Reviews indicate many customers receive responsive customer service and praise the softness and durability of Naadam cashmere. However, multiple reviews report inconsistent sizing, occasional sewing or fabric issues, and problems with returns or delayed refunds. Several shoppers highlight extra shipping, restock, or checkout fees as reducing value. If you consider buying, check size charts carefully, note final-sale labels, keep return tracking, and contact customer care promptly when issues arise.
Examples from available reviews (Oct 2025 – Feb 2026).
Excellent product quality and exceptional, proactive customer service.
“They continuously went above and beyond to make sure I was happy”
Return delivered but refund not received for over a month, requiring dispute.
“It's been over 1 month and still haven't received a credit.”
First purchase found poor fabric quality and unhelpful customer service.
“The fabric is rough, and nearly transparent.”
Received wrong size but customer service promptly arranged an easy exchange.
“It was so easy!”
Most reviewers praised responsive, helpful customer care when issues arose; several reported difficult or slow return handling.
Some reviewers called prices fair and competitive; others flagged shipping, restock, and hidden fees as factors reducing perceived value.
Site, checkout and return experiences varied: many found exchanges easy and staff helpful; others reported website glitches and complicated returns.
Many customers praised cashmere softness and durability; a minority reported poor fabric, transparency, sewing defects, or inconsistent sizing across items.
Reviewers frequently noted timely, professional replies and shipment monitoring from customer care; a few described generic or delayed responses.
Overall impressions are often positive for repeat buyers citing quality and service, but a notable minority reported refund and return failures.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Quotes shortened · As of: February 2026
Beautiful, well-priced products with excellent basic cashmere and quick service.
“Naadam has a beautiful, well priced range of products.”
Disappointed by thinner cashmere, skimpy cut, and short sleeves.
“The cashmere is also extremely thin and not a lux item at all - very Ross.”
Cannot reach customer service to arrange an exchange; no phone number available.
“I have emailed their customer service address numerous times to no avail.”
Item is too small and unusable despite being costly.
“It's too small!!!”
Price dropped after purchase; company refused adjustment and charged return fees.
“I was politely complimented on the fact that I reached out but price adjustment was refused.”
Customer service and logistics were horrible; product quality declined.
“Horrible customer service and logistics.”
Order was delivered late for Christmas; apology sent and coupon later honored.
“Madam was dreadfully late fulfilling an order for Xmas that I placed in mid November.”
Unable to get a response after multiple exchange attempts; no phone support.
“Cannot get a response after 3 attempts to exchange product.”
No email or phone response; received voucher instead of refund.
“Stuck with $300 voucher instead of refund even though item was returned as per their policy.”
Late shipping with evasive language, AI replies, and average product.
“AI used liberally, expressing understanding of my “frustration”.”
Order extremely delayed with bot replies and no human contact.
“There is no human being to contact.”
Delayed holiday orders, unhelpful communications, and extra postage burdens.
“Would give zero stars if I could”
Charged for undelivered items and unable to reach customer service for refund.
“The customer service at Naadam is non-existent.”
Order delayed beyond promised delivery window without updates.
“status is still “being prepared””
International order showed shipped but never arrived and customer service went dark.
“contacted customer service who then did the worst thing customer service can do, went dark”
Late shipment to FedEx caused missed holiday delivery and poor customer service.
“NAADAM didn’t give the package info to fedex until 12/22.”
Product quality and sizing changed negatively, and shipping delayed.
“Naadam has completely changed the wool quality, sizing and they have ruined their product.”
Waited weeks for sweater with only chatbot replies and no human contact.
“There is no telephone number and the emails are responded to by chat bots.”
Black Friday order lacked shipping updates and customer service stopped responding.
“No update on ship date and customer service has gone dark”
Order unshipped with no phone support and unresponsive customer service.
“customer service has no phone number & even after 5-6 emails they still haven't shipped order.”
Positive shopping experience with great service and good prices.
“Great company. Great service.”
Repeat buyer impressed by sweater color, quality, and shipping communication.
“I am consistently impressed by the color and the quality.”
Received wrong size but customer service promptly arranged an easy exchange.
“It was so easy!”
Return process was combative and complicated, preventing exchanges.
“Return process is unnecessarily combative and complicated.”
Return was easy and customer-focused; positive repeat online experience.
“The ease of making the return was terrific.”
First purchase found poor fabric quality and unhelpful customer service.
“The fabric is rough, and nearly transparent.”
Gifted Naadam sweaters are luxurious, high-quality, and versatile.
“The quality is AMAZING and just straight luxurious!”
Strong praise for product style and responsive customer service delivering on time.
“Naadams customer care team monitored my shipment and got it to me in time!”
High shipping and return costs combined with poor sizing made shopping risky.
“It cost 9.50 to originally ship it, and $12.75 to ship it back.”
Naadam allowed a one-time exchange despite final sale, providing good service.
“Naadam graciously allowed a one time only exchange for the correct size.”
Company resolved sewing defect quickly and flexibly to satisfaction.
“Went out of their way to rectify a faulty product.”
Sizing varies widely between Naadam products, causing fit inconsistencies.
“So be careful with the sizing from Naadam.”
Customer support escalated appropriately and responded professionally and timely.
“The second contact reached out to me immediately and followed up in a timely manner.”
Received sweaters unlike website photos and faced restock fee with poor service.
“I have to pay $12 for a restock fee.”
Excellent product quality and exceptional, proactive customer service.
“They continuously went above and beyond to make sure I was happy”
Return delivered but refund not received for over a month, requiring dispute.
“It's been over 1 month and still haven't received a credit.”
Longtime customer praises fit, product, and prompt customer service.
“everything fits perfectly and true to size (XXL).”
Praises Naadam's cashmere quality and respectful supply chain practices.
“NAADAM is the finest quality!”
Reviewer thanks Naadam for great customer service.
“Great customer service!”
Advertised free shipping included an unexpected nearly $5 fee, later removed.
“an additional fee of nearly $5 was added for safe shipping.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Naadam is a direct-to-consumer apparel brand focused on cashmere knitwear and wardrobe basics. The company primarily sells online and is commonly researched for cashmere sweaters, sizing, returns, and customer support. Shoppers comparing options often look for information on product quality, pricing, and the brand's return and shipping policies.