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Cancellation service #1 in New Zealand
Cancel Naked Wines: Easy Method
What is Naked Wines
Service overview
Naked Wines is an online wine retailer that connects customers with independent winemakers, offering discounted prices and a subscription-style Angel membership.
The company sells single bottles, cases and a welcome offer for new customers, billing in US dollars and shipping internationally where available.
How the Angel membership works
Angel members make a monthly deposit (example listed below) that becomes credit to spend on wine and unlocks member discounts and exclusive bottles.
Membership is advertised as cancellable at any time and includes occasional gifts, tastings and app features for members.
How to cancel Naked Wines
Online cancellation
- Sign in to your Naked Wines account and go to the "Angel Account" or membership area.
- Follow the on-screen cancellation steps to stop the recurring monthly deposit.
- Keep a screenshot or confirmation email showing the cancellation completion.
Phone or email cancellation
- Email customer support at [email protected] requesting cancellation and include your account details.
- Call the stated customer support line: 1 1800 1673 14718 and request cancellation; note the time and agent details.
- If needed, send a formal written notice to the registered office address (see Address section) and keep proof of posting.
What happens when you cancel
Account access and renewals
Cancelling stops the recurring Angel deposit so you will not be charged future monthly deposits after cancellation takes effect.
Your existing credit in the account may remain available to spend until you request a refund or close the account, depending on the company policy.
Data and communications
Naked Wines will likely retain order and account records for service and legal reasons; you may still receive transactional emails after cancellation.
If you want marketing emails stopped, adjust your communication preferences or request removal when you cancel.
Will I get a refund?
Order refunds and replacements
- If an order is missing or damaged after dispatch, Naked Wines will send a replacement.
- If they cannot dispatch a replacement within 7 days, they state they will offer a full refund for that order.
- If you are unhappy with wine or service, contact them; they may credit your NakedWines.com account and may request return of unopened bottles.
Unspent Angel funds
- Refunds for unspent Angel deposits depend on account status and company policy; the general terms allow cancellation anytime but processing of refunds can vary.
- Australian terms note unused funds can be refunded in cash or product and vouchers/promotional credits are non-refundable; similar NZ-specific wording is not explicit in public terms.
- There is no clear automatic 14-day no-reason cooling-off right in the Naked Wines NZ terms; statutory NZ consumer rights for faulty goods still apply.
Naked Wines plans and pricing
Memberships
Pricing is billed in USD; the examples below convert to approximate NZD using 1 USD ≈ 1.55 NZD for guidance only.
Actual charges on your card will be in USD and may vary with exchange rates and fees.
Welcome and example selections
| Plan | Price (approx NZD) | Period | Features |
|---|---|---|---|
| Angel Membership (monthly deposit) | NZ$62.00 (approx) | Monthly | Monthly deposit credit, member discounts (up to 60%), monthly gift bottle, exclusive wines |
| Welcome offer - 12‑bottle case | NZ$140 (approx total; ~NZ$11.67 per bottle) | One‑off | Discounted first‑time case offer (example price shown) |
| Example NZ selection - New Zealand Whites Trio | NZ$67 (approx) | Per case (3 bottles) | Angel discounted pricing for a 3‑bottle NZ whites case |
Your consumer rights in New Zealand
Statutory rights
New Zealand consumers have protections under the Consumer Guarantees Act and the Fair Trading Act for goods that are faulty, misdescribed or not fit for purpose.
If wine is faulty or not as described, you can seek remedies such as repair, replacement or refund depending on the issue.
How this affects Naked Wines interactions
Naked Wines' own policies handle returns and refunds, but statutory rights remain available for defective or misdescribed products.
Because Naked Wines' NZ terms do not explicitly include a no‑reason 14‑day cooling‑off period, do not rely on an automatic full refund for change of mind.
Customer experiences
Positive feedback
- Many customers praise wine quality and the chance to support small producers.
- Some users value the satisfaction guarantee and easy credit for unsatisfactory bottles when the company honours it.
Common complaints
- Repeated reports of delivery problems: delays, missing orders and timing issues around key dates.
- Multiple users report difficulty cancelling, slow or unresponsive customer service, continued charges and long delays to resolve requests.
- Some customers report intrusive documentation requests (e.g. death certificate originals) in exceptional cases.
Documentation checklist
What to have ready
- Account email and username, full name, and telephone number.
- Order numbers and dates for any problematic shipments or refunds.
- Payment details (bank/credit card statements) showing charges you dispute.
If cancelling for special reasons
- For account closure after a death: keep correspondence and any probate or death documentation the company requests; be prepared for sensitive handling and delays.
- Keep all email threads, chat transcripts and screenshots of in‑account cancellation confirmations as evidence.
Common mistakes
Assuming automatic refunds or cooling‑off rights
Many customers expect a 14‑day no‑reason cooling‑off refund like EU/UK rules; Naked Wines' NZ terms do not guarantee this.
If you cancel for change of mind, you may not receive an automatic full cash refund - check the company's policy and request clarification in writing.
Poor record keeping and relying only on chat
Failing to keep confirmation emails, screenshots or call notes makes disputes harder to resolve when cancellations or refunds are delayed.
Always save evidence of cancellation attempts and any replies from the company; this reduces the chance of continued charges without proof.
Comparative recap
Side-by-side summary
| Aspect | Naked Wines (policy) | What to expect in practice |
|---|---|---|
| How to cancel | Cancel anytime via Angel Account, email or phone. | Cancellation options exist but some users report needing repeated contact and slow responses. |
| Refunds for faulty/damaged orders | Replacement supplied or full refund if replacement not dispatched within 7 days. | Generally honoured for clearly damaged/missing items, but processing times vary. |
| Unspent membership funds | Refunds possible; vouchers/promotional credits often non‑refundable per AU terms. | May be refunded in cash or product; clarify method before cancelling to avoid surprises. |
| Customer service reliability | Support by email/phone; advertised support channels available. | Mixed experiences: some quick resolutions, others report long delays and repeated follow‑ups. |
Quick takeaways
- Cancel online first and keep confirmation screenshots.
- If disputing charges, gather order numbers and bank statements before contacting support.
- Expect variable response times and be prepared to escalate with evidence if needed.
After cancelling
Next steps
Save your cancellation confirmation and monitor your payment method for any further charges for at least one billing cycle.
If you see unexpected charges, contact Naked Wines support immediately and attach your cancellation evidence.
Useful links
- Naked Wines - Terms & Conditions
- Shipping & Returns / general policy
- External cancellation guide and user reports
Address
Registered office
Rodney Easthope, 95 Churchill Drive, Taradale, Napier 4112, New Zealand.
This is the registered office address as listed and may be used for formal notices.
How to send a formal notice
- Send a signed cancellation letter or formal request to the registered office and keep proof of posting or courier tracking.
- Also email [email protected] and retain all correspondence for your records.
Similar cancellation services
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Written by Harper Davies
Regulatory watch · 4 years experience
Legal analyst tracking eIDAS, GDPR and electronic delivery regulations for 4 years to make sure every Postclic template is compliant and admissible in court.