Refund policy

Refund Policy

Our promise

We want you to love what you ordered. If something isn't right, you can return it within 30 days of delivery for a refund to your original payment method.

1. Return window

You have 30 days from the date of delivery to start a return. Requests made after 30 days can't be accepted.

2. Return conditions

To be eligible for a return, items must be:

  • Unworn, unwashed, and in the same condition you received them
  • With all original tags still attached
  • Free of odors, stains, pet hair, makeup, or signs of wear
  • Returned with proof of purchase (your order number)

Items that don't meet these conditions may be refused and sent back to you, or receive a partial refund that reflects their condition.

3. Reasons we accept returns

  • Damaged in transit: see Section 4.
  • Defective item: a genuine flaw in the material or construction, such as a broken seam or a hole.
  • Wrong item: you received a different product, size, or color from what you ordered.
  • Sizing: the fit isn't right. Before ordering, please check the measurements on each product page and our Size Guide.
  • Change of mind: you've decided the item isn't for you.

Please note: colors can look slightly different in person than on screen because of your device's display and lighting. Small color differences of this kind aren't considered defects, but if the color you received is clearly different from the product photos, contact us with a photo and we'll make it right.

4. Damaged, defective, or wrong items

If your order arrives damaged or defective, or you received the wrong item, please email us at support@northernsweaters.com within 7 days of delivery with:

  • Your order number
  • Photos of the item, showing the issue clearly
  • A photo of the outer packaging (for damage in transit)

Once we confirm the issue, we'll offer you a replacement or a full refund, including any shipping you paid, and we'll cover the cost of return shipping. In some cases, we may not ask you to send the item back at all.

5. Return shipping costs

  • Damaged, defective, or wrong items: we pay for return shipping and send you a prepaid return label.
  • Sizing and change of mind: You pay for return shipping. We recommend a trackable shipping service, since we can't be responsible for returns lost in transit. Original shipping charges (the $8 flat rate) are non-refundable, except for damaged, defective, or wrong items.

6. How to start a return

  1. Email us at support@northernsweaters.com with your order number and the reason for your return.
  2. We'll reply within 1–2 business days with your return authorization and instructions. Please don't send items back without contacting us first, because returns sent without authorization can't be processed.
  3. Pack the item securely, include your order number, and ship it to the address we provide.

7. Refunds

Once your return arrives, we'll inspect it and email you to confirm whether it's approved. Approved refunds are issued to your original payment method within 5 business days of inspection. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement.

If you haven't received your refund after that time, please check with your bank first, then contact us at support@northernsweaters.com.

8. Exchanges

Need a different size or color? The fastest way is to return the original item for a refund and place a new order for the item you want, so it ships right away while stock is available.

For damaged, defective, or wrong items, we'll ship your replacement for free.

9. Items we can't accept

  • Items returned more than 30 days after delivery
  • Items that are worn, washed, damaged by the customer, or missing their tags

Late deliveries: delays caused by carriers, customs, or weather are outside our control. If your order is late, please contact us and we'll help track it down. See our Shipping Policy for details on delays and lost packages.

10. Order cancellations

You can cancel your order for a full refund any time before it ships. Since orders are processed within 1 business day, please contact us as soon as possible. Once an order has shipped, it can't be cancelled, but you can return it under this policy.