FAQ

Shipping 

Q: What countries do you ship to?

Currently, we ship Internationally.

We are constantly working to expand our shipping capabilities and hope to offer shipping to more countries in the future. Please note that shipping rates may vary depending on the destination and weight of the package. 

Q: How long will it take for My Order to arrive?

Once your order has been placed at our regular period, we will arrange the delivery for your order next month.
When your parcel is ready for pick up by the courier and a tracking number will be sent to your registered NADEOFFICIAL email. Then the below table shows the delivery time after receiving our shipping email.
For orders containing both in-stock and preorder items, the parcel will only be ready for pick-up once all items are available. Please place individual orders if you wish to receive the in-stock items first.

Free shipping is eligible for orders over $1,000 (Hong Kong), $2,000 (China/Macau/Asia), and $4,000 (International).

*Due to the high volume of orders received during the drop period, it might take us a longer than usual shipping time standard, and it will affect the aftercoming orders. The above Estimated Delivery Time will be subject to change without notice.

Q: How can I track My Order?

You can check the status of your orders by logging in to your account on our site. Simply go to Order History/Status in the My Account section. From there, click on any order number for its complete order details, including the tracking number. Clicking on the tracking number will take you directly to our delivery partner’s website, where you can follow the progress of your shipment.

Q: My tracking code doesn’t work, what can I do?

Please allow up to 24 hours for your tracking number to show information. If the tracking label is created, that means the package is ready for pick-up by a courier.

If there is no information on the tracking number please contact us at [email protected]. 

Payment 

Q: What payment methods do you accept?

We accept these payment methods: Visa, Mastercard, JCB, PayPal, Alipay, Union Pay, Payme and American Express.

Q: Is duty tax covered In my payment?

Those ordered products for shipment to countries outside of Hong Kong may be subject to customs duties, taxes and fees levied by the destination country, which are not included in the price of the products. The purchaser of the shipment will be the importer of record in the destination country and is responsible for all the said customs duties, taxes and fees. Our Store has no control over these charges and are not responsible for duties and taxes imposed by the destination country.

My order 

Q: Sizing information

To help you make an informed decision, please refer to the sizing chart provided in the image below. 

We also recommend checking the specific measurements listed on each item's product page as they may vary slightly depending on the style and fit of the garment. If you have any further questions regarding sizing or fit, please do not hesitate to contact our customer service team. We are happy to assist you in finding the perfect fit for your body type. 

Q: How can I get an exchange or refund?

We apologise for any confusion. Our policy is to not offer refunds or exchanges for any merchandise. All sales are final. 
If you receive a damaged or defective item, please contact our customer service team immediately, and we will work to resolve the issue. For the details of the replacement of defective items, please refer to the next Q. Thank you for your understanding.

Q: Are there any Product Warranty?

NADE provides replacement service for most of the defects happened to our products. If you found any defects after receiving our product within 10 days of our ship out date, contact us by email([email protected]) and then we will instruct you to send it back to us (we do suggest you use a traceable shipping service for the return) for a replacement.
In condition that the replacement does not cover printing peel off after washing, deterioration or any defects resulting from normal aging, scratches or damage due to natural wear-and-tear, abuse or improper use of the product, and we do not accept the replacement request over 10 days of our ship out date. NADE reserves the right to validate any requested warranty claims or modify warranty policies in our sole discretion. 

Q: There’s a problem with the order I received.

If you received the wrong items or if one of your items appears damaged, please contact [email protected].

Please note that all items can not be refunded, cancelled, returned or exchanged.