FAQ TOPICS

Company Background

Who is The North Face®?

We are named for the coldest, most unforgiving side of a mountain. We have helped explorers reach the most unfathomable heights of the Himalayas. But The North Face® legend begins, ironically, on a beach. More precisely, San Francisco's North Beach neighborhood, at an altitude of only 150 feet above sea level. It was here in 1966 that two hiking enthusiasts resolved to follow their passions and founded a small mountaineering retail store.

Soon thereafter, that little shop became known as The North Face®, a retailer of high-performance climbing and backpacking equipment. In 1968, The North Face® moved to the other side of San Francisco Bay, to the unbridled possibilities of the Berkeley area, and began designing and manufacturing its own brand of technical mountaineering apparel and equipment.

Now, more than 40 years after its humble grand opening, The North Face® delivers an extensive line of performance apparel, equipment, and footwear. We push the boundaries of innovation so that you can push the boundaries of exploration. We remain deeply proud to be the first choice of the world's most accomplished climbers, mountaineers, extreme skiers, snowboarders, endurance runners, and explorers.

There's little telling what the next 40 years hold for us. However, there is one bedrock certainty: The North Face® will maintain an unwavering commitment to pushing the limits of design, so that you can push your limits outdoors.

Never Stop Exploring.

Placing an Order

Can I change or cancel my order if it has not been dispatched?

Once the order is confirmed, it is almost impossible to make any amendments or cancellations. We try to have a very fast processing procedure to fulfill our delivery times. As per your right of withdrawal, you may return the items back to our warehouse. For more information, please see our Terms of Sales or Return Policy

Do you accept phone orders?

Sorry, at this time, we are unable to process orders by phone.

How can I be sure that my order was received?

Once you have completed your transaction, an order confirmation email will be sent to the email you provided. If you haven't received an order confirmation email, please contact our customer service. We always recommend you check the status of your order by visiting Order tracking: enter your order reference number and your email address and submit your request.

What type of emails will I receive about my order?

After you have placed your order, you will receive the following E-mail messages:

Order confirmation: This confirms we have received your requested order. You should receive this confirmation within minutes of placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, we will contact you and provide you a refund for the incomplete/cancelled order.

Shipping confirmation: This is sent once your order has been dispatched from our warehouse. Your will receive a tracking number(s) that will enable you to follow your order from our warehouse to your destination. The tracking information may take up to 24 hours to be updated in the carrier's system. Alternatively, you can always track your item by clicking here.

Order return and refund: Once we've received your returned order at our warehouse, we'll perform any necessary inspections. You will receive an email to confirm whether your return matches all requirements, at that point we'll issue a refund for the item(s).

Why has my order been cancelled?

Your order may have been cancelled due to issues related to your credit card. We kindly ask you to contact your bank for further details. You may also contact our Customer Service by clicking here.

Can I add an item after I have placed my order?

Once the order is confirmed, it is almost impossible to make any amendments or cancellations. We try to have a very fast processing procedure to fulfil our delivery times.  If you'd like to order an additional item(s), you should place a new order online.

How do I enter a promo code for an online purchase?

When you're ready to purchase, proceed to the cart (or click the Check Out button in the top right corner of the website).
In the promocode section at the checkout, enter your promotion code exactly as it appears. Be sure to avoid extra spaces before or after the promotion code, which sometimes happens if you copy and paste it from an email or other electronic communication.
Click on 'Apply' and you will see a message that your promotion code has been entered.

Payment

What payment types does The North Face® Online Store accept?

We accept American Express, Maestro, MasterCard, MasterCard Debit, PayPal, Visa, Visa Electron and Visa Debit

When is my card charged?

Your credit or debit card will be debited for the total value of your Order at the time we dispatch it. We will not accept your Order, neither will we supply the Goods to you until your credit or debit card issuer has authorized the use of your card for payment of the Goods ordered.

Is it safe to shop on The North Face® online shop?

Yes. You can shop with total peace of mind as we make every effort to ensure the security of your purchases and personal details.

Does The North Face® process my payment details?

We strive to make our Website secure and to prevent fraud. All credit and debit card transactions on this Website are processed by “Worldpay (UK) Limited and its group companies”, a secure online gateway that is responsible for holding and handling of the information relating to your payment details in a secure environment.

Why has my card been declined?

Your card may have been declined for one of the following reasons:

  • Your card may have expired. Check that your card is still valid.
  • You may have reached your credit limit. Contact your credit card provider to check that you have not exceeded your authorised purchase limit.
  • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

If none of these reason apply to you, we're happy to assist you.
Please contact our customer service team here.

Delivery

How many days will it take to receive my order?

We make the best effort to process orders within one working day. Deliveries will be made during normal business hours, Monday through Friday, excluding weekends and bank holidays. Orders placed on or before 10.59 am will be dispatched the same day, while orders placed after this time will be dispatched the following working day. Delivery times are estimated from the moment the orders are dispatched.

Standard: 2-4 business days
Collection Point: 2-4 business days
Express: 24-48 hours

During sale periods, orders may take longer to process.
Payment autorization can delay the dispatch time up to 7 days.
Please refer to our Delivery page for more information.

Which carrier services do you use?

Standard: Yodel
Collection Point: Collect+
Express: UPS

Which countries do you deliver to?

Goods can be shipped to the following countries: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxemburg, Netherlands, Republic of Ireland, Spain, Sweden and United Kingdom.

Please note, you will need to order from the country of the Online Shop you plan to ship to.

Where do you dispatch from?

All goods are dispatched from our warehouse based in Sint-Niklaas, Belgium.

How are delivery charges determined?

Delivery charges apply to your order based on the delivery method you choose.
Delivery charges are inclusive of VAT and include all costs related to the shipping of your order to the requested address.
For more information, including costs, please visit our Delivery page.

Can orders be shipped to an address different from the billing address?

Yes, orders can be shipped to an address which is different from the billing address. After you enter your shipping address during checkout, you’ll have the option to enter a different billing address. Please note, the Delivery address should always be within the country of the Online Shop you place your order from.

Can I choose a delivery address in a different country than I placed my order in?

The delivery address must be in the same country as the Online Shop that you place your order in.

Can I change the shipping address once I have placed my order?

We make our best effort to process orders within one working day and therefore, we are unable to change the delivery address once you have placed your order. If you have any questions, please contact us.

How can I track my order?

You can click here and enter your Order ID and the email you used for your order or if you are a registered user you can go to your Order History under My Account.

It can take the carrier between 24-48 hours to update the tracking information in their system after you have received the shipping confirmation email. If you click on your tracking number and there is no information available, please check back later.

Returns and Exchanges

What is your return policy?

We allow you to return your items within 30 days from the receipt of your goods. Returns must be unworn, in the state you received them and in the original packaging. For more information, please read our Return Policy.

What is your exchange policy?

We currently do not have the ability to easily exchange products. If you are interested in a different size or colour, you will need to return the item(s) and place a new order. Your return will be refunded once it has been received and processed at our warehouse.

Will you credit back my shipping costs if I return my order?

We will issue you with a refund for the amount of the returned item(s). Any delivery charges paid at the time of your Order is excluded from the refund (except for orders fully returned due to wrong, faulty or damaged items - click here for more details).

When will I receive my refund?

Your refund will be processed as soon as the item(s) you have returned are inspected by our quality assurance team. Once the return has been approved, it can take up to 14 days for the refund to be made by The North Face® to your payment services provider (for example your credit card supplier). Please note: the time for a payment services provider to refund you can vary depending upon the provider.

For further information please feel free to contact our online shop customer service team by clicking here.

What should I do if the refund amount is incorrect?

Contact customer service by clicking here and we will resolve the matter as quickly as possible.

What should I do if I received the wrong product?

If you have received an incorrect product, we recommend you to contact one of our customer service representatives by clicking here.

What should I do if the product arrived damaged or defective?

If you have received a damaged or defective product, we recommend you contact our customer service by clicking here.

Can I return items online that I purchased The North Face® retail stores?

Online return policy is only applicable to items purchased on www.thenorthface.co.uk

How Can I Return an Item using PayPal?

Items purchased using PayPal must be returned online to receive credit to a PayPal account.

MY ACCOUNT

How do I register?

You can click here to register or by clicking on the link at the top of the screen.

How to create a secure password?

For your safety, we require passwords to contain:

  • at least eight (8) characters
  • at least one (1) numerical character (e.g. 5)
  • at least 1 uppercase letter (e.g. N)
  • at least one (1) lowercase letter (e.g. t)

We recommend that you construct your password using the guidelines below. Following these guidelines makes it difficult for someone to guess your password.

  • Use different passwords for different accounts. If someone does obtain your password for one account, this will prevent them from accessing your other accounts
  • Passwords should not be based on a user’s well-known or easily accessible personal information or that of his or her friends, family members, pets, etc. Personal information also includes logon I.D., name, birthday, address, phone number, social security number, or any permutations thereof.
  • Passwords should not be words that can be found in a standard dictionary (English or foreign) or are publicly known slang or jargon
  • Passwords should not be based on fictional characters from books, films, and so on

How do I log in to The North Face® Online Store?

If you are a registered user, click on the 'LOG IN' link located on the top of the screen or by clicking here and enter your email address and password. If you are not a registered user, click on the 'LOG IN' link on the top of the screen and create an account by following the instructions provided.

Do I need to register to purchase from the The North Face® online shop?

Registration is not required. You can always place an order at the The North Face® online store as a guest. If you plan to make regular purchases through our site, we recommend that you register. This will save you time when re-ordering at the The North Face® online store. Our registration process is fast and free.

Why should I become a registered user?

You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise. You can browse, shop and, if necessary, complete your order at a later time. We'll keep track of the items you've already put in your shopping bag so that when you come back later, you will not have to re-select the items again. Please note that placing items to your shopping bag for purchase at a later time does not guarantee item availability.

What if I forgot my account password?

If you have forgotten your account password, please follow the LOG IN procedure and then click on the "Forgot your password" link and we will email you a new one straight away.

How do I change my password?

Log-in to The North Face® Online Store, and click on the "My Account" link located at the top of the screen. Once you're in the 'My Account' section, you will be able to change your password.

How do I update my account information, including changes to my home/email address?

Log in to The North Face® Online Store, and click on the ''My Account'' link located at the top of the screen. Once you are in the "My Account" section, you will be able to update your billing and shipping information.

GIFTS

Can I buy eGift Cards in the Online Store?

We currently do not offer the possibility to buy eGift cards.

Do you offer gift boxes?

We currently do not offer gift boxes or gift wrap.

PRODUCTS

Do you offer all products produced by The North Face®?

Due to the size and scope of our worldwide product range, it is impossible for us to carry every product that the company produces. Each of our The North Face® stores or authorised retailers has a range of products that represent a selection of our whole collection, according to what is best suited to local demand. It is possible that one retailer doesn't have a certain product in stock, which another may have.

  • Feel free to contact the stores or retailers near you and phone them asking for your specific item.
  • Alternatively, you may contact our online shop customer service team by clicking here and we'll do our absolute best to find a similar product for you.

Is there any difference in price between the items in the online store and the items in my local The North Face® store?

Prices on The North Face® official Online Shop are from our official price list, while shops can apply different prices and discounts. Normally, they do not exceed the suggested retail price provided by The North Face®.

Is there any difference between the European and the American collection?

US and EU Markets may sell different products, so it is possible that you won't find in Europe a product you saw in the USA, on the American website and vice versa. As per our company policy, products which are only sold in US & Canada or only sold in the European area cannot be sold or shipped outside their territory. The development of both the European and the American collection are inspired by the same devotion to the outdoor universe and we are sure you will find what best matches your needs among both our collections.

Will items which are listed as out of stock eventually come back in stock?

Once an item is listed as out of stock we cannot guarantee that we will receive more stock on the particular item. Please check back from time to time to check availablility.

Alternatively, you may contact your local store to check availability. Both our stores and Customer Service Team will need an item number/product code to confirm availability.                                                                                                                                                        

Where can I find the name or item number of my product?

If your item still has the original tag, the item name and number are written on it. If not, you should be able to find the style of a The North Face® product on the internal label. It begins with an A or C followed by 3 letters or numbers.

Which internal and external jackets and vests are zip-in compatible?

Starting in 2010, all our zip-in internal and external jackets are compatible, provided they are same size, since the zipper needs to be the same length. If you are looking for an internal or external jacket that fits with the jacket you have, just make sure both are zip-in compatible. You can find a full list of our zip-in jackets and vests for the present season by searching for "zip-in" in our search box field.

Does the product image always match the item delivered?

Yes, although slight differences in product trims/finishes may occasionally occur. The photos on the website are taken from samples and sometimes there are small detail changes of the item, such as the colour of the logo or the zipper.  Additonally, colours can vary depending on your viewing device.

How can I tell if a product is genuine?

We work tirelessly against all sources of potential counterfeits but we cannot completely prevent the selling of non genuine products. We recommend that you to purchase your The North Face® items from either our own online store or from a site operated by one of our The North Face® partners. For a full list of our The North Face® online partners, you can visit our store locator.

How do I know what size to choose?

Click here to view our Size Charts.

Is your fit the same across all your styles?

We aim on having the best fit for each product category depending on what the product is designed for. This means that the fit between our Performance and Mountaineering garments may vary. Our sizing charts can help guide you to find your correct size.

Do all the shoes have the same fit?

Fits vary slightly for different activities such as mountaineering, hiking or running. Please order your normal size unless indicated that the fit is not true to size.

What size shoes should I order?

It's important to select the right shoe size to ensure a comfortable and correct fit. You should order your normal size unless indicated that the fit is not true to size. Please see our footwear sizing chart to help aid you in selecting your correct size.

What is the smallest size Kids' product?

The smallest size we produce on the Kids' Category is XS (x-small) that corresponds to 5-6 years. Starting from Fall 2013, select stores and markets may carry Infant clothing for children aged 0-3 years.

What are the benefits of a Women's specific pack?

Women's specific packs are designed to fit the shape of a women's body (for example, a smaller backframe or the fitting of the straps) to ensure a more comfortable fit.

What is GORE-TEX®?

GORE-TEX®, made by W.L. Gore & Associates, is a breathable membrane laminated to the fabric of any garment that needs to be waterproof and windproof, yet breathable. GORE-TEX products are:

  • 100% waterproof
  • Lightweight
  • Very breathable
  • Can insulate in cold temperatures

A GORE-TEX® product is created with a membrane that can release moisture vapours, whilst also preventing substances such as oil, dirt and stains, and wind or rain penetrating. 


This is created with a wafer-thin expanded Polytetrafluoroethelene (ePTFE), in which each pore is 20,000 times smaller than a water droplet, yet some 700 times larger than a body moisture molecule, allowing evaported body moisture (perspiration) to escape whilst blocking the entry of rain and snow.

What is DryVent®?

DryVent® is a superior, waterproof, breathable technology utilizing a polyurethane (PU) coating that consists of a tri-component multi-layer formula for waterproof protection, moisture permeability and durability. This technology has been lab tested in The North Face® Quality Assurance lab to ensure the best possible durability and function while also maintaining a comfortable level of breathability. The minimum level of breathability achieved using DryVent® is: 600 g/m²/24 hours on the Moisture Vapor Transfer Rate scale.

What are the waterproof and breathability ratings for GORE-TEX®?

Unfortunately, we do not have the waterproof and breathability ratings for GORE-TEX®, however, the GORE-TEX® membrane contains over 9 billion microscopic pores per square inch. These pores are 20,000 times smaller than a water droplet, but 700 times larger than a water vapor molecule, which makes the GORE-TEX® membrane completely waterproof from the outside, while allowing perspiration to escape from the inside. Garments with the GORE-TEX® membrane are conversely measured with the G rating from 5,000 - 20,000.

What are the waterproof and breathability ratings for DryVent®?

The DryVent® technology has been tested in our Quality Assurance lab and is measured in PSI (pound per square inch) which is the pressure resulting from a one pound-force applied to an area of one square inch. The ratings that have resulted from this test are:

  • Breathability: 700-750 g/m2/24hrs avg (MVTR) upright cup
  • Waterproof rating - 75 PSI avg, 75 avg PSI after 20 launderings

What are the different types of GORE-TEX® offered by The North Face®?

GORE-TEX® Paclite®: This exclusive Paclite® membrane is laminated to lightweight, strong nylon textiles to produce garments that are extremely breathable, compressible, and durably waterproof. This membrane contains a protective black layer that is made of an ""oil-hating"" (oleophobic) polymer and carbon that allows perspiration vapor to pass through, but prohibits body oils, cosmetics, salt water, and insect repellents from altering the water proof qualities of the membrane. Extremely compressible, this fabric packs extremely small.


GORE-TEX® Performance Shell: This fabric provides breathable comfort and durably waterproof and windproof protection. It is used in a two-layer construction for a lighter and softer feel and in three-layer construction for a more heavy-duty alternative.


GORE-TEX® Pro Shell: Engineered with the most rugged, most breathable, durably waterproof and windproof fabrics, three-layer GORE-TEX® Pro Shell with Gore Micro-Grid Backer meets the high demands of hardcore outdoor athletes. GORE-TEX® Pro Shell allows you to enjoy longer exposure to harsh conditions without losing vital body heat.


Three-Layer GORE-TEX® XCR®: The most durable, waterproof, breathable fabric available, GORE-TEX® XCR® makes it breathable, durable, waterproof, and lightweight.


Two-Layer GORE-TEX® XCR®: The most tested and trusted weather protection you can wear. Windproof, waterproof and breathable, 2-Layer GORE-TEX® XCR® is soft and lightweight, perfect for active pursuits.


Gore Windstopper®: This provides wind protection and allows excess moisture to escape while preventing unwanted moisture from coming back in.


Gore Windstopper® Soft Shell Fabric: Totally windproof, water resistant, and very breathable, Gore Windstopper® Soft Shell garments combine the reliable protection of a shell with the comfort of a mid-layer. These garments keep outdoor enthusiasts comfortable without the need for bulky, restring layers, making them ideal for active pursuits and challenging weather conditions.


Gore Windstopper® Soft Shell: Garments are made with unique, soft, stretch fabrics that are highly abrasion resistant – allowing for a wide range of motion. As these garments are very breathable, wearers can be incredibly active and remain comfortable.


Gore Windstopper® Active Shells: Windstopper® Active Shells are the lightest, most packable garments that are completely windproof, offer maximum breathability, and water resistance. Windstopper® Active Shells keep you comfortable for enhanced performance during highly aerobic activities. In this two-layer construction, the Windstopper® membrane is bonded to an extremely breathable and abrasion resistant outer fabric.

What are the different types of DryVent® offered by The North Face®?

DryVent®: A superior, waterproof, breathable technology utilizing a polyurethane (PU) coating that consists of a tri-component multi-layer formula for waterproof protection, moisture permeability and durability. This technology has been lab tested in The North Face® Quality Assurance lab to ensure the best possible durability and function while also maintaining a comfortable level of breathability. The minimum level of breathability achieved using DryVent® is: 600 g/m²/24 hours on the Moisture Vapor Transfer Rate scale.


DryVent® Alpha: A fabric used in the Summit Series® collection, this burly, waterproof fabric utilizes a microporous, hydrophobic lamination technology that retains its capabilities in even the most severs conditions. Its laminate membrane, consisting of nearly half a million holes per square inch, allows perspiration to pass through the jacket before it condenses to liquid; keeping you dry, warm, and comfortable.


DryVent® DT: Using the same principle as DryVent® coating but reducing the thickness of the third layer, this waterproof fabric is lightweight, packable, and more breathable than other unlined treated fabrics. DryVent® DT is created by applying a polyurethane (PU) coating with a DT print matrix which acts as a dry-touch, half-layer coating. The DT half layer adds durability and comfort by physically separating the DryVent® DT PU coating from the skin. DryVent® DT eliminates the need for a liner and is commonly referred to as a 2.5-layer fabric.


DryVent® 3-Layer Fabric: Utilizing a three-layer construction to stay simultaneously breathable and waterproof in extreme conditions, this fabric excels in any exploration. The durable woven outer layer protects the wearer from abrasion, while the mid-layer utilizes a polyurethane coating and micro pores to channel water vapor from the inner layer to the outer, while keeping water out. The comfortable inner layer is also engineered to manage moisture, channeling it up to the micro pores. The end result is a superior waterproof, breathable technology that stays dry inside and out.

What is the difference between GORE-TEX® and DryVent®?

GORE-TEX® is much more durable, has higher waterproof resistance and is generally much more resistant to wear & tear.

How do I know whether a The North Face® garment may cause an allergic reaction?

Allergic reactions vary from person to person. It can be difficult to establish a cause and effect relationship between the presence of any particular chemical in a product and an allergic reaction, given other environmental factors. In the interest of your health, we cannot recommend a particular item to a customer who already has allergic reactions to chemical products.

What is DWR?

DWR is Durable Water Repellency, a way of coating the fabric after a laminate or membrane has been applied to form a protective wall from water droplets on the outer layer.

A chemical treatment, DWR is not waterproof, but does reduce condensation forming, aiding breathability so less moisture reaches your skin.

How is fill power of down measured?

Fill power is measured by placing one ounce of down in a graduated cylinder and measuring the volume the down occupies in cubic inches. The higher the fill power of the down, the longer the tendrils are, meaning it occupies more space and volume. This means you need less fill to stay warm.

Higher fill powers are also lighter in weight.

GENERAL

How can I receive the latest The North Face® news and product offers?

To receive the latest The North Face® news and events, subscribe to our Newsletter by clicking here.

Can I unsubscribe from The North Face® Newsletter?

To unsubscribe from the Newsletter, open the last newsletter email you've received and scroll down to the link "Unsubscribe" at the bottom. After clicking this link you will be redirected to another page asking you if you want to proceed with the unsubscription to our newsletter service. Click on confirm and you will no longer receive our newsletter. If you are a registered user, you may unsubscribe by going to 'My Account' and clicking on Newsletter Subscription. Unselect the 'Subscribe' button and save.

I keep experiencing problems viewing the The North Face® online shop, what can I do?

If you are having problems viewing The North Face® online shop, you could try deleting your old cookies and the temporary internet files. To delete your cookies, go to Internet Options under Tools and click on delete cookies. After deleting old cookies, please ensure that your cookies are enabled. We support the following browsers: Mozilla Firefox, Google Chrome, Safari and Internet Explorer.

Which internet browsers are supported by The North Face®?

The North Face® website is optimised for viewing in Microsoft Internet Explorer 8 or above, Mozilla Firefox 19.0 or above, Google Chrome 26.0 and Safari 5 or above.

What screen resolution provides the most optimal viewing?

1024x768 or better.

I have bought or found a website selling fake The North Face® products, what should I do?

We work tirelessly against all sources of potential counterfeits but we cannot completely prevent the selling of non-genuine products. Please contact us to report fake website or product, and we will start an investigation.

How can I apply for a sponsorship?

Please visit our contact us page by clicking here.

What if I can’t find the answer to my question here?

If you cannot find the answer to your question here, we recommend you contact our online customer service team. Please let the service representative know the details of your order if applicable.