FAQ

Shipping

What are the delivery times?
We process your order within 1 to 3 working days (Monday to Friday). Delivery usually takes 5 to 12 working days after dispatch, so the total delivery time is 6 to 15 working days. Orders placed before 17:00 London time are processed the same working day.

How much is delivery?
Delivery within the United Kingdom is included on every order, with no minimum order value.

Which carrier do you use?
We deliver with Royal Mail. You receive your tracking number by email as soon as your parcel has been dispatched.

Do you deliver outside the UK?
At the moment we deliver to addresses within the United Kingdom.

Returns and refunds

Can I return my order?
Yes. You have 30 days from the date of delivery to request a return. Items must be unworn, unused and returned with all original tags and packaging. This is in addition to your statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To start a return, email us at info@northtrendmode.com with your order number. We then send you the return address and instructions.

Who pays for return postage?
Return postage is paid by the customer, unless the item is defective or incorrect. In that case we cover the return postage.

When will I receive my refund?
Once your return has been received and inspected (usually within 2 to 5 working days), we refund the original payment method. Depending on your bank or payment provider, it may take another 3 to 10 working days before the amount is visible on your statement.

Can I cancel my order?
Email us as soon as possible at info@northtrendmode.com. If your order has not been dispatched yet, we cancel it and refund the amount paid.

Products

How do I choose the right size?
Shoe sizes are listed in UK sizing on every product page. If you are between sizes or need help choosing, contact us and we will advise you on the specific pair you are looking at.

Where can I find fabrics and measurements?
Fabrics, sizes and, where available, measurements are listed on each product page as stated by the manufacturer.

What if the size is not right?
You can return the item within 30 days of delivery and place a new order for a different size. See our Refund Policy for details.

Do the colours match the photos?
We show every product as accurately as we can. Colours can look slightly different depending on your screen settings.

Payments and orders

Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, UnionPay, Apple Pay, Google Pay and Shop Pay. All transactions are processed in GBP (£).

How can I track my order?
You receive an email with your tracking number as soon as your order has been dispatched. You can also follow your parcel on our Track Your Order page.

Customer service

How do I contact customer service?
Email us at info@northtrendmode.com or use the form on our Contact page. We respond within 24 hours on working days. Customer service hours: Monday to Friday 9:00 to 17:00, Saturday and Sunday 9:00 to 16:00 (London time).

Do you have a physical store?
North Trend Mode is an online store. We do not have a physical store.