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Help & FAQs
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Frequently Asked Questions
Shipping & Order Status
How can I check the status of my order?
To check the status of your order, log in to your Northwest Territory account and navigate to the "Order History" section. Here, you'll find the most up-to-date information on your order.
Can I track my order in real-time?
Yes, you can track your order in real-time. Once your order is shipped, you will receive a tracking number via email. Use this tracking number on the designated courier's website to monitor the current status and location of your package. Track my Order
What do the different order statuses mean?
We may use various order statuses, including "Processing," "Shipped," and "Delivered." "Processing" indicates that your order is being prepared, "Shipped" means it has left the warehouse, and "Delivered" confirms that your package has reached its destination.
My order status is "Processing." What does that mean?
When your order status is "Processing," it means that we are actively preparing your order for shipment. This includes picking, packing and getting them ready for dispatch.
How long does it take for an order to be processed and shipped?
Typically, Northwest Territory aims to process and ship orders on the same day if an order is received at 2:30 pm (Mon-Friday). Orders placed after this time will be processed on the next working day. However, The processing and shipping times can vary based on several factors, including the availability of the products and your location. For full details please see our Shipping & Returns policy.
My order status is "Shipped." When can I expect delivery?
Once your order is marked as "Shipped," refer to the provided tracking number for more accurate delivery information. Delivery times depend on the shipping method chosen during checkout and your location.
What should I do if my order status is not updating or seems delayed?
If you notice a delay in your order status update or have concerns, simply contact us. We will be able to provide more information, investigate the issue, and assist you in resolving any concerns.
Can I modify my order after it has been placed?
Once your order is confirmed, we are unable to make any changes to the items, quantity, shipping address, or any other details. This is due to the quick processing of orders within our warehouse.
How can I cancel my order?
Unfortunately, we cannot cancel orders once they are placed. Our commitment to swift processing and dispatch prevents us from halting or altering orders once they are in progress.
What do I do if my order status is "Delivered," but I haven't received it?
If your order status is marked as "Delivered" but you haven't received it, first check with neighbors or family members. If the issue persists, simply contact us for assistance in tracking down your package.
Do you ship overseas?
Yes, we ship to customers worldwide. Shipping costs vary depending on your country and will be calculated during the checkout process. For comprehensive information, please refer to our Shipping & Returns policy.
What if my order doesn’t arrive?
If your order fails to arrive, please promptly contact us with your order number. Our customer services team will investigate the issue and provide the necessary assistance to ensure the successful delivery of your order.
Ordering Help
How do I find the right product on the Northwest Territory website?
Navigate through our website using the search bar or browse through categories to find the products you're interested in. Filters and sorting options can also help narrow down your choices.
Are product reviews available on the website?
Yes, customer reviews are often available for products on our website. These reviews can provide valuable insights into the quality and performance of the items you are considering.
How do I determine my size for footwear?
We recommend selecting the size that corresponds to your regular running shoe size. Our shoes and boots are in standard width. If you need a wider fit, we suggest going up a size. If they don’t fit we do offer free exchanges. Refer to our size guide available on the product pages. These charts provide measurements to help you select the correct size.
What payment methods are accepted?
We accept various payment methods, including credit/debit cards and other secure online payment options. During checkout, you will see a list of accepted payment methods.
How can I apply a discount code to my order?
During the checkout process, there is typically a field to enter discount codes. Enter the code provided, and the discount will be applied to your order.
What if a product is out of stock?
If a product is out of stock, you can often sign up for notifications to be informed when it becomes available again. Alternatively, contact our customer service team for information on restocking.
How can I track my order after Ordering?
Once your order is shipped, you will receive a tracking number via email. Use this tracking number on the designated courier's website to monitor the current status and location of your package. Track my Order
What is your return policy?
Details about our return policy can be found in the Shipping & Returns policy section on our website. It includes information about the return process, eligible items, and any associated timelines and costs.
How can I contact Northwest Territory customer service for buying assistance?
For any inquiries related to purchasing, you can reach our customer service team by emailing customerservices@patrickshoes.co.uk. Please include relevant details to facilitate a quick and effective response.
Returns and Refunds
How do I return an item?
Returning items is hassle-free!
You have the flexibility to return items within 60 days of purchase for a refund, provided they are in their original packaging and/or still have the original tags attached, and are in an unworn condition.
For added peace of mind during the holiday season, we've extended our standard returns policy. Starting from November 1, 2023, items purchased online will be eligible for return until February 10, 2024
There are three convenient ways to initiate a return:
- Log in to your account, where you can easily create a return request for your specific order.
- Reach out to our customer service at customerservices@patrickshoes.co.uk, and we'll assist you in processing your return.
- Use our dedicated Return & Exchange Request page to initiate and streamline your return process effortlessly.
- Please follow the Return Instruction to pack your return.
To return a faulty or incorrect item, please click the Return & Exchange Request page for more information.
For Faulty items, don’t forget that you’ll need to show your proof of purchase. This can be a confirmation email or packaging slip.
Please note because of hygiene reasons, we do not offer refunds or exchanges on socks.
When will I receive my refund?
Once we receive your return, please allow 14 working da for your return and refund to be processed.
You'll receive an email confirming that your refund has been processed.
Do I get free exchange on International returns?
Once we receive your return, please allow 14 working day for your return and refund to be processed.
You'll receive an email confirming that your refund has been processed. We do not offer a free exchange on International orders. Please read our Shipping & Returns policy for more details.
Extended Christmas return policy.
For added peace of mind during the holiday season, we've extended our standard returns policy. Starting from November 1, 2023, items purchased online will be eligible for return until February 10, 2024
How long will my shoes and boots stay waterproof?
We make our shoes and boots waterproof using durable technology that lasts a long time. To keep your footwear in good condition, store them in a dry and well-ventilated room. Please refer to Shoe Care for more details.
Shoes Care
Proper care and maintenance are essential to ensure the longevity and performance of your footwear. Please refer to our Shoe Care page to know more.
