FREQUENTLY ASKED QUESTIONS

EXPEDITION, DELIVERY, DEADLINES, TRANSPORT

1. When will the shipment be sent?

We send the shipment within 5 days of receiving the order. The deadline only applies to working days.

2. When will the shipment be delivered?

In general, the shipment is delivered 1-5 days after dispatch.

3. Can I choose an exact delivery date?

No, unfortunately choosing an exact date is not possible. However, you can have the shipment stored at a delivery point (valid for SK, CZ, HU, PL, RO). So you can easily get it when convenient. The package will be stored for 7 days.

4. Where can I track the order status?

We inform you about changes in the order status via e-mail. If you are a registered customer, you can also see the order status in the "My orders" section of your customer account on the website. Status can be:

  • Payment received
  • Order processing
  • Sent order
  • Delivered order

5. Where can I find outlets?

If you chose collection at a delivery point, you choose this delivery point directly in the order. You can also find a list of delivery points at the following links:

SLOVAKIA:
https://www.packeta.sk/pobocky

CZECH REPUBLIC:
https://www.zasilkovna.cz/pobocky

ROMANIA:
https://sameday.ro/easybox/

HUNGARY:
https://www.packeta.hu/atvevohelyek

POLAND:
https://inpost.pl/znajdz-paczkomat

SLOVENIA:
We deliver in Slovenia via couriers and the postal service

Northfinder does not plan other outlets yet. For example, pick-up at business premises or personal collection at the company's headquarters or warehouses are currently not possible.

PAYMENTS AND BILLING

1. Can an invoice be issued to a company?

The e-shop is only intended for sales to end users. Sales to companies are not possible through this e-shop. If you are interested in a B2B partnership or purchasing goods for a company, please contact us.

2. How can I pay for my order?

You can pay by card through a payment gateway, via PayPal or choose cash on delivery, but it's more expensive than other payment options.

In Slovakia and the Czech Republic you can also pay by bank transfer.

3. Can I pay by cash on delivery?

Yes, cash on delivery is possible in all countries where we deliver. But it's more expensive than other payment options.

4. Payment through the payment gateway failed. What are my options?

The easiest option is to create a new, identical order and pay for it with your preferred method. We automatically cancel an unpaid order within 5 days of unsuccessful payment.

If the unsuccessful payment is connected to the order of the last items of goods, so a new order with identical items cannot be created, please contact our customer line:

GENERAL
+ 421 233 418 364 or by email at eshop@northfinder.com

SLOVAKIA:
+ 421 233 418 364 or by email at eshop@northfinder.sk

CZECH REPUBLIC:
+ 420 910 902 531 or by email to eshop@northfinder.cz

ROMANIA:
+40 316 301 441 or by email at eshop@northfinder.ro

HUNGARY:
+36 19 555 807 or by email at eshop@northfinder.hu

POLAND:
+48 729 086 043 or by email at eshop@northfinder.pl

SLOVENIA:
+386 2 828 19 52 or by email at eshop@northfinder.si

5. What is the shipping cost?

Find out the shipping price in your cart when you select the delivery method. In some cases, free shipping is available - usually when your purchase exceeds a certain amount. The amount has changed, you can find the current amount in your basket or in the Important information document.

CHANGES AND CANCELLATION OF ORDER

1. Can I change the content of an order after confirmed? Add or remove goods from the order?

Changes, removal and addition of goods to an already created order are not possible. When you confirm the purchase in the e-shop, the order is unchangable in terms of content and scope.

2. Can I merge multiple orders into one?

Unfortunately, that is not possible. Each order has its own variable symbol, which is also linked to the carrier. We also have warehouses in various locations. So it's currently not possible to process such a request in terms of invoicing or logistics.

4. How can I cancel my order?

The order can only be cancelled until processed in the warehouse. So this is only possible immediately after an order creation, and via our customer service.

Since we try to process an order as soon as possible after its creation, it is likely that it will no longer be possible to amend, change, or cancel it. If you need help, please contact our customer center.

GOODS, PRODUCTS, AVAILABILITY

1. Do you have a physical store or place where I can try the goods?

Northfinder does not have a separate branded store anywhere, we only operate via an e-shop. But you can also find our goods in selected sports stores. However, before visiting a specific partner store we recommend phoning ahead to check the store's current status.

2. Which stores stock your brand?

Find the list of stores at the bottom of the website above the footer with information:

3. If the goods are not available, how do I know if/when they'll be in stock?

If the goods are marked as sold out, the probability that they'll still be in stock is practically zero. So waiting for stock may be futile. An exception is goods from the bestseller category that we restock, but we cannot guarantee a specific date.

4. Can you verify the availability of a specific product in a partner's store?

Unfortunately not. Our warehouses are not connected. So always check with a specific partner store.

5. Can I try on goods and collect from your company address?

No, it is not possible to try on goods at the company headquarters or at the warehouse. Exchange of purchased goods is free, simple and pretty fast.

EXCHANGE, RETURN AND CLAIM OF GOODS

2. How can I return an order?

SLOVAKIA AND THE CZECH REPUBLIC:
You can return the goods for free via Packeta/Zásilkovna.

HUNGARY, SLOVENIA, POLAND, ROMANIA
You send the goods at your own expense to addresses in the respective country.

OTHER COUNTRIES:
Send returned goods at your own expense to an address in Slovakia.

You can find more information in the document How to return, exchange and claim goods.

3. When and how will I get my money back?

If you paid by card through the payment gateway, the payment will be returned to the card. If you paid via PayPal, you will receive your money this way. But if you paid cash on delivery, we will return the money by bank transfer. So in that case, we'll need your account number.

5. How long does it take to process a return?

We try to process the return as soon as possible, but we can guarantee processing within the statutory period of 14 days.

6. How long does it take to exchange goods? When will I receive exchanged goods?

We try to handle your exchange as soon as possible, but we can guarantee within 14 days.

7. Can I exchange the purchased goods for completely different goods in your e-shop?

You can only exchange goods of the same model for a different size or colour. Exchange for completely different goods, for example trousers for a jacket, is not possible.

E-SHOP: REGISTRATION, LOGIN, USING DISCOUNTS

1. Where is my order number?

The order number is in the email communication. The confirmation email always includes the order number.

In some cases, the goods are shipped from several warehouses. Then another number is attached to the general order number for two (or more) packages. For example, if order number 123456 is divided into two packages, the second package has the number 123456-2.

2. How can I register for the e-shop?

On the Northfinder website, in the upper right part, you will find a link to "Registration". Click and a window will appear: fill in your data, choose a password, and start shopping.

3. I forgot my login information, what now?

Most often it's a forgotten password, just generate it on the login page and have a new one sent to you.

4. How do I use a discount coupon?

You only enter the discount coupon during payment. Please enter when you proceed to payment at the end.

Enter the discount coupon in the box that appears after clicking the "discount voucher" button in the payment summary.


5. Where is the purchase invoice?

You will receive an invoice by email. You will always have it handy. And it's environmentally friendly.