NA-KD Customer Service — Expert Operational Guide

Overview of NA-KD customer support channels

NA-KD operates primarily as a digital-first fashion retailer; their customer service infrastructure reflects that focus with a web-based help center, in-site live chat, email ticketing and active social media support. The official storefront and primary support hub is https://www.na-kd.com, which links to self‑service articles (order status, returns, sizing) and the live chat widget. For immediate, transactional needs (order lookups, tracking, cancellations) live chat is the fastest channel; for documented disputes or complex queries email/ticketing is preferable because it creates a traceable case ID.

Expectations for response times vary by channel: live chat typically yields near real‑time answers during staffed hours, while email/ticket responses commonly fall in the 24–72 hour window on weekdays. If you are contacting NA-KD from outside the EU, time zones and local holiday schedules can extend that timeline; plan for up to 5 business days for non-urgent email communications. Use social DMs (e.g., Instagram @na_kd) only to request a ticket or link to the help center — avoid sending personal payment data there.

Orders, shipping and tracking — what to check first

When an order is placed, NA-KD generates an order number and typically sends an order confirmation email within minutes. The most valuable first step if anything looks wrong is to confirm the order number, item SKUs (product codes printed on the product page), sizing selected and the shipping address shown on the confirmation email. If you need to change or cancel an order, act immediately: most e-commerce fulfilment workflows begin packing within 30–120 minutes; requests to cancel after that window will usually require a return instead of a true cancellation.

Tracking numbers are issued once the parcel leaves the warehouse and are visible in your order history on na-kd.com and in the shipment confirmation email. Typical carrier transit times vary by destination — within the EU expect 2–5 business days for standard shipping; outside the EU, allow 5–15 business days depending on customs. If tracking shows “delivered” but you don’t have the package, follow the carrier’s investigation process and open a support ticket with NA-KD with the carrier case reference for simultaneous escalation.

Returns, exchanges and refunds — precise process and timelines

Return windows for online fashion retailers generally align with consumer legislation: EU consumers have a 14-day right of withdrawal, though many retailers extend that window during promotions or at their discretion. NA-KD provides a returns portal accessible through your account where you create a return request, print a return label or arrange drop-off with a partnered carrier. Before shipping, ensure items are unworn, with original tags, packaging and hygiene stickers intact — failure to meet condition requirements can result in partial or refused refunds.

Practical refund timelines: after NA-KD’s returns warehouse registers your inbound parcel, refunds are typically processed to the original payment method. Expect an internal processing time of 3–10 business days at the warehouse plus an additional 1–7 business days for banks/card issuers to post the credit; total elapsed time is commonly 3–14 business days. Keep the return tracking number until you have the refund confirmation email; this tracking is the key evidence if a refund is delayed or missing.

Return shipping costs depend on region and promotion: some markets receive complimentary returns via prepaid labels, while in others the customer pays postage. Check the return shipping policy in the help center before creating a label — refunds do not cover third-party courier fees you pay outside the approved return process unless NA-KD explicitly authorizes it for a fault or error.

Damaged, incorrect or missing items — escalation and evidence

For damaged or incorrect deliveries, immediate documentation is critical. Take clear photos of the outer parcel, shipping label, the item and any defect from multiple angles; include an item close-up and a shot showing tags and SKU. Submit these files with your order number, purchase date and a short description via the NA-KD support form or ticket. Early submission (within 48 hours of delivery) significantly increases the speed of resolution.

If initial support does not resolve the issue, escalate methodically: request a supervisor or case manager, reference your original ticket ID, and paste the timeline of events (order placed, tracking, delivery date, photos submitted). If escalation stalls and you are in the EU, you may use the European Commission’s ODR platform (https://ec.europa.eu/consumers/odr) or contact your national consumer protection agency; for payments via PayPal or a card, you can also open a claim with the payment provider using the ticket ID as supporting evidence.

Tips for fast resolutions and message templates

To minimize back-and-forth and speed up outcomes, always include concise but complete information in the first message. A single well-documented ticket can prevent a week of delays. Use subject lines that include the order number and one-line summary of the issue (e.g., “Order #123456 — Wrong item received, SKU 7890”). Attach clear photos and any carrier screenshots if relevant.

• Essential info to include in every support request: Order number, full name, shipping postcode, date of delivery, SKU(s) or product name(s), photos (parcel + item), payment method and last 4 digits of card or transaction ID, and preferred resolution (refund, replacement, exchange).
• Effective subject line examples: “Order #123456 — Missing item (Item: Satin Dress SKU 9987)” or “Order #123456 — Damaged on arrival (see photos)”.
• If you need a chargeback or dispute, clearly state you will escalate to your issuing bank in X days if unresolved and provide the supporting ticket ID — this often prompts a faster internal review.

Contact pointers, hours and official links

Primary entry points: the NA-KD homepage (https://www.na-kd.com) and the help / customer service section linked there. Official social handle for general queries: Instagram @na_kd (use DMs only to request a ticket link). For disputes involving cross-border consumer rules, keep a copy of all communications and use the European ODR portal if necessary: https://ec.europa.eu/consumers/odr.

Practical final advice: keep all packaging until the case is fully closed, save screenshots of live chat transcripts, and track all return shipments. These simple administrative steps reduce resolution time from weeks to days because they eliminate the most common evidence requests customer service teams make during investigations.

How do I return a package?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview To return a package, you’ll generally need to repackage it, obtain a return shipping label (either from the sender or by creating one yourself), and then ship the package through a carrier like USPS, UPS, or FedEx.  This video explains how to return a package at the post office: 56sCounty OfficeYouTube · Nov 12, 2023 Here’s a more detailed breakdown:

1. 1. Check the sender’s return policy: Before you do anything, review the sender’s return policy. This will tell you if you need a return authorization, if they provide a prepaid label, or if you need to pay for return shipping. 
2. 2. Repackage the item: Place the item securely in a box, using appropriate packaging materials to prevent damage during transit. Remove or cover any old shipping labels on the box. 
3. 3. Obtain a return label:
   • If the sender provided a label: Affix the label to the package. 
   • If the sender did not provide a label: You’ll need to create one. You can do this online through the carrier’s website (USPS, UPS, FedEx) or by visiting a shipping store like The UPS Store. 
4. 4. Choose a shipping method and drop off the package: 
   • If you have a prepaid label: You can drop the package off at a designated location for that carrier (e.g., a USPS post office, collection box, or retail partner; a UPS drop box or The UPS Store). 
   • If you need to pay for shipping: Take the package to a shipping carrier location, and they will weigh it, calculate the cost, and apply the postage. 
5. 5. Keep your receipt: The shipping carrier will provide a receipt that serves as proof of your return. Keep this receipt in a safe place. 

This video explains how to properly box a return package: 59sUroTuningYouTube · Jan 31, 2025

AI responses may include mistakes. Learn moreHow To Return a Package | UPS – United StatesDo You Have a Return Label? If your shipper included a return label, you’ll need to affix it to your package. Your shipper may hav…UPSHow do I return a purchase through the mail? : r/Adulting – RedditNov 10, 2021 — Package it up in a box with your customer information- invoice or name. Write the address on the box or put label on t…Reddit · r/Adulting(function(){
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Where is NA-KD located?

About NA-KD
The company primarily serves the online fashion retail sector. It was founded in 2015 and is based in Goteborg, Sweden.

How long does NA-KD take to deliver?

3-5 business days. Home delivery. You will automatically receive your order confirmation by email within 24 hours of placing your order. You can also see your completed orders by logging in to your NA-KD account and going to “My orders”.

How to make a NA-KD return?

To return your order, register your return through our Return Portal at na-kd.com/returns and follow the steps below:

1. Once the return has been registered you will receive an email with your return label and return instructions within 2-3 business days.
2. Repack your items in the delivery bag.

What is the brand NA-KD?

We are NA-KD: a Swedish digital fashion house, offering on-trend clothing and accessories designed to make you feel like the very best version of yourself. Grounded in a fashion-forward mindset, we aim to inspire everyone who appreciates classic aesthetics and on-trend yet easily accessible attire.

How do I request a refund from DHL?

Contact DHL’s customer service via email or phone within 14 days of a lost, damaged, or late shipment to register your refund request. Attach relevant documentation while doing so and submit the claim.