FAQs

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.

Please note Gift Cards are currently not available for purchase online, however any gift cards you currently have can continue to be redeemed online.

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® usually 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.

From the 1st of November 2022, enjoy our extended 60-day Returns Policy on all online purchases through to 16th January 2023.

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 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
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.

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.

Simply add your items to your online shopping bag.
Select Afterpay as your payment method at checkout.
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?

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