Cancel Nasty Gal: Step-by-Step Guide

How to cancel your Nasty Gal order and claim your refund in ireland

What Nasty Gal is and why you might want to cancel

Nasty Gal is an international online fashion retailer that ships trend-led womenswear, accessories and footwear to customers across Ireland and Europe. You browse individual items on their website, add them to your basket, and receive them at your door within a few working days. Unlike subscription services, Nasty Gal doesn't charge you repeatedly by default, though they do offer an optional premium membership plan that bundles unlimited delivery and hassle-free returns for an annual fee. If you've placed an order and now want to cancel it, you have clear legal rights under Irish consumer law. Tocancel has helped thousands of Irish shoppers understand exactly how to exercise those rights and recover their money.

When cancellation makes sense

You might want to cancel a Nasty Gal order for several reasons: the item doesn't fit, the colour doesn't match the website photos, you've changed your mind about the purchase, or you've found the same product cheaper elsewhere. The good news is that Irish law gives you a statutory cooling-off period to cancel without penalty. If you've only just received your items or haven't received them yet, you're almost certainly within your window to act. Your right to cancel is protected and unconditional under consumer law.

The difference between order cancellation and membership cancellation

You need to distinguish two separate cancellations. First, you may want to cancel an individual order you've placed; this is straightforward and covered by the 14-day withdrawal right under Irish consumer law. Second, if you've paid for Nasty Gal's premium membership plan, cancelling that requires a separate action and follows different terms. This guide covers both situations, but focus first on your order if that's your priority. Tocancel will walk you through each one clearly.

Your consumer rights when cancelling in ireland

This section explains the legal protections that give you power when dealing with Nasty Gal and the steps you can take if the company refuses to cooperate.

The 14-day withdrawal period explained

Under the Consumer Rights Act 2022 (which implements the EU Consumer Rights Directive), you have the right to cancel a distance purchase within 14 calendar days from the date you receive the goods. This is sometimes called a cooling-off period or withdrawal right, and it applies to nearly all online purchases in Ireland, including fashion items from Nasty Gal. You don't need to give a reason, and the retailer cannot refuse your cancellation. The 14-day clock starts on the day the items arrive at your address, not the day you ordered them.

Your legal position: You are protected by statute, not by the retailer's goodwill. Nasty Gal must honour your cancellation request within this window, regardless of the item's condition or your stated reason.

What refunds you're entitled to

When you exercise your withdrawal right within the 14-day window, Nasty Gal must refund the full purchase price of the goods, including any delivery charges you paid. The only exception is if you agreed to pay for return postage; in that case, you cover the cost of sending items back. Nasty Gal must process your refund within 14 days of receiving your returned items or acknowledging your cancellation request, whichever comes first. The money goes back to your original payment method (credit card, debit card, or PayPal account), and you should see it in your bank account within 5 to 10 working days after Nasty Gal issues the refund.

What happens if the company refuses to refund

If Nasty Gal refuses your refund or ignores your cancellation request after 14 days, you can escalate to the Competition and Consumer Protection Commission (CCPC), Ireland's dedicated consumer authority. The CCPC handles complaints about unfair trading practices and breaches of consumer rights law. You can file a complaint online at ccpc.ie for free, and the organisation will investigate on your behalf. This is a powerful lever: most retailers comply immediately once they know the CCPC is involved. Do not accept silence or delay; the CCPC exists to enforce your rights.

How to cancel your Nasty Gal order step by step

This section gives you the exact steps to cancel your order and protect your refund.

Method 1: cancellation by email

Sending an email to Nasty Gal's customer service team is the fastest and most documented way to cancel. You create a paper trail that proves you submitted your cancellation within the 14-day window, which protects you if any dispute arises later.

1. Open your email client and compose a new message to [email protected].
2. Write a clear subject line: "Cancellation Request for Order [Your Order Number]".
3. In the body of the email, include:
   • Your full name
   • Your order number (visible in your Nasty Gal account or in your order confirmation email)
   • The date you received the items
   • A clear statement such as: "I wish to cancel this order and request a full refund within 14 days of receipt, as is my right under the Consumer Rights Act 2022."
4. Send the email and keep a copy for your records.
5. Expect a response within 2 to 3 working days confirming receipt of your cancellation request.
6. Follow the return instructions provided; Nasty Gal will specify where to send the items back.

Email is your strongest evidence that you submitted your cancellation on time. Keep the confirmation email for at least 12 months.

Method 2: cancellation by postal mail

If you prefer to post your cancellation request or if you have not received a reply to your email within 5 working days, you can write directly to Nasty Gal's customer service address. Posting creates a dated record via Royal Mail that proves when your cancellation was sent.

1. Write a letter or complete a cancellation form (available from the Nasty Gal website if applicable).
2. Include your full name, order number, the date you received the items, and your cancellation request.
3. Address the letter to:
   • Nasty Gal
   • PO Box 553
   • Burnley
   • BB1 9GD
   • United Kingdom
4. Post the letter via Royal Mail Special Delivery Guaranteed by 9am (Royal Mail Tracked). This service costs around EUR 9-12 and gives you proof of posting and delivery.
5. Keep your receipt and proof of posting for your records.
6. Allow 7 to 10 working days for your letter to be received and processed.

Postal cancellation works well if you want an extra layer of legal certainty, though email is usually faster.

Timeline for your refund after cancellation

Once you submit your cancellation request, the clock restarts. Nasty Gal has 14 calendar days from when they receive your cancellation notice (or the returned items, whichever is later) to refund your money. In practice, most refunds appear in your bank account within 10 to 15 working days of your cancellation being processed. Your bank may take an additional 1 to 3 working days to credit the funds to your account. If 21 days have passed and you haven't received your refund, contact Nasty Gal again in writing and escalate to Tocancel or the CCPC if necessary.

Pricing, delivery and membership options

Understanding what you paid helps you verify that any refund is complete and identifies whether you are cancelling a membership alongside your order.

Check your order confirmation email to see exactly what you paid for delivery and items. If you've paid for premium membership and you're unhappy with the service, you can cancel that separately by contacting customer service; it follows the same 14-day withdrawal rule.

After your cancellation is confirmed

Cancellation can feel uncertain, especially if you're waiting for your refund to arrive, so here's what to expect once your request has been submitted.

What happens to your returned items

Nasty Gal will send you a returns label or instructions on how to return the items you've cancelled. Pack the items securely in their original packaging if possible, and include the returns label or slip provided. Drop the package off at your nearest Royal Mail Post Office or arrange a collection. Keep your Royal Mail receipt as proof of return. Once Nasty Gal's warehouse receives the package, they will inspect it and process your refund. This usually takes 3 to 5 working days after they receive the parcel.

Tracking your refund status

You can contact [email protected] again after 10 working days to ask for an update on your refund. Provide your order number and the date you submitted your cancellation. Nasty Gal should confirm whether they have received your returned items and when your refund will be issued. If they refuse to provide this information or claim they haven't received your items when you have proof of posting, this is grounds to escalate to the CCPC. Tocancel recommends keeping all evidence: your cancellation email, the Royal Mail receipt, photos of the packed parcel, and any replies from Nasty Gal.

Checking your bank account

Once Nasty Gal issues the refund, it can take 1 to 5 working days for your bank to process it, depending on your financial institution. Log into your bank's app or website and look for a transaction from Nasty Gal or the payment processor they use. If you paid by credit card, the refund may show as a credit note or adjustment. If 14 days have passed since Nasty Gal confirmed they received your items and you still haven't seen the money, contact your bank's customer service team to confirm they received the refund instruction.

Common mistakes to avoid when cancelling

Cancellations often go wrong not because retailers are deliberately difficult, but because customers miss simple procedural steps or submit incomplete information, leaving their requests lost in a customer service queue.

Mistake 1: cancelling after 14 days

The 14-day withdrawal period is your legal right, but it is not flexible. If you receive your order and wait 15 days before submitting a cancellation request, you have lost your right to cancel without a valid reason (such as the item being faulty or not as described). Mark the delivery date on your calendar or set a phone reminder for day 12 to ensure you submit your cancellation in time.

Mistake 2: not including your order number

Your order number is the only identifier Nasty Gal uses to locate your purchase in their system. If you email a cancellation request without it, customer service staff cannot process it quickly and your message may be marked as incomplete. Always copy your order number from your email confirmation or your Nasty Gal account page and include it prominently in your cancellation request.

Mistake 3: returning items without confirming the address first

Nasty Gal has a specific returns address, and if you send items to the wrong location, they may be lost or delayed. Always wait for the returns label or address confirmation from customer service before posting anything back. Using the address on their website without checking your specific order may send items to a processing centre that doesn't handle that type of return.

Mistake 4: assuming silence means consent

If Nasty Gal doesn't reply to your cancellation email within 5 working days, do not assume they've accepted your request. Send a follow-up email or call their customer service line to confirm receipt. Many cancellations get delayed because customers submit one email and then wait passively. Tocancel recommends treating silence as a prompt to escalate: follow up actively.

Mistake 5: not keeping evidence

Screenshots of your order number, copies of your cancellation email, Royal Mail receipts, and bank transaction records are your proof if Nasty Gal later claims they never received your request or disputes your refund. Store these in a folder on your computer or phone for at least one year. If you ever need to file a complaint with the CCPC, this evidence will be invaluable.

Comparing cancellation options

The table below summarises the key differences between email and postal cancellation so you can choose the method that best suits your situation.

Most Irish consumers find email faster and simpler, but postal mail creates a dated physical record that some find reassuring.

What to do if Nasty Gal refuses your refund

This section covers your escalation rights if Nasty Gal rejects your cancellation or doesn't process your refund within the legal timeframe.

Step 1: submit a written complaint to Nasty Gal

Before escalating to the CCPC, give Nasty Gal a final opportunity to resolve the issue. Send a formal letter (via Royal Mail Special Delivery) to the address below, clearly stating that you are issuing a complaint and that you expect resolution within 14 days. Include copies of your cancellation request, proof of posting, and any responses from customer service. Make it clear that if they do not comply, you will file a complaint with the CCPC. Many companies respond immediately when they see the formal complaint process beginning.

Step 2: file a complaint with the competition and consumer protection commission

If Nasty Gal does not respond or refuses to refund you, you have the right to file a free complaint with the CCPC. Visit ccpc.ie and select "Make a complaint". Provide your order number, the dates of your cancellation request and order receipt, and a summary of what happened. Attach copies of your emails, postal receipts, and any responses from Nasty Gal. The CCPC will investigate and will contact Nasty Gal on your behalf, asking them to justify their refusal or to process your refund immediately. In the vast majority of cases, companies comply when the CCPC intervenes.

Step 3: consider small claims court if necessary

If the CCPC's investigation does not resolve the issue (which is rare), you can pursue a small claim through the Irish courts. The Small Claims Procedure allows you to claim up to EUR 2,000 without needing a lawyer. You can file a claim online through the Courts Service website (courts.ie) for a small fee (usually EUR 20-45). This is a straightforward process for amounts under EUR 2,000, and the court will order Nasty Gal to pay your refund plus costs if your evidence is clear. Most retailers settle at this stage rather than appear in court.

Your legal rights are backed by state enforcement: you are not alone in this process.

Cancelling your Nasty Gal premium membership

If you've also signed up for Nasty Gal's premium membership plan and want to cancel it separately from any order, follow these steps.

How premium membership works

Nasty Gal's premium membership (currently EUR 39.99 per year) gives you unlimited free delivery and free returns for 12 months. Unlike a subscription box service, it does not charge you monthly; it renews once per year on the anniversary of your signup date. If you decide the service is not worth the cost, you can cancel your membership before it renews and you will not be charged again.

How to cancel your membership

Log into your Nasty Gal account on their website. Go to "Account Settings" or "My Account", then look for a section labelled "Membership" or "Subscription". Select "Cancel Membership" and follow the prompts. Nasty Gal will ask you why you're cancelling (feedback only, not required to proceed). Confirm your cancellation. You should receive a confirmation email within 1 to 2 working days. Your membership will remain active until the renewal date, after which you will not be charged. If you cannot find the cancellation option in your account, email [email protected] and ask them to cancel your membership manually; this usually takes 2 to 3 working days.

Do not confuse membership cancellation with order cancellation. If you cancel your membership, any existing orders are not affected; you will still have 14 days to cancel individual orders if you wish.

Contact information and returns address

Use this section to ensure your cancellation reaches the right department and to escalate if you receive no response.

Nasty Gal customer service contact details

What to include in your cancellation communication

Whether you email or post, always include:

• Your full name and account email address
• Your order number (from your order confirmation email or account)
• The date you received the items
• A clear statement: "I wish to cancel this order under my Consumer Rights Act 2022 withdrawal right."
• Your postal address and phone number (so Nasty Gal can contact you about your return)

This information allows Nasty Gal to process your cancellation quickly and reduces the risk of delays or misunderstandings.

Summary and next steps

Cancelling a Nasty Gal order is straightforward when you know your rights and follow the correct procedure. You have a legally protected 14-day window to cancel any order without penalty, and you are entitled to a full refund of the purchase price and delivery charges. Email is the fastest method; post is available if you need extra certainty. Keep all evidence of your cancellation request and follow up actively if you don't hear back within 5 working days. If Nasty Gal refuses your refund or ignores your request, escalate to the CCPC immediately; they exist to enforce your rights and most retailers comply at that stage.

Tocancel has helped thousands of Irish consumers successfully cancel orders and recover their money when retailers failed to cooperate. You have the law on your side, and you can act with confidence. Submit your cancellation email today, keep your proof, and follow the timeline above. If you encounter any difficulty, Tocancel and the CCPC are your backup. Your money is yours until you choose to spend it; exercise your right to cancel now.