How do I return or exchange an item?

If you want to change an item then you can return anything you don’t wish to keep and order a new one. When returning an item, please get in touch by e-mail at hello@northug.com

 Which products can I return?

Any product bought at northug.com can be returned within 30 days of receipt. If the package or product is damaged due to incorrect use or negligence then the product cannot be returned.

I have received a damaged item and I want to return it.

Please get in touch with our customer service at hello@northug.com where you will receive assistance. Do not send anything back to us until you have got in touch with us first and received confirmation. We need to obtain clear information regarding the nature of the damage before we confirm details regarding returning any items.

What is the deadline for returning an item I have purchased?

30 days from the date you recieve an item.

How do you handle a returned item?

Send us an e-mail to hello@northug.com, then our customer service will help you.

How do I return an item I bought from a shop?

We can only receive items which are bought from northug.com. If you have bought an item from a shop then get in touch with them directly and they will help you.

I have received an item as a present. Can this be returned?

Yes, if this has been purchased at northug.com then you can return the item within 30 days of it being delivered by DHL. We will need the name of the purchaser and also require that the item is in its original condition with all its tags attached. Get in touch with our customer service (hello@northug.com) to confirm. If the item has been bought at a shop then get in touch with them directly.

When do I get my money back?

Once we have received the returned item then we reimburse your money to the same account on which the payment was made. Note that any eventual shipping charges will not be refunded. Depending on your bank, it will normally take between 2-5 working days for the money to reach your account.