The information here relates to all the services provided by Luminous Limited, including the services by Naked Recovery Online (www.nakedrecoveryonline.com), Naked Marriage Online (www.nakedmarriageonline.com) and Naked Divorce (www.nakeddivorce.com).
Delivery & Returns
Our policy for online products and services
Delivery Policy for Online Products:
Full payment of the online product must be received via our secure online payment gateway prior to the electronic delivery. Once payment has been received, the customer will be sent a URL link to retrieve the desired template. At any stage, if you are experiencing problems on taking delivery of the online product, use the Get Help button at the bottom of the screen. Payment for online products can be made via Mastercard or Visa. We do not accept methods of payment that are not online transactions such as personal cheques, postal money orders or cash.
Returns Policy for Online Products:
We do not issue refunds after online products have been downloaded and delivered to the end user, who is responsible for understanding the terms and conditions upon purchasing from our site.
If a customer finds a functional error in an online product, they can contact us using the Get Help button at the bottom of the screen and we will rectify any errors and provide the corrected online product to the customer within 48 hours. The notification of error in relation to an online product needs to be made by the customer within 2 weeks of receipt of the online product.
All our online programmes come with a 100% money-back guarantee.
The guarantee stipulates that provided you have used the programme and there is evidence that you have done at least 45% of the programme as it is designed and felt you received no value, you will be granted a full refund, no questions asked. Please contact Customer Service to arrange your refund if required.
If you have any questions about this information, please feel free to contact us using the Get Help button at the bottom of the screen.
1. Delivery Notifications
You will receive an email at the address you have specified when your order has been despatched – if applicable, this email contains the tracking number so you can track it online right to your door.
2. Delivery timescales
2.1 Delivery timescales – United Kingdom
If placed before 4 pm, subject to passing necessary checks and stock availability, your order will be shipped within 48-72 hours. Typically orders are delivered within 4 business days but we recommend expecting delivery within 10 working days.
Orders shipped on Friday almost always arrive on Saturday, however this is not guaranteed. Depending on your location, your order may arrive the following Monday if shipped on Friday.
Please note: In rare circumstances, during extremely busy periods it is not always possible to despatch all orders the same day. To help ensure a specific delivery date (provided you give us 10 working days notice), you can contact us using the Get Help button at the bottom of the screen.
For out-of-stock items, you can usually expect to receive the item within 2-10 business days. If the delay is likely to be significantly longer than this we will contact you either by telephone or email to inform you of an approximate delivery date.
In the event of a delay, we will contact you either by email or telephone to inform you of this.
Please note: There are a few locations which are not covered by the next day delivery service. Please visit here to see if you are not covered.
2.2 International deliveries
International orders are shipped by Royal Mail International, who passes the package onto your overseas delivery company. International shipping is calculated in the checkout, and is usually £13.50 to most destinations, and the delivery timescale is a non-guaranteed 3 – 10 working days.
3. Postage method
International orders are charged at either £5 or £7.50 extra, depending on your location. If your country is exempt from VAT (e.g. outside the EU) this will be removed from your order total in the checkout.
4. Missed deliveries
If you are not in to receive the delivery at the time the delivery is attempted, the Royal Mail will leave you a card. This will allow you to telephone them to arrange a redelivery at a more convenient time, or alternatively you can collect it from your local sorting office. Due to security reasons, all items must be signed for and we cannot send items unrecorded.
If for any reason the item is returned to us (e.g. incorrect address specified, item not called for), then we will inform you immediately by email as soon as we receive the item.
>From this point forth, you will be given a choice whether you wish us to re-dispatch the item or for you to cancel the order. Please note that for items that were undelivered through fault of the consumer and a refund is requested, we reserve the right to deduct our outwardly shipping fees from the refund total.
5. Late deliveries or dispatch
Although we are able to ship almost every order in the specified delivery timescale, in rare circumstances our shipping capacity can be exceeded and cause a delay of one extra day. We regret that this situation can occur occasionally, and is an unfortunate situation which is naturally associated with buying online, however this only occurs in rare situations and, should this occur, your order is marked for urgent delivery the following day.
The other circumstance which may cause a delay is when the delivery service itself has a problem. This, again, is a rare situation but is unfortunately beyond our control. In these situations, we will do our very best to take responsibility for the situation and ensure that your order is delivered as quickly as possible.
6. Bulk supply
We do not supply anyone except consumers. We do not respond to enquiries asking us to supply bulk amounts of goods for supply elsewhere as this is against our terms of contract as an official dealer.
We do, however, supply non-trade bulk orders e.g. for events and meetings – and for a quote on any bulk purchase please use the Contact us option.
Returns Policy for Physical Products:
If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 14 days of receipt. Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.
Please note: Goods will only be accepted for return if they are dispatched within 14 days of delivery, unless we have notified you otherwise. The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
The cost of returning the item to us is your responsibility.
Delivery charges are only refundable where goods are faulty and a refund is made.
We recommend that customers return goods for refund or exchange using Parcel2Go.com
Parcel2Go.com is a reputable online parcel delivery company offering a wide range of UK and international courier services including DHL, Parcelforce Worldwide and City Link. In addition, Parcel2Go.com is the only parcel delivery website in the UK to offer FedEx’s first class services.
With Parcel2Go.com, online parcel tracking means the progress of a consignment can be checked at every stage of transit.
For your protection, Parcel2Go.com offers FREE £50.00 compensation cover for loss or damage.
Go to the Parcel2Go.com website.
It is your responsibility to ensure that the goods are returned to us in good condition. You should:
1) Package the articles carefully
2) Use Royal Mail Special Delivery or Parcel2go.com to return the item(s), insured for the appropriate cost
3) Retain the tracking number for your records
Naked Recovery Headquarters:
42 Old Hertford Road. Hatfield. Hertfordshire. AL9 5EY. United Kingdom
1.1 In addition to your statutory rights, we offer you 30 days to change your mind on any purchase provided the following conditions are met:
The item(s) are returned in the perfect condition in which it was received. Before dispatch, all of our items are checked by two members of staff and every item is confirmed to be in perfect condition.
The box, guarantee booklet and all instructions (if applicable) are returned with the item.
A statement of your name and/or order number. This usually means that you return the original invoice. If unavailable, you may include a note to include your name and order number as well as a statement requesting a refund.
Upon receipt of the goods, the item is inspected by two different members of staff. If these conditions are met then you will be eligible for a refund.
1.2 All of our items are checked with a stringent quality control process. If you feel an item has not been received in perfect condition then you should first email us to explain what you feel we have missed in our quality control process. We
will then discuss this fault with those who performed the quality control checks on the item and we will reply to your email with our own conclusion and provide instructions if you feel you need to dispute this.
1.3 You are not eligible for a refund if the item has been used, marked or shows any signs of usage. If the item is marked in any way then you have accepted the item and are no longer eligible for a refund or exchange under the terms of the cooling off period in the Distance Selling Act.
1.4 If in the unlikely event that we have sent you the wrong item, you are eligible for a refund on your return postage costs. Please contact us in advance to inform us of this. After we have received the faulty item from you, we will dispatch the correct one immediately.
1.5 Once the item has been received, ownership of the goods is transferred to you and from this point the item is your responsibility. It is therefore your responsibility, in the event of a need to return it to us, to ensure the item is returned to us in a safe manner and is packaged correctly to avoid damage.
2. The process of refunds and exchanges
2.1 Refunds are usually processed within 14 days of receipt, however please allow up to 30 days for the money to appear on your statement.
2.2 Refunds are processed according to the original method of payment. When this is not viable, refunds are given to you in the form of a cheque.
YOU WILL RECEIVE EMAIL UPDATES AT EVERY STAGE OF THE RETURNS PROCESS. IT IS NOT NECESSARY TO CONTACT US WHILE THIS PROCESS OCCURS.
42 Old Hertford Road. Hatfield. Herts. AL9 5EY. United Kingdom
All returns are inspected to ensure that the item has not been used, and are refunded within 30 days of cancellation. You card is refunded to the full amount, but any additional shipping charges are non-refundable.
If you have any queries about this policy then please use the Contact us option.
With your order, you should receive a returns form at the bottom of your invoice. To expedite your refund, please complete this in its entirety. If you have misplaced or not received the returns form, you can download one from: