ORDERS

Can I amend or cancel my order after it has been placed?

Once your order has been placed, unfortunately we are unable to amend or cancel it, as our warehouse team works quickly packing your orders to ensure they reach you as soon as possible, so please make sure you double check your order details before checking out. 

 

I haven’t received an order confirmation email - has my order gone through?

If you have not received a confirmation email please check your junk or spam folder as sometimes our emails can go there. 

If you still cannot find your confirmation email please contact our customer service team with two of the following and a member of our team will look into it for you. 

• Name on the order

• Email the order was placed with 

• Delivery address 

• The time and date your order was placed

 

I’ve received an incorrect item in my order - what should I do?

All orders are carefully picked, packed, and checked by two members of staff to ensure you receive the correct items. If you have received an incorrect item in your order, please contact our customer service team within 48 hours of receiving your order with the following information: 

• Your order number

• The item you ordered 

• A photo of the item you received 

• A photo of your dispatch note you received in your parcel

 

An item is missing from my order - what should I do?

Our warehouse team takes great care in ensuring all orders are packed correctly and no items are missing from your order. However if there is an item missing from your order, please contact our customer service team within 48 hours of receiving your parcel with the following information: 

• Your order number 

• The item which is missing from your order 

• A photo of the the dispatch note you received in your parcel

 

My item is faulty - what should I do?

All of our items go through strict quality checks to ensure they arrive in perfect condition. However if you believe you have received a faulty item in your order, please contact our customer service team within 48 hours of receiving your parcel with the following information: 

• Your order number 

• A clear photo of the fault 

• Any other information such as how many times the item has been worn

My tracking says my order has been delivered but I have not received it? 

If your parcel is marked as delivered but you have not received it please check with the members of your household, neighbours and any SafePlace to see if you can locate it. Your tracking will also include a delivery photo and a GPS pin showing where the parcel was left. These details can be helpful when trying to locate your parcel. 

If you can still not locate your parcel please email our customer service team, within 48 hours of delivery, with your order number and a member of the team will look into this for you. 

 

What should I do if I’ve been charged an incorrect amount?

If the amount you have been charged does not look right please reach out to our customer service team via email with your name and order number and a member of our team will look into this for you.

DELIVERY

What delivery services do you offer and how much do they cost?

UK

International

Orders placed over the weekend will be dispatched on Monday and orders placed after 2pm will be dispatched on the next working day.

 

Can I track my order once it has been placed?

Yes. Once your order has been dispatched, you will receive a dispatch confirmation email containing your tracking details. You can use this information to track your order all the way until it arrives.

 

My tracking hasn’t updated - what shall I do?

Once you receive your tracking email the tracking information can sometimes take up to 24 hours to update after Royal Mail’s initial scan. If your tracking has not updated after 24 hours, or if something does not look correct, please contact our customer service team with your order number, and a member of our team will look into this for you.

Can my order be left in a SafePlace?

If your parcel is being delivered by Royal Mail, you can choose to have it left in a SafePlace or redirected to a local Post Office via your tracking link.

If you know you won’t be available to receive your delivery, you may wish to select InPost at checkout. Your parcel will be delivered to a chosen locker or parcel shop, where it will be held securely for up to 48 hours for collection.

Do you ship internationally?

We ship worldwide to customers in every country across all continents, including:

• Europe

• North America

• South America

• Asia

• Africa

• Australia & Oceania
  
  

No matter where you’re located, we’re committed to delivering our products globally. Please enter your address at checkout for prices depending on your location. 

 

Why have I been charged customs fees? 

Our delivery prices do not include taxes or customs duties. Any customs charges must be paid by you before your parcel can be delivered. If you are an international customer, we strongly recommend checking your local customs fees before placing your order.

If customs charges are refused by you and the parcel is returned to us, a £15 return fee will be deducted from your refund to cover return shipping and handling costs.

 

RETURNS & EXCHANGES

How do I make a return?

We have explained our returns policy in short below but for our full returns policy and terms please head over to our returns policy page. 

If you would like to return items from your order this is not a problem at all. Please ensure they are returned in the same condition you received them in, with the tags still attached, and fill out your returns card or include a note in your order with your order number, name and reason for return.

The address you will need to return to is: 

nkdapparel

Unit 7 

Sandbrook Park 

Sandbrook Way 

Rochdale 

OL11 1RY 

We recommend using a tracked shipping service for your return as we are not responsible for any returns lost in transit.

 

What is your returns policy?

All returns must be sent back in the same condition they were received, with the original tags still attached. Returns must be made within 14 days of receiving your order. Any returns received outside of this timeframe may be refused and returned to you.

Do you offer exchanges?

Yes we do offer exchanges for UK customers! If you would like to exchange your item please note the size and item you would like to exchange to on your returns card. 

Once your return is received our returns team will process your exchange, subject to availability, and email you with the new tracking details. 

 

How much does it cost to return an item?

You are responsible for all return shipping costs. We recommend using a tracked return service and keeping the receipt as proof of postage because we are not responsible for any returns lost or damaged in transit. 

Do I need to include anything with my return?

Yes. Please fill out the returns card you received in your order and include this in your return. If you no longer have this please include a note in your order with your name, order number and reason for return.  

Please note that without a returns card or a note containing this information, our returns team will be unable to identify or process your return.

 

How long does it take to process returns and how will I know when my return has been processed?

Returns can take up to 14 days to be processed once they arrive back to our warehouse, though our returns team aims to complete them sooner.  Once your return is processed you will receive an email with your store credit or exchange details.  

How long does a refund take to process?

Refunds can take up to 14 days to process through our system. Depending on your bank or payment provider, it may then take an additional 5–7 working days for the funds to appear in your account.