Returns & Refunds
[AS OF 1 JANUARY 2023 - UPDATED 1 OCTOBER 2024]
Returns
Our policy lasts 60 days and we only do exchanges for defective items. If 60 days have gone by since receiving your purchase, unfortunately we can’t offer you a refund or exchange.
[NOTE 1] We highly recommend taking your measurements properly before making a purchase and cross checking with our size chart or individual sizing on each product page, we DO NOT accept returns for wrong sizing estimation on your end or accidental orders, mainly because these are intimate products.
For defective products, do note that they have to be obvious defects such as torn fabric or holes. For example, loose strings are not defects. Please send photos of the alleged defects to kate@naughtytrove.com for checking.
[NOTE 2] As these are intimate products, please ensure to try on the products while wearing your own bottom. Any products that are deemed to have been worn or used will not be eligible for returns.
To be eligible for a return, your item must be unused and in the same condition that you received it - especially since it is an intimate item such as lingerie.
If you believe that the item is not in the accurate sizing that we have put on the products page, please use a measuring tape and send us a photo of the discrepancy in sizing. We will check and determine whether it is accurate. Do send images to kate@naughtytrove.com
[NOTE 3] For insured shipping, we will honor a one-time replacement of your item if is deemed that the item has been lost in transit. Replacement items are not eligible for returns and refunds.
In terms of packaging, please reseal the original packaging with tape to prevent water seepage, and it would help us a lot if you could add another additional waterproof later like a ziplock or a plastic bag.
Several types of goods are exempt from being returned: Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please contact us with details on the best address to return your product to as we have management offices in major continents!
There are certain situations where only partial refunds are granted (if applicable)
- Items with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 60 days after delivery
Refunds (if applicable)
[NOTE 4] Standard or expedited shipping fees and 7% order processing fees will be deducted from your refund amount depending on your preferred shipping method.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14-30 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at kate@naughtytrove.com.
Cancellations & Order Combinations (if applicable)
[NOTE 5] Order cancellations will only be honored within a 24 hour window. Do note that if the payment has already been processed, there will be a 7% fee imposed on your order which is charged by the card processor for currency conversion and order processing. As such, 7% order processing fees will be deducted from your refund amount.
[NOTE 6] Order combinations will only be honored within a 24 hour window. Do note that if the payment has already been processed, there will be a 7% fee imposed on your order which is charged by the card processor for currency conversion and order processing. As such, if you had paid for shipping twice, 7% order processing fees will be deducted from your refund amount. Our preference is for you to opt to get store credit which does not involve any fees.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged and you can exchange it for the same item, send us an email at kate@naughtytrove.com and we will arrange for the replacement of the defective product. We do not do exchanges for wrong sizing, so please make sure you check the size guide before purchasing.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, drop us an email at kate@naughtytrove.com to arrange for details.
Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over US$50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.