FAQ

Our underwear collection is made with natural materials, hemp and organic cotton. To learn more about our natural fabrics, click here.

Hemp is a naturally durable, antibacterial, mold resistant material that acclimates to variations in the body's temperature. It is a fabric that softens wash after wash and breathes thanks to its porous fibers. It is also eco-responsible, as these fields capture CO2 from the atmosphere. During production, no pesticides or chemical compounds are used. It uses four times less water than non-organic cotton for the same amount of textile. Its growth cycle is fast and its cultivation is easy and healthy for our farmers. In other words, it is an underestimated material, but a very beneficial one, because hemp protects our skin as well as the environment. The only negative point is that it is more expensive, as its demand is lower compared to other materials on the market.

Organic cotton is simply a better farming method than conventional cotton. It is grown without chemical fertilizers and toxic pesticides. In fact, it is grown on healthy land, which means that the land has had enough time to remove the toxic waste that was previously there. A considerable reduction in the amount of water for production is achieved. Its fiber is soft, comfortable and ideal for sensitive skin. Organic cotton reduces water waste, improves soil health and greatly improves the health of the farmers who work the land. Finally, organic cotton is a better quality cotton compared to conventional cotton.

Our size chart is based on Canadian sizing, which means it may differ from the brands you usually wear. Visit our Size Chart page for detailed recommendations. You’ll also find fit tips and sizing advice on each product page to help you choose the right size. And don’t forget: our regular-priced items are exchangeable and refundable, so if the size isn’t quite right, we can always exchange it.*

*For hygiene reasons, thongs, panties, and boxers are final sale and cannot be exchanged or returned.

Machine wash in cold water with the same colors and air dry.

To ensure a longer life for your underwear, hand wash and dry flat. Do not use bleach, do not tumble dry.

We design all of our underwear with love in Quebec, Canada. Our products are then crafted in a BSCI-certified factory in Asia, a leader in hemp textiles and women's underwear manufacturing, using GOTS-certified fabrics and responsible production practices.

For hygienic reasons, panties and thongs are final sales. Gift Cards are also non-refundable.

You can return all products at regular prices. To be eligible for a return, your item must be in the same condition as you received it, unworn or unused, unwashed, with tags and in its original packaging. Please do not wear perfume or deodorant when trying on your item, as stained clothing cannot be returned.

Processing time for all orders is 1-2 business days and orders are processed and shipped Monday through Friday. Please allow 2-7 business days to receive your order once it has left our facility. (Business days are Monday through Friday, excluding holidays).

- Please allow for longer delays during Cyber Week (November) and during the holiday season.


- You will receive a shipping confirmation email with a tracking number as soon as your order has been shipped.

You can write to support@thenakedclub.com. 

It is possible to pay in several ways; PayPal, Visa, Mastercard, American Express.

To apply a promotional code, it is possible to add it in the "Shopping cart" section, a specific section is provided for this purpose. If in doubt, please contact us.

Yes, you can pay with a Naked Club gift card in our online store.

Make sure your billing address (name, address and postal code) is the same as the one on your credit card statement. This information is used to verify the authenticity of the payment. If you have validated all the information and still receive an error message, we recommend that you contact your banking institution.

It all depends on your delivery address. Normally, all orders are delivered within 2 to 10 business days in Canada.

You can track your package with the tracking number you received by email. 

Shipping costs are calculated at checkout once you enter your shipping address. Orders over $99 CAD shipped within Canada and orders over $75 USD shipped to the United States qualify for free shipping.

Please note that orders shipped outside Canada may be subject to import duties and taxes. When applicable, these fees are calculated and collected at checkout.

We ship across Canada, the USA, Europe, and Australia. Please note that duties and taxes are applied at checkout for orders outside of Canada.

You will receive an email when your order is shipped with a tracking number to follow the status of your order.

All delivery fees, including those for returns, are non-refundable.

Unfortunately, if the order has already been shipped, it is not possible for us to change the address. However, if you have not yet received a tracking number from us, we will be able to change the address. Please contact us at support@thenakedclub.com. 

Once an order has been processed and shipped, it cannot be changed or cancelled. Once received, if you wish to make a return. Please contact us at support@thenakedclub.com to start a return.

If you are not completely satisfied with your purchase, you may return it by mail within 30 days of the date you received your order. Returned items must meet all eligibility requirements for a refund. Please contact our customer service department at support@thenakedclub.com to initiate a return. We do not cover return shipping costs and the original shipping fee paid cannot be refunded.

Once the return is processed, you will receive an email confirming your refund.

We can make an exchange if the desired size is still available online. You have 30 days from the date of receipt of the order to send us the item to be exchanged.

To make a return, please contact us at support@thenakedclub.com with your order number and the reason for the exchange. We do not cover return shipping costs and the original shipping fee paid cannot be refunded.

For hygiene reasons, panties and thongs are final sales.

Please contact us immediately if the item is damaged or defective so that we can evaluate and fix the problem. Please contact us at support@thenakedclub.com with your order number and a picture of the damaged item.

Please contact us immediately if you have received the wrong item or if an item is missing from your order, so that we can evaluate and fix the problem. Please contact us at support@thenakedclub.com with your order number and a picture of the item received.

Once the package is received, it takes approximately 10 business days for your refund to be processed. Depending on your banking institution, it may take a few additional days for the refund to be fully processed in your account. You will receive a refund confirmation email when the credit is issued.

It is important to mention that the amount paid at checkout and the amount that appears on your invoice are non-negotiable. For logistical reasons, The Naked Club will not apply discounts on previous purchases or promotional codes to orders that are in process or have already been processed. We are not responsible for promotional codes that you forgot to add to your shopping cart at checkout, as they cannot be added later.

Unfortunately, we do not offer price adjustments for sale items. Also, our promotions are not applicable on previous purchases. If two different prices are displayed, the lower price will be applied.

No, The Naked Club gift cards do not expire.

No, our gift cards are not subject to a fee for non-use.

Unfortunately, we cannot replace a lost or stolen Gift Card and it cannot be refunded or redeemed for cash if it is lost or stolen.

To apply a gift card, it is possible to add it in the "Shopping cart" section, a specific section is provided for this purpose. In case of doubt, please contact us.