Free shipping
Last updated: October 10, 2026.
This policy applies to purchases from the Naked store for delivery within Colombia. The seller is SAGO LAB S.A.S., NIT 901919483.
1. Coverage and delivery address
Shipping availability for your address is shown at checkout. Enter a complete address and contact phone number. If you notice an error, email sales@naked.com.co as soon as possible so we can review whether it can be corrected based on the order’s status.
This page’s conditions apply to Colombia. International shipping requires prior, specific information about coverage, price, taxes, formalities and timeframe. Accessing the site from another country does not mean international delivery is available.
2. Shipping costs
Shipping is free for product purchases over $100,000 COP delivered within Colombia, as advertised by Naked. For other purchases, the cost for your address is shown separately before payment. Review the final order total; we will not apply shipping charges that have not been disclosed and accepted.
3. Delivery timeframe
The specific delivery timeframe must be communicated before purchase completion and recorded in the confirmation. If no other timeframe is established, delivery must take place no later than 30 calendar days counted from the day after the order is communicated, under Article 50 of Law 1480 of 2011.
Timeframes stated in business days exclude Sundays and public holidays, unless the offer specifies a different rule. Naked remains responsible for meeting the accepted timeframe and for actual delivery to the stated address.
4. Tracking and delivery updates
Check your order status by emailing sales@naked.com.co or contacting +57 310 466 8867, with your order number. When a shipping label is generated, available tracking information will be shared. If an issue affects delivery, we will inform you and address the applicable resolution.
5. Delays or unavailability
If a product becomes unavailable, we will inform you immediately. You may request a second delivery date. If the agreed or applicable statutory deadline is exceeded, or the product is unavailable, you may unilaterally terminate the purchase and request a refund of all amounts paid, without deductions.
A refund for these reasons will be completed within a maximum of 15 calendar days. It will not be replaced with store credit without your agreement.
6. Incorrect, defective or damaged products
Tell us what happened and, if possible, include photographs to help us review the issue. Photographs, packaging or a report on the delivery day are not exclusive requirements for exercising statutory rights. Naked will fulfill its applicable obligations and cover the costs for incorrect delivery or statutory warranty.
See Exchanges, Returns and Warranties and Withdrawal and Payment Reversal. Handling a request cannot depend solely on the outcome of a claim against the carrier.
Contact address: Carrera 45 #1-59, Medellín, Antioquia, Colombia, 050022. To arrange a return, ask for receiving instructions; this process does not extend or reduce statutory request deadlines.
Last updated: October 10, 2026.
This policy distinguishes statutory warranty rights from exchanges based on personal preference. The seller is SAGO LAB S.A.S., NIT 901919483, the operator of Naked.
1. Quality, suitability and safety warranty
All products have the warranty required by law and the information provided before purchase. This includes discounted products, underwear, nipple covers and other personal-use goods. Hygiene or skin contact does not remove the right to claim for a defect, an incorrect product or failure to meet advertised characteristics.
Warranty duration is stated on the product page. If no period is announced and no special rule applies, new products have a statutory warranty of one year. For perishable products, the period corresponds to their expiration date. Classification and duration are determined for each product.
2. Making a request
Contact sales@naked.com.co, +57 310 466 8867 or Carrera 45 #1-59, Medellín, Antioquia, Colombia, 050022. Include your name and contact details, the product, purchase date and issue. Add the order number or any proof of purchase you have.
We do not require an invoice as the sole proof of purchase or original packaging as a general warranty condition. If possible, include photographs to help with review. We will coordinate making the product available and explain the steps. A direct complaint will be answered within 15 business days of receipt.
3. Remedies and costs
Warranty service is free, including necessary transport where applicable. The statutory remedy may be a free repair, replacement or refund, depending on the product and circumstances. If the item cannot be repaired, replacement or refund applies. If the defect recurs, you may choose among the remedies provided in Article 11 of Law 1480 of 2011.
Store credit will not be imposed instead of a legally required monetary refund. Warranty handling and fulfillment follow applicable statutory and regulatory timeframes.
4. Product use and care
Follow the application, removal, cleaning, storage and reuse instructions for each product. Normal wear is not itself a defect, but a failure of quality or promised characteristics may be covered by warranty.
A warranty refusal must be based on a statutory ground and its connection to the defect. A general statement that the product was used is not enough. Relevant instructions must have been provided; no warning automatically excludes Naked’s responsibility for an unsafe product.
5. Size, color or preference exchanges
The law does not establish a general right to exchange a non-defective product because of preference, size or color, outside any applicable specific rights. This policy does not offer an additional commercial exchange period for preference changes. If a Naked offer advertises an exchange benefit, that offer’s conditions will be honored.
Because of their personal-use nature, voluntary exchanges of underwear, nipple covers, adhesives or other skin-contact products require expressly offered conditions. This rule does not affect warranty or payment reversal rights where applicable.
6. Withdrawal and competent authority
Withdrawal has conditions, deadlines and exceptions that differ from warranty rights. See Withdrawal and Payment Reversal. If your complaint is not resolved, you may approach the Superintendence of Industry and Commerce or the competent authority, meeting the applicable procedural requirements.