Return Policy
At the north face, we want your shopping experience to feel clear and straightforward. This policy explains our 30 Days Free Returns service, return eligibility, how to start a return, refund timing, exchanges, and what to do if your item arrives damaged or incorrect.
30 Days Free Returns
the north face offers 30 Days Free Returns. Eligible items may be returned within 30 days of delivery, as long as the item meets the return conditions listed below.
Returns sent without contacting customer service first may not be accepted.
Contact us before returning
Before sending any item back, please contact our customer service team so we can provide the correct return instructions and return details.
Email: [email protected]
Return Eligibility
To qualify for a return, your item must meet the following conditions:
- The return request is made within 30 days of delivery.
- The item is unused, unworn, unwashed, and unaltered.
- The item is returned with original tags, packaging, and accessories when applicable.
- The item is in a condition suitable for inspection after it is received.
- You have contacted customer service first and received return instructions.
Non-Returnable Items
Some items may not be eligible for return. Non-returnable items may include:
- Items that have been worn, washed, used, altered, or damaged after delivery.
- Items missing original tags, packaging, parts, or accessories.
- Items returned without prior customer service approval or return instructions.
- Items marked as final sale, if clearly stated at the time of purchase.
- Items that cannot be accepted due to hygiene, safety, or condition concerns after inspection.
How to Start a Return
Please do not send your return to any address before contacting customer service. A fixed return address is not displayed on this page because return instructions may vary by order.
Contact customer service
Email [email protected] with your order number and return request.
Wait for instructions
Our team will review your request and provide the correct return instructions and return details.
Prepare your item
Pack the eligible item securely with its tags, packaging, and any included accessories.
Please contact our customer service team at [email protected] to receive the correct return instructions and return details.
Return Shipping Cost
the north face offers 30 Days Free Returns for eligible returns that follow this policy and are approved through customer service first. If a return is sent without contacting customer service or does not meet eligibility requirements, it may not be accepted.
Refund Process
Once your returned item is received and inspected, we will review whether it meets the return eligibility requirements. If the return is approved, your refund will be processed to the eligible payment method.
Refund processing time is 3–15 days after the returned item is received and inspected. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.
Exchanges
If you would like to exchange an item, please contact customer service first at [email protected]. Our team will provide the next steps based on item eligibility and availability.
Damaged or Wrong Items
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible. Include your order number, a short description of the issue, and clear photos of the item and packaging when helpful.
Our customer service team will review your message and provide instructions for the next step.
Final Sale Items
Items marked as final sale at the time of purchase may not be eligible for return or exchange unless required by applicable law or approved by customer service due to a damaged, defective, or wrong item issue.
Contact Information
For return instructions, exchange questions, refund status, damaged or wrong item support, or any return-policy questions, please contact:
Email: [email protected]
Please include your order number, the email used at checkout, the item you want to return, and the reason for your request so we can assist you more efficiently.
