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FAQ

Updated: February 26, 2021

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!

Our NYC Bleecker Street store is open with new safety protocols, a limited capacity for walk-ins and curbside shopping!

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

Yes, you may contact them here.



Shipping & Delivery

NAADAM sends domestic orders with Fedex Smartpost or FedEx Ground and DHL for international orders. 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.

Due to extreme weather conditions across the US, shipments may experience delays up to 7-10 business days. International orders are also experiencing delays due to a high volume of imports and new Covid precautions. Customers who pay their duties before delivery may have to wait an additional 7-10 business days before they receive an update from the carrier on delivery. Please contact support@naadam.co if you have any questions or concerns about your 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.

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

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 support@naadam.co if you have concerns about your order.

If your order has been marked “Delivered” but you have not received the shipment, please contact our customer support team at support@naadam.co

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. We are always evaluating our international shipping policies in an effort to improve our international shipping experience



Returns & Exchanges

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.

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 support@naadam.co 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 support@naadam.co to process your return.

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.



Payments

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.

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.



Promotions

NAADAM announces all sales via email. Please sign up at the bottom of our website to receive notifications. Weekend Flash Sale will take place online and in stores from 2/26/21 10AM EST - 3/1/21 9:30 AM EST. Offer cannot be combined with other offers, promotions or already marked down merchandise. It has no cash value and cannot be applied to. Price adjustments will not be honored on sale merchandise, promotional purchases, exchanges or orders that have previously used a promotion code. All sales are final and not eligible to return for refund, exchange, or store credit.

Alpaca-Blend Space Dye Cardigan Alpaca-Blend Space Dye Crewneck Sweater, Cashmere Boatneck Sweater, Cashmere Cargo Jogger, Cashmere Comb, Cashmere Cropped Pant, Cashmere Hoodie, Cashmere Jogger, Cashmere Oversized Ribbed Hoodie, Cashmere Sweatpants, Cashmere Zip Hoodie, Cedar Rings, Cedar Sheet, Double Layer Beanie, Knit Throw, Luxe Cashmere Ribbed Zip Up Jacket, Striped Cashmere Oversized Hoodie, The Essential $75 Cashmere Sweater, The Essential $75 Cashmere Sweater Mens, The Essential $75 Cashmere Sweater Womens, The Essential $75 Cashmere V-Neck Sweater, Three-Quarter Sleeve Sweater, Wool Cashmere Ombre Crewneck Sweater, Wool Cashmere Tiger Stripe Crewneck Sweater, Wool Sweater Stone, Wool-Blend Drop Shoulder Cowl Neck Hoodie, Wool-Blend Oversized Fringe Scarf, Signature Cashmere Socks,Signature Ribbed Cashmere Scarf,Silk Sleep Mask,Cashmere Dress Socks,Signature Ribbed Cashmere Beanie,Cashmere Solid Scarf,Cashmere Twist Headband,Signature Cashmere Gloves,Recycled Cashmere Waffle Throw,Kilo Throw,Luxe Cable Knit Wool Blanket,Men's Long Sleeve Tee-Pajama Pant Set,Recycled Cashmere Jogger,Recycled Cashmere Crewneck Sweater,Recycled Cashmere Hoodie,Women's Cami-Shorts Pajama Set,Cashmere Cropped Turtleneck,Recycled Cashmere Jogger,Recycled Cashmere Waffle Robe,Cashmere Cardigan,Recycled Cashmere Crewneck Sweater,Silk Cashmere Leggings,Fleece Sweatpant,Cashmere Goat Fair Isle Crewneck Sweater,Cashmere Goat Fair Isle Cardigan,Cashmere Goat Fair Isle Jumpsuit,Cashmere Jumpsuit,Cashmere Ribbed Cropped Cardigan 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.

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.

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.

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.

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



Product Care & Fit

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!

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.

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 v for additional sizing guidance.

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.

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.



Contact

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.

Please reach out to naadam@jenniferbett.com 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 partnerships@naadam.co for more information about our pricing and to receive a quote.

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.