Many reviewers commend NA-KD staff for quick, friendly, effective support. Several shoppers report late or missing refunds and hard-to-manage returns. Multiple buyers mention inconsistent sizing and defects such as holes, split soles, or items that don’t match the photos. Communication ranges from fast replies to unanswered messages and missing delivery confirmations.
Examples from available reviews (Dec 2021 – Feb 2026).
NA-KD customer service was outstanding, friendly, fast and helpful.
“The NAKD customer service is simply outstanding!”
Return not refunded and customer service unreachable; return process is a nightmare.
“the return process is a nightmare”
Jeans and sweater showed severe defects and claims were rejected unfairly.
“Holes in jeans after first wash”
Size chart inaccurate; coat arrived two sizes too large and refund pending.
“it was huge like two size up”
Many reviews describe fast, helpful agents who fix problems quickly. Others say returns support falls short, with refunds delayed or missing and cases left unresolved. Positive comments often mention staff by name and highlight quick solutions.
Some reviewers say they were charged extra return fees for multiple items and given vouchers instead of refunds. Several customers report poor-quality items and felt the purchase wasn’t good value. Comments on overall value appear, but they aren’t the main theme.
Shoppers often point to inconsistent sizing and inaccurate size charts, which leads to many returns. Others describe smooth ordering and satisfactory deliveries. Some reviews note delivery mistakes and missing pickup confirmations that stopped them from collecting orders.
Multiple reviews mention clear defects: holes after the first wash, split boot soles, used items, and products that look different from the photos. Several reviewers also say they received good-quality items, creating a sharp contrast. Usability complaints include colour mismatches and cropped fits.
Many customers praise quick, polite replies from customer care and fast fixes. Others report emails going unanswered, no confirmation messages, and trouble reaching support by phone. Critical comments repeatedly mention slow warehouse processing and missing pickup confirmations.
Reviews split between high satisfaction, driven by quick and helpful support, and low satisfaction linked to returns, refunds, and product defects. Positive accounts focus on friendly agents and fast problem-solving. Negative accounts centre on refused refunds, strict return handling, and uneven product reliability.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Sitejabber (20) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Delivery address errors forced reviewer to pay DHL and customer service refused help.
“they put different address for delivery”
Slow email responses for returns and refused to match a later discount.
“To return an item you have to email them and then they reply back after a week.”
Return arrived late at warehouse and company refused refund, feeling deceived.
“they are not willing to refund because it arrived at their warehouse after 15 days.”
Returned items within time but refund denied; reviewer calls company crooks.
“they are crooks and thieves!”
Reviewer praises LightInTheBox quality, app, discounts and customer service.
“You will find good quality affordable products at LightInTheBox.”
Return policy strict and orders take long; reviewer does not recommend company.
“Their return policy is ridiculous.”
Returned within time but refund denied due to warehouse receipt delay; given gift card instead.
“they will not refund me because the parcel reached them after those 15 days”
Poor quality and unfair return policy calculates eligibility by warehouse receipt date.
“they will not give you a refund”
Return registration and communication failures led to voucher instead of refund.
“I get a voucher for the order value of 195 EUR.”
Reviewer criticises strict 15-day return window unsuitable for holiday purchases.
“Their policy says only 15 days to return”
Customer service is awful and returns are overpriced.
“CUSTOMER SERVICE IS AWFUL”
Three items not delivered and refund still not received.
“I am out of three items and $146.38.”
Received a used item with pen marks and refund refused.
“came with pen marks on it, it was used”
Sizing guidance helped and items fit well with good quality.
“Everything I received was the correct size and the quality is good too.”
Clothes arrived more cropped and differed from pictures.
“Clothes are not as pictured.”
Customer service were helpful and arranged a replacement delivery.
“Customer service is great and they are all helpful”
Returning items was frustrating due to poor customer service.
“There is no phone to call and no one to talk to.”
Poor quality and inconsistent sizing; items ran much smaller.
“The quality and sizing was terrible”
Order delayed over ten days and messages went unanswered.
“They haven't replied to any of my emails/ instagram and fb message.”
One faulty item and returning it was a nightmare.
“Returning has been a nightmare”
VI got four soft padded bras from NA-KD at full price, but the sizes were too large, so I returned them and asked for a refund or a replacement in my size, which is XL. I received neither.
In addition, I purchased a pair of boots at a discounted price during Black Friday.
Later, I received an email informing me that a refund had been provided for the pair of boots I had purchased.
How is it possible for them to simply cancel an order on my behalf after I have already paid for them?
Of course, the boots, as well as the plush padded bra, are no longer available on the company's website.
Customer care was completely ineffective, responding with a copy-paste script.
If you are unable to meet a large demand, you should refrain from publicizing your firm as much.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
NA-KD is a Swedish online fashion retailer selling clothing, footwear, and accessories mainly via its website and mobile app. It offers a broad range of womenswear, including dresses, jeans, coats, and boots. Product pages usually provide photos, size charts, and purchase details to help shoppers buy online. NA-KD ships internationally and offers customer support through channels such as email and in-app messaging for returns and questions.