FAQ's
PRODUCT CARE SHIPPING ORDERS RETURNS PAYMENT METHODS E-GIFT CARDS
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 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.
Do you ship to PO Boxes and/or Private Bags?
We are unable to ship orders to PO Boxes and/or Private Bags.
ORDERS
Please visit our Online Return Policy for more information.
Can I add, change or delete an item in my order after it's 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 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 30 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 nzcouriers.co.nz. Enter the tracking number supplied in your dispatch notification e-mail into the ‘Bar code’ section.
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 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 New Zealand 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.
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
Please note our Customer Service operating hours are between 8.30am and 5pm AEST.
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
Please note our Customer Service operating hours are between 8.30am and 5pm AEST.
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
Please note our Customer Service operating hours are between 8.30am and 5pm AEST.
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
Please note our Customer Service operating hours are between 8.30am and 5pm AEST.
PAYMENT METHODS
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.
How does the refund process work with these third-party payment methods?
Once your returned items are received and inspected, we will initiate the refund through our system. 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 only, and your installment plan with Afterpay and Zip will be adjusted accordingly. You'll continue with the remaining instalments based on the adjusted order total. 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.
Kindly be advised that when you complete a purchase using Afterpay/Zippay as your chosen payment method, Afterpay/Zippay covers the full payment for the product on your behalf. In the event of a product return, our standard return processing timeframes will apply, irrespective of the payment method originally used. Consequently, if a payment is scheduled during the period between returning your goods and the completion of your refund processing, it will be necessary for you to settle this instalment. Upon the completion of the return processing and refund, we will initiate a full refund to Afterpay/Zippay, who will then reimburse any payments made up to that point.
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.
Afterpay
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?
- Safer - Paypal keeps your financial information securely encrypted so you can pay online with confidence.
- Flexible - Link all your cards and bank accounts and choose which one to use at checkout.
- Convenient - Pay with Paypal on millions of sites on your computer or mobile, an in apps.
- Protected - You can be refunded with Buyer Protection.
For more information, visit the Paypal Website
E-GIFT CARDS
How do I redeem my Gift Card during checkout?
To apply your Gift Card, please follow these simple steps:
- Proceed to the checkout page.
- When you reach the payment section, you will be prompted to enter your Gift Card number and Pin.
- Enter both in their the designated field to redeem your balance.
- 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.