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Returns
How do I return my order?

To book a return of your order

We offer a free return for every order within 30 days. Please register your climate compensated return at na-kd.com/returns or click the link in your shipping confirmation email and follow the steps below:

  1. Re-pack the item(s) in an appropriate bag or in the delivery bag.
  2. Once the return has been registered you will receive an email with your return label within 1-2 business days.
  3. Attach freight label on the bag, book a pick-up with DHL and hand over your package using the documents and instructions that we will provide you.
  4. Once your return has been processed, you will be notified via email.

Make sure to always save the receipt and return tracking number until your refund has been processed. 

I scheduled a return with DHL but they didn't show up

If DHL missed your appointment we truly apologize for the inconvenience. To re-schedule the pick-up, you need only call DHL Express and choose a new date. Make sure to provide them with your waybill number that you used for the original appointment. 

If you need any help with this or have any questions, don't hesitate to contact us. 

Can I return two orders together?

We follow a simple rule: only items from the same order can be returned together in one package. By following this, your return will be processed more easily and you will receive your refund in time.

We ask you not to put together items from different orders and we will appreciate it greatly if you return them separately.

I want to make another return

We provide one free return label for each order. You can use it to return your order within 30 days from receiving the package. 

If you forgot to return an item or simply changed your mind, we can create a new return label for you. However, for extra returns we charge a return label fee, which will be deducted from your refund. This is to cover shipping and environmental costs, so please avoid unnecessary returns if possible. 

To find out how much an additional label costs and to get an additional return label, please contact Customer Care

We cannot create a new label if your order exceeds our 30 day return policy.

For how long do I have the right to return my order?

If you are not 100% satisfied with your recent NA-KD purchase, you are more than welcome to return products that are in original condition for a full refund, within 30 days after you have received your order. Please note that we debit a small fee for returns received after more than 30 days.

Do I need to use the original packaging?

No, it is okay to return the order in any bag/box you have at home - as long as the correct return label is used. If you still have the original packaging, simply remove the protective strip and use the glued side to securely close the package.

Have you received my return?

Our return process usually takes up to 14 days from when you sent back your items.

As soon as your return has been handled you will be refunded through the original payment method you chose for your order. The transaction usually takes 2-5 working days and you will receive a confirmation by e-mail once the refund has been issued.

Can I exchange an item?

We do not offer exchanges as we cannot guarantee the availability of item(s) upon arrival of your return package. However, you are more than welcome to return the item you don't wish to keep for a full refund and then place a new order for the item that you want instead. 

If you bought an item with a discount code, you can re-order it in different size and we will re-apply the discount code for you. Just get in touch and provide us both your original item's order number and the new one and we will happily add the code for you!

Can I return sales items, swimwear, lingerie and jewellery?

You can return sales items as long as all the tags are still attached and the item is in its original condition.

Underwear, Swimwear and beauty products can only be returned in the original packing and with the hygiene sticker still attached. We do not accept returns on jewellery unless they are still in their original packaging. If you open the sealed plastic we can't accept them in return.

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