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CUSTOMER SERVICES

Common Questions and Answers

Prices and Offers

Our products are excluded from promotions, discounts and offers like on regular stores. We also don’t provide with a possible value code to be used. We don’t compromise on the quality of products and services provided. On the other hand, prices may vary down to the quantity required, fabric quality, design, color and size levels. We do however care about your budget and would like to make it as fair price as we can. Please contact our sales team using the email info@northoutapparel.com and we will find a solution tailored for you.

Ordering

It is not possible to change or stop your order once the order has been processed and production has started. This is to maintain an efficient flow and to ensure fast deliveries. Otherwise, it can be modified or stopped.

You are able to know the order status after the processing confirmation email has been forwarded to you. In most cases you will be provided with a link for such purpose. You can also send a status inquiry at info@northoutapparel.com. We typically answer within 48 business hours.

As soon as we have processed your order, an order confirmation will be sent to your specified email address.
According to NorthOut® policies, we offer 2-weeks open purchase period upon delivery and such complaint has to properly backed-up with order form and product images. We strongly urge you to contact us immediately upon finding a counterfeit so we can help you faster.
Our stores are not able to process or send products against unpaid invoices. To process a product for production, you need to be able to complete the agreed payment on time.

Absolutely, just mention product number in the request to make it easy for our production team. You can write us the details here.

Delivery

Available shipping methods for your order are generated based on the country and zip code you enter when placing an order with us. We collaborate and work mainly with DHL, FedEx and UPS.

We have a delivery time of 3-14 non-holiday weekdays regardless of which delivery method you choose. Please check the link HERE for further details.

You can request the change before shipping has started. We currently have no technical possibility to change the delivery method in your order once it has been shipped.
Any delivery address can be selected for a delivery.
As soon as your order has arrived at the delivery point, a notification is sent via SMS to the mobile number you provided at the time of ordering.
You will get the tracking details after we ship your order and thus you can follow the status.
Large or heavy packages cannot be left at the gate but must be checked and acknowledged usually by an e-signature. Delivery only takes place to the door and the forwarder is not responsible for goods being carried up to a specific level.
Unclaimed orders are automatically returned to our warehouse and return shipment charges are invoiced according to our shipping policies. If you want to initiate a refund, you must receive and acknowledge the shipment first and then contact our customer services.

Returns

You can register your return or exchange easily and conveniently by using our contact form HERE. For more details, check our return section in customer service.

We confirm receipt of your return via email. Our warehouse then has a handling time of 7 days. Refunds are made to the same payment method that was used at the time of ordering within 14 days of an approved return.
It means that you have the right to complaint if the product you have received doesn’t meet the standards according to agreement or is broken etc. We offer 2-weeks open purchase period upon delivery and such complaint has to properly backed-up with order form and product images.
For exchanges, the differences in shipping and material & production costs are deducted or added upon as agreed after registration.
We currently have no option to change to another size or product when you return to our warehouse.
If you have chosen delivery to a postal agent, the package will remain with the selected agent for 7-14 days depending on their local regulations.
According to the Distance Trading Act, you as a consumer have the right to cancel your purchase without any particular reason until the processing of your order has been completed and notified.

Payment methods

Your payment is required to finish the order processing within due time after the order has been placed and details discussed.

Currently, you can choose to pay for your order using one of the following means of payment:
PayPal, Wise, or Direct bank payment. 

For further details, please visit our dedicated page related to payments here.

Yes, you can. Please contact us and we will find the best solution for you.

Complaint

Our warehouse has a handling time of 7 days from the time we receive your complaint. The refund takes places within 14 days after the complaint has been approved.

A complaint request is preferably made directly HERE. You can also contact us directly on info@northoutapparel.com.

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