Nasty Gal Frequently Asked Questions

If you have received your dispatch email then this means that your order is on the way, you can track your order either by logging into your account or by clicking the link found in your order dispatch email.

If you have not yet received your dispatch email or don't know your order number then please either email us here and provide the order number (if known), order date, name on the order & also the email you ordered from or contact us via Facebook here

Please note, If your order includes items from DBZ these may be sent in more than one parcel and from different locations, please allow the full delivery timeframe for all parcels to arrive. Deliveries take place 7 days a week between 8am to 9pm.

Some deliveries to Northern Ireland will be shipped via the Republic of Ireland, this is nothing to worry about and happens due to the ferry connection that our carrier uses.

Most of our deliveries can take place between 8am to 9pm. If its after 9pm on your expected delivery date then your order is late. On rare occasions deliveries can be delayed due to events out of our control, when this happens we work with our couriers to get your order moving a quickly as possible. Most delayed deliveries are delivered on the following day.

If your delivery date has passed and you would like us to investigate this further, please either email us here and provide the order number, order date, name on the order & also the email you ordered from or contact us via Facebook here

Click here for all of the delivery information you'll need including delivery timeframes as well as costs.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section within 28 days of receiving your order.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

-Your name

-Order number

-Product name and code

-Picture or video of the fault

-Description of the fault

-The email address you ordered from

(The product name and code can be found on your order confirmation email).

If you contact us via email please have an image of the faulty item ready, provide the order number, order date, name on the order & also the email you ordered from.

Please note, we cannot offer refunds on cosmetics, pierced jewellery and fashion facemasks or on swimwear if the hygiene seal is not in place or has been broken. Bedlinen, mattresses, toppers and pillows must be unused and in original packaging. This does not affect your statutory rights.

This does not affect your statutory rights.

You have 28 days to send an item back starting from the day you receive it. Returns are free for unlimited customers. If you do not have an unlimited subscription, a fee of £1.99 per order will be deducted from your refund.

If you have ordered an item from one of our DBZ brands, please use the label sent with your parcel to send the item back to the DBZ brand partner. If you have ordered multiple items from different DBZ brands, then you will need to send each of these back separately to the individual brand. If there was no label in your parcel, please follow the steps below to start your return.

To start a return simply follow the steps below. If you don’t have a printer please don’t worry, our portal has printer-less options available.

We've gone paperless! You can generate a returns label from our website, attach it to your parcel and then send it back to us or the DBZ brand.. We have printer-less options too if you don’t have a printer.

If the item you want to return isn’t showing on our portal, then this likely means that it’s an item from one of our DBZ brands. You may have received an invoice in your parcel along with returns instructions, this item will need to be returned back to the DBZ brand.

If you didn’t receive paperwork in your parcel or no longer have the paperwork from your parcel, please head over to the My Account page or contact us and the team will be happy to help.

On average a refund will take up to 21 days: 14 days to be returned, checked and processed, with up to 7 days for it to make its way through the banking system

If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse or DBZ brand’s warehouse, and again when we have processed your refund.

DBZ acts as a Concessionaire on Nasty Gal offering a diverse selection of products sourced from its large multi category brand partner network. This enables customers to access a variety of beloved brands that complement Nasty Gal and bring you styles you love. When purchasing DBZ items on the Nasty Gal site, customers can expect a seamless shopping experience, with the only distinction being that products are shipped and returned directly to the DBZ brand partner, see returns for further information.