FAQs

Updated: July 1, 2019  

How long will it take to receive my order?

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

Orders outside the US*: in-stock orders are processed within 10-15 business days

(*Orders outside of the US my 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 does Naadam use? How much does it cost?

Naadam.co sends orders with either FedEx/DHL/UPS. All packages are insured and have a tracking number so the package can be traced.

We offer free shipping on all orders within the continental U.S. All orders above $150 to Alaska/Hawaii/U.S. Territories qualify for free shipping.

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. Naadam has no control over these charges and cannot predict what the cost would be, as customs policies and import duties vary widely from country to country. Please contact your local customs office for current charges.

 

Does Naadam ship internationally?

Naadam.co does ship 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. These fees will be deducted from the amount of your refund. Additionally, the outbound shipping fee of $25 is not refundable. 

 

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 as soon as possible at support@naadam.co and we will be happy to look into the issue for you.

 

How can I track my order?

When your order ships out you will receive a shipping confirmation email with a link to track the progress of the shipment. If you have any additional questions about the status of your order, you can feel free to contact us via email at support@naadam.co.

 

My tracking has stopped updating. What do I do?

If you are having an issue with the tracking for your order, please contact our customer support team at support@naadam.co and we will be happy to look into the issue for you.

 

What is your return and exchange policy?

Naadam Cashmere will gladly accept returns of unworn, unwashed, or defective merchandise returned within 30 days of original delivery date for a full refund under the policy terms described below.

Final Sale Merchandise: Gift cards, discounted merchandise (price as marked) and/or personalized/monogrammed merchandise is final sale and cannot be returned or exchanged. Price adjustments to final sale merchandise are not available if the merchandise has already shipped.

Damaged or Defective Merchandise: Please contact customer service to report any damage or defects immediately. Damaged or defective merchandise should be promptly shipped back to Naadam Inc for replacement. Defective merchandise will not be accepted after 30 days of original delivery date. Please note that you are responsible for the product until it reaches us. 

In Store Purchases:  In store purchases must be returned to the store it was purchased from. All other return guidelines apply. (See below for additional details)

Notice to Customers with Shipping Addresses Outside the United States: all returns will be subject to a return fee of $12.75 and return shipping will be arranged at your cost; all fees will be deducted from the amount of your refund. If an order is returned due to a customer's refusal to pay any associated duties and taxes, it will be subject to a return fee of $12.75 and a restocking fee of $35. These fees will be deducted from the amount of your refund. Additionally, the outbound shipping fee of $25 is not refundable in any case.

 

How do I return an item?

 

Returns (Continental U.S. Orders Only)

For qualifying orders within the continental U.S., you can process a return for your order through our online returns platform: Click here to process your return.

Please note that the order number you will need to enter to process your return is the 5-digit number on your order confirmation email, which is also listed as the “Web Number” on your packing slip.

If your item meets our return criteria you will be able to download and print a return shipping label via the above link. All orders are subject to a flat rate of USD $12.75 for return shipments. The return fee will be deducted from the amount of your refund.

  

Returns (Orders 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.

In the event that a package is returned to our warehouse due to unpaid duties and taxes, all associated return fees will be deducted from your refund.

In the event that a package is returned to our warehouse 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. These fees will be deducted from the amount of your refund. Additionally, the outbound shipping fee of $25 is not refundable. 

 

Returns of in store purchases

We offer exchange and refund by the original payment method of unworn, unwashed, or defective full-priced merchandise.  Discounted (price as marked) and/or personalized/monogrammed merchandise is final sale and 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.

If you have any additional questions regarding our shipping and returns policy please do not hesitate to contact us at support@naadam.co

 

Returns of items purchased with a promotion code

If you decide to return an order that has been purchased with a discount code applied, the amount refunded will be subject to the requirements for the discount code. This means that if the items returned bring the remaining order quantity or spend below the minimum purchase requirements of the discount code then the discounted amount will be deducted from your refund. For example, returning an item purchased as part of a minimum quantity promotion (e.g. buy X quantity to save Y% on your order) will nullify the discount on the entire order.  

 

Are sale items eligible for return?

Discounted (price as marked) merchandise is final sale and cannot be returned or exchanged.
 

How do I exchange an item?

Please contact Naadam's customer service team at support@naadam.co to arrange exchanges or store credit for qualifying merchandise.  We highly recommend placing an order for the pieces you want exchanged, not just for a faster turnaround but to ensure that the piece you want does not sell out. 

 

When will I be refunded or receive my exchange once I return an item?

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 and declined store credit, we will send the requested item out to you.  

 

My order is a gift. What gifting items do you offer?

If your order is a gift and you would like to add a note to it before it ships out, please contact our customer support team at support@naadam.co before placing the order to arrange for the note to be added. We do not offer gift wrapping at this time.

 

What payment options do you accept?

We accept all major credit cards and also provide several additional payment options at checkout including: PayPal, AmazonPay and QuadPay.

 

How does QuadPay work?

QuadPay allows you to pay for your order in four interest-free payment installments, every two weeks. Simply select “QuadPay” in the payment method step of the checkout process and once you have clicked “Complete Order” you will be redirected to QuadPay to complete your purchase securely.

If you choose to return a qualified QuadPay 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 QuadPay.

 

I received the incorrect or damaged item. What do I do?

If you received an incorrect or damaged item, we are so sorry about that! Please contact our customer support team at support@naadam.co and we will be happy to resolve the issue for you right away.

 

I received an incomplete order. What do I do?

If you received an incomplete order, we truly apologize! Please contact our customer support team at support@naadam.co and we will be happy to resolve the issue for you right away.

 

How do I cancel or edit my order?

Once an order has been placed, it is unlikely that we will be able to cancel or edit it before it ships. Please contact our customer support team at support@naadam.co and we will do our best to meet your request.

 

My sweater is pilling. What do I do?

Pilling naturally occurs on cashmere and cashmere blended products. However, it can be easily fixed with a cashmere comb (available for purchase on at Naadam.co: here). Lay garment flat, with a continuous smooth motion move the comb in one direction. Remove all the fuzz, pills and bobbles. Make sure to do it by sections with gentle and moderate strokes for best results. Chunkier knits can be de-pilled with minimum brushing. Lighter knits may need a few more touches. Learn more at our Facts About Cashmere page.

 

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.

 

Where does Naadam produce its 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!

 

How will Naadam’s 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.

 

The product I want is currently out of stock. What do I do?

If the item that you would like to purchase is currently out of stock, you may pre-order the item by selecting the size and color you would like on our website, click the “Preorder” button and complete the normal checkout process. As soon as the item you preordered is back in stock it will automatically ship to the address you provided at checkout. Estimated shipping dates are indicated on the product pages for your convenience.

If preorder is not available for the item you are interested in simply select the size and color you would like on our website, click the “Notify Me” button below the size options, and enter your email address to be notified as soon as we restock.

 

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 and we can apply it to your order retroactively.

 

Does Naadam have any sales going on right now?

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

 

What items are excluded from promotion codes on site?

The Essential $75 Cashmere Sweater, The Essential $75 Cashmere V-Neck Sweater, the Cashmere Comb, the Saturday Shirt, the Saturday Shorts and the Saturday T-Shirt Dress are excluded from all promotions and discounts. Discounted (price as marked) merchandise is not eligible for purchase with promotion codes unless otherwise noted on site. 

 

Does Naadam have a customer service phone number?

Not at this time, but contact us with any issues at support@naadam.co and we'll get back to you as soon as we're able.