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FAQs

Updated: January 22, 2020

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 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 does you use? 

NAADAM sends orders with either UPS or 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 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.

 

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. 

All 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. 

Final Sale Merchandise: All items noted as final sale, including gift cards, discounted merchandise (price as marked) or personalized/monogrammed merchandise cannot be returned or exchanged. 

Orders not noted as final sale placed between November 26, 2019 and December 31, 2019 that meet our return standards may be returned until January 31, 2020.

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 must be returned to the store where it was purchased. 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. Online orders cannot be returned to NAADAM 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. 

 

How do I return or exchange an item?

For qualifying orders, please go to our returns and exchanges portal to submit your return request.

Your order number is the 5-digit number on your order confirmation email and 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.The return fee of USD $12.75 will be deducted from the amount of your refund.

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. 

NAADAM offers exchanges at no cost for up to two exchange orders. If you exchange the item from your second exchange order for another item and after receiving it choose to exchange it again a third time, you will be charged a $12.75 return fee for the return of the third shipment and any subsequent exchanges.

 

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 is the bonus credit and how do I use it?

You will receive a bonus credit if you choose to shop immediately with your return value in our returns and exchanges portal. The value of the bonus credit will be indicated in the portal. You must use this credit at the time it is offered; it cannot be saved for a later date. If you place an order with your return value and bonus credit, you must return the items you no longer want before your new order will be processed and sent to you.The bonus credit is not applicable if you choose to return your order for a refund. 

 

What payment options are accepted?

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

 

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 going on now?

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, The Essential $75 Cashmere V-Neck Sweater, The Luxe Unisex Cashmere Sweater, Signature Ribbed Cashmere Beanie, Black Cashmere Boatneck Sweater, Black Cashmere Scoop Sweater, Black Cashmere Ribbed Sweater, Chunky Cropped V-Neck Cardigan, Long Cardigan Robe, Knit Throw, Kilo Cashmere Blanket, Cashmere Comb, Wool Sweater Stone, Cedar Rings, Cedar Sheet and Soft Stuff Tote are excluded from all promotions and discounts unless otherwise stated.

Discounted (price as marked) merchandise is not eligible for purchase with promotion codes unless otherwise noted on site. 

 

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?

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. 

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?

Please contact our customer service team at support@naadam.co, and we'll get back to you as soon as we're able. See below for our customer service hours:

Monday - Friday: 9 AM - 8 PM EST

Saturday - Sunday: 12 PM - 5 PM EST

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.