THE NORTH FACE® RETURN AND REFUND TERMS
Right of withdrawal
If you are not completely satisfied for any reason with the Products you received, or have simply changed your mind after we have e-mailed you your Order Confirmation, we will gladly accept your return 60 calendar days of delivery of the Products.
Products must be handled and kept with care and returned in their original state and packaging, with all original tags and labels attached. If you want to exchange the Products for a different size or colour, please you will need to return the item(s) and place a new order.
In case of returns for change of mind you will be fully reimbursed, including possible shipping costs.
If you had purchased more than one product and returned just one or some of them, we will reimburse you the pro-rata share of the total shipping costs you may have paid. For example, if you had purchased 3 items and returned 2 of them, we will reimburse you 2/3 of the total shipping costs you’ve paid.
Your return will be refunded once it has been received and processed at our warehouse. We’ll send you an email to confirm your refund has been processed, which can take 2-3 business days after we’ve received it from the carrier. Please note that it may take 14 days to get it credited on your account.
HOW TO REQUEST A FREE RETURN
1 - CREATE & PRINT A RETURN LABEL
Click on RETURN
YOUR ORDER button or on the TRACK MY
ORDER link available at the top of any page on our website (for registered customers, you can
also access your order
history from MY ACCOUNT).
Enter your 8 digits Order Number and the email address you used on your order. Once you are in the
order page click on 'Create a Return' button.
Select the items you may want to return, the reason for returning, the preferred return method (drop off to a collection point or carrier pick up at desired address). Follow the instructions provided during the process and print the return label provided. Make sure you have a printer available.
2 - PACK YOUR RETURN
Pack the items you would like to return. We encourage you to reuse the polybag or box you received. Seal the package securely and attach the return label on the outside of your parcel. Please make sure all old shipping labels, stickers, and other materials have been removed or covered up
3 - DROP THE PRODUCTS OR HAND THEM TO THE CARRIER
Drop off the package at the selected location within the opening hours or wait for the carrier pick up at
your address. Make sure someone is at home when the carrier is scheduled to come to pick up the
package.If, for any reason, your return is not collected, please head back to our website and book a new
return free of charge,
following the same instructions as before.
You can request as many return labels as needed within the 60 days returns period; after that you won’t be able to book any further returns.
4 - RETURN CONFIRMATION & REFUND
You'll receive an email confirmation as soon as your return has been correctly returned to our warehouse,
processed. This might take up to 2-3 business days. Your refund will be processed as soon as the item(s)
returned are inspected by our quality assurance team. The whole process from when you have printed the
return label and
when the refund is visible on your account can take up to 14 days.
If you do not want to follow the procedure described above, you are free to choose your preferred return method. Please keep in mind that, if you make a return using a carrier of your choice, instead of using our free returns option, the cost of returning the goods will be at your expense, you will bear the risk of damage or loss of the goods during a return until the goods reach us and that the return and refund process may take longer. (only for BE market: If you paid for your order with Bancontact we will contact you to request your bank details to proceed with the refund. In such a case, your refund might take longer than the normal timeframe).
Legal guarantee for faulty goods
In addition to the above, we recognize the statutory 2-year (or the longer period that may be set forth by your local law) guarantee for product faults. A product is "faulty" if received damaged or where a manufacturing or material fault occurs within 2 years (or the longer period that may be set forth by your local law) of your receipt of the products. Please note that Products damaged due to wear and tear are not considered faulty.
You can return faulty Products within 2 years of your receipt of the products and get a full refund, including
shipping costs, as applicable.If you had purchased more than one product and returned just one or some of them, we will reimburse you the pro-rata share of the total shipping costs you may have paid. For example, if you had purchased 3 items and returned 2 of them, we will reimburse you 2/3 of the total shipping costs you’ve paid. If you have received a wrong (different than displayed in The North Face Shop),
damaged item you can return it within 60 days from the receipt date. Please follow the standard return process
select 'Item was defective' as return reason.
If the 60 days return period has expired and the item is faulty, you have 2 years from your receipt of the products to file a warranty claim. Please contact our Customer Care to assist you in returning your item(s).
Return Online Locate Orders (ROLO)
Locate Orders are orders placed in store for products not physically available in the store’s stock, with delivery either in the same store or to your home address.
Items purchased through Locate can be returned either in a The North Face’s owned and operated store or online. This excludes partner and concession stores. When returning a Locate order online, please follow the standard online return procedure. Online returns can ONLY be refunded in the form of a digital gift card that are subject to our standard Gift Card Terms and Conditions.
This excludes partner and concession stores. When returning a Locate order online, please follow the standard
Should you need more information please have a look at our Warranty Policy.
In case you have any questions please have a look at our Return FAQ.
In case of questions or if you need assistance please contact our CUSTOMER CARE