Help & FAQ.

Standard shipping is free over $150, otherwise $12, with delivery in 5–9 business days. Express is $24 (2–4 days) and DHL Priority is $48 (1–2 days). Orders leave Bristol within 1–2 business days.

We ship to the United States, Canada, United Kingdom, EU, Japan, Australia, New Zealand and Singapore. Duties and estimated tax are shown at checkout for each destination. There are no surprise import charges on delivery for supported countries.

Tracking is emailed as soon as the carrier scans the parcel. If a parcel is delayed beyond the estimate, contact support and we will open a carrier investigation.

Our apparel runs true to size with a regular, layer-friendly fit. If you plan to wear a heavy midlayer underneath a shell, take one size up.

Still unsure? Email your measurements and we will recommend a size before you order.

Return unused, unworn items within 30 days for a full refund. Start the return from the order status page or email support with your order number. Prepaid labels are available in the US, UK and EU.

Exchanges are handled as a return plus a new order so stock is reserved correctly. See the full refund policy.

All payments are processed in USD by Northwind Commerce Ltd.. On your statement, the charge appears as NW*OUTDOORS, which matches the merchant of record shown on your invoice.

We accept Visa, Mastercard, American Express, PayPal and Apple Pay. Card details are handled by the payment processor; we store only the brand and last four digits.

Free seam and hardware repairs for the first two years. After that, parts are charged at cost. Email support with photographs and your order number and we will send a repair authorisation.

Zips, buckles, pole segments and footprint parts are stocked for at least five years after a product retires.

Orders can be changed or cancelled before dispatch. Contact support as soon as possible with your order number. Once dispatched, treat it as a return.