FAQs

 


ORDERS DURING COVID-19

Due to COVID-19 please allow an additional 2 business days to our current shipping policy to receive your order as there are delays with Australia Post. Orders should arrive between 5 and 12 business days.


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 90 days. 

 

COVID-19 AND STORE HOURS

We are pleased to welcome you back to The North Face stores on Wednesday 20th May. Visit our store locator to find out your local stores opening hours. 

At The North Face, the health and safety of our community, of our customers and employees remains our top priority so we have also implemented new in-store measures to help keep our teams and customers safe.

  • Providing hand sanitiser
  • Practicing social distancing in-store
  • Cleaning more frequently - we have increased our cleaning and hygiene program including regular surface cleaning of high touch areas
  • Store capacity limit
  • Contactless payments - we kindly request all customers to use card payment where possible

You can still shop our full range online, 24 hours a day and 7 days a week. Please note, due to high demand your orders may take a few extra business days to arrive. 

The North Face Family.

 

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 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.

 

CAN I RETURN MY ORDER AND WHAT IS YOUR POLICY?

Yes, The North Face® offers you a 90-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?

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 90 day returns, within the terms of our Return Policy. 

 

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?

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

 

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

 

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