Our Commitment to Urban Adventurers
At The North Face Shop, we understand that our community of urban explorers and outdoor enthusiasts demands the same level of excellence in customer service as they do in premium technical outerwear. Just as our gear protects you from the elements, our shipping and returns policies ensure your complete satisfaction with every adventure-ready purchase.
Shipping Information
Order Processing
All orders are processed within 1-2 business days from the date of purchase. You will receive a confirmation email with tracking information once your order ships.
Shipping Methods & Timeframes
| Shipping Method | Carrier | Cost | Delivery Time | Best For |
|---|---|---|---|---|
| Standard Shipping | DHL or FedEx | $12.95 | 10-15 business days after shipping | Faster delivery needs |
| Free Shipping | EMS | FREE on orders over $50 | 15-25 business days after shipping | Budget-conscious shoppers |
Returns & Exchanges Policy
Return Timeframe
We accept returns and exchanges within 15 days from the date you receive your items. This gives you ample time to ensure your adventure-ready gear meets your expectations.
Return Process – Step by Step
Step 1: Initiate Your Return
Contact our customer service team within 15 days of receiving your order to request a return authorization.
Email: [email protected]
Step 2: Prepare Your Items
Ensure all items meet our return condition requirements:
- Unworn and unwashed
- Original tags attached
- Original packaging included
- All accessories present
- In resalable condition
Step 3: Shipping Your Return
Package your items securely and include the original packing slip. We recommend using a trackable shipping method for your protection.
Step 4: Processing
Once we receive and inspect your return, we’ll process your refund or exchange within 3-5 business days.
Exchange Process
Exchanges follow the same process as returns. Please indicate your preferred exchange item when contacting customer service. If your desired item is out of stock, we’ll process a refund instead.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged unless defective:
- NON-RETURNABLE Winter Shell Jackets with signs of wear or removed tags
- NON-RETURNABLE Puffer Jackets & Parkas that have been worn outdoors
- Items without original packaging or tags
- Personalized or custom-made products
All items must be returned in resalable condition to qualify for refund or exchange.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error or defective merchandise.
Return Authorization Request Template
Subject: Return Authorization Request – Order #[Your Order Number]
Email to: [email protected]
Body Template:
Dear The North Face Shop Customer Service Team,
I would like to request a return authorization for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Order]
Items to Return: [List items with sizes and quantities]
Reason for Return: [Size issue, style preference, defective item, etc.]
Preferred Resolution: [Refund / Exchange for (specify item and size)]
Shipping Address: [Your current shipping address]
Please provide return instructions and authorization number at your earliest convenience.
Thank you,
[Your Full Name]
Refund Information
Refund Timeline
Refunds are processed within 3-5 business days after we receive and inspect your return.
Refund Method
Refunds will be issued to your original payment method:
- Credit/Debit Cards: 3-10 business days depending on your bank
- PayPal: 2-5 business days
- JCB: 3-10 business days depending on your bank
Contact Our Adventure-Ready Support Team
Email: [email protected]
Address: 4172 Milford Street, Corpus Christi, TX 78403, US
Response Time: Within 24 hours during business days
International Returns: As we serve customers globally (excluding some Asian regions and remote areas), international returns are accepted. Customers are responsible for any customs duties, taxes, or international shipping costs associated with returns.
Where premium outerwear meets exceptional customer service – your satisfaction is part of our adventure.