Hi Babe

Important update to our services

• At Nasty Gal, we’re working hard to deliver for our customers in these difficult times. We are however, experiencing significant delivery delays in our network due to limited flights both international and domestic, social distancing requirements and a substantial increase in parcel volumes as more people shop online.

• We know you’re keener than ever to find out when you’ll receive your deliveries. You can track your delivery through parcel tracking, the chatbot and the MyPost App. We ask for your patience with our contact centre colleagues who are doing their best to keep up with the additional demand.



Changing how we work to remain safe

• Many customers and businesses have asked us how we are changing our ways of working to ensure the safety of our communities and teams.

• Post Offices have implemented social distancing measures for all services conducted in store. Cleaning standards and personal hygiene guidelines have also been provided. Counter safety screens to improve hygiene and reduce risks are also currently being rolled out across the country. The response to this has been positive so far.

• We’ve also had a number of questions regarding the safe handling of mail. The World Health Organisation and the Australian Department of Health have stated that the risk of contracting COVID-19 through handling of mail or parcels is extremely low. Nevertheless, we’ve introduced health and safety protocols in our facilities that ensure that mail and parcels are handled safely and that human contact is minimised. Contactless parcel deliveries where a signature is no longer required is also reducing risks.

• Stay safe and thank you for your understanding Australia.

• The large majority of our head office functions are working from home.

• Our Customer Service team are also set up remotely, where they are still available to support you 24/7 with any queries via Facebook messenger, WhatsApp, Twitter DM, and email.

• Our warehouse team are working with a 2 metre distancing policy, which is enabled through reduced staffing across shifts, staggered start and finish times, and staggered breaks where we are flexible to support each employee’s needs. We have also spaced out all workstations where your order is packed and have deployed considerable extra deep cleaning sessions across all areas of the warehouse.

• Our carriers are also practising social distancing, meaning that you can select contactless delivery or safe place for your order, maintaining the social distancing rules for both you and our drivers.

• All employees that fall under the Government ‘high risk’ criteria and are required to self-isolate for 12 weeks are doing so, while we continue to support them with full pay where they are unable to work remotely.

• Our employees that have children and have been impacted by school closures have also been able to take the time they need to support and care for their families.

• All employees that work within the warehouse are encouraged to take extra breaks to maintain hand washing, along with sanitisers being available throughout the warehouse and at all high touch point areas.

• Staying connected! ♡ While our teams are predominantly in lockdown, we are continuing to stay in touch through all channels open to us, keeping conversations open, checking in and being there for one another and you.

• We are doing all we can to ensure that your orders get to you as fast as we can, but we know that you, our lovely customers, will understand if there is a bit of a delay whilst we adjust to new ways of working.

• We’ve extended our returns period so that you can shop with confidence from the comfort of your sofa. Please don’t panic if you’re in self-isolation the most important thing is that you follow the Government guidelines, please wait to return any item until it is safe for you to do so.