FREQUENTLY ASKED QUESTIONS

CONTACT

How can I reach the customer service?

Please contact our customer service at:
Email: webcustomercare@northsails.com
Telephone: +39 3346662890

 

DELIVERY

Can I track my order?

We will keep you updated on the status of your order via email, so you will know when to expect the delivery. Once the order has been sent to the delivery provider, you will receive a tracking code, With this, you can check what the exact date and time of your delivery will be.
Please note that these timelines are determined by our shipping providers. In case you would like to arrange a different time of delivery, or the shipment was not delivered at the indicated time, please contact our customer service.

When will my order be sent?

If you place an order from Monday to Thursday, it will be shipped within 48 hours. If you placed your order on Friday, Saturday or Sunday, your item(s) will be shipped starting from the first working day after the purchase.

When can I expect my order?

Typically, a shipment will be delivered within 2-5 working days starting from the shipment day. Please visit our shipping page for more information.

What are the shipping costs?

The shipping costs depend on the country you would like to have your item(s) delivered. Please visit our shipping page to check the shipping costs per country.

RETURNS

What is your return policy?

Returning a purchase is free of charge and should be done within 100 days from the delivery date

What should I do if there is something wrong with my order?

Contact our customer service at +393346662890 or at webcustomercare@northsails.com and they will assist you. Please note that if you bought the item(s) in a shop you have to contact directly the store.

Can I change my order online?

Unfortunately, after placing an order, it is not possible to change or modify it.

If you selected the wrong size/color/item and the order has not been shipped yet, we can cancel it, refund the amount and you can place a new one.

If you have received it and it doesn’t satisfy your expectations, you can return it for free and you will be refunded. If you wish to receive a different style, you can place a new order.

Do I get a confirmation when you receive my return order?

Our customer service will send you an email informing you of the successful status of your refund. If you want to track you return, please use the tracking number on the return label

What should I do if I receive the wrong item?

Please contact our customer service at +393346662890 or at webcustomercare@northsails.com. We will find out why you received a wrong item and will do our best to find a suiting solution.

ORDERING

Are all of the North Sails products always in stock?

We work very hard to keep our stock levels on the website up to date. If a product is running out of stock, you will be notified during the check out. Please note that the item(s) in the basket are not reserved so the stock can change before completing the purchase.

Can I log in with my Facebook account?

Unfortunately, we currently do not support Facebook login. However, feel free to ‘like’ us on Facebook.

Can I make a purchase without registering?

Yes. It is possible for you to order (an) item(s) as a guest, but we recommend creating an account as this makes it easier to (re)order. You can check your entire order history at any moment and add multiple shipping addresses to your account.

Can I change my order?

Unfortunately, after placing an order, it is not possible to change or modify it. If you selected the wrong size/color/item and the order has not been shipped yet, we can cancel it, refund the amount and you can place a new one.

If you have received it and it doesn’t satisfy your expectations, you can return it for free and you will be refunded. If you wish to receive a different style, you can place a new order.

Can I cancel my order?

Unfortunately, we currently do not support online cancellations. If you want to cancel the order before the shipment, please contact our customer service at 393346662890 or at webcustomercare@northsails.com. Once you receive your order, you can submit the return process. Returning your order is free of charge.

If I want to return an order, what are the costs?

Returning an order is free of charge.

PAYMENTS

Do the prices include VAT?

Yes, all prices on the site are including VAT.

Can I place an order under my company name or number?

Unfortunately, this is not possible at the moment. For B2B sales for more than 200 euros we would like you to refer to our customer service at +393346662890 or at webcustomercare@northsails.com. In case you want to personalize your garments or order for your staff please send us an email and we will forward your request to the dedicated department.

Do the prices include import duties?

No, they do not include import duties. The carrier will inform you about the duties to be paid.

What if I encounter an error during my payment?

We work very hard to ensure our website is always up to date and up to scratch. The probability of encountering an error on our website is very low. If this happens, please cancel the process and place your order at a later moment. Should If you feel worried as to whether or not your order was successful, please contact our customer service:

Email: webcustomercare@northsails.com
Telephone: +393346662890

We will happily check the status of your order for you and answer any other questions you might have.

How do I pay for my order?

Currently, we accept payment through Paypal, all major credit card payments, Apple Pay, Google Pay and some favorite local payments (Klarna, iDeal, BMC).

What is a CVC/CVV/CID?

The Card Security Code (CVC/CVV/CID) is an additional three- or four-digit security code that is printed (not embossed) on the front or back of your credit card. The CVC/CVV/CID is an extra security measure to ensure that you are in possession of your own credit card.

What is a 3D Security code?

The 3D security code is an additional way to authenticate the identity of the card owner by providing the code at checkout. It is usually sent via SMS to the user's cell phone or provided on the bank app.

When will my payment be processed?

When you have successfully placed an order, your payment will be processed immediately. In case you have paid with a credit card, the maximum spending limit will be immediately updated, but the transaction itself will show up on your bank statement within two to three (week)days.

When will I receive my refund?

Typically, a refund is processed within a maximum of 14 working days starting from the successful collection day via the same payment method you used while placing your order during the purchase.

Can I pay in my own currency?

We support the following currencies: Euro, British Pounds, US Dollars.

Why did my payment fail?

Please check if you have filled out all of the required information. if the payment continues to fail, please contact our customer care, or check if there are any issues with your payment provider/bank.

FAULTY ARTICLES

I have encountered an error on your website.

We work very hard to ensure our website is always up to date and up to scratch. If you find something out of the ordinary, please visit our webstore at a later moment, as the error could be just a temporary bug. Or let us know via our contact form.

I received a damaged product. What should I do?

We are very sorry to hear about your inconvenience. Please feel free to contact us and we will be glad to find a solution

PRODUCTS

Where can I find more product information?

You can find additional product information at the main product section: the page can scroll down to reveal the product features and care and content section.

I'm looking for an article from last season.

Unfortunately, items from previous seasons are no longer available

When will the new collection arrive?

Twice a year we launch a brand-new collection. Check the website regularly for new product launches, or subscribe to our newsletter.

Are all North Sails Collection items available in the webstore?

Some of the North Sails Collection products we offer in our stores, are not available in our webshop. If you are looking for a specific product and cannot find it, please feel free to contact our customer service and we will be happy to help you locate the right item.

I have a complain about an item I bought in the webstore.

We are sorry to hear you are not satisfied. Please notify our customer service at +393346662890. or via email at webcustomercare@northsails.com. We will do our best to find a fitting solution for your complain.

I have a complain about an item I bought in a North Sails store.

We are sorry to hear you are not satisfied. For any issues with in-store orders, please go to the store where you made the purchase to find a solution for your complain.

ACCOUNT

How can I create an account?

To create an account you need only a few information: name, last name, email address and password

Can I modify my account?

You can modify your account information whenever you want, clicking on the section “My account”

I forgot my password. What should I do?

Please click on ‘forgot password’ and you will receive an email with a reset link to choose a new password.

NEWSLETTER

I would like to subscribe to the North Sails newsletter.

We are very happy to hear you want to stay up to date on our latest product launches and special promotions. You can leave your email address in the footer and, in case you change your mind, it is possible to unsubscribe at any time.

How often will I receive the North Sails newsletter?

We like to keep our satisfied customers updated on our latest promotions, gift ideas and product launches. You can expect a North Sails newsletter up to twice a week.

How do I cancel my newsletter subscription?

We’re sorry to hear you want to unsubscribe from the North Sails newsletter. We hope you will visit our website regularly to stay updated on our latest offers and product launches. To unsubscribe, just click on the ‘unsubscribe’ button in the footer, and you will not receive the North Sails newsletter anymore. If you wish to subscribe again, just leave your email address in the footer.

PRIVACY

Do I need an account to buy items?

No. It is possible for you to order (an) item(s) as a guest, but we recommend creating an account as this makes it easier to (re)order. You can check your full order history at any moment and add multiple shipping addresses to your account.

Is it safe to order online?

At North Sails, we take online safety very seriously. It is very important that your order is processed in a secure way. Your personal details and payment information is safe and no confidential data will be sent out without secure encryption. Protecting your information is our highest priority. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology and other measures.

What is your privacy policy?

If you would like to know more about our privacy policy, please visit our privacy policy page. If you have any questions after reading the privacy policy page, please contact our customer service and we will happily provide you with the answers you need.