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Troubleshooting

I can’t sign-up to secondtoNAKED

If you are having difficulty in signing up, please follow these steps:

  1. Clear any cookies on your web browser.
  2. Make sure your web browser is up to date.

If you are still experiencing problems, please contact us.

I have forgotten my password

Please click here to reset your password.

I haven’t received any notifications

  1. Check your spam folder.
  2. We also suggest you add secondtoNAKED to your Safe Senders list.

If you are still experiencing problems, please contact us.

My payment has been declined

See all information related to declined payments here.

How do I estimate my shipping costs?

See all information related to shipping costs here.

How do I track my package?

See all information related to tracking here.

What happens if something from my order is missing?

We apologise sincerely if there has been a mistake with your order.

SecondtoNAKED’s partners usually send items from the same one order grouped so that you receive all of them at the same time. However, if you are shopping from several partners, or if a partner sends several packages per order, you may receive your items as several deliveries.

If you think you are missing something, this may be the case, so perhaps wait a reasonable amount of time for all packages to arrive. If not, any missing items will be quickly sent to you, free of charge.

Please contact us to start the claim process.

We will investigate with our partner and get back to you as soon as possible providing information about the next steps.

What happens if my item hasn’t arrived?

We partners with many retailers and designers, each one of them having a specific shipping and delivery policy. As a consequence, time to delivery will vary by item.

Also, this information can be found by clicking on the Shipping and Return link on the secondtoNAKED product pages.

In the unlikely event you have not received your item and it’s past the expected delivery date, please contact us.

We will investigate with our partner and get back to you as soon as possible providing information about the next steps.

What happens if I received a wrong item?

We apologise sincerely if there has been a mistake with your order.

Please contact us to start the claim process.

A return/refund policy is provided as long as any claims are placed within our partner upon 5 days of the item being received. As a consequence, we ask you to contact us within 3 days of delivery, for us to be able to respect third party deadlines.

See all information related to returns, exchanges and refunds here.

What happens if my item is damaged?

In the unlikely event of damage to your package/item, please contact us to start the claim process.

A return/refund policy for any damaged or defective items is provided as long as any claims are placed within our partner upon 5 days of the item being received. As a consequence, we ask you to contact us within 3 days of delivery, for us to be able to respect third party deadlines.

Please be sure to note down an accurate and detailed record on the delivery receipt if any damage is apparent at the time of delivery. Do not hesitate to request that the delivery person sign your receipt acknowledging any obvious damage.

In addition, please ensure that you inspect your item(s) inside the package. Advise the carrier in writing if there is any damage to your product(s) inside the package. Being more specific about the damage – for instance, “moisture stain on the shirt” – is always more advisable than general or generic descriptions. Finally, keep the package in the original state as received.

Claims are reviewed on a case-by-case basis by third parties and secondtoNAKED has absolutely no control whatsoever over the decision on a claim.

See all information related to returns, exchanges and refunds here.

What are secondtoNAKED’s opening/business hours?

Our customer support team is available from Monday – Friday, 8 am to 5pm PST.

Our facilities are closed for local national holidays so that our staff can spend some time with friends and family. However, we will do our best to process your requests and orders as quickly as possible the following business day.