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How to return your Smart Parka jacket

I am writing this because there have been a lot of comments on my post about how they could return their jacket.

It’s bloody annoying how they make it so difficult for buyers to return and so much easier to buy so here are my tips and hopefully they help you:

1. E-mail info@northaware.com & brendan@northaware.com

Include this in your email:

a. Your email that was used to place the order
b. Your backer number or order number
c. The list of products you are returning (here’s mine as an example):

1 Classic (Women) XS / Black
SKU: SPW10402021
1 T-Shirt (Female – S- Charcoal)
SKU: TSW990307

1 Smart Parka Gloves (2XS – Black)

SKU: GSW9990101

2. Facebook message them that you are waiting for their confirmation to ship the items.
MESSAGE them constantly. I know it sucks and we sound like those annoying and demanding customers but THIS IS COMPLETELY REASONABLY IMO because replying a customer is their job especially if the items are below expectations. Don’t feel bad for being annoying. Also, not all companies are like them so at least for once, you get to be demanding.
If they are still ignoring you, message them and tell them you are going to lodge a report against them. This is not a threat as they would be under serious lawsuit if they do not abide by your request to process the order.

3. Once they confirmed that they’ve received your request, ship your jacket and everything you want to return.
Process the package ASAP and remember to request for a tracking number from the post office. It is heartbreaking and downright irritating yes because we have to pay for the shipping fee. Take it as a lesson learnt and an unwilling act of charity. No other way to comfort your soul besides that.
Take a picture of the tracking number and your shipping fee payment receipt.
Have one for safekeeping and send the other receipt to them.
4. Track your shipment constantly and once you’ve been notified that they’ve been received, TAKE A SCREENSHOT of what you see.
Why? Because this way, North Aware has no reason to say that they did not receive your jacket at all. You have proof that the jacket has been in their warehouse and you have been adhering to all their return guideline which is so much more steps than buying the jacket itself.
5. Facebook Message and Tweet Constantly to them until you receive your refund.
6. Worse come to worse, really lodge a complaint.
7. If this is too troublesome for you, take it as a $350 CAD sunk cost. But seriously, I rather you donate them to a charity organization.
Hope this helps!

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1 Comment

  • Reply Lauren

    I’m with you. Mine came in January finally, but the hood is so big that I can’t see anything when I wear it so I took them up on the return. It took them 2+ months to accept my return, including one time when I paid to ship it following their instructions, and they failed to accept my delivery and returned it to the US. They finally accepted the second return last month but still haven’t paid me so I followed up today and got this response:

    Hello Lauren,

    Our warehouse has now closed for the season. I will do my best to get on the phone with our warehouse manager to see what we can do.

    What I can do for you is book you in for Smart Parka 1.0 for next winter at no additional cost:
    http://preorder.northaware.com

    Alternatively, I can also mark you down to receive a refund once our warehouse opens back up in Oct. Please let us know how you want me to proceed.

    Have a great day!
    Brendan Panikkar
    Vice-President, Customer Service
    North Aware
    brendan@northaware.com

    They didn’t have to accept returns, but they offered one, and they asked me to pay to ship it so they owe me my money back, especially as I won’t get the hours back from my 31 emails, several failed calls, three trips to the post office, and calls with Canadian postal customs service.

    April 13, 2017 at 6:43 pm
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