Terms of sale

PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF SALE BEFORE PLACING AN ORDER ON THIS SITE
1. What kind of document is this? Why is it important?
These terms and conditions of sale ("Terms of Sale") govern the purchase of the products we promote and sell on this Site ("Products") and the shipping of those Products to the countries to which we deliver. "Site" means the website located at http://www.thenorthface.eu. When you purchase something from this Site, we ask you to accept these Terms of Sale, and if you do so, a contract is formed between you and us, subject to these Terms of Sale. It is therefore important that you read these Terms of Sale carefully before ordering Products from this Site ("Order").
If you need more information, please check our FAQ page or contact our customer care team as indicated on our Contact Us page .
2. Who are we?
In these Terms of Sale, “VF,” “we,” "THE NORTH FACE®," and “us” refer to the retailer of the Products, that is, the VF Group company responsible for selling to consumers in the country you select for delivery of the Products. To find the VF company selling to you, you can see the full list here . If you have already made a purchase, you can also check the company shown on your receipt. We can be contacted as indicated on our Contact Us page , which is managed by our customer care team. Our customer care team is managed, at various times, by our affiliated company, VF NORTHERN EUROPE LTD, with registered offices at C/O Brodies Llp, Capital Square, 58 Morrison Street, Edinburgh, SCOTLAND, or by our third-party service provider, Concentrix Services Bulgaria EOOD, with registered offices at 29 Atanas Dukov Str, Rainbow Center, Sofia, Bulgaria. “You” means you, the customer.
3. Are the descriptions of Products and prices impeccable?
Please note that our systems are regularly updated to reflect product availability at the time you place your order. However, we cannot guarantee that products will always be available when you place an order, particularly due to technical updates that may be implemented or simultaneous orders from other customers. In this regard, if a product included in your order is unavailable, we will partially reject your order for the unavailable products.
In addition, the colors you see on your screen may depend on your computer system and settings, so we cannot guarantee that your computer will accurately display those colors.
We reserve the right to change the information about the Products displayed on our Site, including prices, descriptions, and availability. However, such changes will not affect Orders for which you have already received an Order Receipt email (see below).
4. How can I buy something on this Site?
Here we describe all the steps required to purchase something on our Site (in legal terms: to conclude a purchase agreement). The process below will be available in the following languages, also depending on the country website you access: English, French, German, Italian, Spanish, Dutch, Polish, Portuguese, Danish, Swedish, and Czech .
The concluded agreement will be provided to you at the end of the process and will also be accessible to us in the future – but cannot be changed.
Step 1: You place an Order
To complete a purchase, you must first place an Order for Products. This Order must then be accepted by us.
To place an Order, you must be 18 years or older. To place an Order, you must select the Products on the Site, select your preferred shipping method, and any other optional services you wish, and finally click the "Pay Now" button. We will not accept Orders placed in any way other than as described above. 
2nd step: we confirm receipt of the Order
When you place an Order through the Site, you will receive an automated email confirming receipt of your Order ("Order Receipt Email"). The Order Receipt email will contain the full details of your Order (including your Order Number, Product information, pricing, your shipping address, delivery charges, and more). Please note that the Order Receipt email does NOT constitute acceptance of your Order. 
3rd step: We confirm that the Products have been shipped – Agreement concluded!
When your Order is accepted by us, we will send you an email confirming that all or some of the Products have been dispatched (“Dispatch Confirmation email“).
Once you receive the Shipping Confirmation email, your Order is finally accepted by us and the purchase agreement between you and us is concluded in relation to the Products shipped at that time. This agreement comprises: your Order; our Order Receipt; our Order Receipt email and Shipping Confirmation email; and the then-current Terms of Sale. No other terms will apply.
The Shipping Confirmation email will contain an uneditable copy of the version of the Terms of Sale applicable at the time the purchase agreement is concluded, for your future reference. 
If Orders are not accepted
While we do our best to always accept Orders, we may still decline an Order in certain circumstances, for example:
i. If you provide us with incomplete, incorrect, or fraudulent information about your identity, age, payment information, billing information, shipping address;
ii. If we discover that there was an error on our Site relating to the Products you ordered, for example in relation to the price or description displayed;
iii. If the Products you ordered are unfortunately out of stock or no longer available;
iv. If we have reasonable grounds to believe that you intend to resell the Products.
If we are unable to accept your Order, we will contact you by email as soon as possible, but in any event no later than 30 days from the date of your Order. If we are unable to accept your Order because the Products are no longer available, or because of an error in the price and/or other information on our Site, we will refund any amount you may have already been charged for those Products.
If you've selected an ABM, we may, in exceptional circumstances, have already collected your payment and then discover that the Products may be unavailable. In that case, we will contact you immediately and issue a full refund.
5. How can I pay for the Products?
We accept various payment methods for purchases on this site. Please see our Payment Terms for full details . 
6. When will the products be delivered? Can I track my shipment?
We offer a range of delivery options, allowing you to choose the one that best suits your needs. Specific terms and conditions, as well as different delivery charges, may apply to each delivery option. Please see our Terms and Conditions for full details.
You can track the shipment of your Products by clicking the "Track My Order" link in your Shipping Confirmation email. Please note that this link will take you to the courier's website, which is not controlled by us. 
7. I want to return a product purchased here. What should I do?
We hope you're thrilled with your purchase from THE NORTH FACE®, but we understand you might want to return some or all of our products. You can return products within 30 days of receipt (right of withdrawal) if you're not satisfied or have changed your mind.
The withdrawal period expires 30 days after the day of delivery. 
To meet the withdrawal deadline, it is sufficient for you to send your request concerning your exercise of the right of withdrawal before the withdrawal period has expired. To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement. 
THE NORTH FACE® has established an automated, free returns procedure available via this link. We recommend that you follow this procedure for your returns. You may also send us a request to cancel your purchase by using the 'Model Cancellation or Withdrawal Form' below as set out in EU Directive 2011/83 Consumer Rights: 
To [...] 
I/We [*] 
hereby give notice [*] that I/we [*] cancel my/our [*] contract of sale of the following goods/for provision of the following service [*], Ordered 
on [*]/Received on [*], 
Name(s) of consumer(s), Address of consumer(s), Signature of consumer(s) (only if this form is submitted on paper), Date
 [*] Cross out what is not applicable. 
You can also return defective Products within 2 years or within the longer period determined by your local law (statutory guarantee for consumer goods).
During this period, you only need to prove the product's lack of conformity. Upon receipt of a returned item, we will inspect the defective product(s) to confirm that the return falls under your legal warranty. If so, we will fully refund the amount you paid for the product, including return shipping costs, using the same payment method used for the purchase. 
You can also return defective Products within 2 years or within the longer period determined by your local law (statutory guarantee for consumer goods).
In both cases, you can receive a refund. Please see our Returns Policy for full details, terms, and instructions.
8. Who can I call if I have problems with a purchase or a product, or if I want to file a complaint? Does THE NORTH FACE® offer after-sales customer support?
If you have experienced any problems or wish to make a complaint about a Product or a purchase you made through this Site, or if you simply require after-sales support, you may contact us as indicated on our Contact Us page which is managed by our customer care. 
Our customer care is managed alternately by our affiliated company VF NORTHERN EUROPE LTD, with registered offices at C/O Brodies Llp Capital Square, 58 Morrison Street, Edinburgh, SCOTLAND, or by our third party service provider Concentrix Services Bulgaria EOOD, with registered offices at 29 Atanas Dukov Str, Rainbow Center, Sofia, Bulgaria.
9. What is THE NORTH FACE®'s liability if something goes wrong with a purchase or a Product?
Our liability for damages caused by slight negligence shall be limited, regardless of its legal basis, as follows: (i) we shall be liable up to the amount of the foreseeable damage typical for this type of agreement, attributable to a breach of material contractual obligations; (ii) we shall not be liable for slightly negligent breach of any other applicable duty of care.
The above limitations of liability shall not apply to any statutory liability, nor to liability for intentionally caused personal injury. Furthermore, such limitations of liability shall not apply if and to the extent that VF has assumed a specific guarantee. The above provisions shall apply in accordance with our liability for futile efforts.
In any case, you must take appropriate measures to prevent and reduce damage.
THE NORTH FACE® please note that we cannot be held responsible for delays or failure to perform our obligations under these Terms of Sale if such delay or failure is caused by circumstances beyond our reasonable control, including, for example, natural disasters, war or civil disturbances, strikes, government intervention, failures of our supplier(s), or your failure to provide us with accurate information or make due payments. We will notify you of any such unforeseen event as soon as possible after it occurs and will do our best to mitigate its impact on our performance as reasonably possible. Should this interruption last for more than 2 weeks, you will be entitled to cancel the Order and receive a refund.
Nothing in these Terms of Sale shall affect your statutory rights as a consumer, such as the right of withdrawal or the right to a free guarantee period for defective goods as set out in paragraph 7, and nothing in these Terms of Sale shall exclude or limit any liability of THE NORTH FACE® that cannot be excluded or limited under applicable law.
10. Is my personal data collected and processed on this site? Why? How?
By placing an order, you agree that we may store, process, and use your personal data for the purposes of processing your order. We will process your information in accordance with our Privacy Policy.
11. Use of the Site
Use of this Site is also subject to our Website Terms of Use .
12. What is the applicable law? And what is the competent court for disputes? Does THE NORTH FACE® adhere to a code of conduct?
These terms and conditions of sale are governed in all respects by the law of the country of delivery applicable to your order, subject to the application of mandatory provisions of the law of the country in which the consumer has their habitual residence. The competent courts of that same country have exclusive jurisdiction for any dispute arising from a purchase on this website, with the exception of any right of the consumer, pursuant to a mandatory provision of the law of the country in which the consumer has their habitual residence, to bring or have brought an action before the competent courts of the place where they have their habitual residence. 
13. Gift voucher
The North Face gift cards are available for purchase in our own stores and on our websites in Belgium, Denmark, Germany, France, Italy, Austria, the Netherlands, Spain, the United Kingdom and Sweden.
The North Face gift cards can also only be purchased online in the Czech Republic, Portugal, Finland, Poland and Luxembourg.
Gift cards are valid for 3 years after purchase. If you purchased a gift card in one of our own stores or on our website, or received one as a gift/refund ( Return Policy – ​​ROLO Chapter ), you can only redeem it in the country of purchase. (Store Locator).
Please keep your Gift Card's number and bar code physically intact and legible. It could be impossible to redeem a Gift Card if the number / bar code get lost.
Please ensure the number and barcode on your Gift Card remain undamaged and legible. If the number/barcode is lost, the Gift Card may no longer be redeemable.
Gift cards have a minimum value of EUR 24 (GBP 24) and a maximum value of EUR 500 (GBP 450).
If the balance on your gift card is insufficient, another payment method can be used for the remaining amount (e.g. credit card).
Returned items purchased with a gift card will be refunded to the original gift card. For returned items purchased with a gift card and another payment method, both amounts will be refunded using the corresponding payment methods.
Gift cards cannot be exchanged or returned, in whole or in part, for cash or any other payment method, nor can they be refunded in case of loss, theft, or damage. Gift cards cannot be used to purchase other gift cards.
Terms of sale - terms of delivery
We offer a range of delivery options for receiving Products purchased on our Site. You can choose the option that best suits your needs. 
1) Standard Shipping:
  • FREE Service, delivered within 2-3 business days.
  • Delivery takes place Monday to Friday during office hours (Monday to Saturday in the UK).
  • When checking out, select Standard Delivery.
  • Orders placed before 12:00 noon Monday through Friday will be shipped the same day.

2) Free Delivery to UPS Access Point:

  • Only available in : Belgium and Luxembourg.
  • FREE service, delivered within 3-5 business days
  • Collection is available 7 days a week from an approved UPS destination.
  • Select the Collection Point at the time of payment.
  • Orders placed with UPS Access Point will be shipped the next business day.

Pick up point: 
  • Only available in: UK, France, Germany, Italy, Spain, Netherlands, Belgium and Luxembourg
  • FREE service, delivered within 2-5 business days
  • Collection is possible 7 days a week, depending on store opening hours.
  • Orders placed before 11am (GMT) Monday to Friday will be shipped the same day
3) FREE Click & Collect at a BRAND store:
  • Only available in : Berlin (Germany), Birmingham (UK), Copenhagen (Denmark). Kingston (UK), Milan (Italy).
  • FREE delivery to your local BRAND store within 1-2 business days.
  • Pickup is available 7 days a week, depending on store opening hours. You'll be notified by email when your order is ready for pickup.
  • Select Collection Point when paying.
  • Click & Collect orders placed before 11:00 AM will be shipped from our warehouse the same day, on business days only.

Express Delivery:

  • Fast delivery available, within 1-2 business days.
  • Delivery from Monday to Friday during office hours.
  • Select Express Delivery at Checkout, with costs depending on the market.
  • Express Orders placed before 12:00 AM Monday through Friday will be shipped the same day.

Track shipment

You can track the shipment of your Products by clicking the "Track My Order" link in your Shipping Confirmation email. Please note that this link will take you directly to the courier's website, which is not controlled by us.

Please note the following :

  • We aim to deliver within the times stated above, but delivery dates are not guaranteed as shipments are handled by third parties, which are subject to the carrier's local bank holidays.
  • Last guaranteed delivery date for Christmas: Place your order by December 20th to ensure it arrives in time for Christmas.
  • We will not be able to change the shipping address on orders after payment has been made.
  • If no one is present at the designated shipping address to accept the Products, the carrier will leave a notice in your mailbox. 
  • The title to and risk of loss of the Products shall pass to you upon your taking possession of the Products.
  • All Products are shipped from our warehouses in Sint Niklaas, Belgium

We only deliver to : Austria, Belgium, Denmark, France, Finland, Germany, Netherlands, Ireland, Italy, Luxembourg, Norway, Poland, Portugal, Spain, Sweden, Switzerland and United Kingdom (including Northern Ireland and Isle of Man)

We do not deliver to the British Overseas Territories, the Channel Islands, Gibraltar and British Forces Post Offices, Livigno, Vatican City and the Republic of San Marino, Dutch Overseas Territories, French Overseas Territories, Ceuta and Melilla, Andorra, Gibraltar, the Canary Islands and the Balearic Islands, Büsingen, Heligoland, Åland Islands, the Faroe Islands and Greenland, P.O. Boxes.

At the time of dispatch of the products from our warehouses, we will send you a Shipping Confirmation email.

Terms of sale - payment terms

We accept the following payment methods for purchases made on our Site.
  • VISA credit/debit card
  • MASTERCARD credit/debit card
  • AMERICAN EXPRESS
  • VISA ELECTRON
  • MAESTRO
  • PAYPAL
  • SOFORT (only Austria, Germany and Sweden)
  • KLARNA (Austria and Germany only)
  • GIROPAY (Germany only)
  • Carte Bleu Online (France only)
  • Ideal (Netherlands only)
  • P24 (Poland only)
  • BANCONTACT (Belgium only)
Payment must be made in the currency indicated on your Order before you submit payment.

Your products will be delivered after your payment has been cleared. Orders with KLARNA are shipped even before payment has been cleared. If we do not receive cleared funds within 30 days of your order, your order will be cancelled. Orders paid with P24 will be cancelled after 14 days; orders paid with any other prepayment method will be cancelled if we do not receive cleared funds within 1 day.

Payment by credit/debit card

If you pay by credit or debit card, you must provide your card details at the time you place your Order.

When you place your Order, we will contact your card issuer to request authorization to use your card to pay for Products. We will not accept your Order (and therefore will not supply the Products to you) until your credit or debit card issuer has authorized the use of your card to pay for the Products ordered. When your credit or debit card issuer authorizes the use of your card, the necessary funds are reserved on your card until the purchase process is completed or canceled. In any case, no amount will be charged to your card until the purchase process is completed. Authorizations may remain pending for 3 to 7 days, even for canceled orders. In such cases, no charges will be made, and the funds will eventually be released. Please contact your credit or debit card issuer for more information about their specific authorization policies.

We reserve the right to verify the identity of the credit or debit card holder by requesting appropriate documentation.

We take all reasonable care to make our Site secure and prevent fraud. All credit and debit card transactions on this Site are processed by Worldpay Limited, a secure online gateway responsible for holding and automatically processing, in a secure environment, the information relating to your payment details. Please note that we may, at any time and at our sole discretion, restrict shipping to certain countries or locations we believe to be at high fraud risk.

We usually collect payment for an order upon confirmation of shipment of the products. If you choose "Pick up in store" as the delivery method for a product that will be ready in store in 1-2 days, payment for the order will be taken upon collection.

Payment with PayPal

If you pay with PayPal, you'll be asked to log in to your PayPal account with your email address and password to confirm the payment. If you don't have a PayPal account, you can still pay with PayPal up to 10 times, after which you'll be asked to enter your personal information and credit card details.

Payment with ABMs

We usually collect payment for an order upon confirmation of shipment of the Products in question. However, if you prefer to use one of our alternative payment methods (ABMSs) and select one that requires upfront collection of payment, we will collect payment upon order confirmation.

In the exceptional case where the Products you ordered are not available, and you have already paid via an ABM, you will be notified immediately and we will provide a full refund.

The ABMs include:

PAYPAL

SOFOT

KLARNA

GIROPAY

IDEAL

P24

BANCONTACT 

Terms of sale - return policy

THE NORTH FACE® Return Policy of

Right of withdrawal

If you are not satisfied with the Products you received or have simply changed your mind about purchasing them after we emailed you your Order Confirmation, you can return them within 30 (thirty) calendar days of delivery of the Products and receive a refund.

This is a right of withdrawal that you can exercise without penalty and without giving any reason. Please note that as long as the Products remain in your possession, you are responsible for keeping them safe, secure, and in good condition.

In case of a return because you have changed your mind (right of withdrawal), you will receive a full refund, excluding the shipping costs for express delivery, if you had chosen that shipping method.

Legal guarantee for defective goods

In addition to the above, we recognize a statutory warranty of two years (or a longer period as may be determined by your local law) for product defects. A product is considered "defective" if it is received damaged or if a manufacturing or material defect occurs within two years (or a longer period as may be determined by your local law) of purchase. Please note that products damaged due to wear and tear are not considered defective.

You can return defective Products within 2 years of receipt and receive a full refund including all shipping costs, as applicable.

If you received an incorrect item (different from what's shown in The North Face Store) or a damaged item, you can return it within 30 days of the shipping date. Simply follow the standard returns process and select "Item was defective" as the reason for the return. If the 30-day return period has passed and the item is defective, you have two years from the date of order to file a warranty claim. Please contact our customer care team via our Contact Us page, who will assist you with returning your item(s).

How does a return process work?

1) Create a "return label"

Go to " Track My Order, " enter your order number and email address, and click "Create a Return" (registered customers can access your order history here ). Select the items you want to return, your preferred return method (drop off at a collection point or have a courier pick you up at your preferred address), and tick the box that matches your reason for return. Then print the provided label.

2) Pack the products with the return label

Pack the order in the original box (other boxes may be used, but we strongly encourage recycling where possible), apply the new label, and ensure it covers the original label.

3) Deliver or hand over products to the courier

Drop off your return package at any available drop-off location or wait for the courier to pick it up on the suggested date.

4) Wait for the return confirmation and refund

You will receive an email confirmation once your order has been correctly returned to our warehouse and the refund has been processed (2-3 business days).

If you have any questions, please check our Returns FAQ . If you have any comments about our returns process, please don't hesitate to let us know on our Contact Us  page.