FREE SHIPPING ON ALL ORDERS WITHIN AUSTRALIA*

FAQs

 

COVID-19

The health and safety of our community, of our customers, employees and athletes across the world remains our top priority.

In response to COVID-19, The North Face will temporarily close all of our stores in Australia and New Zealand from Friday 27th March until further notice.

You can still shop our full range online, and we will keep you updated by email. You can also reach us at online@thenorthface.com.au. 

Our commitment to the community is at the forefront of everything we do. This global crisis has reminded us that empathy is a key driver of exploration, and when faced with adversity we’ll continue to do our part to champion that spirit of exploration. We believe that distancing, shouldn’t mean disconnection.

The North Face Family.

 

STORE RETURNS

The North Face has extended the return period for any retail purchase made in any Australian or New Zealand The North Face store, for a period of 3 months after the reopening of our stores – whenever that occurs.

 

HOW DO I USE MY E-GIFT CARD?

  • Using The North Face E-Gift Card couldn’t be easier, you simply enter your E-Gift Card number in the payment section provided at the checkout when you are ready to make your purchase.
  •  Upon receiving The North Face E-Gift Card via email you will be presented with an E-gift card number that can be redeemed online.
  • If the items purchased total less than the E-Gift Card amount, the remaining funds will remain on the E-Gift Card to use on the next purchase, if the items purchased exceed the E-Gift Card amount the remaining value must be paid by card in order to complete the order.
  • Gift Cards take up to 4 hours to be delivered to your preferred email address.
  • Items bought using E-Gift Cards can be returned or exchanged but not refunded, only additional monies paid over and above the E-Gift Card will be refunded and a new E-Gift Card will be issued or funds allocated to your existing E-Gift Card applied.

For full details please see our E-Gift Card Terms & Conditions

 

WHEN WILL I RECEIVE MY ORDER?

The North Face will make best efforts to dispatch all orders within 2 business days from the order confirmation. Shipping time varies depending on location.

 

HOW LONG WILL MY ORDER TAKE TO SHIP?

Australia Post is our chosen logistics partner providing a reliable, trackable nationwide service. We will make best efforts to deliver products within 5 to 10 working days to the address specified by you during the purchase process, with extended delivery time for further regional areas (WA, Far North QLD & NT).

For more information please visit Australia Post.

 

CAN I RETURN MY ORDER AND WHAT IS YOUR POLICY?

Yes, The North Face® offers you a 60-day Free Return Policy within Australia on goods that have been purchased online (via this website) that are unused and in a saleable condition.

Please visit our Return Policy for more information.

 

CAN I ADD, CHANGE OR DELETE AN ITEM IN MY ORDER AFTER ITS COMPLETED?

Unfortunatelty, once your order is placed, it is too late to change or delete it. If you would like to change your order after it has been recieved, we offer free returns, within the terms of our Return Policy.

 

CAN I CANCEL MY ORDER?

This will depend on whether we have processed and/or dispatched your order. If you want to cancel your order please call or email our online team as soon as possible by phone or email.

Email:        online@thenorthface.com.au

 

 HOW WILL I KNOW WHEN MY ORDER IS SHIPPED?

Our warehouse will send you an automated email once your order is dispatched with your tracking number included.

 

HOW CAN I TRACK MY ORDER?

Australia Post is our chosen logistics partner providing a reliable, trackable nationwide service. For shipment tracking visit Australia Post

 

CAN I OPT TO HAVE MY ITEM SHIPPED EXPRESS?

No. We use the standard Australia Post service. Australia Post estimated delivery times range from 5-10 days with extended delivery time for further regional areas (WA, Far North QLD & NT). 

For more information please visit  Australia Post

 

DO YOU SHIP OVERSEAS?

We only ship to Australia from thenorthface.com.au and to New Zealand from thenorthface.co.nz.

 

CAN I RETURN MY ORDER TO A THE NORTH FACE® STORE?

Due to COVID-19 our reatil stores are closed, please email online@thenorthface.com.au

 

WHAT HAPPENS IF I CANNOT LOCATE MY PROOF OF PURCHASE FOR A RETURN?

Simply call or email our online team as soon as you can by phone or email.

Email:        online@thenorthface.com.au

 

THE ITEM I RECEIVED IS DAMAGED, WHAT DO I DO?

Simply call or email our online team as soon as you can by phone or email.

Email:   online@thenorthface.com.au

 

AFTERPAY

Afterpay is now available online. You can now receive The North Face purchases now and pay for them over 4 equal fortnightly payments.

  1. Simply add your items to your online shopping bag
  2. Select Afterpay as your payment method at checkout
  3. From here, follow the prompts to create an Afterpay account to pay the first of our four instalments up front.

For more information, visit the Afterpay website

 

PAYPAL

Paypal is a safe way to pay faster online without entering credit or debit card details each time.

WHY PAYPAL?

    1. Safer - Paypal keeps your financial information securely encrypted so you can pay online with confidence.
    2. Flexible - Link all your cards and bank accounts and choose which one to use at checkout.
    3. Convenient - Pay with Paypal on millions of sites on your computer or mobile, an in apps.
    4. Protected - You can be refunded with Buyer Protection.

For more information, visit the Paypal Website