FAQs

🛒 Orders

• I haven’t received the confirmation email, what can I do?

• How can I track my order?

• My order hasn’t arrived. What should I do?

• I have received the wrong product or an item is missing from my order. How can I resolve this issue?

• I received my order, but it is in poor condition. What should I do?

• Can I cancel or change my order?

🔁 Returns & Warranty

• Can I return a product?

• What is the warranty for Northweek products?

🚚 Delivery

• What are the shipping times and costs?

💳 Payments

• Which payment methods can I use?

🎁 Promotions

• What promotions are active now?

I haven’t received the confirmation email, what can I do?

If you have completed your purchase but have not received a confirmation e-mail, you should:

• Check your spam and marketing folders, e-mails may end up there by mistake.
• Wait a few minutes, confirmation e-mails may be slow to arrive.

If you still have not received a confirmation e-mail despite following the above steps, please get in touch using our contact form. We will be happy to help.

How can I track my order?

Once the order has shipped, a tracking number will be displayed with access to real-time tracking.

You will also receive a shipping confirmation e-mail containing:

• Tracking number: enabling you to track your order.
• A direct link to the courier company: allowing you to check the status of your order in real time.

With this information, you can track your order anytime and check the estimated delivery date.

Additional information:

• There are no deliveries on weekends or bank holidays.
• Please be aware that the tracking number is activated once the courier company receives the order. Therefore information may not appear immediately.

Once you have followed these steps, if you still have any questions or you are unable to locate your order, get in touch with us using the contact form. Write to us, we will be happy to help.

My order hasn’t arrived. What should I do?

If the delivery date for your order has passed and you still have not received it, please follow the steps below:

• Check the status of your order using the tracking link we sent you by e-mail.
• If you placed the order as a registered user, you can also access this information from your account in the ‘Orders’ section.

Please be aware that during busy periods (special offer or sales periods), delivery times may be mildly affected.

If you notice an issue after checking the tracking status or information is not updated, please contact our customer service team using the contact form. We are here to help and resolve any issues quickly.

I have received the wrong product or an item is missing from my order. How can I resolve this issue?

We are sorry to hear this. If you have not received the product you ordered, or if there is something missing from your order, please contact our customer service team using the contact form, selecting the relevant option.
To help resolve the situation as quickly as possible, we request that you provide the following information:

• A photo of the product received, for wrong product queries.
• A photo of the left arm of the glasses, clearly indicating the model code.
• A photo of the product box, showing the barcode.
• A photo of the package as received, including the inside.
• If you received other items in the same order, include photos of these products as well and their corresponding boxes.

With this information we can resolve your query more quickly.
Important: Please make sure that the total size of the files attached does not exceed 15 MB, to ensure we receive them.

Once we have received all the information, our team will investigate your case and inform you of the next steps to resolve the situation as quickly as possible.

I received my order, but it is in poor condition. What should I do?

We are sorry that your order arrived in poor condition. To resolve any issues as quickly as possible, please contact our customer service team using the contact form, selecting the relevant option.

To speed up the process, we request that you attach:

• A clear photo of the defect or damage to the product.
• A photo of the left arm of the glasses, clearly indicating the model code and a photo of the code on the box.
• A photo of the package and the product box as received (including the inside, if possible).

With this information we can resolve your query more quickly.

Important: Please make sure that the total size of the files attached does not exceed 15 MB, to ensure we receive them.

Once we have received all the information, our team will investigate your case and inform you of the next steps to resolve the situation as quickly as possible.

Can I cancel or change my order?

Once the purchase is complete, the items selected cannot be changed or cancelled. However, once you have received your order, if you wish to return any of the items, you can do this by following the returns process. Please see our Cancellation Policy for more information.

Remember:

• Returns must be made within the stipulated time periods and comply with the conditions contained in our Returns Policy.
• If your order has not been dispatched, contact our team as soon as possible to ask if it is possible to stop the delivery. It may already be too late, but we will do our best to help.

Can I return a product?

Yes, you can return any product you are not completely happy with. You have 14 calendar days from receipt of your order to exercise your right to cancel and return one or more items, including sale items.

Important to note:

• We do not offer exchanges. If you want a different product (different size, colour or model), you must return the item and make a new purchase.
• All returns must be sent by courier to the address listed.
• Personalized products cannot be returned, except in the case of a manufacturing defect.

How do I return an item?

1. Correctly package the products you wish to return.
2. Send the package using the courier of your choice. You need to cover the shipping costs for your return.
   Shipping address:

Northweek S.L.

Elche Parque Empresarial
Calle Marie Curie, 34
03203 Elche (Alicante), España
Re: Northweek Return

3. Correctly address the package. Information to include:
• Your order number (for example: NEU1234567), clearly visible on the outside or on the shipping label.
• Your full name or the e-mail address the purchase was made from.
• The package must be marked: “NORTHWEEK RETURN”.

This information must be included on the package so that we can identify your order and issue the correct refund.

When will I receive my refund?

Once we receive the package and check the contents, we will issue the refund as soon as possible.

The refund will be made using the same payment method as was used to make the original purchase.

If you return your entire order, we will also refund the original shipping costs (you will need to cover the shipping costs for the return).

For full details please refer to the cancellation clause in our Terms and Conditions.

What is the warranty for Northweek products?

All our products come with a three (3) year guarantee from the date of purchase. If, within this period, an item is found to have a manufacturing defect, you can contact our team for assistance using the contact form.

Importante:

• The guarantee only covers manufacturing defects.
• It does not cover damage caused by improper use, wear and tear, accidental damage or unauthorised manipulations.

To process your request, you must attach:

• Photos of the defect.
• A photo of the left arm of the glasses, clearly indicating the model code.
• A photo of the product code on the box.

Please make sure that the total size of the files attached does not exceed 15 MB, to ensure we receive them.

What are the shipping times and costs?

You can check processing times, delivery times and costs in our Terms and Conditions.
You can also view the table showing estimated delivery times for different destinations as a guide:

*Some offers include free or discounted shipping. You will be notified during the purchase process of any shipping cost reductions.

Important:

• The delivery times are for guidance only and can be affected by factors such as:
• High order volumes (offers, sales, etc.).
• Logistical incidents during processing or transport.
• Delays beyond our control (courier delays, customs, etc.).
• Currently, we do not ship lenses to the Canary Islands for logistical reasons. We hope to offer this service in the near future.

Which payment methods can I use?

• Credit card (Visa, MasterCard, American Express).
• Debit card (Visa, MasterCard, American Express)
• PayPal.

What promotions are active now?

SALES - 1-35%, +2-50%.

• Promo starts: 1 August 2025.
• Buy the number of PRODUCTS indicated to get the established discount for each ITEM. 1 PRODUCT (35%), 2 PRODUCTS or more (50%).
• Applies to the entire website. Except collaborations.
• Free shipping on orders over 49€.
• Cannot be combined with other promotions, discounts or offers.
• Deliveries made in accordance with health authorities’ safety measures.
• Returns subject to conditions. Visit our Refunds page.