Wow. I came here expecting to be a fairly lone negative review but I can see that is far from the reality. I purchased a pair of walking boots online which arrived very promptly. Unfortunately as soon as I put my foot in them I discovered an egg like bulge in one of the soles. Naturally I immediately requested a return and packaged the boots back up. The first hurdle was the returns process which required travelling to a Yodel drop off, Royal Mail is not an option. I then went away on holiday, having to take the much more expensive Merrell walking boots I had also ordered and was hoping to return in favour of the North Face ones. Anyway... 1-2 weeks later, having not received a refund, I checked via the online assistant that my return had been received and was relieved to see it had. A week or so on I logged in again, return received but still no refund, so I contacted customer services via the website. To cut a long story short, after several emails and two phone calls I was told that they would not be issuing a refund, their decision was final and I had to take the matter up with my bank. I explained to the last representative on the phone that I could see the return had arrived and that this made no sense. He informed me that there was probably an issue during the checking in of the parcel back at TNF, and they would not refund and that was their final say on the matter but they could offer no clarification as to what the actual problem was, whether there was potentially a human or system error their end, whether the package had been damaged during transit etc etc. Basically: it's tough, my hand's are tied, we don't know what the actual problem is but we're not giving you your money back. This is highly frustrating as from the moment the parcel is handed over to the courier I have no control whatsoever over the process yet am at their whim as to whether they handle the return properly. It is further galling that this was a faulty product to begin with which I had to make a special trip to return. I strongly advise you not to order direct from The North Face, if you really want one of their products go via Amazon or any other supplier (Snow+Rock are very good in my experience). I however would not under any circumstances shop with this brand again and it leaves a very bitter taste to see their products in our household, the sooner the kids grow out of them the better.