NA-KD

I ordered a tshirt and two pairs of jeans. They were delivered in the time estimated, right size, colour etc. The top was perfectly fine, the quality was as expected for the price. The quality of the jeans was again adequate, maybe a little on the poor side for the price, and they came up shorter and tighter than expected, despite me having checked the length and sizing. I decided to return them as they were quite expensive and I wouldn't wear them. Pick up with dhl was fine, I tracked the parcel to make sure it arrived, which it did. I received no confirmation that they received the parcel from the company, but within the estimated time for returns I got an email with the bill for how much will be returned in my account, and shortly after, the money was returned. I plan to shop there again, but I will steer away from their own brand of jeans.

Bought a white dress in June for my school reunion, the dress came on time. Was so excited, open the package... the dress was not white, it looked like something worn already then washed with colored clothing...
There is no way you can have an interaction with a customer service rep so you have to send an email, then maybe wait until the following day to get a legit reply. Then when you do get the reply; DHL has to send you a courier, you have to make up all sorts of label & with copies to send that one item back. Then. You wait, & you wait & you wait ( while sending emails to Na-kd), with no positive reply as to when you will be refunded your money.
That has been since the 9th June & now today is the 18th July & im still waiting. Still getting the run around about they are reviewing my return.
Give me a break! Never again in my Lofetime!

I ordered several things. I am very happy with a couple of them. The ones I did not like I could easily return. The customer service is great and the delivery was quick!

I've bought a ton of clothes from na-kd and they have always been very good and ship quickly. Recently I had to return an item that I accidentally bought two of, and their customer service was great!

Let me inform you what happened. I placed an order with Na-Kd in December but decided to return. I registered the return, 2 days after I received my order, but I did not receive any confirmation email with instructions on how to return, despite the automatic message telling me I would and also I did not have a returnlabel. Checking the website on returns you will find all kinds of contradicting and unclear information on how to return so I reached out to Na-kd customer service and created 3 tickets in the next days. No response, only an automatic message that a response could take a while due to high volumes.
Than finally 8 days after my first ticket I get a response with instructions on how to proceed. So I delivered my package at the DHL point on Jan 2nd. Jan 10th I receive a return confirmation that Na-kd received my return and on January 16th i message that I am not in time, I will not get my money back and that I get a voucher for the order value of 195 EUR.

I wish I had first read the reviews and warnings from other customer. I filled a complaint at the customer service and I hope for a proper response from Na-kd and that is refunding MY money.
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I returned the clothes due to very poor quality 5 days after receiving the package. I live in Lithuania and the package had to be shipped to the Netherlands. Shipping took a long time and it is completely out of my control, even the shipping provider showed that the package came much earlier than I received the email from NAKD that the parcel had reached their warehouse. Now they are saying that they will not refund me because the parcel reached them after those 15 days and sent me their gift card. What am I supposed to do with this gift card for 224EUR? I don't want to buy anything from NAKD.

This is not normal, the shipping time is absolutely out of the customer's control. I counted, and even if I had shipped the parcel back ON THE SAME DAY AS I RECEIVED IT, IT STILL WOULD NOT HAVE ARRIVED ON TIME.

Also, I have not received any response from customer support about this issue. Order number: EP*******466

I am sure you guys are familiar with Consumer Rights Directive (2011/83/EU) Article 13,1:

1. The trader shall reimburse all payments received from the consumer, including, if applicable, the costs of delivery without undue delay and in any event not later than 14 days from the day on which he is informed of the consumer's decision to withdraw from the contract in accordance with Article 11.

It's been quite some time (more than 14 days of course) and I still have not received the refund.