FAQ

• For eligible orders, visit our Return Portal to submit your request. If your shipping address is outside the continental U.S., please contact NAADAM's Customer Service team at support@naadam.co to arrange return shipping at your expense for qualifying merchandise.

• Items marked "Exchange Only" can only be exchanged for the same product in a different available size or color of equal value.

• We accept returns and exchanges for unworn, unwashed, undamaged, and incorrect items within 14 days of delivery. Items must have NAADAM tags attached. We reserve the right to refuse any items that do not meet these criteria.

•  Returns: A $12.75 return fee will be deducted from your refund. However, returns due to damaged or incorrect items are exempt from this fee.

• Exchanges & Store Credit: No return fee applies.

To start a return, visit our Return Portal.

Final Sale

• The following items cannot be returned or exchanged: items marked as final sale, gift cards, gift-with-purchase items, personalized or monogrammed items.

• Final sale items mailed back to us will not be accepted or returned.

• Customers are responsible for return shipping and will be charged a $12.75 return fee. If an order is returned due to refusal to pay duties/taxes, a $35 restocking fee will apply. The original outbound shipping fee and the associated duties/taxes are non-refundable. International orders are not eligible for exchange.

• If you receive a damaged or incorrect item, contact our Customer Service team at support@naadam.co within 14 days of delivery for assistance. Unfortunately, we cannot accept claims after this period.

• If you receive a damaged or incorrect item, contact our Customer Service team at support@naadam.co within 14 days of delivery for assistance. Unfortunately, we cannot accept claims after this period.

• You’ll receive an email confirmation once your refund is issued.

• If you requested an exchange, your replacement item will be sent once the return is processed.

• Refunds for purchases made with a gift card will be credited back to the gift card.

• Gift cards cannot be reversed to a credit card.

Return Review Notice: 

Certain returns, such as high value returns or those flagged for unusual activity, may require manual review by our Returns Department before a refund is issued.

• Please allow up to 5 business days from the return’s delivery for processing.

• Please note: If a return is marked as delivered but not physically received at our warehouse, we reserve the right to delay or deny the refund pending investigation.

• When exchanging an item, the Shop Now option allows you to use your refund amount to shop the site for something else and receive a 10% credit toward your new order, based on the total value of the merchandise being returned, before tax. If you are purchasing something at a higher value than the original item, an upsell value will be charged. Please note that if doing an even exchange on an item that was purchased on sale, the Shop Now credit only allows you to purchase at the current price rather than the discounted price. You also forfeit any discounts used on your original purchase. By using this feature, you will not be charged a return fee.

• Instant Exchange allows you to receive your new item right away without waiting for your return to be processed. When you select this option, we place a temporary hold of $1 on your payment method, which is released once we receive your original item. If your return is not received at our warehouse within 14 days, you will be charged the full amount of the exchange order. This ensures a faster, smoother exchange process so you can get the perfect fit or style without the wait.

• We accept all major credit cards and offer additional payment options at checkout, including PayPal, Shop Pay, Apple Pay, and Klarna.

• Klarna allows you to split your purchase into four equal payments. The first payment is due when your order ships, and the remaining three are automatically charged to your debit or credit card every two weeks. There are no interest or fees when payments are made on time.

What do I need to be able to use Klarna?

• A U.S.-issued debit or credit card, A U.S. billing address, a phone number that can receive texts, Be 18 years or older, An order total between $10 and $1,000 (gift cards cannot be purchased with Klarna)

Klarna is available only on naadam.co and not in NAADAM stores.

What if I’m declined for Klarna?

• You can complete your purchase using another payment method.

How are Klarna payments adjusted if my order total changes?

• Payments will be updated accordingly if your order total changes.

Will I be charged if I cancel my order?

• No, you will not be charged. Contact us at support@naadam.co if you need assistance.

How long does it take to reverse a pending authorization?

• Most authorizations are reversed within 24 hours, but timing depends on your financial institution.

What if I can’t make a Klarna payment?

• Contact Klarna’s support team via their app or klarna.com.

Are there late fees?

• Yes, Klarna may charge a late fee of up to $7 if a payment is missed. See Klarna’s terms for full details.

What happens if I return an item purchased with Klarna?

• Your refund will be processed back to your original form of payment according to our return policy.

For additional information on Klarna, please visit klarna.com

• Once an order is placed, we cannot guarantee changes or cancellations. Contact us at support@naadam.co for assistance.

• If you forgot to apply a discount code to a qualifying order, please contact our customer support team as soon as possible at support@naadam.co.

• NAADAM offers e-gift cards only. To redeem, enter the provided code at checkout. Gift cards are valid online and in NAADAM stores. If you lose your gift card, please contact support@naadam.co for assistance.

• Sale items marked as final sale cannot be returned, exchanged, or adjusted

• Promotions cannot be combined with other discounts or applied to already marked-down merchandise.

• Price adjustments on full-priced items are honored within 10 days of a sale start date.

• Some exclusions apply. See full details at checkout.

• *Items excluded from the promotions include: Cashmere Comb, Cedar Ring, Cedar Sheet, Kilo Throw, Nori Trim, Wool Cashmere Sweater Stone, Off-Duty Cashmere Hoodie, Off-Duty Cashmere Jogger, The Original Cashmere Sweater, The Original Cashmere V-Neck Sweater, some Luxe Cashmere styles. All products purchased on final sale are not eligible for price adjustments, returns for refunds, exchange or store credit.

• Yes, if an item is marked down within 10 days of purchase, you may receive a refund to your original payment for the difference. Price adjustments are not available for sale merchandise, promotional purchases, or exchanges. Price adjustments apply to full priced orders only.

• Domestic ground orders ship via DHL. Expedited domestic orders ship via FedEx and cannot be delivered to P.O. boxes. International orders are sent via Global-e.

• Orders over $175 qualify for free shipping within the continental U.S.

• Continental U.S.: Orders ship within 3-7 business days. Expedited orders placed before 12:00 PM EST ship the same day.

• International: Orders ship within 10-15 business days and may experience customs delays.

• You’ll receive a shipping confirmation email with tracking details once your order ships. If you have any issues, contact support@naadam.co.

• Yes! Shipping to Canada and Mexico is $43.99 USD, all other countries $53.99 and duties/taxes are prepaid at checkout. Refused shipments will incur a $12.75 return fee and a $35 restocking fee.

• If your package is marked delivered but missing, contact support@naadam.co for assistance.

• Shipped Shield provides protection against damage, loss, or theft. If you experience an issue, report it via our NAADAM Shield Center, and a replacement or refund will be issued upon approval.

• For full policy details, view the Shipped Shield Package Assurance.

• We offer monogramming on The Original Crewneck Sweater (men’s and women’s) for an additional fee. Personalization is limited to four letters. Please allow up to 10 extra days for processing. During high volume periods, processing times may exceed 10 days. All monogrammed items are final sale.

• Sign up for restock notifications on the product page by selecting your size and color, then clicking “Notify Me.” This does not guarantee availability.

• Yes! Each product page includes a sizing guide to help you find the best fit. Feel free to contact our customer support team at support@naadam.co for additional sizing guidance.

• Each product page on our website includes specific care instructions. Simply scroll down to the “Care Instructions” section to view details. To store and maintain your NAADAM products, please see our care accessories.

Pilling is a natural occurrence with cashmere and cashmere blends. To keep your sweater looking its best:

• 100% Cashmere: Use our Cashmere Comb to gently remove pills.

Visit the product page for step-by-step guidance.

NAADAM announces all sales via email. Please sign up to join our email mailing list to be notified of any upcoming sales and promotions. We reserve the right to discontinue or modify the sale at any time, without notice, and without obligation to extend. Please visit our Offer Details page for specific promotion details and exclusions.

• Our team is happy to assist! Email support@naadam.co, and a Customer Care Agent will respond within 24-48 hours (Monday - Friday). Please note that we do not offer phone support at this time. During our holiday season, response times may be longer.

• Please reach out to press@naadam.co to get in touch with our PR team.

• We're happy to help your company with NAADAM product for bulk orders. Please reach out to support@naadam.co for more information.

To learn more about our story, please visit our About Us page.