Refund policy

We have a 30-day return policy: you have 30 days from delivery to request a return or refund.

We accept returns and issue refunds for items that arrive damaged or defective, for the wrong item or wrong size sent, and for items that do not match their description.

How to start a return

Email refund@northend.shop with your order number, a description of the issue and a photo of the item.

We reply to every request within 24 hours. If approved, we email you a return authorisation together with the exact return address. Please do not ship anything before you receive it — parcels sent without authorisation, or to the sender address printed on the package, cannot be matched to your order and cannot be processed.

Once you have shipped, send us the tracking number so we can follow the parcel and process your refund as soon as it arrives.

When you do not need to return the item

If your order is under $40 and the item arrived damaged, defective, incorrect, or not as described, we will refund or replace it on first contact. There is nothing to ship back and nothing further for you to do.

Returns over $40

Email us as above. Once your return is authorised, ship the item to the address we provide. Return shipping is at your cost. The item must be unworn, unused, with original tags attached and in its original packaging.

Fit and sizing

If we sent a different size from the one you ordered, that is our error: contact us and we will replace or refund it, and below $40 you will not need to return anything.

If the size you ordered does not fit as expected, contact us at refund@northend.shop and we will find a solution with you — a replacement in another size or a refund, assessed case by case.

Orders that have not shipped

If your order has not been dispatched within the delivery window shown at checkout, you can cancel it for a full refund on request, at any time, with no conditions.

Sale items

Sale items are covered by this policy on the same terms as full-price items. Gift cards cannot be returned.

Refunds

For approved refunds without return, we refund within 5 business days of approval.

For returned items, we refund within 5 business days of receiving and inspecting the item. We will email you either way to confirm the outcome.

Refunds go back to your original payment method. Your bank may take a few extra days to display it. If you have not seen it after 10 business days from our confirmation, email refund@northend.shop and we will chase it.

Non-returnable items

Perishable goods, custom or personalised products, personal care goods, and hazardous or flammable materials.

European Union — 14-day cooling-off period

If your order ships within the European Union, you may cancel or return it within 14 days without giving a reason, in addition to the rights above.

Before you contact your bank

If something has gone wrong with your order, email refund@northend.shop first. We reply within 24 hours and we will resolve it. A refund from us is faster than a dispute through your bank, and we would rather fix the problem directly.

Returns and refunds: refund@northend.shop
Order support: support@northend.shop
General inquiries: info@northend.shop
Phone: (720) 706-5933

Office hours (EST): Monday–Friday 9:00 AM – 6:00 PM, Saturday 9:00 AM – 12:00 PM