FAQs
Sizing
What sizes are available?
Our lingerie is available in Small (S), Medium (M), Large (L), and Extra Large (XL).
Do you have a size guide?
Yes. Please see our Size Guide for detailed measurements, sizing tips, and a step-by-step guide on how to measure yourself.
Packaging
How is the lingerie packaged?
The lingerie is delicately wrapped in tissue paper, sealed with a sticker, and placed inside our signature lingerie box.
In the box, you’ll also find a few added luxuries, thoughtfully chosen to make your unboxing experience just that much more special.
For more details, please see Our Lingerie Box.
Is the packaging discreet?
Yes. All orders are shipped in discreet packaging with no indication of the contents inside the box, ensuring complete privacy.
Orders
Can I change or cancel my order after placing it?
Orders can only be changed or cancelled before they've been processed for fulfilment.
Once an order has been processed, it can no longer be changed or cancelled and will be subject to our Returns Policy.
Please note: If you need to make any changes, contact us as soon as possible after placing your order, and we'll do our best to accommodate your request before processing begins.
Will I receive an order confirmation email after placing an order?
Yes. Once you place an order, you'll receive an order confirmation email containing your order number and a summary of your purchase.
If you don't receive the email, please check your junk or spam folder. If it's not there, please contact us at hello@nuude.co.za and we'll be happy to assist.
Shipping
Where do you ship to?
We ship within South Africa only. Shipping takes place from Monday to Friday between 08:00AM and 17:00PM, excluding public holidays.
What shipping methods do you offer?
We offer the following shipping methods:
Standard Shipping: R139
2-4 business days
Express Shipping: R189
1-2 business days
Get FREE standard shipping automatically applied to your cart when you spend R1000 or more.
For more information, please see our Shipping Policy.
Which courier company do you use?
We use our trusted courier partner, The Courier Guy.
When will my order be dispatched?
Orders are processed and dispatched within 1–2 business days of being placed.
Will I receive a shipping confirmation email once my order has been dispatched?
Yes. Once your order has been dispatched, you'll receive a shipping confirmation email confirming that your order has been collected by the courier, along with your estimated delivery date and tracking information.
If you don't receive the email, please check your junk or spam folder. If it's not there, please contact us at hello@nuude.co.za and we'll be happy to assist.
How can I track my order?
You can track your order using the “Track My Parcel” button in your shipping confirmation email.
As your parcel moves through the delivery process, you’ll also receive tracking updates via email and WhatsApp. These updates may include:
- Collected
- In transit
- Out for delivery
- Delivered
When your parcel is out for delivery, you may also receive a WhatsApp notification directly from The Courier Guy with your delivery information.
What happens if I’m not available when the courier attempts delivery?
Please ensure that you or someone on your behalf is available to receive your parcel when delivery is attempted.
If a delivery attempt is unsuccessful, the courier may attempt redelivery on the following business day and/or contact you by telephone or email to arrange a further delivery attempt.
If delivery remains unsuccessful after multiple attempts, your parcel will be returned to our office. Once received, you may choose to either receive a refund for your order less applicable courier fees, or arrange redelivery and pay an additional shipping fee.
What if I haven't received my order?
If your order hasn't arrived within the expected delivery timeframe, please contact us at hello@nuude.co.za and we'll assist in tracking your parcel and resolving the issue as soon as possible.
What if my order has been marked as delivered, but I haven't received it?
If your order has been marked as delivered but you haven't received it, please first check with household members, neighbours, or your building reception in case the parcel was accepted on your behalf.
If you're still unable to locate your parcel, please contact us at hello@nuude.co.za and we'll assist in tracking your parcel and resolving the issue as soon as possible.
Returns And Exchanges
What is your returns and exchanges policy?
Due to the intimate nature of our products and for hygiene reasons, we do not accept returns or exchanges.
This does not affect your rights relating to defective, damaged, or incorrect items.
For more details, please see our Returns Policy.
What if I receive a defective, damaged, or incorrect item?
Inspect your item as soon as it arrives.
If you receive an item that is defective, damaged, or incorrect, email hello@nuude.co.za as soon as possible so that we can assist you.
Please include the following information:
- Your order number
- A description of the issue
- Photographs of the defect, damage, or incorrect item
If the item is confirmed to be defective, damaged, or incorrect, we will offer a replacement (subject to availability) or a full refund to your original payment method.
For more details, please see our Returns Policy.
Will I be charged shipping for a replacement item?
If an item is confirmed to be defective, damaged, or incorrect, we will cover the cost of shipping the replacement item.
How long does it take to process a refund?
Once a refund has been approved for a defective, damaged, or incorrect item, it will be processed within 7 business days to your original payment method.
Payments
What payment methods do you accept?
We accept the following payment methods:
- Credit and cheque cards (Visa, Mastercard and American Express)
- Apple Pay
- Google Pay
- Instant EFT
How are payments processed?
All payments are securely processed through PayFast, our third-party payment gateway. We do not store or have access to your card details.
Customer Support
How can I contact customer support?
You can contact customer support by filling out the contact form on our Contact Us page, or by contacting us directly:
Email: hello@nuude.co.za
WhatsApp: 079 711 3568
Please note: Our number is available for WhatsApp messages and WhatsApp calls only.