Love some of the clothes but received a faulty item and after returning it, silence for a month. It’s not unexpected after reading the reviews but pointing it out here in the hope they might improve a... See more
Company replied
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
They charge you a 59kr return which I was aware but then when reading the stipulations more clearly, they then charge an extra 10kr per article if you return more than 3 items. Strange and cheap behav... See more
Company replied
Items quite high price compared to the quality. Ordered a suede jacket, felt like a paper bag. Pay for shipping, paid the same for return. Refund takes forever, they claim 14-21 business days from rec... See more
Company replied
Winter-boots that split in half. Simply terrible quality, when the sole literally split in half after having been used sparsely. The price certainly does not reflect the quality here. It is shameless... See more
Company replied
Company details
Written by the company
NA-KD is one of Europe's top 20 fastest growing companies, breaking new records every month and showcasing ourselves as one of the leading fashion company in the world. At NA-KD you will find the most passionate and talented employees in the industry, with a combined knowledge of 50 years in both fast and high fashion. We were born in 2015 and have been growing ever since, creating the hottest fashion trends across the globe and being seen on all the hottest influences and celebrities. We push the envelope daily with our social media content and art direction. NA-KD is dedicated to breaking the mold and showing our followers what it means to be unique and stand out from the crowd. Top follow us on our journey, be sure to follow us here for all the latest updates! With love, NA-KD.com
Contact info
Gamlestadsvägen 4, 415 11, Göteborg, Sweden
- customercare@na-kd.com
- na-kd.com
2.9
Average
14K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Customer service is excellent
December 30, 2025
Unprompted review
Reply from NA-KD.com
Hi Milana,
Thank you for recognising our team's hard work! We’re thrilled that our customer service impressed you. We look forward to assisting you with your next order.
Best regards,
Michaela Airam, NA-KD.com
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There is no live suport with in…
There is no live suport with in nowadays, i thinks is essential for customers to feel safe
December 29, 2025
Unprompted review
Reply from NA-KD.com
Hello Laura,
We understand the importance of live support for your peace of mind. Our team is ready to assist you—please reach out via www.nakd.com/en/kundenservice/contact-us and include "Trustpilot" in the subject line so we can prioritise your request.
Best regards,
Michaela Airam, NA-KD.com
Reply from NA-KD.com
Hi Mary,
We’re glad to hear your packages always arrive on time.
Thanks so much for sharing!
Best regards,
Janice, NA-KD.com
I had an issue within the app
I had an issue within the app, i have ordered and got no confirmation of. When I contacted customer service they solve my problem directly, but i still can’t reach my order within the app. It’s making me nervous.
December 23, 2025
Unprompted review
Reply from NA-KD.com
Hello Wedad,
I understand that not being able to see your order in the app can be unsettling. However, I assure you that your order is active and being processed in our warehouse. Typically, orders are processed, packed, and shipped within 1-2 business days after they are placed. You will receive a shipping confirmation via email once your order has shipped.
Best regards,
Michaela Airam, NA-KD.com
Great customer service!
I had an issue with a return and Karl sorted this out for me same day! Great customer service.
December 24, 2025
Unprompted review
Reply from NA-KD.com
Hi Evie,
Thank you so much for sharing your experience!
We’re really happy to hear that Karl was able to resolve your return issue the same day. Providing quick and helpful support is very important to us, and feedback like yours truly means a lot to our team.
We appreciate you taking the time to let us know, and hope to assist you again in the future!
Kind regards,
Janice, NA-KD.com
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I am never never EVER buying NA-KD…
I am never never EVER buying NA-KD again. I was a faithful customer for years and just once I was on holidays, so I opened my parcel only once I got back and unfortunately several items were too big for me. I had passed the 15-day return delay and I asked for an exceptional return delay, I was even committed to buy the same items just a size smaller but they didn't do anything. They lost me forever, who has a 15-day return policy omg nobody does that?
October 29, 2025
Unprompted review
Reply from NA-KD.com
Hi there,
We understand your frustration. Please note that we must adhere to our 15-day return policy. However, if you wish to place a new order for the same item, we can match the price from your previous order, even if it’s an exchange for a different size.
Kind regards,
Janice, NA-KD.com
Sitting on my money
Can echo everyone else's sentiment.
I actually knew it was bad quality but I ordered some items during Black Friday sales anyway, as the styles do look very good on the website.
As expected, the quality was poor, all items were made of very cheap material.
Returned all items 15 days ago and paid 7 GBP (!) for the return. I received 1 e-mail since, stating that the return was in transit. They haven't even started the 14-day-long (!) quality control process.
Definitely won't make the mistake of ordering from this influencer brand again.
December 22, 2025
Unprompted review
Reply from NA-KD.com
Hello Reka,
Please know that returns are carefully reviewed once received, and the 14-day timeframe allows our warehouse team to complete quality checks before processing refunds. Return fees are applied according to our policy, and we truly appreciate your feedback; it helps us improve the clarity and efficiency of our process.
Best regards,
Janice, NA-KD.com
Slowest refund process ever
Quality of the items was shocking, ordered 4 pairs of lace and sequin trousers to try and they had lose threads and sequins hanging off all over when they arrived. Would have returned all but was in a rush to find an item for a party so kept one pair, which after one night of a few hours wear were frayed all within the inner thigh. Sent my return of the other items off nearly one month ago and am yet to receive a refund, which I have genuinely never known a slower refund process escpecially considering they charge £4.95 to do a return. Won't order from here again.
December 4, 2025
Unprompted review
Reply from NA-KD.com
Hi Becky,
Thank you for your review, and we’re sorry to hear about your experience.
Refunds are processed within 14–21 working days, which includes inspection and bank processing time. If it has been close to a month since you sent your return, it may still be within this timeframe, but our customer service team would be happy to check the status for you.
We’d also like to clarify that return fees are waived for faulty items. If the items were reported as faulty when the return was submitted, any return charge would be refunded accordingly.
We’re sorry that the items did not meet expectations and appreciate your feedback, which helps us continue to improve. Please contact our customer service team with your order number so we can look into this for you.
Kind regards,
Janice, NA-KD.com
Great customer service
Great customer service - Karl was very helpful , I had an order issue and he provided a solution in a very efficient manner. Very rare to find a brand which has impeccable customer service alongside good quality.
December 17, 2025
Unprompted review
Reply from NA-KD.com
Hi Alicia,
We’re thrilled that Karl was able to help you so efficiently and provide a solution to your order issue. It’s wonderful to hear that our service and product quality made such a positive impression.
Feedback like yours motivates our team to continue delivering the best experience for our customers. We truly value you and look forward to welcoming you back soon!
Kind regards,
Janice, NA-KD.com
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Bad experinece with their return policy
I ordered from them twice (together for more than 400€). I was afraid ordering from them as I read here that their return policy is bad and that is exactly what happened! I returned two items - one coat and knitted sweater and they only send me message for giving me money back for the cheap sweater, but not for a coat, which was more than 100€! I documened everything because of a fear this will happened and it did. I hope they will answear, in other case I am afraid they are a fraud or someone in their ware house is stealing and reporting as only one item was returned. Idk what is happening. And also other companies have live costumer service, where you can talk with real people but NAKD only have email option, and if they dont answer you are screwed. Will not be ordering from them anymore.
December 2, 2025
Unprompted review
Reply from NA-KD.com
Hi Eva,
Please know that there is a process for handling returns, and occasionally these issues can happen. Once a return is received, our team needs to carefully verify all items and the accompanying documentation before the refund is processed. This ensures that the correct amounts are refunded for each item.
We understand how worrying it can feel when a high-value item isn’t immediately reflected in your refund, but rest assured that your return is being reviewed according to our standard process. If any discrepancies are found, we will resolve them as quickly as possible.
We truly appreciate your patience and understanding while this matter is being processed.
Warm regards,
Janice, NA-KD.com
Wanted to change 1 item in my order and…
Wanted to change 1 item in my order and it was impossible to make online. So I’ve called them and was waiting on the line 1.35!!!!! (Your number in the queue is 1). Awful customer service. It was my first order, not sure that I’ll be back again
December 18, 2025
Unprompted review
Reply from NA-KD.com
Hi Ekaterina,
We are currently experiencing a high volume of requests, which has affected response times.
Regarding your request, our system does not allow exchanges of sizecoloursolors, as we cannot guarantee the availability of your desired sicolour color once your return is received.
If you would like to proceed with an exchange, the best approach is to return the item to us for a refund and then place a new order fdesired or the scolouryou want.
We truly appreciate your patience and understandiwenapologisere sorry that your first experience didh us meet your expectationsexpected. Your feedback is very valuable, and we’re always looking to improve our service.
Best regards,
Janice, NA-KD.com
I had an isExcellent Customer Service Experiencesue with my order because…
I had an issue with my order because the Italian courier was unable to deliver the package and it was eventually lost. Despite this inconvenience, the NA-KD customer service team was absolutely amazing. They were incredibly quick to respond and provided clear and effective solutions right away.
Their support was professional, kind, and efficient, turning a frustrating situation into a very positive experience. This excellent customer service will definitely make me shop with NA-KD again in the future.
December 17, 2025
Unprompted review
Reply from NA-KD.com
Hi Marta,
It means a lot to know that our quick responses and clear guidance helped turn a frustrating experience into a positive one. We’re delighted that this experience has left such a positive impression and that it encourages you to shop with NA-KD again in the future.
We can’t wait to welcome you back for your next order and make your next shopping experience just as smooth and enjoyable!
All the best,
Janice, NA-KD.com
Compared to a few years ago
Compared to a few years ago, the quality of the clothing has significantly declined. At the same time, the price of the clothing has increased. On top of that, you have to pay a return fee of almost €5 and even print the return label yourself.
December 17, 2025
Unprompted review
Reply from NA-KD.com
Hello Finn,
We understand that pricing and quality are important considerations, and we continually strive to offer products that meet our customers’ expectations. Regarding returns, please note that a return fee is applied as part of our standard return policy, and the return label is provided for you to print, which ensures the process is handled securely and efficiently.
We truly appreciate your input, as it helps us evaluate our services and make improvements where possible.
Kind regards,
Janice, NA-KD.com
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Horrible Returns Experience
Terrible returns with items going "missing". Ridiculous return fee considering it's an online brand.
December 16, 2025
Unprompted review
Reply from NA-KD.com
Hi Amy,
We understand how concerning it is when a return appears as missing, especially alongside return fees. This is something we take seriously. Kindly reach out via www.nakd.com/en/kundenservice/contact-us and include “Trustpilot” in the subject line. Our team will ensure your return is checked carefully and that any missing amount is addressed accordingly.
Best regards,
Michaela Airam, NA-KD.com
The worst online shopping experience I…
The worst online shopping experience I think I've had in a while. Ordered for Black Friday, my order was missing items when received. Received 40% off just to pay 40% in customs fees. Asked to get the missing item shipped, they just refused and just refunded me, however did not refund the custom fees. I paid 40% of the item price on custom fees for an item I didn't even receive. Terrible.
December 15, 2025
Unprompted review
Reply from NA-KD.com
Hi Wynne,
Your feedback highlights several important concerns, from the missing Black Friday items to being charged customs fees for something you didn’t receive. This is not something we overlook. Rest assured, one of our team members will review the case and work on a resolution—please check your inbox or spam, as you’ll hear from us as soon as possible.
Best regards,
Michaela Airam, NA-KD.com
Order stalled, no communication, refund initiated without consent
I placed an order on 30 November. Tracking updates stopped on 5 December, and despite contacting customer support, I received no response.
Instead of an explanation or apology, I received an automated email stating that a refund process had been initiated, even though I never requested a refund and was still waiting for my parcel.
There was:
• no clarification about where my order is,
• no explanation as to why a refund was initiated without my consent,
• no confirmation that the refund will actually be completed.
I later noticed multiple similar reviews on Trustpilot, describing the same pattern — stalled tracking followed by an automated refund that may not be processed.
At this point, I have neither my order nor a confirmed refund.
This level of communication and handling of customer issues is unacceptable.
December 13, 2025
Unprompted review
Reply from NA-KD.com
Hi Fadime,
Upon checking, we can confirm that we have already responded to your inquiry and provided information regarding your order. Your order was unfortunately considered lost, which is why a refund was processed. We apologize for any confusion this may have caused.
Please note that once a refund is processed, the order is automatically marked as returned in our system.
Kind regards,
Janice, NA-KD.com
Excellent customer service by Karl
I had a very positive experience with NA-KD customer service.
Karl was extremely helpful, responsive, and professional throughout the whole process. He handled my issue quickly and made sure everything was clarified properly.
Even though the situation was a bit stressful at first, his support really made a difference.
Great customer service like this builds trust — thank you, Karl!
December 11, 2025
Unprompted review
Reply from NA-KD.com
Hi Tuba,
We’re thrilled to hear that Karl was able to assist you so effectively and make the process smooth, even in a stressful situation.
Your kind words mean a lot to us and will be shared with Karl and the team. We truly appreciate your trust and look forward to serving you again in the future!
Best regards,
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Love the clothes and customer service…
Love the clothes and customer service were very helpful when my item was delayed by the dreaded evri!
December 10, 2025
Unprompted review
Reply from NA-KD.com
Hi Lara,
Thank you for such a lovely review! We’re happy you’re enjoying the clothes, and it’s great to hear our team was able to help when Evri slowed things down. We look forward to helping you again in the future.
Warm regards,
Michaela Airam, NA-KD.com
Reply from NA-KD.com
Hi Hannah,
Thank you for highlighting our friendly and solution-oriented service! Feedback like yours motivates us to keep delivering the support you deserve. We can’t wait to help you again in the future.
Warm regards,
Michaela Airam, NA-KD.com
Parcel was not delivered to my address
Parcel was not delivered to my address, instead it was left at post office. And i am unable to collect. Shop should delivwr to my address.
December 8, 2025
Unprompted review
Reply from NA-KD.com
Hello Ketevan,
Thank you for sharing your experience. Our system does not choose a shipping method without your consent. We provide multiple options to ensure convenient delivery, including home delivery and parcel shops. It’s important to select your preferred shipping method during the checkout process. If the parcel is not collected, it will automatically be returned to us. A full refund will be issued once the parcel arrives back at our warehouse, which may take 14 to 21 days.
Best regards,
Michaela Airam, NA-KD.com
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