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Shipping & Returns Policy

Updated: October 12, 2020

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 and Hudson Yards locations 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 still place an order online?

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

 

Can I return or exchange an item right now?

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.

 

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.

 

Tracking Your Order

NAADAM sends orders with either FedEx Smartpost (domestic) or DHL (international). All packages are insured, and as soon as your order ships, we will send you a shipping confirmation email with the tracking number. If you need assistance, please email support@naadam.co with your order number.

 

Delivery Time

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 Monday.

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.

 

Shipping Rates

Continental US Orders: Free Domestic Shipping. 

All orders above $150 to Alaska, Hawaii and U.S. Territories qualify for free shipping.

Domestic 2-Day Shipping: Domestic 2-day orders cost $25.

Domestic Overnight Shipping: Domestic overnight orders cost $35.

Orders Outside of the Continental US: 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.

 

Holiday Shipping Cutoffs

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).

 

Shipping and Warranties

Invalid Shipping Address: We are unable to ship domestically and/or internationally to P.O./APO/FPO boxes.

Risk of Loss: All products purchased from the website are transported and delivered to you by an independent carrier not affiliated with, or controlled by, NAADAM. Title to the products purchased on the website, as well as the risk of loss for such products, passes to you when NAADAM delivers these items to the carrier.

 

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.

 

How To Return or Exchange

For qualifying orders, please go to our returns and exchanges portal to submit your return request or visit one of our retail stores.

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

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.

 

Refunds

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.

 

Customer Service

If you have any additional questions regarding our shipping and returns policy please do not hesitate to contact our customer service team. 

Email: support@naadam.co

Customer Service Hours:                                                                         

Monday - Friday: 9 AM - 8 PM EST

Saturday - Sunday: 12 PM - 5 PM EST