FAQ & Help
I can't find the item I am looking for....
Please let us know if you can't find what you are looking for. We have tons of wonderful products so it can be easy to miss the one you're after. We are here to help so don't be shy (we rather talk to you than do the filing!).
I haven't received all of my order.
We are really sorry and embarrassed! Sometimes accidents happen - but please check the following first:
• Check your confirmation email to see if any items have been cancelled. Occasionally, some items may not be available (boo!). We don't want to delay the rest of your order so we'll cancel the out of stock item and despatch the rest to you. We will send you an email to update you.
• Check the paperwork included in your parcel as items may be despatched separately and may not be delivered at the same time.
• Remove all packaging in your parcel to confirm the item isn't hidden (or wearing a cunning disguise).
• If the item is definitely missing please contact us and we will look into it immediately.
When will an item be back in stock?
We hate it when the item you wish to buy is out of stock! Its probably because another fan got their hands on the stock before you could! If you decide to purchase a product from us and delivery is delayed due to stock problems, we will notify you immediately, and let you know when to expect a delivery. Most items are back in stock within two weeks so do keep checking the website for any updates.
Where is my order?
• Orders are delivered by Royal Mail in 3-5days.
• In some cases we may have to courier your parcel if it's a large order. If you are not at home, the courier will leave a calling card- please ring the number and rearrange a suitable time and day for redelivery.
• For express service you are guaranteed a next day delivery for orders placed by 12 noon Monday - Friday.
• If your order is overdue, please let us know and we'll get to the bottom of it!
Where is my refund?
If you've returned an item or have cancelled your order (tissues at the ready) and you are expecting a refund please allow 14 days for the payment to process and be refunded onto your card or Paypal account. You will receive a confirmation email once a refund had been processed from our end. We want you to shop with us again so if you want to give us any feedback on Naked (even the grumpy stuff) we would welcome it with open arms (we're all friends here). All customer comments are taken on board.
I have sensitive skin- can I use your products?
All the products in the Naked range are at least 97% natural and are formulated to be extremely gentle even for the most sensitive skin. However if you are a worried and want to do things properly, please do a patch test on your wrist or behind your ear, prior to using any of our products for the first time.
I'm Pregnant and worried about using your products- are they safe to use?
Firstly Congrats- great news and good luck on your exciting journey. Most of our products contain small amounts of essential oils in dilute form. This means they are not classified as aromatherapy products and carry no associated warning in pregnancy. However if you are concerned about the presence of essential oils then you may prefer to avoid Naked products during your pregnancy. We also recommend that you seek medical advice from your GP or midwife just to be on the safe side.
My teenage daughter wants to know what products to use....can you help?
The sooner you start looking after skin the better it will look in years to come. Try not to overload young skin with too many additives that can block pores and cause spots. All our products are perfect for younger skin because they are free from parabens, sulphates and petrochemicals. She'll will love the zingy feel of the Get Fresh Naked - Minty Menthol Body Wash as well as Jojoba Gentle Exfoliating Face Wash which keeps young skin looking fresh, smooth and spot free.
How long should I keep a product for?
If a product is left unopened it should have a shelf life of around 3 years. Make sure you keep it in a dry place, away from direct sunlight (not that we get much here). Once opened and stored correctly (again in that dry place) you'll need to refer to the ‘period after opening' symbol on the back of the label. This is a diagram of an open jar and a number beside it. This is the number of months it will last after opening provided it's properly closed after each use. But you'll love the products so much they won't last you that long!
Are your products vegetarian/vegan friendly
We like to be friendly so all our products are vegetarian friendly and most are vegan friendly. The products that are not vegan friendly are as follows:
• >Coco de Mer Body Butter
• >Honey & Orange Liquid Hand Soap
• Honey & Orange Hand and Body Lotion
• Smooth & Silky Shampoo
• Boost Revitalising Shampoo
• Shine Glossing Shampoo
• Shine Glossing Conditioner
• Care Sensitive Conditioner
• Colour Protection Shampoo
• Colour Protection Conditioner
• Vitamin Boost Treatment
• Detox Deep Cleanse Conditioner
• Volume Body Building Shampoo
• Volume Body Building Conditioner
• Sculpting Putty
• Most of these contain honey, beeswax or milk derivatives.
