Updated: October 6th, 2023
We love our herd and promise not only to remain accessible and transparent during this time but also act thoughtfully and responsibly. Stay safe and stay healthy!
Are your retail stores open?
Yes! Our stores are open with new safety protocols, a limited capacity for walk-ins and curbside shopping!
What safety measures are in place for your stores?
Our team will have pre-shift wellness checks and wear personal protective equipment. All stores will have ongoing surface and clothing sanitation cleanings, including deep cleanings of high touch and traffic areas and sanitizing clothing and fitting rooms after each try on. All garments will be steamed and undergo infrared light disinfection before being placed on the floor post try on. Hand sanitizer, masks, gloves, contactless payment options and online returns will now be offered in all stores. If you choose not to wear a mask, we respectfully ask you to postpone your visit. We are requiring all customers to wear a mask in the stores. If you choose not to wear a mask, we respectfully ask you to postpone your visit or visit us online at naadam.co. For curbside pick-ups, email firstname.lastname@example.org
Can I contact my local store?
Yes, you may contact them here.
Shipping & Delivery
What shipping method do you use?
NAADAM sends domestic and international orders with DHL. All packages are insured, and as soon as your order ships, we will send you a shipping confirmation email with your tracking number. We offer free shipping on all orders over $175 within the continental U.S. All orders above $175 to Alaska, Hawaii and U.S. Territories qualify for free shipping.
How long will it take to receive my order?
Shipping carriers are experiencing a much higher volume of packages than normal this year and it is resulting in global shipping delays. Although our team is hard at work packing orders to ship out in time, due to the high volume of orders, we do expect orders to be delayed in transit after we hand them off to FedEx. Unfortunately, any delays in transit that occur once your package is with the carrier is out of our control. As much as we wish we could speed up transit times, FedEx just doesn't seem to care what we think. We know how important holiday gifting is to loved ones and we encourage you to do your shopping a little earlier this year and give the carriers some extra time to complete delivery.
Continental US orders: in-stock orders are processed within 3-7 business days. Please note that we only ship and deliver on business days and that only expedited orders placed before 12:00 pm EST on a business day will ship that same day. For example, an order placed with Domestic 2- Day shipping on Thursday at 1:00 pm EST will ship out the next day, Friday, and arrive the following Tuesday. Orders outside the US: in-stock orders are processed within 10-15 business days and may be subject to additional transit time and customs clearance delays. Invalid Shipping Address: We are unable to ship domestically and / or internationally to P.O./APO/FPO boxes.
Please see our Shipping and Returns page for more information on shipping methods, delivery times, and shipping costs.
How can I track my order?
When your order ships, you will receive a shipping confirmation email with a link to track the status of the shipment. If you are having an issue with the tracking for your order, please contact our customer support team at email@example.com
Please note that items may ship from multiple locations therefore, your order might arrive in multiple packages delivering at different dates and times. We will provide tracking information for each shipment so you can follow along with the deliveries.
Can I cancel or edit my order?
Once an order has been placed, we are unable to edit it before it ships or guarantee cancellations. Please contact our customer support team at firstname.lastname@example.org if you have concerns about your order.
My order was marked as "Delivered" but I have not received it. What do I do?
If your order has been marked “Delivered” but you have not received the shipment, please contact our customer support team at email@example.com
Do you ship internationally? How much does it cost?
Yes, NAADAM ships internationally! Orders outside of the continental U.S. will be subject to a USD $45 Flat Rate. International orders are shipped DDU “Delivered Duties Unpaid”, and international customers will be responsible for the payment of any additional associated duties and taxes. Orders returned due to a customer's refusal to pay any associated duties and taxes will be subject to a return fee of $12.75 and a restocking fee of $35. We are always evaluating our international shipping policies in an effort to improve our international shipping experience.
Sales & Returns
What is your return and exchange policy?
Holiday Return Policy
Orders placed after 11/8/2023 will be eligible for return until 1/4/24 at 11:59pm PST unless this was purchased as final sale during a final sale promotion or exchange only during an exchange only sale promotion. All other orders will be eligible for return under our standard 30 day return policy.
NAADAM accepts returns and exchanges of unworn, unwashed, damaged or incorrect items within 30 days of the original delivery date. Items must be returned with NAADAM tags attached. To make a return, please visit our return portal or any of our retail locations. All online returns are subject to a return fee of USD $12.75. The return fee will be deducted from the amount of your refund. Returns due to damaged or incorrect items are excluded from the return fee. Returns made for store credit or exchange do not incur the $12.75 return fee. Final Sale Merchandise: All items noted as final sale, including gift cards, gift with purchase or discounted merchandise (price as marked) cannot be returned or exchanged. Damaged or Incorrect Items: Please contact customer service within 30 days of delivery for assistance. Damaged or incorrect items will not be accepted after 30 days of original delivery date. Please note, you are responsible for the product until it reaches us. In-Store Purchases: In-store purchases that meet our return eligibility can be returned to our NAADAM store within 30 days from date of purchase. Email validation and valid identification is required for non-receipt returns and includes: driver's license, state ID card, passport, or military/government ID. The first name and last name on your form of identification must match the first name and last name on your order. If we cannot validate the first name, last name, or email associated with a non-receipt return, we will not be able to accept the return or issue store credit. Third Party Retailers: Items purchased from third party retailers or specialty stores must be returned to the store in which it was purchased. Unfortunately, we do not accept returns or exchanges from our third party partners online or in our stores. Notice to Customers with Shipping Addresses Outside the United States: International customers are responsible for arranging your return shipment and will be charged an additional return fee of USD $12.75. Orders returned due to a customer's refusal to pay any associated duties and taxes will be subject to an additional restocking fee of $35. The outbound international shipping fee of $25 is not refundable. All fees will be deducted from the amount of your refund. International orders are not eligible for exchange.
Monogramming is available only on The Original Crewneck Sweater (men's and women's) for an additional cost and is limited to 3 letters, or one of the pre-set phrases. Pre-set phrases are limited edition and are subject to change at any time and availability is not guaranteed. Any monogramming or personalization will add up to 4 days of processing time to an order. All sales of monogrammed or personalized products are final - no refunds, exchanges, or returns.
How do I return or exchange an item?
For qualifying orders, please go to our returns and exchanges portal to submit your return request or visit our retail store. For returns with shipping addresses outside the continental U.S., please contact NAADAM's customer service team at firstname.lastname@example.org to arrange return shipping at your cost for qualifying merchandise. You may also return eligible items purchased online at our NYC store. Learn about store information here. Items purchased at our Hudson Yards location that are still within our 30 day return window, can be shipped back for return. Please contact email@example.com to process your return. Items noted as "Exchange Only" are only eligible on the same product for available alternative size or colorway at equal value.
We partnered with Happy Returns by PayPal to offer box-free, printer-free, and sustainable returns and exchanges. Start your return online, select the items you wish to return and tell us why. Then, locate a Return Bar near you and use the QR code emailed by Happy Returns to complete your return drop-off in less than a minute. To Return:
Qualifying orders are eligible for return within 30 days of purchase. Merchandise must be unworn, unwashed and have tags attached.For qualifying orders, please go to our returns and exchanges portal to submit your return request. Enter your order number and zip code to access the items in your order. Select the items you'd like to return by selecting the reasons they didn't work out. Select your preferred refund method. Choose the option to "Drop items at Happy Returns" and complete the return. Item(s) do not need to be in packaging in order to return. Happy Returns will email you a QR code and an express code to provide at your local Happy Returns Bar. These codes are required in order to return with Happy Returns, so remember to bring the code with you.
When will I receive my refund or exchange?
Refunds will be processed once your return has been received at our warehouse, it can take up to three weeks for your return to be processed. If you are returning for a refund, you will receive an email confirmation once your refund has been issued. If you are returning for an exchange, we will send the requested item out to you. If you return a purchase made with a gift card, your refund will return to your gift card.
What payment options are accepted?
We accept all major credit cards and also provide several additional payment options at checkout including: PayPal, AmazonPay, and Google Pay, and Klarna. All store locations offer contactless payment and checkout with Apple Pay and compatible credit cards.
I paid with American Express and the transaction looks weird on my credit card statement. Why?
For reasons unknown to us, transactions made through American Express show up as SCANLAN RIJSEMUS (our co-founders’ last names). We’ve asked American Express to change this but…they won’t. We agree it looks weird, but rest assured your payment has been properly processed to NAADAM.
What is Klarna?
Shop now, pay later with Klarna.
How does Klarna work? Klarna is an alternate payment method that allows you to split your purchase into 4 interest-free payments.
To use Klarna to pay for your purchase, add items to your cart and choose Klarna at checkout. Your purchase will be split into 4 equal payments. The first payment is due when your order is shipped and the remaining three payments will be automatically charged to your debit or credit card every two weeks. There is no interest or added fees when you pay on time.
How do I sign up? If your purchase is eligible for 4 interest-free payments with Klarna on naadam.co, the option will be presented at checkout. After confirming your phone number, you’ll be sent a text message where you will be asked to confirm your identity. You’ll then set up your payment method with Klarna and accept the terms of your payment plan.
What are the requirements for using Klarna?
A US-issued debit or credit card
You’re 18 years of age or older
A US billing address
A phone number that receives text messages
The items in your shopping bag must total between $10 and $1,000 to be eligible. Gift cards cannot be purchased with Klarna.
Which payment methods are accepted? Klarna currently accepts all major debit and credit cards including Visa, AMEX, Mastercard, and Discover.
Where can I use Klarna? You can use Klarna on naadam.co. Klarna is not available at the NAADAM store. What if I get declined from using Klarna? You can use an alternate payment method to complete your purchase. To use Klarna for future orders, please reach out to Klarna’s customer service team to discuss your options. You can contact them in the Klarna app or at klarna.com.
Will this affect my credit score? No. When you sign up for Klarna, they may perform a soft credit check. This will not impact your credit score or show up as a hard inquiry on your credit report.
If my order total changes, how will that affect the 4 payments? If your order total changes for any reason, the payments will be adjusted accordingly.
If the order is cancelled, will I still be charged? No, you will not be charged. Please reach out to our customer support team at firstname.lastname@example.org.
How long does it take to reverse a pending authorization? Most authorizations are reversed within 24 hours, however this is ultimately up to your financial institution.
What if I can’t make a payment? Please reach out to Klarna’s customer support team and they’ll be happy to discuss your options. You can contact them 24/7 in the Klarna app or at klarna.com.
Are there late fees? A late fee of up to $7 may be charged if an automatic payment cannot be collected. Please see terms for full details.
What if I make a return? If your return falls within our return policy, your item will be refunded to your original form of payment.
*CA resident loans made or arranged pursuant to a California Financing Law license. Monthly financing through Klarna issued by WebBank, member FDIC.
Have more questions? Visit klarna.com or download the Klarna app to chat with their customer support team. See Klarna's complete terms here.
Are there any sales and promotions going on now?
NAADAM announces all sales via email. Please sign up at the bottom of our website to join our email mailing list to be notified of any upcoming sales and promotions.
The NAADAM Holiday Outfits sale is valid on NAADAM.co from 12/6/23 through 12/15/23 with 50% off select styles with code RSVP. Exclusions apply. All sales are final, no returns, exchanges, or store credit. Sale items cannot be combined with other offers, promotions or promo codes. It has no cash value and cannot be applied to previous purchases or gift cards. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date. Items already purchased on sale or with a promo code cannot be further discounted.
The Naadam Accessories Bundle is valid on NAADAM.co from 12/5/23 through 12/15/23. Purchase 3 or more accessories, including stockings, for 60% off with code BUNDLEUP. The promo only applies to select full priced items. Exclusions do apply. The promotion has no cash value and cannot be applied on previous purchases. All sales are final. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date. Items already purchased on sale or with a promo code cannot be further discounted.
The Airspun Flash Sale is valid on NAADAM.co and in NAADAM stores from 12/4/23 through 12/15/23. Purchase any Airspun Sweater and receive one Airspun Sweater free with code AIRSPUN. The promo only applies to select full priced items. Exclusions do apply. The promotion has no cash value and cannot be applied on previous purchases. All sales are final. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date. Items already purchased on sale or with a promo code cannot be further discounted.
The Naadam SMS Promo is valid on NAADAM.co only and in NAADAM Stores from 12/3/23 through 12/18/23. Sign up for SMS to shop 40% off select styles. Standard exclusions apply. The promotion has no cash value and cannot be applied on previous purchases. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date. Items already purchased on sale or with a promo code cannot be further discounted.
The NAADAM Tee Shirt Bundle promo is valid on Naadam.co only. Purchase 3 tees for 20 off, 5 tees for 35% off and 10 tees for 50% off. Exclusions apply. It has no cash value and cannot be applied to previous purchases or gift cards. Returns and Exchanges allowed but will not be refunded at the discounted price. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date.
NAADAM Permanent Sale is on NAADAM.co and in NAADAM stores from 9/21/23 with up to 50% off select styles. No discount code required, prices are marked. Exclusions apply. All sales are final, no returns, exchanges, or store credit. Sale items cannot be combined with other offers, promotions or promo codes. It has no cash value and cannot be applied to previous purchases or gift cards. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date. Items already purchased on sale or with a promo code cannot be further discounted.
What items are excluded from sales on site?
Sale items that are price as marked, no promo code, cannot be combined with other offers, promotions or already marked down merchandise. All products purchased on final sale are not eligible for price adjustments, returns for refunds, exchange or store credit. It has no cash value and cannot be applied to previous purchases or gift cards. Exclusions apply. Price adjustments will only be honored on full priced purchases made within 10 days of the start of the sale. Price adjustments will not be honored on sale merchandise, exchanges, or orders that have previously used a promo code.
*Items excluded from the promotional codes include: Cashmere Comb, Cedar Ring, Cedar Sheet, Kilo Throw, Nori Trim, The Original Cashmere Sweater, The Original Cashmere V-Neck Sweater, Wool Cashmere Sweater Stone. All products purchased on final sale are not eligible for price adjustments, returns for refunds, exchange or store credit.
All products purchased on final sale are not eligible for price adjustments, returns for refunds, exchange or store credit. Final sale or price as marked items cannot be combined with other offers, promotions or already marked down merchandise. It has no cash value and cannot be applied to previous purchases or gift cards. Exclusions apply. The sale has no cash value and cannot be applied to previous purchases or to gift cards. All sale items are final sale and cannot be returned for refund, store credit, or exchange. Price adjustments will only be honored on full priced purchases made within 5 days of the start of the sale. Price adjustments will not be honored on sale merchandise, exchanges, or orders that have previously used a promo code.
I forgot to apply the first purchase discount code on my order. What do I do?
If you forgot to apply our first purchase discount code to a qualifying order, please contact our customer support team as soon as possible at email@example.com We can apply it to your qualifying order retroactively.
Do you offer price adjustments?
Items purchased at full price within 10 days of being marked down are eligible for a store credit refund for the price difference. Price adjustments will not be given on sale merchandise, promotional purchases, or exchanges. Items noted as "Exchange Only" are only eligible on the same product for available alternative size or colorway at equal value.
How do I use my gift card?
As a company focused on sustainability, we do not offer physical gift cards. Our e-gift card is only valid on the NAADAM website. To redeem, enter the code provided in your gift card confirmation email into the discount field at checkout. Our e-gift card is Gift cards are redeemable online and at any of our NYC NAADAM store locations. If you return a purchase made with a gift card, your refund will return to your gift card. If you misplace your original gift card or need help, please contact firstname.lastname@example.org to have the gift card resent to your email address.
Do you offer gift wrapping or gift receipts?
We do not offer gift wrapping or gift receipts at this time. Please note, the price of the item will not show on the receipt included in the package but it will be on the hangtag of the item. You may return or exchange a gifted item through our returns and exchanges portal by clicking on 'Start Here' under "Returning or exchanging a gift?" You will need to enter the order number and shipping zip code to self-process or contact email@example.com
Product Care & Fit
Where do you produce your products?
We take great pride in the suppliers and manufacturers at each step of our production process. We source our cashmere in Mongolia, our silk in India, and our milling and manufacturing is completed by our partners in China who work in a clean energy facility. To learn more about our process please visit our About Us page!
The product I want is currently out of stock. What do I do?
You may sign up for notifications regarding item availability. You can do so by going to the product page on www.naadam.co and selecting the size and color you would like, then clicking the “Notify Me” button below the size options. You will be asked to enter your email address. If the item comes back in stock you will receive an automatic email notification.
How will your products fit me?
For each product on our website, we offer a size guide and descriptive sizing details. Please refer to the size guide link and size details section on the specific product page for more information. Feel free to contact our customer support team at firstname.lastname@example.org for additional sizing guidance.
What payment options are accepted?
We accept all major credit cards and also provide several additional payment options at checkout including: PayPal, AmazonPay, and Google Pay.. All store locations offer contactless payment and checkout with Apple Pay and compatible credit cards.
Should I wash my NAADAM products?
For each product listed on our website, we have provided specific care instructions. Please visit the specific product page on our website, scroll down the page to “Care Instructions”, and click the “+” sign to see the instructions. To store and maintain your NAADAM products, please see our care accessories.
My sweater is pilling. What do I do?
How do I contact customer service?
You’re looking for answers. We've got them! Please contact our customer service team at email@example.com One of our Customer Care Agents will email you back within 24-48 hours, Monday - Friday. Note: We do not offer phone support at this time.
How do I get in touch for PR questions?
Please reach out to firstname.lastname@example.org to get in touch with our PR team.
How do I get in touch about a corporate gifting or bulk order?
We're happy to help your company with NAADAM product for bulk orders. Please reach out to email@example.com for more information about our pricing and to receive a quote.
How do I apply for a job at NAADAM?
Thanks for your interest in working at NAADAM! Please visit our Careers Page to learn more about our current opportunities. Due to the high volume of inquiries we receive, we will not be able to respond to every submission. If we think you'd be a great new addition to our herd, someone from our HR team will reach out to you directly.