FAQ

First and foremost... remember to breathe. Secondly, check you've filled all the details out properly including your name, address and payment info. Still not working? It might be the computer system. Email us at Morphooofficial@gmail.com (with screenshots if possible!) and we'll see if we can track down the problem.

Sadly no! Once your order is placed and imported to our system, it is not possible to edit it or make any changes.

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!

If you email Morphooofficial@gmail.com within an hour of making your order and let our Customer Service know your order number and the changes you need to make, they will do their best to make it happen. Note we can't guarantee that we'll be able to make changes, but the more quickly you can get in touch with us, the better chance we have! Unfortunately we can’t add products to your order, but we can change your delivery address or sizes if your order hasn't already been shipped. What are you still doing here? Quick! Email them!

You will automatically receive your order confirmation by e-mail within 24 hours. If you are missing an order confirmation, please check your spam folder or other folders with special offers.
If you have not received your order confirmation within this time frame you are more than welcome to contact us for further help!

As soon as your order has been dispatched you will receive an email with a link to a tracking page so that you can follow your order! Remember that this can sometimes end up in your spam folder so have a look there too! If you still cannot find it, please contact us and we will help you!

If you received an incorrect product in your package, we sincerely apologise for this! Please contact us with your order number, the name of the product and a picture of the item and your Return Note. We will make sure to help you out with this.

If your package was damaged or opened when you received it, we kindly ask you to contact us with a picture of the damaged parcel. Additionally, please also directly contact your post office or the delivery service as well to make a claim for this.

It usually takes 1-2 working days for our warehouse to process your order and hand it over to our carriers. This and the below delivery times might be longer during peak seasons due to more orders being placed, carriers having more parcels to deliver and also other factors such as logistics or bad weather. We will send you updates should anything be out of the ordinary to keep you informed.

You can find the most up to date delivery times for our different carriers at the checkout.

Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.

Yes! You will receive a direct link to your tracking in your shipping confirmation. Simply click on the link to view the up to date tracking for your order.

Please keep in mind that it might take 24-48 hours from the moment your parcel is shipped for tracking information to be updated.

If your order has just been shipped from our warehouse, we ask you for a bit of patience. It might take up to 24-48 hours before the package gets scanned by the shipping company. With some carriers tracking gets activated once the package arrives in your country. If your order is already passed its estimated delivery time, please let us know and we will check your package status.

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers). Please note, if you return your full order, you will not be refunded customs charges as these are fixed cost as part of duties and taxes.

If for some reason, we would unable to ship one of the ordered items, this will be stated in your shipping confirmation and you will be automatically be refunded for non-shipped item(s).

Check what your order tracking says. The link will be in your shipping confirmation. If you have chosen home delivery the carrier might have tried to deliver your order whilst you were not there. In that case the carrier should leave a delivery note stating where you can pick it up (usually your local post office) or how you can re-schedule a delivery. Sometimes there are multiple delivery attempts if you have not signed an agreement about delivery with a neighbour or in a safe place.

You can return items from your order within 30 days from receiving the package. To book a return, please contact us so we can do this for you. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached.
Please provide us with the following information:
Your name
Your order number
Items that you wish to return

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 30 days after you have received your order. Please note that we will apply a USD 5.00 return fee.

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 takes 2-5 working days and you will receive a confirmation by e-mail once the refund has been issued.

We do not offer exchanges as we cannot guarantee the availability of item(s) upon arrival of your return package. 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 bought an item with a discount code, you can re-order it in different size and we will re-apply the discount code for you. Just get in touch and provide us both your original item's order number and the new one and we will happily add the code for you!

Most credit cards have 3D Security which has to be activated in order for you to make a purchase. If you are not sure whether the 3D Security for your credit card is activated or not, kindly contact your bank directly and they will help you.

Since we're a European company, make sure your bank doesn't have a block on purchases in Europe!

If money has been taken from your account even though your order was unsuccessful or got canceled, this amount has only been reserved by your bank and will automatically bounce back to your account within 2-5 working days.

If the amount was withdrawn from your account instead of bouncing back, please contact us and we will check this for you.

Your refund is always issued back to the payment method that you used to place your order. If you chose to pay with a credit or debit card, the payment is actually made directly from your bank account so the refund will also be issued directly to your bank account. Therefore it does not matter if your credit card is no longer in use.

If you have closed your bank account, you can simply contact your bank once you have received your refund confirmation by e-mail and they will re-direct the transaction to the bank account of your choice.