How to Return

Our Returns Process

It can take up to 5 working days for us to receive your return from the carrier. Once the return has been received and processed at our warehouse, we’ll send you an email to confirm your refund has been processed. This can take 2-3 business days after we’ve received the returned item from the carrier. Your refund may take up to 14 days to show on your account, depending on the method of payment you used.

Returning Online Purchases

Purchases made on can only be returned via our online return process. Start your return now.

How to Return Steps:

1. Start a return

If you have an account with us or you are an XPLR Pass member, and go to your order history to initiate the return process.

If you purchased as a guest, click on the Track My Order link available at the top of any page on our website. Enter your 8 digits Order Number and the email address you used on your order to initiate the return process. Once you are in the Order Details Page click on the 'Create a Return' button.

2. Schedule

To create a return, you will need to:

  1. Select the item(s) to return.
  2. Select the reason for the return.
  3. Select the preferred return method (take to a drop off point or carrier pick up at desired address).
  4. Arrange a date with the carrier.

On the return confirmation page, click on the 'Print Returns Label' button. This will generate the label you will need to print to return the item(s). You can request as many return labels as needed within the 60 days returns period; after that, you won’t be able to book any further returns.

Please Contact Us if you do not have access to a printer.

4. Pack

Pack the items you would like to return. We encourage you to reuse the bag or box you received to minimize environmental impact where possible. Seal the package securely and attach the return label on the outside of your parcel. 

Please make sure all old shipping labels, stickers and other materials have been removed or covered up.

5. Hand over parcel

Drop off the package at the selected location within the opening hours OR wait for the carrier pick up at your address. Make sure someone is at home when the carrier is scheduled to come to pick up the package.  

See The carrier did not pick up my booked return, if the carrier failed to pick up the package at the scheduleded time.

6. Receive confirmation

You'll receive an email confirmations as soon as your returned products have been received, accepted and processed. This might take up to 2-3 business days after we've received your return.

If there is anything wrong with your return (e.g. products not corresponding to your purchase, products refunded with a decreased commercial value, etc.) we will inform you via email and we might even return the item back to you.

7. Receive refund

Once your return is inspected and accepted by our quality assurance team, we will release your refund to your original form of payment. The whole process, from when you have printed the return label to when the refund is visible on your account, can take up to 14 days.

Note: If you do not want to follow the procedure described above, you are free to choose your preferred return method. Please keep in mind that, if you make a return using a carrier of your choice, instead of one of the free returns option, the cost will be at your expense and you will bear the risk of damage or loss during the shipment until the goods reach us and that the return and refund process may take longer.

Where to Find Your Order Number

You can view your order number on the order or shipping confirmation email we sent to you. If you are an account holder, you can log into My Account and click on Orders to find your order number.

Where to Find Your Prepaid Return Shipping Label

To get a free returns label, please go to How to Return an Online Purchase and follow the steps to book a return. You will be prompted to generate a returns label to print.

Help! I Can’t Print the Return Label.

If you are unable to print a returns label, please Contact Us.

How to Return an Order Placed at a Store but Delivered to the Store or Your Home

Items from the online stock purchased at a store and delivered to the store or your home can be returned either online or at the same The North Face-owned and operated store where you made your purchase. This excludes partner and concession stores.


When returning your purchase online, please follow the standard Online Return Procedure. These online returns can ONLY be refunded in the form of a digital gift card that are subject to our standard Gift Card Terms And Conditions.

How to Return an Order Purchased Online and Collected in Store

Items purchased online and collected at a store can be returned via our Online Return Procedure. You can Start a Return here.

How to Return an Order Reserved Online and Purchased in Store

Items reserved online but purchased in a store can be returned only in the same store. This excludes partner and concession stores. 

The Carrier Did Not Pick up my Booked Return

If for any reason your package is not collected on the day you’ve booked, please follow our usual returns instructions and book another pick up free of charge. Start a new return here.

Still have questions? Check out our FAQs for more information.

In case of questions or if you need assistance, please contact our Customer Care

Still have questions? Check out our FAQs for more information.

In case of questions or if you need assistance, please contact our Customer Care