Customer Service

Webshop

Name: Mach x Caged
Brand: HOKA
Price: 1850 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 10-16 (CEST) Saturday 10-14 (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 11.00–19.30
Sunday 12.00–19.00

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

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.
A return shipping label is provided with all Danish orders for exchanges and returns.

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

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	3.90 EUR	10 EUR	150 EUR	20 EUR
Georgia	N/A	40 EUR	N/A	N/A
Germany	3.90 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	3.90 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	7 EUR	12 EUR	150 EUR	20 EUR
Switzerland	N/A	15 EUR	200 EUR	25 EUR
Turkey	N/A	35 EUR	N/A	N/A
United Kingdom	N/A	35 EUR**	N/A	N/A
Ukraine	N/A	35 EUR	N/A	N/A

**Due to the UK's exit from the EU, effective January 1st, 2021, there are new rules surrounding shipments. All orders from NAKED Copenhagen to the UK will be DDP (Delivery Duty Paid), meaning you as a consumer will not incur any additional fees, taxes, or duties when receiving your shipment.

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	20 EUR
2 pairs	25 EUR
3 pairs	30 EUR
4 pairs	45 EUR
5-6 pairs	65 EUR
7-8 pairs	90 EUR
9-10 pairs	110 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	26 USD
2 pairs	32 USD
3 pairs	37 USD
4 pairs	45 USD
5 pairs	55 USD
6 pairs	65 USD
7-8 pairs	70 USD
9-10 pairs	80 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

All orders placed from November 1st to December 23rd can be returned up to and on January 31st, 2026.

All store purchases from November 1st to December 23rd can be returned up to and on January 31st, 2026, by presenting your original receipt.

If you would like to return any of the items that you have received, we offer a 30-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.

Orders placed online can be returned either online or in our physical stores in Aarhus or Copenhagen. Please note that online orders cannot be exchanged or returned in our Paris store, unless it's a Click & Collect order.

(Returns made without a return form or an incomplete return form will not be accepted for return.)

Returns have a processing time of up to 20 days from the day we receive the package, but we strive to process your return as quickly as possible. There may be processing delays during big releases, Christmas and sale periods.

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

Parcels that are refused or not collected at a pickup point and are returned to Naked Copenhagen may be subject to the return costs and administration fees associated when processing your refund.

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. 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.

We suggest that you request a receipt (indleveringsbevis) when you drop off the package as proof of delivery to Post Nord.

Please send all returns to the following address:

Naked Aps
Hammerholmen 9V
2650 Hvidovre
Denmark
Att: RETURNS

Please note that we do not pick up returns that are delivered to access or pick up points.

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

Click & Collect Returns - France

Click & Collect orders may be returned either online or in-store. The same return conditions and procedures outlined above apply, including the 30-day return period.

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.

If your purchase is defective or becomes defective, you may be entitled to a claim within two years from the date of purchase.

Please contact us at [email protected] with "Claims" in the subject. Please include the order number, description of the defect, and pictures showing the product and the defect.

Should you receive damaged goods following the delivery of the product(s), please inform our customer service immediately (within 14 days) to ensure that we can process your claim on time.

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

Please note that there may be processing delays during releases, Holidays, and sale periods — processing may take up to 3 weeks.

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 [email protected].

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 [email protected] 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 [email protected].

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 [email protected], and we will correct any errors.

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

Please send us an email at [email protected], 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?

We no longer offer online exchanges.
Please return your item for a refund and place a new order. Read more about our return policy here.

Online purchases can still be exchanged in-store at our locations in Aarhus and Copenhagen, you can read more here.

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?

Returns 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 [email protected] within ten days of receipt so we can assist you with your claim.

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.

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 complete the returns form included in their order or download it here, and enclose it with their return (returns made without a returns form or with an incomplete returns form will not be accepted).

Pre-paid return label is offered on orders to Denmark using PostNord or GLS services.

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.

All items returned must not have been worn or used, and must be in the same condition as when received, including all attached labels and original packaging.

Returns should be sent to the following address:

NAKED Copenhagen

Hammerholmen 9V

2650 Hvidovre

Denmark

Att: RETURNS

The Customer is advised that returns made to collection points will not be collected by Naked.

Naked suggests that the Customer request a receipt from the carrier when dropping off the parcel in order to have proof of delivery.

If Naked is required to pay any customs duties, taxes or charges in respect of products returned by the Customer, Naked reserves the right to deduct such amounts from the total refund due to the Customer.

This returns policy only applies to online purchases and does not apply to purchases made in shop.

Naked will process the return as soon as it is received, provided the above conditions are met. The Customer will receive a refund confirmation email and will then be refunded via the original method of payment. The refund will be for the full purchase price excluding postage.

Cost of return

Returns outside Denmark:

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

Returns from Denmark:

Naked offers free returns on all orders placed in Denmark.

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.

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 to Friday from 10am to 4pm and Saturday from 9am to 2pm.

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.

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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