FAQ


Who? What? Huh? Hmm… Life can be confusing at times, but we’re here to help with any StevenDockman related questions.

Climate compensated free shipping & returns
Sustainability is a key part of StevenDockman´s mission and an important part of our future business. We know that committing to carbon compensation in our delivery and returns will allow us to make a huge positive environmental impact quickly.

All outbound deliveries and returns are carbon compensated, at no extra cost to you, no matter which shipping method you use.

Have you received my return?
Our return process can take up to 14 days from when you send it. Once we have processed your return, you will get an e-mail and shorly after this, depending on your payment method, your invoice will be updated or you will be refunded.

Where is my order?
Once your order has been dispatched you will receive a shipping confirmation. In this you will find a link to the delivery company's webpage where you can track your order! Remember that our delivery times refer to business days! If your order hasn't reached you within the promised delivery time, contact us and we will help you!

Remember that it can take up to 24h from when you got your shipping confirmation until the tracking to update!

I haven't received my order confirmation!
We will send you an order confirmation to your e-mail with the details of your purchase. If you haven’t received a confirmation within 24 hours of your purchase, please check your spam folder and if you still can’t find anything, contact us. Always make sure to enter the correct e-mail when completing your order!

If you were logged in to your account when you placed your order you can always go to your My Page and view your orders.

Can I edit/cancel my order after I placed it?
Sadly no! Once your order is placed and imported to our system we have no ability to edit it or make any changes for you.

We are really quick at processing your order and are therefore unable to cancel it before shipping. However, you are always more than welcome to return your order to us for free if you do not wish to keep it!

I scheduled a return with Courier Service but they didn't show up
If Courier Service missed your appointment we truly apologize for the inconvenience. To re-schedule the pick-up, you need only call Courier Service and choose a new date. Make sure to provide them with your waybill number that you used for the original appointment.

If you need any help with this or have any questions, don't hesitate to contact us.

Can I return two orders together?
Unfortunately not. We would appreciate it greatly if you return your orders separately. One parcel per order with the return labels provided by us attached. By following these instructions, your return will be processed more easily and you will receive your refund in time.

I want to make another return
We provide one free return label for each order. You can use it to return your order within 90 days from receiving the package.

If you forgot to return an item or simply changed your mind, we can create a new return label for you. However, for extra returns we charge a small fee, which will be deducted from your refund. This is to cover shipping and environmental costs, so please avoid unnecessary returns if possible.

For how long do I have the right to return my order?
If you are not 100 % satisfied with your recent NA-KD purchase, you are more than welcome to return products that are in original condition for a full refund, within 90 days after you have received your order.

Have you received my return?
Our return process usually takes up to 14 days from when you sent back your items.

As soon as your return has been handled you will be refunded through the original payment method you chose for your order. The transaction usually take 2-5 working days and you will receive a confirmation by e-mail once the refund has been issued.

Are your returns free of charge?
Yes, all of our returns are free of charge! If you want to make sure that you are returning your order the right way, simply check the instructions provided on your return note. If you still have questions, don't hesitate to clarify with us before you hand your order to the delivery service.

Can I exchange an item?
Unfortunately, our system can't make any exchanges, only returns and refunds. However, you are more than welcome to return the item you don't wish to keep for a full refund and then place a new order for the item that you want instead.

If you need any help with the return or if you had used a discount code for your order, don't hesitate to contact us.

Can I return sales items, swimwear, lingerie and jewelry?
You can return sales items as long as all the tags are still attached and the item is in its original condition.

You can only return swimwear and lingerie if they are unused and the hygiene protection is still intact and attached, as well as the tags. We do not accept returns on jewelry unless they are still in their original packaging. If you open the sealed plastic we can't accept them in return.