You can return products within 30 days of receiving your order. For the first 14 days your statutory right of withdrawal applies, after that our voluntary 30-day return guarantee for unused goods in their original packaging. Unfortunately, returns are no longer possible after this period - please contact support@nakedoptics.net if you have any questions on this.
If you withdraw within the first 14 days, we refund you the purchase amount no later than 14 days after we receive your withdrawal, once the goods have arrived or you have shown us proof of shipment. For returns from day 15, we refund you within 14 days of the goods arriving at our warehouse in Austria.
1. Registration of your return
Please register your return in our returns portal: View portal
IMPORTANT: Returns from Austria or Germany automatically receive a return label (Post/DHL) upon registration. The return costs of €4.99 will then be deducted from the refund of the purchase price. Returns from Switzerland and the United Kingdom will also receive a label through the returns portal (€4.99, which will be deducted. Unfortunately, we cannot provide a label for returns from other EU countries or from non-EU countries. In this case, we ask that you send the package back to us yourself via your desired parcel service provider at your own expense.
2. Pack your items
Simply place the delivery note in the package and stick the return label on the package. If you are returning outside of Austria or Germany, please label the package accordingly (you will find our returns address in the associated email after registering in the portal).
3. Bring your package to the next Post or parcel company shop
Please bring your package to a shop of the Austrian Post or DHL (for returns from Austria or Germany). It is best to keep the return receipt issued until we confirm your return.
4. Get your purchase amount back
After your package has arrived, your return is usually processed within 3–5 business days and refunded to your original payment method. The whole process from sending your package to receiving your money takes approx. 1–2 weeks for returns from Austria and approx. 2–3 weeks from all other countries. Returns from the UK or Switzerland go through our customs partner Exporto, which clears customs for you at no extra cost (approx. 2–3 days); this is already included.
Waiting for your return to be confirmed or for your refund to be received?
After we receive your return, we will check your returned items. Please give us some time for this, this usually takes 3–5 business days. Your bank or payment provider then usually needs another 1–2 business days. We aim to process all returns as quickly as possible. If you have any further questions, please contact our customer support team at support@nakedoptics.net.