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Welcome to The North Face Online Store Assistence

Please contact us by email, mail or phone.

Our operators will be at your full disposal to help you out with any questions about your online order, products displayed in our UK e.com shop and any other information you might need.

Check out our frequently asked questions (FAQ) or see below information - you may be able to get some answers to your questions online right now. Thanks for taking the time to contact us.
Please complete the following form to send The North Face a message. We will respond to your request, comment or question as soon as possible. Fields marked with an asterisk (*) are required to submit this form.
  

Contact Information

Address :
The North Face® (Italy) S.r.l
Via Levada 145
31040 Pederobba (TV)
Italy Telephone :
0800 328 0012
 Opening hours :
Monday - Thursday: 8am - 5 pm (GMT)
Friday: 8am - 3pm (GMT)
+ Order tracking
When we ship your order, we will send you an email notification that includes your order details and a link which allows you follow along with your order from our warehouse to your destination. Registered accounts will be able to follow the tracking of their order also from the “my account” section. The order will be updated with the tracking number and you can either click on the tracking number(s) themselves or enter them into the preferred carrier’s website (carriers are GLS when shipped standard and UPS when shipped express). We highly recommend keeping the e-mail with the shipment and order details until you receive your goods especially for those of you who are not registered accounts. Please contact our Customer Service department if you loose the email and need to track your order.
+ Shipping & returns
Shipping
Goods ordered through this Website will only be delivered in United Kingdom, Northern Ireland and the Isle of Man. Currently we do not ship to the Channel Islands.

All goods will be shipped out from our warehouse in Belgium.

Delivery will be made by standard or express courier at your choice during normal business hours. Upon delivery of the Goods to our carrier we will send you an Order Shipment Confirmation email.
We will not deliver any Goods unless or until payment has been received. We will make any reasonable efforts to deliver the Goods within the delivery time specified in our Delivery Terms and Conditions. However, any delivery date or time specified by us is a best estimate only and we will not be liable for any loss or damage suffered by you through any unavoidable delay in delivery.
If there is no one at the nominated delivery address who can accept delivery of Goods, we will deliver at your neighbour’s address and leave a notification card in your mail box. If also your neighbour is not at home the parcel will be re-directed to your local Post Office for collection. You will be advised in this case by a note left in your mail box by carrier.

For additional information on Shipping, please click here.


Returns
Our Return Policy applies to all items purchased through the Website and shipped within the United Kingdom, under the Terms and Conditions of Sale i.e. to any Goods which were supplied in error, were incomplete, damaged or faulty, as well as in case of your exercise of the right of withdrawal pursuant to Clause 9 of the Terms and Conditions of Sale.
Please review our Return Policy before returning Goods for any reasons.
+ Payment information
You may pay for your Goods by credit or debit card. We accept most payment cards, like, Maestro, Solo, Visa, Master Card and American Express. Payment must be made in the currency as indicated on your Order before you submit it.
If you pay by credit or debit card, you must supply your card details when you place your Order. Your credit or debit card will be debited for the total value of your Order at the time your Order is received by us. We will not accept your Order, neither will we supply the Goods to you until your credit or debit card issuer has authorised the use of your card for payment of the Goods ordered. If we do not receive such authorisation we will notify you. We reserve the right to verify the identity of the credit or debit card holder by requesting appropriate documentation.
We take all reasonable care to make our Website secure and to prevent frauds. All credit and debit card transactions on this Website are processed by “GLOBAL COLLECT INTERNATIONAL PAYMENT SERVICES”, a secure online gateway that will be responsible for holding and automated handling in a secure environment of the information relating to your payment details. Please note that we may, at any time and at our sole discretion, restrict shipping to certain countries we believe to be at high fraud risk.
If you are paying by PayPal you will be asked to log in to your account with your email address and password to confirm the payment. If you do not have a PayPal account you can still pay with PayPal up to a maximum of 10 times and will be asked to enter personal data and credit card details. Your Goods will be supplied after your payment is cleared. If we do not receive payment in cleared funds within 30 days after the date of your Order then your Order will be cancelled.
+ Return policy
This Return Policy applies to all items purchased through the Website and shipped within the United Kingdom, under the Terms and Conditions of Sale i.e. to any Goods which were supplied in error, were incomplete, damaged or faulty, as well as in case of your exercise of the right of withdrawal pursuant to Clause 9 of the Terms and Conditions of Sale.

All goods need to be returned back to our warehouse in Belgium.

How to make a return
Making a return is easy if you follow the steps below:
1. Fill out the consignment note (included in the package containing the Goods) indicating which goods you are returning and the reason for return, If you no longer have the consignment note received with the Goods please contact us. If you have received the Goods as a gift you must provide an e-mail address, or alternatively Goods may be returned by the original purchaser. Returns of misdescribed Goods must be made within 30 (thirty) days of receipt, or in case of faulty and/or damaged Goods within 2 (two) years from purchase. For more details refer to the Warranty and Product care section; Returns in exercise with the right to withdrawal contained in Clause 9 of the Terms and Conditions of Sale must be made within 7 working days of receipt of the Goods. Returns outside these timeframes will only be accepted at our discretion
2. Return the Goods in their original packaging, complete with any related accessories or instruction booklets, together with the consignment note filled out as above. All Goods will be inspected on return. It is your responsibility to obtain proof that the Goods have been returned, by returning the items by registered post or by such other means which gives proof of date of postage and delivery. We recommend that you return the Goods by means which allow you to track their return and which insures you for the value of the Goods. We do not accept liability for Goods which are damaged or lost during the shipment to us;
3. Before returning any Goods to us please check that you have:
(i) Filled out the consignment note as above;
(ii) Enclosed all accessories and other material supplied unless informed otherwise;
(iii) Used all packaging that was originally supplied;
(iv) Include your Order Confirmation or other proof of purchase (unless you are returning a gift);
(v) Ensured the return address to our warehouse in Belgium as indicated on the consignment note is clearly visible on the outside of the shipping box;
(vi) Sealed the packaging securely;
4. You will be notified by email once your return has been received and processed. Where you have received the Goods as a gift we will contact you using the email address given at the time of return or where this has not been provided notification will be sent to the original purchaser.

Receiving a refund or Replacement Goods
 Please also note that we will not process your refund until we receive the Goods. Once we receive the Goods, we will:
(i) Examine the Goods you have returned to us to verify whether they are faulty, damaged or if they do not correspond to their description on the Website;
(ii) At your option where the Goods are faulty, damaged or if they do not correspond to their description on the Website: (i) repair the Goods or replace them with new non-faulty or corresponding Goods; or, (ii) refund the price paid for the Goods (along with the original delivery fees). Save that where you have requested, and we are unable to, repair or replace the Goods, we will refund the price paid for the Goods (along with the original delivery fees);
(iii) In any case where the Goods are faulty, damaged or if they do not correspond to their description on the Website, refund to you any delivery costs incurred in returning the Goods to us, provided that you send us satisfactory evidence of the costs actually incurred in returning the Goods. Where such evidence is not provided we will refund you an estimated cost of return postage. Where Goods have been returned pursuant to your right to withdrawal contained in Clause 9 of the Terms and Conditions of Sale, or if the Goods are returned for reason other than them being faulty, damaged or not corresponding to their description on the Website the cost of return shall be at your charge; (iv) Credit the refund for the Goods back to the payment card that you used to pay for the Goods, or repair or replace the faulty or damaged Goods approximately 14 (fourteen) days and in any case no later than 30 (thirty) days from the date that we receive the returned Goods. Where refund is offered on Goods purchased using an e-Gift Card or the credit available on your Account on the Website, the amount will be refunded respectively to the e-Gift Card used to make the purchase or credited to your Account on the Website. Where the e-Gift Card used to make the purchase has expired, we will issue a new one for the refund value;
IF IN OUR SOLE OPINION, THE GOODS YOU HAVE RETURNED TO US ARE NOT FAULTY, DAMAGED, AND CORRECTLY CORRESPOND TO THE DESCRIPTION DISPLAYED ON OUR WEBSITE, OR THEY HAVE NOT BEEN RETURNED IN ACCORDANCE WITH YOUR RIGHT TO WITHDRAW UNDER CLAUSE 9 OF THE TERMS AND CONDITIONS OF SALE, YOU WILL NOT BE ENTITLED TO A REFUND AND WE WILL RETURN THE GOODS TO YOU.

Product Exchange
Product exchange is currently not possible.

Gift returns
If you have received an item as a gift, you may return it to us following the procedure set out above. Where a refund is offered for a returned gift you will receive an e-Gift Card credited with the value of the Goods along with the costs incurred in returning the Goods to us (where applicable as described above) The e-Gift Card can be spent on the Website and will be valid for 1 (one) year. Please ensure your e-mail address is quoted on the consignment note when returning a gift, otherwise we will not be able to provide you an e-Gift Card and any notification concerning your return will be sent to the original purchaser.

When you return Goods, PLEASE NOTE THAT
All items are quality controlled and checked for any faults or manufacturing defects before they are dispatched to you. Should you receive an item that is not in perfect condition please contact us immediately. Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible. Items should be returned in their original packaging to ensure they are adequately protected in transit. We do not accept liability for Goods which are damaged or lost during return shipment to us.

Shoes
We recommend that shoes should be tried on a carpeted surface before wear.

How your personal data are processed
For the processing of your personal data when you return, or receive a refund, please see our Privacy Statement.

+ Warranty

Welcome to The North Face Customer Service!

Please contact us by email, mail or phone.

Our operators will be at your full disposal to help you out with any information you might need.

Check out our frequently asked questions (FAQ) or see below information - you may be able to get some answers to your questions online right now. Thanks for taking the time to contact us.

In Europe :

Address :
The North Face® (Italy) S.r.l
Via Levada 145
31040 Pederobba (TV)
Italy The North Face is a subsidiary of VF Corporation.
For more information visit: www.vfc.com
Please complete the following form to send The North Face a message. We will respond to your request, comment or question as soon as possible. Fields marked with an asterisk (*) are required to submit this form.
  
+ Other regional contact details
Canada

Telephone
1-800-501-3054
1-514-832-0040
Fax: 1-514-832-0062

Address
The North Face® Canada
3260 Rue Guenette
Saint-Laurent, Quebec
H4S 2G5 Canada

United States - Warranty Department

Telephone
1-866-715-3223 (prompt 7)
Monday - Friday
7 a.m.- 4 p.m. (PST)
tnf_consumerservices@vfc.com

Address
The North Face®, Inc.
Warranty Department
14450 Doolittle Drive
San Leandro, CA 94577 USA

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