Thirty days to change your mind

You have 30 days from the day your order is delivered to request a return. Items should come back unused and in their original packaging where possible — we're reasonable about a box that's been opened and inspected, less so about something that's clearly been lived with.

Email info@northwind-store.com with your order number and a line about what's going back and why. You don't need to justify it — "changed my mind" is a complete answer. We reply with return instructions and the address to send to, usually within one business day.

If the item arrived faulty, damaged, or simply isn't what we described, we cover the return cost. For a change of mind, the return postage is yours. We recommend a tracked service; until the parcel reaches us, it remains your responsibility.

Refunds are issued to the original payment method once the return has been received and checked, typically within three business days of arrival. Your bank or card issuer usually takes a further 3–10 days to post the funds. Refunds are made in USD for the amount originally charged; if your local currency has moved in the meantime, the figure in your statement may differ slightly, which is a currency effect rather than a deduction on our side.

The cleanest route is a refund plus a new order — it's faster than holding stock and it means you're never waiting on two parcels at once. Tell us if you'd like us to keep an eye on the size or variant you're after and we will.

For hygiene reasons, personal-care items that have been used or had a seal broken can't be returned unless faulty. The same goes for anything made or engraved to order. This doesn't affect your statutory rights where a product is defective.