FAQ

Index

Contact

How can I reach the customer service?

Please contact our customer service at:
Email: webcustomercare@northsails.com
Telephone: +39 0185 200 555
WhatsApp: +39 334 666 2890
Fax: +39 0185 263 979
Or fill in the contact form.

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 your local shipment provider.

When will my order be sent?

On weekdays, your order will be shipped within 24 hours after you place your order. If you placed your order on Friday, Saturday or Sunday, your item(s) will be shipped within 48 hours.

When can I expect my order?

Typically, a shipment will be delivered within 2-3 working days. 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?

In case you would like to return your purchase, please inform us about the reason of return. Returning a purchase is free of charge.

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

Please notify us via the ‘contact us’ page or call our customer service at +39 0185 200 555. Please visit the ‘return’ page and fill in the online return form to notify our customer service of your returning order. Additionally, please print the return form and add it to the box containing the item(s) you would like to return. Returning your order is free of charge.

Can I change my order online?

Unfortunately, after placing an order, it is not possible to change it. Should you prefer a different size or color, please order the new product and return your previous order. To do so, please visit the ‘return’ page.

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

Upon receiving your item(s) in good condition, our customer service will send you an email informing you of the successful return and the status of your refund.

What should I do if I receive the wrong item?

Please contact our customer service at +39 0185 200 555. 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 when you add the product to your basket.

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. Also, we offer free shipping for registered users.

Can I change my order?

Once you have finalized the payment, it is not possible to change your order. If you would like to order a different item, please purchase the product of your preference online and return the previous order. You can do this via the ‘return’ page.

Can I cancel my order?

Unfortunately, we currently do not support online cancellations. Once you receive your order, you can submit the return process. Go to the ‘return’ page and fill in the return form. 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.

Payment

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

Unfortunately, this is not possible at the moment. For B2B sales we would like to refer you to our crew collection website.

Do the prices include import duties?

No, they do not include import duties for orders below $800. The carrier will inform you about the duties to be paid for orders above $800, these costs will not be calculated within the total order price.

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. Should this happen, please cancel the process and place your order at a later moment. Should you feel worried as to whether or not your order was successful, please contact our customer service:

Email: webcustomercare@northsails.com
Telephone: +39 0185 200 555
WhatsApp: +39 334 666 2890
Fax: +39 0185 263 979
Or fill in the contact form

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 and some favorite local payments (Sofort, iDeal and MrCash).

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.

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 via the same payment method you used while placing your order. Paypal payments will be refunded immediately upon receiving your returned order in our warehouse.

Can I pay in my own currency?

We support multiple currencies, like Euro's, British Pounds, US Dollars, Swedish Krona and Swiss Francs.

Why did my payment fail?

Please check if you have filled out all of the required information. Should the payment continue 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. Should 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 fill in our online return form and submit your reason for return.

Products

Where can I find more product information?

You can find additional product information at the main product section. Click on the ‘more info’ button and the page will 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.

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

We are sorry to hear you are dissatisfied. Please notify our customer service at +39 0185 200 555. It is also possible to contact us through WhatsApp at +39 334 666 2890 or via our contact form. We will do our best to find a fitting solution for your complaint. .

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

We are sorry to hear you are dissatisfied. For any issues with in-store orders, please go to the store where you made the purchase to find a solution for your complaint. Should you need any additional information, please contact our online customer service.

Account

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.

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. Also, we offer free shipping for registered users.

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.

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. Should you have any questions after reading the ‘privacy policy’ page, please contact the customer service and we will happily provide you with the answers you need.