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WITHIN NEW ZEALAND

FAQs

FAQs

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 60-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 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 you place your order on thenorthface.co.nz we are unable to change any of the details. Please contact our Customer Service Team by phone or email further enquiries. 

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

 
How will I know when my order is shipped?

Our warehouse will send you an automated email once your order is despatched with your tracking number included.  Please allow 3 business days after you receive this notification for your tracking number to become live. 

 
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 Contact Us page for store locations.

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

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

 

Can Gift Vouchers been redeemed or purchased online?

We do not currently offer this service.

 

Are prices the same online as in store?

Yes, all The North Face flagship stores have the same prices as our website.

 

Can you ship product from international ranges into Australia on my behalf?

No, this service is not available.

 

How do I wash my GORE-TEX jacket?

All The North Face garments have cleaning instructions on a tag inside the garment. In most jackets, you will find the tag stitched in the seam at the waist. Please visit our Product Care page for more information.

 

My shell jacket does not keep me dry anymore. What can I do?

Please visit our Product Care page for details.

 

How do I wash my down jacket?

Periodic cleaning of down jackets is essential to maintaining maximum loft and ensuring the long life of the product. Please visit our Product Care page for more information.

 

What do I do if the feathers in my down jacket are falling out?

In the case of products manufactured with goose down, it is natural during the early stages of ownership for some of the down to escape through the fabric, particularly at the seams. As the down settles with normal use this should stop. Please visit our Product Care page for more information.

 

How can I get replacement parts for my The North Face tent?

Replacement fly zips and poles are available for some models of our tents, and in some instances repairs are possible. Please visit our Product Care page for details.

 

What is The North Face® warranty policy?

Please visit our Warranty Policy page for information.

 

What does it mean by lifetime warranty?

Our products are covered under warranty, to the original owner, for the lifetime of the product. Unfortunately, this does not mean your lifetime. Your The North Face® sleeping bag may not survive to the ripe old age of 70. (But we have heard from folks whose well-loved and cared for 1973 Superlight sleeping bags are still going strong!) Please visit our Warranty Policy page for more information.

 

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