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FAQ

Updated: December 1, 2020

Due to the current wildfires in the western United States, you may experience 1-6+ days of delay in package delivery. See below for more details.


How long will it take to receive my order?

Given the current wildfires in the western United States, including Colorado and Utah, ground packages may receive 6+ business delays of delays. Packages to other locations in the United States may experience minor delays (1-2 business days).

Please reach out to support@naadam.co if your order is experiencing any additional delays.

 

Covid-19 Updates:

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?

Our NYC Bleecker Street Hudson Yards, and Chicago pop up stores are open with new safety protocols, a limited capacity for walk-ins and curbside shopping!

 

What safety measures are in place in 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 curbside@leapinc.co

 

Can I return or exchange an items?

Yes! Returns and exchanges on eligible products are being processed at this time, but due to added safety precautions at our warehouse, refunds may be delayed. Please expect your refund within 15 business days once received at our warehouse.

You may also return your eligible online items at any of our retail locations. All returned items will be steamed and undergo infrared light disinfection before being placed on the floor.

Please note, final sale products are not eligible for returns or exchanges.  If you have any issues accessing the returns portal and/or making any returns or exchanges please contact support@naadam.co. 



Can I contact my local store?

Yes, you may contact them here.

 

Can I still place an order online?

Yup! You can still place orders with us online and expect normal shipping and delivery times.

 

Is customer service available?

Glad you asked! Our customer service team is here to answer any questions you might have. Drop them a note at support@naadam.co.

 

How long will it take to receive my order?

Continental US orders: in-stock orders are processed within 5-7 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.

  

What shipping method do you use? 

NAADAM sends domestic orders with Fedex Smartpost or DHL for international. 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 within the continental U.S. All orders above $150 to Alaska, Hawaii and U.S. Territories qualify for free shipping.

 

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 $25 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.

 

What are your holiday shipping cutoff dates?

It’s almost that time of the year! We’ve added new shipping options for the holidays to make sure your super soft and sustainable gifts arrive on time.

Domestic Free Shipping:


Domestic 2-Day Shipping:
Domestic 2-day orders placed by 12/22/20 before noon EST will arrive by 12/24/20 and cost $25.

Domestic Overnight Shipping:
Domestic overnight orders placed by 12/23/20 before noon EST will arrive by 12/24/20 and cost $35.

International Shipping:
International orders placed by 12/11/20 will arrive on or around 12/24/20 and cost $25 (standard international shipping fee).

 

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 support@naadam.co.

 

How do I cancel or edit my order?

Once an order has been placed, we are unable to edit it before it ships. Please contact our customer support team at support@naadam.co 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 support@naadam.co.

 

What is your return and exchange 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, discounted merchandise (price as marked) or personalized/monogrammed merchandise 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 any of our three NAADAM stores 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 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.

 

Extended Holiday Return Policy:

Items purchased online and in stores between 11/23/20 and 12/31/20 can be returned until 1/31/21. Items purchased at our Chicago Pop Up location between 11/23/20 and 12/31/20 can be returned until 1/31/21. Returns can be made at our Chicago Pop Up location until 12/31/20, after that date please contact support@naadam.co to process your return.

Items must be returned with original tags attached. All Final Sale items including gift cards, gift with purchase, discounted merchandise (price as marked) or personalized merchandise cannot be returned or exchanged.

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.

 

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 one of our retail stores.

For returns with shipping addresses outside the continental U.S., please contact NAADAM's customer service team at support@naadam.co to arrange return shipping at your cost for qualifying merchandise. 

You may also return eligible items purchased online at our three NYC store locations. Learn about store information here.

 

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, Google Pay and Affirm. All store locations offer contactless payment and checkout with Apple Pay and compatible credit cards.

 

How does Affirm work?

Affirm allows you to pay for your order with monthly payments over 3, 6, or 12 months. Select “Affirm” in the payment method step of the checkout process. Once you have clicked “Complete Order” you will be redirected to Affirm to complete your purchase securely.

Please note that use of Affirm is subject to credit check and approval. Down payment may be required. For purchases under $100, limited payment options are available. Affirm loans are made by Cross River Bank, a New Jersey State Chartered Commercial Bank, Member FDIC.

If you choose to return a qualified Affirm purchase for a refund, you will be refunded the amount that you have paid less the $12.75 return fee. Once the refund has been issued, no additional charges will be made to your card by Affirm.

 

Are there any sales and promotions going on now?

Soft Stuff Tote Gift With Purchase: Spend $150+ and receive a Soft Stuff Tote Bag for free ($25 value) with code TOTE150. Customer must add one unit of the Soft Stuff Tote Bag to their cart valued at $150 or more and enter code TOTE150 in checkout to redeem this offer. Offer valid online and in stores through 12/31/20. Tote offer cannot be applied to previous purchases or applied to order retroactively. Must be added at time of purchase.

NAADAM’s Cyber Monday Sale will take place online only on NAADAM.co from Sunday, 11/29/20 7:30PM EST - Tuesday 12/1/20 at 3 PM EST. Prices as marked. No code required. Discounted (prices as marked) items are final sale. No returns, exchanges or price adjustments will be accepted.

NAADAM announces all sales via email. Please sign up at the bottom of our website to receive notifications. 

 

What items are excluded from sales on site?

The Essential $75 Cashmere Sweater Womens,The Essential $75 Cashmere Sweater Mens, The Essential $75 Cashmere V-Neck Sweater Mens, Alpaca-Blend Space Dye Cardigan, Alpaca-Blend Space Dye Crewneck Sweater, Cable Quarter Zip Pullover, Cashmere Comb, Cedar Ring, Cedar Sheet, Double Layer Beanie, Knit Throw, Luxe Cashmere Cropped Crewneck Sweater, Luxe Cashmere Ribbed Zip Up Jacket, Oversized Fringe Scarf, Wool Cashmere Cable Knit Quarter Zip Sweater, Wool Cashmere Cable Knit Turtleneck Tunic, Wool Cashmere Color Block Turtleneck Sweater Dress, Wool Cashmere Ombre Crewneck Sweater, Wool Cashmere Sweater Stone, Wool Cashmere Tiger Stripe Crewneck Sweater, and Wool-Blend Drop Shoulder Cowl Neck Hoodie and Gift Cards are excluded from all promotions and discounts unless otherwise stated.

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.

 

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 support@naadam.co. We can apply it to your qualifying order retroactively.

 

Do you offer price adjustments?

Cyber Monday Price Adjustments: Items purchased during the Cyber Monday sale are final sale. They are not eligible for returns, exchanges or price adjustments.


Black Friday Price Adjustments: Price adjustments will only be eligible on previous full priced purchases made within 24 hours of the start of the sale, which will begin on Monday 11/23/20 at 12 PM EST.


Excluding the Black Friday and Cyber Monday sales, items purchased at full price within 10 days of being marked down are eligible for a store credit refund for the difference in price. Price adjustments will not be given on sale merchandise, promotional purchases or exchanges.

 

Do you offer bulk discounts?

We're happy to help your company with NAADAM product for bulk orders. Please reach out to partnerships@naadam.co for more information about our pricing or to receive a quote.

 

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 support@naadam.co 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. 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 support@naadam.co.

 

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 support@naadam.co for additional sizing guidance.

  

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?

Pilling naturally occurs on cashmere and cashmere blended products. For 100% cashmere products, you can easily fix pilling with our cashmere comb. For wool cashmere products, you can de-pill with our wool sweater stone.

Follow the step-by-step directions on the product pages to use correctly.

 

How do I get in touch for PR questions?

Please reach out to naadam@jenniferbett.com to get in touch with our PR team.

 

How do I contact customer service?

You’re looking for answers. We've got them! Please contact our customer service team at support@naadam.co. 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 apply for a job at NAADAM?

Thanks for your interest in working at NAADAM! Please reach out to careers@naadam.co with your resume and cover letter 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.