Frequently Asked Questions

Here you will find the answers to the most frequently asked questions. If you still have questions about products or your order, or just want to chat about cool outdoor stuff, please write to us at shop@nakedoptics.com.au.

The Order Process

Can I visit a NAKED Optics store?

We are an e-commerce business selling direct to consumer and as such do not have a traditional brick and mortar shop front. We have an online store and in fact it is this online store you are currently visiting. Orders are prepared, packed and shipped directly to your desired postal address. By operating with this setup, we can keep the costs down and continue to bring you products that won't break the bank account.

How do I make a purchase on the NAKED Optics online store?

Once you have decided on the product you wish to purchase, simply click on 'Add to Cart'. The product will be added to your cart and you can either continue shopping or checkout.

If you continue shopping, you can go back to your cart at any time by clicking the shopping cart symbol in the top right.

You can edit your cart by changing the quantity and clicking 'Update Cart' or if you need to remove an item, simply click 'Remove'.

If you are ready to checkout, click 'Checkout' from your cart. Next, enter all the necessary information. Following this you will need to select a shipping method. Finally, select the payment method and enter the required payment details. Check all your details are correct and click 'Pay now'. If you need to edit any details, click the back arrow of your browser or select the relative step of the order process (ie. Cart, Information, Shipping or Payment).

You can choose to either checkout as a guest or create a user account. Please be assured your data is encrypted. See our Privacy Policy for full details.

What happens after I have paid for my order?

After you have paid for your order, you will receive confirmation of your order and payment via email or sms. Your order will then be prepared, packed and shipped. Once your order is dispatched, you will receive notification via email or SMS and be provided with a Australia Post tracking number. You can track your order by clicking the tracking number. Alternatively you can enter the tracking number on the Australia Post home page. In some instances, orders from Jindabyne NSW, East Jindabyne NSW, or Thredbo Village NSW may be delivered by one of our friendly staff. In these instances a tracking number will not be provided.

Finally, sit back, relax and wait for your goodies to arrive.

Shipping

See our Shipping Policy for full details.

How much does shipping cost?

We offer free standard Australia wide shipping on all orders over $150. If you don't qualify for free shipping, then why not spread the NAKED love and combine an order with a family member, friend or colleague?

For orders up to $150, you can choose between our flat rate $9.90 Standard Australia wide shipping or $14.90 Express Australia wide shipping.

For orders to New Zealand, you can choose between our flat rate $19.90 International Standard NZ shipping or $29.90 International Express NZ shipping.

See our Shipping Policy for further details.

How long does it take for my order to arrive?

Refer to the estimated delivery times below. Please note all delivery times are from the time of dispatch.

Standard Australia wide shipping: 2-6 business days

Express Australia wide shipping (within Australia Post Express Post Network): 1-3 business days

International Standard NZ shipping: 10-15 business days

International Express NZ shipping: 6-10 business days

See our Shipping Policy for further details.

How long does it take to dispatch my order?

As soon as we have received your order, we will begin to prepare, pack and ship the items. In most cases, your order will be dispatched within 24 hours from the time of payment (excluding weekends and public holidays). In rare cases, please allow up to 2 business days from the time of payment to dispatch.

How can I track my order once it has been shipped?

Once your order has been shipped, you will receive notification of the Australia Post tracking number via email or SMS. You can track your order by clicking the tracking number. Alternatively you can enter the tracking number on the Australia Post home page.

In some instances, orders from Jindabyne NSW, East Jindabyne NSW, or Thredbo Village NSW may be delivered by one of our friendly staff. In these instances a tracking number will not be provided.

Do you offer shipping to New Zealand?

Yes we offer flat rate international standard and express shipping to New Zealand.

For orders to New Zealand, you can choose between our flat rate $19.90 International Standard NZ shipping or $29.90 International Express NZ shipping.

Provided the total value of the goods is less than or equal to NZD1000, the import duty is waived.

Returns & Exchanges

See our Returns & Exchange Policy for full details.

I have received the wrong item. What should I do?

We are human and sometimes make mistakes too. Please accept our apology. Please contact us immediately at shop@nakedoptics.com.au with your order number and details of the incorrect item. We will advise how to return the incorrect item and will send you the correct item. We will cover the return shipping costs and any shipping costs to send you the correct item. See our Returns & Exchanges Policy for further details.

My order has arrived damaged/faulty. What should I do?

Oops that is not cool. Please accept our apology. Please contact us immediately at shop@nakedoptics.com.au with your order number and if you can, photos, as this will speed up the resolution process. We will get back to you with a solution as soon as humanly possible. See our Returns & Exchanges Policy for further details.

The item doesn't fit me / I have changed my mind. How can I return an item?

No problem, you have 30 days after receiving the item to request a return. You can decide whether you would prefer an exchange or refund. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. In the case of goggles, sunglasses or lenses, the protective film on the inside of the lens must be intact.

To start a return, contact us at shop@nakedoptics.com.au with your order number and which item(s) you wish to return. If your return is accepted, we will send you instructions on how and where to send your package. See our Returns & Exchanges Policy for further details.

Do I need to pay the return shipping costs?

In the instance of defective, damaged or incorrect items, we will cover the return shipping costs plus any shipping costs related to replacing the items.

If you change your mind or the item doesn't fit, unfortunately you will be responsible for the return shipping costs. Please understand, we are a small business and do not yet have the resources to provide returns free of charge.

General

Do you offer Pro Deals for mountain professionals?

Yes we do. NAKED Optics Australia proudly supports all mountain professionals. Please email prodeal@nakedoptics.com.au with proof of employment as a mountain professional and we will reply with a discount code for unlimited personal use. Similar to all pro deals, we kindly ask that it be used for mountain professionals only.

Why are there two very similar online stores? - https://nakedoptics.net and https://nakedoptics.com.au

https://nakedoptics.net is the European online store registered to NAKED GmbH UID ATU72271524. For purchases in Europe, please visit https://nakedoptics.net.

https://nakedoptics.com.au is the Australia & New Zealand online store registered to NAKED Optics Australia ABN 18 503 151 067. NAKED Optics Australia is the sole importer, distributor and retailer of NAKED GmbH products in Australia & New Zealand. For purchases in Australia & New Zealand, please visit https://nakedoptics.com.au.