Quick Summary: We’re committed to getting you the gear you need for your next adventure, with reliable shipping and a straightforward returns process.

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

Shipping Method Cost Delivery Time Carrier
Standard Shipping $12.95 10-15 business days after shipment DHL or FedEx
Free Shipping Free for orders over $50 15-25 business days after shipment EMS

Note: We ship globally, with the exception of some Asian countries and remote areas. International customers may be subject to customs duties and taxes, which are the responsibility of the recipient.

Returns & Exchanges

At The North Face Shop, we understand that adventurers need gear that performs flawlessly in every condition. Just as our premium outdoor apparel is built for reliability, our returns and exchanges process is designed with the same commitment to quality and customer satisfaction.

Our Return Promise: We stand behind our products with the same durability we build into our 3-in-1 jackets and Gore-Tex outerwear. If your gear doesn’t meet your expectations for your next adventure, we’ll make it right.

Eligibility Requirements

To be eligible for return or exchange, items must meet the following criteria:

  • Return request submitted within 15 days of delivery
  • Items in original condition: unworn, unwashed, and undamaged
  • All original tags and packaging attached
  • Proof of purchase (order number or receipt)
  • Items not listed in our non-returnable products section

Non-Returnable Items

To ensure the safety and quality of our specialized gear, the following items cannot be returned unless defective:

  • Insulated Snow Pants (for hygiene reasons, unless manufacturing defect)
  • Gore-Tex Jackets with visible wear or use
  • Items without original tags or packaging
  • Personalized or custom orders
  • Final sale items (clearly marked at purchase)

Step-by-Step Return Process

1 Submit Your Return Request

Contact our Customer Adventure Team within 15 days of receiving your order. Use the template below to ensure we have all necessary information.

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Body:
Dear Customer Adventure Team,

I would like to request a [return/exchange] for my order.
Order Number: [Your Order Number] Order Date: [Date of Order] Item(s) to Return: [Product Name, Size, Color] Reason for Return: [Please specify – Size Issue, Product Defect, Wrong Item, etc.] Preferred Resolution: [Refund / Exchange for (specific product)] Contact Phone Number: [Your Phone Number]
I confirm that the item(s) are in original condition with tags attached and have not been worn or washed.

Thank you,
[Your Full Name]

2 Receive Return Authorization

Within 24 hours, our team will respond with:

  • Return authorization number
  • Shipping instructions and address
  • Return shipping label (if applicable)

3 Package and Ship Your Return

Securely package your items including:

  • All original product tags
  • Original packaging and any accessories
  • Copy of your order confirmation or packing slip
  • Return authorization number clearly visible on the package

4 Return Processing

Once we receive your return:

  • We’ll inspect items within 3-5 business days
  • You’ll receive email confirmation of return status
  • Refunds processed upon approval

Refund Information

Refund Timeline

  • Credit Card/PayPal: 5-10 business days after return approval
  • Bank Transfer: 7-14 business days after return approval

Refund Method

Refunds are issued to your original payment method:

  • Visa, MasterCard, JCB: Refunded to original card
  • PayPal: Refunded to your PayPal account

Shipping Cost Deductions

  • Original shipping fees are non-refundable
  • Return shipping is customer’s responsibility unless due to our error
  • Free shipping promotions: Original calculated shipping may be deducted

Exchange Process

For size exchanges or product swaps:

  • Follow the same return process above
  • Specify desired exchange item in your request
  • We’ll ship your exchange once return is received and approved
  • Exchanges subject to product availability

International Returns

As we serve adventurers globally (excluding some Asian countries and remote areas):

  • International customers responsible for return shipping costs
  • Customs duties and taxes non-refundable
  • Return to: 4079 Henry Ford Avenue, New York, US 10016

Defective or Incorrect Items

If you receive a defective product or wrong item:

  • Contact us within 48 hours of delivery
  • We’ll provide prepaid return shipping label
  • Expedited replacement shipping at our cost

Need Assistance?

Our Customer Adventure Team is here to help with your return or exchange:

  • Email: [email protected]
  • Address: 4079 Henry Ford Avenue, New York, US 10016
  • Response Time: Typically within 24 hours

We’re committed to ensuring you’re equipped for your next adventure with gear you trust completely.