FAQ's

 

PRODUCT CARE SHIPPING ORDERS RETURNS PAYMENT METHODS E-GIFT CARDSMY ACCOUNT

 

PRODUCT

HOW SHOULD I CARE FOR MY PRODUCT?

Please refer to our Product Care page here.

 

SHIPPING

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 12 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.

 

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

 

DO YOU SHIP OVERSEAS?

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

 

EXPRESS SHIPPING

HOW CAN I TRACK MY EXPRESS SHIPMENT?

You will receive an Australia Post tracking number via email once your order is dispatched from our warehouse.

You can use this number on the Australia Post website to track your package or click here

 

WHAT SHOULD I DO IF MY EXPRESS SHIPMENT HASN’T ARRIVED?

Check the tracking information first. If you have concerns, please contact our customer service within 7 days and we will liaise with Australia Post on your behalf.

 

IS EXPRESS SHIPPING AVAILABLE FOR ALL PRODUCTS?

All products are eligible for express shipping at a fee of $15.

 

WHAT IF I’M NOT HOME WHEN MY ORDER IS DELIVERED?

As our shipping service is a signature required delivery service; Australia Post will take your order to a nearby post office for collection.

You can choose to authorise a safe drop via. your Australia Post tracking link, however please ensure that you read and understand the terms and conditions associated with this option.

 

ORDERS

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

Unfortunately, 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?

Unfortunately, once your order is placed, it is too late to cancel an order. You are welcome to return your order once recieved. We offer free 30 day returns, within the terms of our Return Policy. 

 

CAN YOU INCLUDE A GIFT RECEIPT WITH MY ORDER?

We unfortunately do not offer a gift receipt option for online orders; however, a customer manifest is included in the delivery which shows the item(s) ordered and the name of the person who has placed the order. Please note there is no pricing included on this manifest.

 

DO YOU OFFER GIFT WRAPPING SERVICES?

Unfortunately, we do not currently offer a gift-wrapping service for online purchases.

 

MY ORDER IS A GIFT, CAN THE PRICE BE REMOVED?

Due to the high volume of orders in our warehouse, we are unable to remove prices from the items, including the swing tags.

 

RETURNS

CAN I RETURN MY ORDER AND WHAT IS YOUR POLICY?

Yes, The North Face® offers you a 30-day Free Return Policy within Australia on goods that have been purchased online (via this website) that are unused and in a saleable condition.

Orders placed between 15th November 2025 to 31st December 2025 qualify for our extended 60-day Returns Policy.

Please visit our Return Policy for more information.

 

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

Yes, you can return or exchange an order at any of The North Face® flagship stores provided you have proof of purchase. See our Store Locator to find your nearest flagship store.

 

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

Simply email our online team as soon as you can.

Email:        online@thenorthface.com.au

Phone:   1800 863 665  
Please note: our operating hours are Monday through to Friday 9am to 5pm (AEST).

 

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

Simply email our online team as soon as you can.

Email:   online@thenorthface.com.au

Phone:   1800 863 665  
Please note: our operating hours are Monday through to Friday 9am to 5pm (AEST).

 

PAYMENT METHODS

WHAT IS AFTERPAY?

Afterpay is a buy now, pay later platform that lets you pay for your items in 4 instalments over 6 weeks, interest free. For more information, visit the Afterpay website. 

Late fees, eligibility criteria and T&Cs apply. Afterpay Australia Pty Ltd Australian Credit Licence 527911.

 

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

 

ZIP PAY

Choose Zip at checkout and own the way you pay. Repayments from as little as $10 a week. No upfront payments. Interest free always.

How it works:

1. Apply for a Zip account in seconds at zip.co/apply
2. Add item(s) to your basket and select Zip as your payment method at checkout.
3. Complete your checkout and pay nothing today. Choose how you pay - weekly, fortnightly or monthly.

Available to Australia customers and shipping addresses only.Learn More

 

APPLE PAY

When using Apple Pay, the payment method may automatically apply saved address details from your Apple Wallet, which can override the information you entered during checkout. This can result in shipping or billing addresses being incorrect. To avoid this, please double check all address fields before confirming your order, especially if you've recently updated your Apple Pay or shipping information.

 

CAN I INITIATE A REFUND OR RETURN FOR AN ORDER PAID THROUGH AFTERPAY OR ZIP PAY?

Absolutely. If you've used Afterpay or Zip as your payment method at checkout, you're still eligible for our standard refund and return process. Simply follow our regular guidelines for initiating a refund or return. Please note however, that these payment methods can only be returned using our online return process and can not be returned in our retail or outlet stores.

 

WHAT HAPPENS IF I REQUIRE A REFUND AND PAID USING AFTERPAY? 

Items purchased with Afterpay can be returned for a refund, subject to our Returns Policy. Returns or refunds will be processed and Afterpay will be advised. Your payment plan will then be adjusted to reflect the new total order value. If you have already made a payment, this will be refunded to you via Afterpay.

 

WILL MY INSTALLMENT PLAN BE ADJUSTED IF I RETURN ITEMS?

Yes, it will. When you return items, the refund amount will be applied to your order and, if necessary, the installment plan with Afterpay, Zip, will be adjusted to reflect the new total. This ensures that you're only billed for what you've kept.

 

ARE THERE ANY DIFFERENCES IN THE RETURN PERIOD FOR ORDERS USING THESE PAYMENT METHODS?

No, the return period remains the same for all orders, regardless of the payment method. Our standard return policy applies equally to purchases made through Afterpay/Zip Pay.

 

WHAT IF I'VE ALREADY MADE SOME PAYMENTS BUT WANT TO RETURN PART OF MY ORDER?

If you've already made payments on your order and wish to return only a portion of it, the refund will be processed for the returned items, and your installment plan with Afterpay, Zip, will be adjusted accordingly. You'll continue with the remaining instalments based on the adjusted order total.

 

HOW SOON WILL I RECEIVE MY REFUND FOR A RETURN MADE THROUGH THESE PAYMENT PROVIDERS?

Once we receive and process your returned items, we will initiate the refund within our standard processing time. Afterpay, Zip Pay will then adjust your installment plan, if applicable, to reflect the updated order total. Our standard refund processing timeframe for all payment methods is 3-5 business days from the date of processing your return. For any additional questions or concerns, feel free to contact our customer support team. We're here to assist you throughout the process and ensure a seamless experience with your refund or return, regardless of the payment method used.

 

E-GIFT CARDS

HOW DO I REDEEM MY E-GIFT CARD AT CHECKOUT?

To apply your Gift Card, please follow these simple steps:

1. Proceed to the checkout page.
2. When you reach the payment section, you will be prompted to enter your Gift Card number and Pin.
3. Enter both in their the designated field to redeem your balance.

 

• 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. 

 

MY ACCOUNT

I RECEIVED AN SMS FROM “THENRTHFACE,” IS THIS LEGITIMATE?

Yes. Our official SMS communications use the sender name “TheNrthFace” for exclusive promotions, sales, and product launches.

 

HOW CAN I RECEIVE THE LATEST NEWS AND PRODUCT OFFERS?

To sign up for marketing updates, create an account here. You’ll be able to hear about the latest products, news, events, and sales from The North Face Australia.

 

HOW DO I UPDATE MY ACCOUNT INFORMATION?

Log in on the Account Page and click “Edit” on the Profile section to update your personal details. To update your address, click “Add New” or “View” on the Address Book section. You can also change your password, view your order and return history, and check your gift card balance on the Dashboard. If you would like to delete your account, or would like further assistance, feel free to contact our customer support team.