SALE UP TO 40% OFF | FREE DELIVERY ON ALL ORDERS WITHIN NZ*

FAQs

 

Orders During COVID-19

Due to COVID-19 please allow an additional 2 business days to our current shipping policy to receive your orders. Orders should arrive between 7 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 Store Update

We are pleased to welcome you back to The North Face stores. We're open 7 days a week with various trading hours across our NZ locations. 

Auckland 
11am - 5pm 

Christchurch 
11am - 5pm 

Queenstown 
10am - 6pm

Visit our store locator for more information.

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. 

 

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 your order confirmation. Shipping times vary depending on location in New Zealand.

 

How long will my order take to ship?

DHL's "DOOR-TO-MORE" service is our chosen logistics partner providing a reliable, trackable nationwide service. DHL’s delivery times range from 7-10 days. For more information please visit nzpost.co.nz 

 

Can I return my order and what is your policy?

Yes, The North Face® offers you a 90-day Free Return Policy within New Zealand on goods that have been purchased online (via this website) that are unused and in a saleable condition.

Please visit our Online Return Policy for more information.

 

Can I add, change or delete an item in my order after it's 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 received, 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 received. 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?

DHL's "DOOR-TO-MORE TM " service is our chosen logistics partner providing a reliable, trackable nationwide service. For shipment tracking visit nzpost.co.nz and enter in your tracking number which was supplied in your despatch notification email (starts with a TA).

 

Can I opt to have my item shipped Express?

This service is not available at this time.

 

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 page for your closest store location.


 

The item I received does not match the order, what do I do?

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

Phone:       0800 863 665
Email:        online@thenorthface.co.nz

 

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.

Phone:       0800 863 665
Email:        online@thenorthface.co.nz

 

Do I need a receipt for a faulty The North Face item?

Yes for all warranty claims, proof of purchase is required. Contact our online team as soon as you can by phone or email.

Phone:       0800 863 665
Email:        online@thenorthface.co.nz

 

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.

Phone:       0800 863 665
Email:        online@thenorthface.co.nz

 

Afterpay

Afterpay is now available online on orders from $100 - $1200. 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