Refund policy

Returns & Exchanges Policy

At North Footwear, we want you to be fully satisfied with your purchase. We understand that sometimes a product isn’t quite the right fit, and we are here to help make the process as smooth as possible. This policy explains your rights and our procedures in accordance with EU consumer protection laws.

1. Our Return & Exchange Promise

In accordance with worldwide consumer laws (EU, US & UK), you have the right to withdraw from your purchase or exchange your item within 14 days of receiving your order.

Conditions for all returns and exchanges:

  • Items must be unused, unworn, and in their original condition.

  • The original packaging must be included.

Exchanges are 100% Free! If you wish to exchange an item for a different size, color, or model, we cover all shipping costs. We will provide you with a free prepaid return label for the item you are sending back, and ship the new item to you at no extra charge.

Refunds (Change of Mind) If you prefer to return your item for a refund, we will refund the full purchase amount (we do not charge any administrative or restocking fees). However, please note that for refunds, the customer is responsible for arranging and paying for the return shipping. We do not provide return labels for standard refunds.

2. Common Scenarios & Solutions

Wrong Size or Color (Exchange)

  • Solution: Free Exchange.

  • Cost: 100% Free. We will provide a return label and cover all shipping costs to get the right pair to you.

Change of Mind (Refund)

  • Solution: Full refund to your original payment method.

  • Cost: You are responsible for the return shipping costs.

Defective, Faulty, or Incorrect Items

  • Solution: Free replacement or full refund.

  • Cost: We cover all related shipping costs in accordance with EU statutory warranty rights.

Late Delivery

  • If your order is delivered significantly later than the estimated timeframe, please contact us. Compensation or refunds are assessed case by case.

3. How to Process a Return or Exchange (Step-by-Step)

We know that returning or exchanging items can sometimes feel complicated, so our support team is ready to guide you through these simple steps.

Step 1: Contact Us Email us at 📧 support@northfootwear.com within 14 days of receiving your order. Please include your order number and let us know if you would like a Refund or an Exchange.

Step 2: Approval & Instructions

  • For Exchanges: We will reply with a free prepaid return shipping label and instructions on how to drop off your package.

  • For Refunds: We will reply with an email containing our warehouse address and everything you need to know to send the package back to us.

Step 3: Ship the Item

  • For Exchanges: Simply attach the prepaid label we provided and drop the package off at the designated carrier point.

  • For Refunds (Important Shipping Notice): Because you are organizing your own return shipping, it is crucial that you purchase a Business Parcel service with direct door-to-door delivery to our warehouse. Please note that our warehouse facility does not have the ability to collect packages from local post offices or pickup points. We highly recommend using a trackable shipping method, as you are responsible for the item until it safely reaches us.

Step 4: Processing Once we receive and inspect your package:

  • Exchanges: Your new item will be dispatched as quickly as possible.

  • Refunds: We will issue a full refund to your original payment method within 5 business days.

4. Bundle Offers (e.g., 2 or 3-Pair Bundles)

Our bundle deals are offered based on the purchase of multiple items. If you choose to return part of a bundle for a refund while keeping one or more items:

  • The bundle discount is forfeited.

  • The item(s) you choose to keep will be charged at their individual full retail price as of the date of purchase.

  • Your refund will be calculated as: Total Bundle Price Paid - Full Retail Price of Retained Items = Refund Amount.

(Note: If you are simply exchanging a pair from a bundle for a different size, your bundle discount remains fully intact!)

5. Non-Returnable Items

The following items cannot be returned or exchanged:

  • Used or worn products.

  • Items not in their original condition or missing original packaging.

  • Items returned outside the legal 14-day withdrawal period.

6. Contact Information

For any questions regarding returns, exchanges, or refunds, please do not hesitate to reach out. We appreciate your trust in North Footwear and will always do our best to help you.

📧 support@northfootwear.com Our support team is available Monday–Friday and will respond to your inquiry as quickly as possible.

Legal Notice: This policy does not limit or exclude any rights you are entitled to under EU consumer protection laws. Where national laws provide additional rights, those rights remain unaffected.