FAQs

Updated: December 12, 2018

 

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.

  

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.

  

Delivery During the Holidays

Due to the high volume of orders being processed by our warehouse, any orders placed after December 12, 2018 are not guaranteed delivery by December 24, 2018.

Orders with a delivery address Outside of the US*: For delivery by December 24, 2018 place order no later than 11:59 pm EST on Thursday, December 6, 2018.

(*Orders outside of the US may be subject to additional transit time and customs clearance delays.)  


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.

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.

 

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.

 

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 for a full refund under the policy terms described below.

Full Price Merchandise purchased between 12:01 am EST 11/1/2018 and 11:59 pm EST 12/10/2018 must be shipped back to Naadam Inc. within 60 days of original delivery date

Full Price Merchandise purchased on or after 12:01 am EST 12/11/2018 must be shipped back to Naadam Inc. within 30 days of original delivery date.

Final Sale Merchandise: Discounted* merchandise (price as marked) and/or personalized/monogrammed merchandise is final sale and cannot be returned or exchanged.

*Any discounted merchandise (price as marked) purchased on 11/23 (Black Friday), 11/26 (Cyber Monday) or during the sale period beginning on 12/13 and ending at 11:59 PM on 12/16 that is not personalized/monogrammed is eligible for return within 60 days of original delivery date.

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)

 

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. US domestic customers will be charged a flat rate of USD $12.75 for return shipments. The return shipping fee will be deducted from the amount of your refund.

Online purchases may be returned to a Naadam store but will be subject to a flat rate return fee of $12.75. The return shipping 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 for qualifying merchandise.

 

Returns of In Store Purchases

We offer exchange and refund by the original payment method of unworn, unwashed, or defective full-priced merchandise.  Discounted and/or personalized/monogrammed merchandise is final sale and cannot be returned or exchanged.

Full Price Merchandise purchased in store between 12:01 am EST November 1, 2018 and 11:59 pm EST December 10, 2018 must be returned within 60 days of original delivery date with a valid receipt of purchase or valid identification.

Full Price Merchandise purchased in store on or after 12:01 am EST December 11, 2018 must be returned within 30 days of original delivery date with a valid receipt of purchase or valid identification.

Valid identification is required for non-receipt returns and includes: driver's license, state ID card, passport, or military/government ID.

*Discounted merchandise without monogramming purchased between 12:01 AM EST 11/23/18 and 11:59 PM on 11/23/18 is eligible for returns and must be must be returned within 60 days of original delivery date with a valid receipt of purchase or valid identification 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

 

Are sale items eligible for return?

Discounted* merchandise is final sale and cannot be returned or exchanged.

*Discounted merchandise without monogramming purchased between 12:01 AM EST 11/23/18 and 11:59 PM on 11/23/18 is eligible for returns and must be shipped back to Naadam Inc. within 60 days of original delivery date.

 

How do I exchange an item?

Please contact Naadam's customer service team at support@naadam.co to arrange exchanges for qualifying merchandise. 

 

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, 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.