are estimates only and are provided for guidance only. They are valid from the date of dispatch from the Naked warehouse. Estimated delivery times do not take into account any delays caused by payment authorisation or stock availability.

Delivery to a NAKED Copenhagen Store with Click & Collect - France

In-store delivery is free of charge. Customers may select delivery to a NAKED Copenhagen store in France when placing their order. Once the parcel has arrived at the selected store the order status will be updated by the carrier and the order will be available for collection.

To collect the order, the Customer must present the order confirmation email along with a valid identification. The parcel must be collected within seven (7) calendar days from the date of delivery.

If the parcel is not collected within this timeframe, the Customer will be contacted by email. Should the parcel remain uncollected within an additional seven (7) calendar days, it will be returned to the warehouse. In such cases, the Customer will receive a refund for the value of the order to the original payment method. The refund will be processed once the warehouse has received the parcel back from the store, and from this point the standard processing time outlined in the Returns section will apply.

ARTICLE 8 - RIGHT OF WITHDRAWAL AND RETURNS

Withdrawal periods

The Customer has a period of thirty (30) clear days from receipt of the order.

The right of withdrawal is reserved for consumers and does not apply to professionals in the context of their main activity. Consequently, returns of goods purchased by professionals are not accepted by Naked, even when purchased on the website.

Procedure

To make a return, the Customer must register the return through the NAKED Copenhagen Return Portal.

During the process, the Customer will be asked to provide order information and select the reason for the return.

Once the return has been registered, the Customer will receive a return label or QR code for sending the parcel back.

The Customer must also complete the return form included in the original shipment and place it inside the return parcel.

If the return concerns a claim, damaged item, wrong product received, or another issue requiring assistance, the Customer must contact [email protected] before sending the item back.

Pre-paid return labels are offered on orders to Denmark using PostNord service.

Returns take 1–3 working days to process from the day NAKED receives the parcel. Refunds may take longer to process during busy periods such as Christmas and sales.

Cost of return

Returns outside Denmark:

All returns from outside Denmark and Sweden are at the customer's expense, including delivery costs, other charges and shipping arrangements.

Returns from Denmark:

When using our return label, a return shipping fee of 39 DKK applies to returns from Denmark and 169 SEK to returns from Sweden. The fee is deducted from the refund after processing. Customers may alternatively arrange and pay for their own return shipment. For earlier orders, the return terms applicable at purchase continue to apply.

In-store returns

Naked accepts in-store returns in Denmark stores of orders placed on the Site.

Products purchased in shop may be exchanged or returned to the shop within 14 days of purchase upon presentation of the original receipt. Sale items may be exchanged for another item or a voucher upon presentation of the original receipt. Products purchased in shop cannot be returned or exchanged via the Site.

Naked reserves the right to conduct a thorough review of any request for return and refund. In the event of legitimate suspicion of attempted fraud, Naked reserves the right to reject the return and refund of the order in question.

Return of Click & Collect Web Orders - France

If the Customer wishes to return a Click & Collect order, the conditions outlined in ARTICLE 8 – Returns apply. Please refer to this section for full details on the return process, requirements, and timelines.

In-store return of a Click & Collect web orders - France

Returns are free of charge for in-store returns within France.

The Customer may return or exchange a product in-store within thirty (30) days of purchase, when providing proof of purchase in the form of the email order confirmation and order number.

NAKED Copenhagen reserves the right to review and assess any return request. In cases where there is a legitimate suspicion of attempted fraud, NAKED Copenhagen reserves the right to refuse the return and deny any refund related to the order.

Product packaging

Only products that are returned complete, in perfect condition and in their original, undamaged packaging in a saleable condition will be accepted. The products and their packaging must be put in cardboard for the return. No returns will be accepted unless these conditions have been met.

In the case of textile products, if the plastic sleeve cannot be opened without being damaged, the return will be accepted provided that the label has not been removed from the product and that the product is in perfect condition.

Products may not be returned if they have undergone any external intervention or modification. Modifications include, but are not limited to, machine washing, cleaning with third-party products, repairs carried out by a third party, etc.

Products excluded from the right of withdrawal

The right of withdrawal cannot be exercised for goods made to the Customer's specifications or clearly personalized.

In addition, for reasons of hygiene and because they cannot be remarketed, the following products cannot be subject to a right of withdrawal once their packaging has been unsealed: shoe soles, socks, cleaning products, underwear, swimsuits or other hygiene products.

Flowers purchased in the Naked shops are excluded from the right of withdrawal.

Any request to modify the order will result in its cancellation.

Damaged or defective products

If the Customer notices that the product is defective or damaged, he/she is invited to contact Customer Services as soon as possible at the following email address: [email protected] mailto:[email protected]

The Customer must indicate "Complaint" in the subject line of their e-mail, then indicate in their request the order number, a description of the defect, photos showing the product and the defect and the guarantee they wish to apply.

Specific cases

Discount:

If the Customer exercises their right of cancellation and the refund concerns an order where a discount was explicitly contingent upon purchasing two items, we reserve the right to deduct from the refund of the more expensive item the 50% discount initially applied to the cheaper item.

However, if the return is due to a defect or an incorrect item shipment attributable to Naked, and the Customer opts not to receive a replacement, no deduction shall be applied to the refund, as the customer cannot be held responsible for this issue.

Free postage :

If free postage was granted based on a minimum order value, and a partial reimbursement causes the total order value to fall below this threshold, Naked reserves the right to deduct the applicable shipping costs from the refund amount.

However, if the return is due to an error or fault attributable to Naked, and the Customer requests a refund instead of a replacement, no deduction for shipping costs shall be applied to the refund.

ARTICLE 9 - GUARANTEES

9.1 The legal guarantee of conformity and the legal guarantee against hidden defects

In accordance with its legal obligations, Naked is liable for any lack of conformity in the product purchased by the Customer.

To make use of these guarantees, the Customer must contact Customer Services by e-mail at the following address: [email protected]

Customers must indicate "Complaint" in the subject line of their e-mail, then include the order number, a description of the fault, and photos showing the product and the fault.

If the guarantee does apply, the Customer must return the product(s) by post in the condition in which they were received, accompanied by proof of purchase (receipt or invoice), in packaging that allows them to be transported in good conditions. In this case, the cost of returning the product will be reimbursed to the Customer on the basis of the invoiced rate and on presentation of the supporting documents.

9.2 Exclusion of guarantees

The Customer acknowledges that he/she loses all warranty rights and cannot claim any of the warranties listed below if any modification has been made to the product purchased. Modifications include, but are not limited to, machine washing, cleaning with third-party products, repairs carried out by a third party, etc.

NAKED Copenhagen Digital Gift Card:

If the payment was made with a NAKED Copenhagen Digital Gift Card, the Customer may receive the refund on the same gift card.

Subject to acceptance of the return by NAKED Copenhagen teams, refunds for returned items will be made as follows:

· For payments made by credit card: the refund will be made to the same credit card.

· For payments made using a NAKED Copenhagen Digital Gift Card: the refund will be made to existing NAKED Copenhagen Digital Gift Card.

· Payment by NAKED Copenhagen Digital Gift Gard: the refund will be issued to the previous NAKED Copenhagen Digital Gift Card.

In case of payment by NAKED Copenhagen Digital Gift, no refund in cash or to a bank card is possible.

ARTICLE 10 - TRANSFER OF OWNERSHIP AND TRANSFER OF RISKS

The transfer of ownership of the items to the Customer takes place on the date of full payment of the price by the Customer, regardless of the date of delivery of the said items.

The transfer of risk of loss or deterioration of the items occurs as soon as the Customer receives the items.

ARTICLE 11 - PROTECTION OF PERSONAL DATA

Naked collects personal data for the purposes of processing your orders, managing your customer account, conducting marketing and statistical research in order to provide you with the most suitable offers, and monitoring the quality of our services.

The "Cookies and confidentiality policy" charter can be consulted by clicking on the link at the bottom of the Site's home page or via the following link https://nakedcph.com/pages/cookie-privacy-policy

In accordance with European regulations on the protection of personal data, the Customer has the right to access, rectify, object to and delete any personal data concerning him or her.

Customers may exercise their rights by sending a request to the following e-mail address: [email protected]. If there is any doubt about the identity of the Customer wishing to exercise their rights, Naked may ask the Customer to provide additional information necessary to confirm their identity.

The Website is also designed to be particularly attentive to the needs of Naked's customers. This is one of the reasons why we use cookies. The purpose of a cookie is to indicate that a Customer has visited our Site. Cookies are therefore only used by Naked to improve the personalised service it provides to its customers. You will find more information on Naked's use of cookies in the Cookies and Privacy Policy.

ARTICLE 12 - INTELLECTUAL PROPERTY

The whole of the Site and each of its elements are covered by intellectual property legislation, in particular copyright, designs and models, trademarks, domain names, software or databases, etc. (this list is not exhaustive).

As such, all rights of reproduction, representation and public communication are reserved, including for downloadable documents and visual, photographic, audiovisual or other representations.

Customers are only granted the right to consult the Site. Reproduction of all or part of the content is authorised solely for the purposes of information for personal and private use.

Any link to the Website must be authorised by Naked in advance in writing. Naked declines all responsibility for the content of these links.

In any event, hypertext links to the Website must be withdrawn at Naked's first request.

Publisher: Naked ApS, located at Bryggernes Plads 14, 1799 København V.

ARTICLE 13 - CUSTOMER SERVICE

For any information or advice, the Customer can contact Customer Services by email at: [email protected] or on +45 3315 8380 (toll-free number, price of a local call) - open Monday-Friday between 10-15.

ARTICLE 14 - COMPLETENESS

Should any of the clauses of this contract be rendered null and void by a change in legislation or regulations or by a court ruling, this shall in no way affect the validity of and compliance with these general terms and conditions of sale.

ARTICLE 15 - DURATION

These terms and conditions apply for as long as the services offered by Naked are online.

ARTICLE 16 - APPLICABLE LAW - DISPUTE

The parties agree that these General Terms and Conditions of Sale are governed by Danish law. The language of this contract is English. In the event of a dispute, the parties undertake to seek an amicable solution before taking any legal action. The Danish courts shall have exclusive jurisdiction.

ARTICLE 17 – GENERAL TERMS & CONDITIONS OF USE OF THE NAKED COPENHAGEN DIGITAL GIFT CARD

1. Amount

The Company NAKED Copenhagen proposes NAKED Copenhagen Digital Gift Cards for an amount selected from among those proposed between 100 DKK and 3000 DKK.

2. Validity period

The card is valid for 3 years as from its activation date.

3. Purchasing the NAKED Copenhagen Digital Gift Card

The purchaser can purchase a NAKED Copenhagen Digital Gift Card alone. No other Digital Gift Card or Product can be purchased at the same time via the website www.nakedcph.com.

The NAKED Copenhagen Digital Gift Card is purchased in a single operation, in Danish Kroner (kr.), to the pre-selected amount chosen by the person purchasing the card.

All products can be paid for using the NAKED Copenhagen Digital Gift Card except another Digital Gift Card.

Eligibility for free delivery takes into account the total value of the Digital Gift Card (as with other products).

No discounts apply to the purchasing of e-cards.

NAKED Copenhagen Digital Gift Card is sent when the order is confirmed and fulfilled. The email may be received later in the event of technical issues.

4. Acceptance

The Customer acknowledges that he/she has read and accepts the GTCS at the time the payment for the order is confirmed on the website.

Any purchases of NAKED Copenhagen Digital Gift Card on the website employs the express and unreserved acceptance of these GTCS.

The NAKED Copenhagen Digital Gift Card is not issued in a person's name.

The NAKED Copenhagen Digital Gift Card must be stored carefully. No duplicates may be sent to the purchase. Upon written request submitted to the customer service department, this department may nevertheless supply the information from the NAKED Copenhagen Digital Gift Card to the purchaser of the Digital Gift Card.

5. Use

A NAKED Copenhagen Digital Gift Card is valid online only. It can be used for one or several transactions.

Several cards may be used per order.

In the case of an insufficient balance, the payment may be supplemented using another payment method. The sum to be paid will be taken as a priority from the gift card in the case of a partial shipment for example.

7. How can it be used?

Online Only: On the www.nakedcph.com payment page, select “Discount code or gift card”. Enter the 16-digit numbers provided to you in the corresponding field then “Apply”.

8. Viewing the balance on the NAKED Copenhagen Digital Gift Card

The Customer receiving the card may view the available balance on a dedicated page that the purchaser received a link for when they received their NAKED Copenhagen Digital Gift Card on e-mail.

9. Cancellations, Returns and Refunds

Purchasing a Digital Gift Card

The NAKED Copenhagen Digital Gift Card cannot be returned and no refunds will be issued for it.

Payments using the Digital Gift Card

Refunds in the cases of returns to the warehouse, cancellations or disputes will be made to the Digital Gift Card used for the payment of the items concerned if this is still valid. If the Digital Gift Card used for the purchase has expired at the time of refund, a new Digital Gift Card with a validity period of 36 months will be issued instead.

11. Contact details and complaints

The transactions recorded by the IT systems of the e-commerce website constitute proof of the transactions actually performed using the NAKED Copenhagen Digital Gift Card.

In the event of a dispute concerning the balance of the NAKED Copenhagen Digital Gift Card after its use, for a period of six months as from the contested transaction you may send the Order Confirmation from your purchases by e-mail: [email protected].

If the validity period of the NAKED Copenhagen Digital Gift Card has expired at the time of reimbursement, this will be made through issuing of a new Digital Gift Card.

12. Fraud

NAKED Copenhagen reserves the right to refuse, cancel or suspend for verification purposes any Digital Gift Card order or any order paid for using a Digital Gift Card if fraud is suspected, if the card has been issued in error or in the wrong name or for any other violation.

13. Personal data

By proceeding to payment, the Customer accepts and acknowledges that he/she has familiarised him/herself with the Data Protection Charter.

The personal data concerning you is collected by NAKED Copenhagen exclusively for the provision of the requested service.

In accordance with the Danish data protection act and the GDPR, you have a right to access, object to, rectify and delete the personal data concerning you.

You may exercise these rights by submitting a request, complete with a photocopy of an identity document, to the following address: [email protected]. For further information, please consult our data protection policy.

14. Language and applicable law

These General Terms & Conditions of Use were initially drafted in English and are governed by Danish law.

Introduction, questions regarding cookie and privacy policy and complaints
At nakedcph.com we ensure that your privacy is protected when using our services, meaning that all customer information provided to NAKED Copenhagen is treated as confidential.

This cookie- and privacy policy describes how NAKED Copenhagen collects and uses your personal information when using our services at nakedcph.com, including the personal data we collect when you visit the website.

If you have any questions concerning this policy, complaints, or comments about the processing of your data, please feel free to contact [email protected].

You can file a complaint to the Danish Data Protection Agency regarding NAKED Copenhagen's processing of your data. The contact information of the Danish Data Protection Agency is:

Danish Data Protection Agency (in Danish Datatilsynet)
Borgergade 28, 5
1300, København K
Telephone number: +45 33 19 32 00
Email address: [email protected]
Website: www.datatilsynet.dk

Please stay updated on any changes to this policy by visiting our page.

Collection of your personal data
NAKED Copenhagen collects your personal information when:

• you accept the use of cookies on the website as described further below
• you create an account on our website
• you submit an order without creating an account, and
• you otherwise are in contact with NAKED Copenhagen, for instance, via email correspondence

Categories of personal data processed about you
In connection with the above mentioned, we process the following personal data about you:

When visiting the website
Your IP address, information about your computer's chosen operating system, your mobile device, chosen internet browser, and your online activities on the website.

When you create an account or submit an order
• Ordinary personal data: your contact information, including your name, date of birth, email address, telephone number, postal address, bank and payment information, information on your orders, returns and delivery of the goods purchased, etc.

• Special categories of personal data ("sensitive personal data" ): NAKED Copenhagen does not process sensitive personal data about you.

When subscribing to our newsletter, we process your email address only to send you newsletters.

The purpose of processing personal data about you
NAKED Copenhagen processes your data for the following purposes:

• To create and manage your NAKED Copenhagen account
• To process your orders and returns
• To contact you in the event of problems with your order or delivery
• To send newsletters (if subscribed)
• To save your cart and send a reminder on incompleted purchases (if you are logged into your account)
• To notify raffle winners (if you have participated)
• To analyze and create statistics, to improve your shopping experience better
• To prevent fraud or misuse of our services
• To respond to email inquiries

The legal basis for the processing of your personal data
NAKED Copenhagen uses your ordinary personal data to fulfill an agreement or pursue a legitimate interest, except where said interest doesn't benefit your interests or fundamental rights and freedoms. Legitimate purposes include improvements to the website, our services, examinations concerning your inquiry, etc.

Recipients of your personal data
Certain recipients process personal data on behalf of NAKED Copenhagen. Such data processors may only process your data per the instructions given by NAKED Copenhagen. These data processors are not allowed to process your data for their purposes. The extent to which NAKED Copenhagen discloses or transfers your data to third parties will only occur following applicable data protection legislation. Hence, the chance of us requiring your prior consent.

Transfer of your personal data to third-party countries (outside of EU/EEA)
NAKED Copenhagen does not transfer your data to third-party countries outside of the EU/EEA.

Storage of your personal data
NAKED Copenhagen processes your data for as long as necessary, including while we process your inquiry. Further storage can take place if it is deemed necessary for purposes of documentation.

We store the information about online behavior collected through cookies for 30 days.

In some cases, we may store the data longer if necessary to comply with statutory requirements or safeguard NAKED Copenhagen's legal interests.

The use of cookies on the website

When visiting the website, you accept that NAKED Copenhagen uses cookies to improve your website customer experience.

The definition of a cookie
A cookie is a text file that is placed on your hard disk by a webpage server. Cookies contain information that a web server can later read on the domain that issued the specific cookie to you; i.e., the website remembers you, next time you visit it. Cookies are not used to run programs or send viruses to your computer.

The purposes of the use of cookies
The primary purpose of cookies is so settings and other information can be stored on your computer. Therefore saving you time by not having to submit the same info every time you visit a website.

The information we collect through cookies includes (among other things) the number of clicks you make, items you put into your shopping cart, repeat visits, and determining whether you came to the site from a particular link or advertisement banner.

We use cookies to improve individuals customer user experience. Cookies are also used for site functionalities, site analytics, customer preferences (language, account, and location), targeting, and advertising, to deliver relevant and personalized ads.

Google Analytics
Through Google Analytics, we use cookies to track statistics about the use of the website. For example, we get information about your browser of choice, the pages most visited, and how long visitors stay on our website.

Google collects these statistics and inserts a file on your computer on behalf of NAKED Copenhagen. We use this information to improve your user experience on the website continuously.

Removal of cookies
If you don't want NAKED Copenhagen to collect and store the above-mentioned personal data, you can delete cookies in the settings from your internet browser. However, please note that rejecting cookies is different depending on which internet browser you are using. Select your internet browser below and then read how to delete cookies from your computer.

• How to delete and block cookies with Firefox
• How to delete and block cookies with Chrome
• How to delete and block cookies with Internet Explorer 7, 8, and 9.

Your rights as a data subject
NAKED Copenhagen has implemented the appropriate technical and organizational measures to protect your data and ensure your rights as a data subject.

As a data subject, you have the right to access the personal data NAKED Copenhagen processes about you. You also have the right to rectification, erasure ("right to be forgotten"), or restrict the personal information NAKED Copenhagen can access. You also have the right to object to the processing of your data.

Under specific circumstances, you have the right to data portability, meaning processing is based on consent or contract and is carried out by automated means. You also have the right to receive your data in a structured, commonly used, and machine-readable format when technically possible. You have the right to transmit this personal data to a third party without hindrance from NAKED Copenhagen.

You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning you or significantly affects you. The above does not apply if automated decision-making and profiling are necessary for entering into, or the performance of, a contract between you and NAKED Copenhagen.

If your data is processed based on your consent, you may withdraw your consent at any time. Please note that this does not affect NAKED Copenhagen's processing of your data before the withdrawal of consent.

The Danish Data Protection Agency has issued a guideline on the data subjects' rights. If you want to read more about your rights, please click here (rules in Danish).

Changes to this policy
This policy is updated regularly when necessary changes occur in the applicable law. The policy will always include information on the effective date of the most recent version. If changes to the policy are regarded as material and significant, you will be expressly informed, for instance, on the NAKED Copenhagen website.

The effective date of the recent update of this policy
July 10th, 2018

Consent text to the use of cookies
Nakedcph.com uses cookies for traffic measurement, optimization of page content, and targeted marketing to your needs. By providing us with your consent, you have agreed to use the cookies for these purposes. You can read more about the cookies, including how to remove them, in our policy.

Consent to SMS Marketing
By submitting to SMS marketing on our website, you consent to receive informational and/or marketing texts from NAKED Copenhagen including texts sent by autodialer. Consent is not a condition of purchase. Msg & data rates may apply. Msg frequency varies. Unsubscribe at any time by replying STOP or clicking the unsubscribe link.

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