The North Face expands UK repair service with Prolong
The North Face is enhancing its repair service in the UK through a new partnership with French company Prolong. The collaboration aims to streamline the brand's after-sales service, which has already served more than 1,000 customers since its launch in 2024.
While Prolong provides a tool designed to "orchestrate and enhance the entire post-purchase experience"— offering detailed tracking and a user-friendly interface— The North Face works with Advanced Clothing Solutions (ACS) in the UK to manage customer returns and restore products to good condition.
The brand also offers its repair service in Germany through a partnership with United Repair Centre (URC). "The North Face is committed to gradually expanding its paid repair service across the region, prioritising countries where customer demand is strongest and working with the right partners," said Marta Pellegrino, sustainability and CSR manager.
For now, the repair service is available primarily through The North Face retail stores, but the brand plans to extend it to its e-commerce site in the future.
The service covers a wide range of products, with some exclusions, including footwear, hard luggage and the replacement of waterproof zippers.
Repairs are offered free of charge under warranty for manufacturing defects. For paid repairs, The North Face manages logistics and covers shipping costs. Pricing is available both online and in stores.
"Repair and processing times typically range from seven to 14 days, depending on the shipping providers," added Marta Pellegrino.
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