FAQ

Glad you asked.

Shipping and Delivery

Do you ship internationally?

Yes, we do ship internationally! We also ship locally from our warehouses in Rotterdam and Hong Kong and can offer free local shipping if your purchase is above a certain amount.

When will I receive my order?

Hong Kong: We offer free shipping for all Hong Kong orders. Regular shipping to any destination in Hong Kong will take approximately 2-3 working days. Orders with our embroidery service will take approximately one week.

Please note these times are for shipping only and do not include order processing and dispatch time. Shipping times may be delayed during peak periods such as holidays, due to high demand and volume.

Rest of the World: If you would like to enquire about international shipping for other countries, please contact us at hello@nakedlab.com.

Do you provide same day delivery in Hong Kong?

Same day delivery can be arranged upon request with additional charges. We will use courier service for immediate delivery. Please feel free to contact us if this is what you need.

Returns and exchanges

What is your return policy?

Returns are accepted within 14 days of your order purchase date. We only accept returns for change of mind on items that have not been opened, washed or used. These items must be in their original packaging with tags still attached and in a resaleable condition. You will be notified once your return has been received and processed.

Please allow at least one week from the time you return your order for your return or exchange to be processed. The customer is responsible for the cost of returning any goods to NakedLab and the goods are the customer's responsibility until they are sufficiently returned to our address.

I think I have received a faulty item...

We like to ensure our products are of the highest quality, however in the unlikely event that you receive an incorrect item or an item that is in a faulty condition, please contact us immediately.Once we receive your items, we will thoroughly inspect it and if it is found genuinely faulty (not including the fault exclusions outlined below) you may elect to have the goods replaced or refunded using the same method of the original payment.

Faults must be reported to NakedLab within 14 days from the time the order is received. Please allow two weeks from the time you return your order for your return to be processed.

What are the faulty exclusions?

Our products are intended for regular home use and care instructions need to be followed carefully. The below occurrences are not considered faults and returns will not be accepted or replacements offered for items that have experienced the following:

1.PILLING: As mentioned on our website and product packaging, 100% organic bamboo is susceptible to pilling after initial use.This is normal for organic and natural fibres that have not been treated with harmful chemicals and does not constitute a fault.     

2.COLOUR FADING: Due to the natural and organic nature of our fibres, colour fading can be expected over time, especially if the products are line dried direct sunlight. This is normal and does not constitute a fault.

3. SALE ITEMS: There is strictly no refund or exchange on sale items unless the product is damaged or faulty.

To enquire about an exchange on a sale item, please contact us at hello@nakedlabhk.com.

How do I process a return or an exchange?

If you would like to return a product for anyreason, please contact us at hello@nakedlabhk.com as soon as possible.

Provide the details of your order including the order number, name, the item you wish to return, why you would like to return it and if you would like an exchange, refund or store credit.

NakedLab is not responsible for the cost of shipping returns or replacement items. If you have not emailed us prior to returning a product, your return will not be processed

Product

What's the difference between NakedLab's bed sheets and other brands?

Our bamboo sheets are made of 100% organic bamboo, one of the most sustainable and softest textile materials available. Unlike cotton, bamboo is also a naturally renewable plant that has incredible benefits for humans and the environment. Learn more about how bamboo compares to cotton here.

Is your bamboo organic?

Yes, we only use organic bamboo and our fabric is Oeko-tex certified. The OEKO-TEX® Standard 100 is an independent testing and certification system that tests for harmful substances at all stages of textile production, including raw textile materials, during the production process and in the final product. Learn more about our Oeko-tex certification here.

How are NakedLab's bamboo sheets made?

Our sheets are created using crushing organic bamboo pulp that is broken down with a natural enzyme to create a fibre that is spun into a yarn. We take pride in the fact that our sheets are also made in a closed-loop system, which conserves natural resources and diverse waste from landfills.

What is a closed loop process?

A closed-loop process means that our products have been intentionally designed and manufactured with maximum usability, minimal adverse environmental impacts and minimal waste production.

 Our products are also manufactured with the most efficient usage of water, energy and other resources. Here are specific ways in which our products maintain a low impact on the environment:

●     Our bamboo fabric is biodegradable and will not end up sitting in landfill after its lifecycle

●     Our fabric is Okeo-tex certified to ensure safety for humans, animals and the environment

●     The manufacturing process ensures that the use of water, energy and other resources is kept to a minimum

●     Our packaging utilises excess fabric from our sheets and is also biodegradable and reusable. We have also taken care to use fully compostable mailers made of plant materials. 

Whatif the product I want is out of stock?

We try our very best to make sure this does not happen, but due to popularity or seasonality, some products may not be as readily available. Please email or call us and we can add you to our waiting list so that you can be next in line to receive your favourite items!

What size should I get for my bed?

We reference the most popular sizing in the market. If you need a customized size, please contact us and we will try our best to fulfill your needs. Otherwise you can check our sizing chart here.

Care

How often should I change these sheets?

These sheets wear just as well as high-quality cotton sheets. We do recommend replacing your bedding over time due to the oils, dust, and sweat from your body. It’s important to change your pillowcases more frequently than your sheets.

We recommend changing pillow cases every 6-12 months and sheets every 18-24 months, depending on how many sets you alternate between.

Does the fabric pill?

Our products are a natural textile which has not been treated with harsh substances. As with all natural fabrics, the bamboo may experience slight pilling with initial use, however this can be removed or reduced during the normal washing and drying process (as per the care instructions). It is normal for natural fibres to pill, especially in response to friction and it is not a fault or defect.

How do I care for my sheets?

All of NakedLab's bamboo bedding essentials come with care labels that detail washing instructions. We recommend cold machine wash, line dry or tumble dry low. No bleach and fabric softener. You can learn more about how to care for your bamboo sheets here.

What is the thread count of NakedLab's sheets?

Our sheets are 400 thread count bamboo, which is equivalent to around 1,400 thread count cotton. It’s important to note that thread count isn't the single most important factor to consider when selecting sheets and can often be misleading. The quality and weave of the fabric, and the way it feels to you, are most important!

General

Do you offer discounts to designers?

Yes! We want to make it more accessible for our interior designer, home stylist friends, and their clients to incorporate bamboo bedding in their projects. Upon acceptance into our Designer Trade Program, we offer an exclusive trade discount.

To apply or learn more, please contact us. It takes one to two weeks to confirm your application. Once you are accepted, you will receive an exclusive discount code that's valid for one year on all your NakedLab orders!

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