FAQ

Can I change or cancel my order ?

Please contact Customer Service immediately if you want to cancel an order. Once the order is confirmed, it is almost impossible to make any changes or cancel. We try to process orders very quickly in order to meet our delivery times. Of course you have a right of return and can send the ordered items back to us. 

Can I order by telephone?

Unfortunately, we are currently unable to accept orders over the phone.

How can I be sure that my order has arrived?

As soon as you have placed your order, you will receive an order confirmation by email to the email address you provided. If you have not received an order confirmation via e-mail, check your spam folder. If you cannot find it, please contact our customer service team. 

What email notifications will I receive during my order?

When you have completed your order, you will receive the following email notifications:

Order Confirmation : The confirmation that we have received your order. This email should arrive a few minutes after placing your order. All orders are subject to availability. If it turns out that an item is not available after you have placed your order, we will contact you and refund you the corresponding amount for the incomplete or canceled order.

Shipping information: You will receive this email as soon as your order has lbeen fulfilled. You will receive one (or more) tracking number (s) that you can use to track your order from our warehouse to your delivery address. It can take up to 24 hours for this tracking information to be updated in the carrier's system. 

Returns and Refunds: We will send you an email as soon as your return has been received by our warehouse. Then we will arrange the reimbursement after the necessary checks. You will receive another email as soon as we have refunded the value of your goods.

Why was my order canceled?

Your order may have been canceled due to problems with your credit card. In this case, please contact your bank for further questions.

Can I add an item to my order after I have already submitted it?

Once the order is confirmed, it is almost impossible to make any changes or cancel. We try to process orders very quickly in order to meet our delivery times. If you want to order additional items, you should place a new order online.

What forms of payment are accepted?

We accept American Express, MasterCard, Visa, Paypal, and Klarna

When will my card be charged?

Your credit or ED card will be charged with the total price of your order when it is placed.

Is it Safe to Shop at The North Face® Renewed Online Shop?

Yes. You can shop with us with peace of mind, because we do everything to ensure the security of your orders and personal data.

What is delivery time and cost?

Delivery cost is 4,35 . Normally our delivery takes between 3-5 working days.

How long will it take for my order to be delivered?

We try to process every order within two working days. Deliveries are made Monday through Friday during normal office hours. There are no deliveries on weekends or on public holidays. 

Standard: 2-4 working days

It may take longer to process your order during sale times. 

Authorizing the payment can delay the delivery time by up to 7 days. 

Which delivery service do you use?

Standard shipments and deliveries are carried out by PostNL.

Where do you send the goods from?

All items are shipped from The Renewal Workshop warehouse Amsterdam, The Netherlands.

Which countries does The North Face Renewed deliver to?

Currently, we only ship to Germany in the EU. Feel free to let our Customer Service team know if you want Renewed where you live.

Can I have my order delivered to an address other than the billing address?

Yes, you can have your order delivered to an address that differs from the billing address. In the course of the ordering process, you can enter a different delivery address after entering your billing address. Please note that the delivery address must be in Germany.

Can I change the delivery address after I've submitted my order?

As we strive to process your order within one working day, unfortunately we cannot change the delivery address after your order has been submitted. 

What kind of return rights do I have at The North Face Renewed?

You can return items within 30 days. All returns must be unworn and in their original condition. You can find more information in the "Return Policy" section. Please use our online Return Center to process your returns.

Can I exchange items?

Due to the individual nature of renewed items, we cannot offer exchanges. If you would like a different size or color, simply send the item (s) back to us and order a new one. As soon as we have received the return and processed it, we will refund your payment immediately.  Returns are free of charge for you.

Will I also be reimbursed for the shipping costs that I incur by returning my goods?

We will refund you the order price of the returned item. Shipping costs are excluded from the refund. (This does not apply to returns due to incorrect, faulty or damaged items.)

When will I get my refund?

We will process your refund as soon as the returned goods have been examined by our quality assurance team. Once your return is accepted, it can take up to 14 days for The North Face® to be reimbursed by your financial services provider (e.g. your credit card company). Note: the time it takes to get a refund depends on your financial service provider and can vary.

What do I do if I received the wrong item?

Please contact Customer Service

What do I do if the item was delivered damaged or defective?

Please contact Customer Service

Can I use the same Account on The North Face Renewed as I use on The North Face? 

Unfortunately, no. The sites are operated independently. You can create an account to keep track of your Renewed purchases here.

How do I log into the Renewed online shop?

If you already have a customer account, simply click on "SIGN IN" at the top of the screen, or click here and enter your email address and password.

If you do not have a customer account yet, click here and create your customer account.

How does the Renewed process work?  

Learn more about how all products are restored to Like New condition here.