FREQUENTLY ASKED QUESTIONS

To place an order, you must be 18 years or older. Age verification is required at checkout, and the cardholder must also be at least 18.

We use Yoti for age verification. During checkout, you will be automatically redirected to Yoti, where you will complete verification via a facial scan. If you appear close to 18 or if the scan fail, you may be asked to upload a photo of your ID for verification.

Sometimes the scan might not work when using the same age verification link multiple times. If the link doesn’t work the first time, we recommend waiting for a new email reminder with a fresh link, please use the link provided in that email to complete the age verification.

You can also try using a different browser or device, such as switching from a computer to a smartphone.

Additionally, please ensure that camera access is enabled in your browser settings, as this is necessary for the facial scan to work correctly.

If you continue to experience issues, please contact our Customer Service team.

Once your order has been dispatched, we will send a notification email with the shipment number so you can track your parcel.

You can also log in to My Pages and find more detailed information about the status of your order there.

Although rare, some deliveries may take longer than expected. If your package has not arrived within 7 business days after leaving our warehouse, please contact us with your order number, and we will investigate the issue.

Northerner offer four different shipping options for you to choose from.

Royal Mail Tracked 24: delivers your parcel to your home

InPost Locker: Self-service delivery method that allows you to pick up your order from a local automated parcel locker. Many of the lockers are available 24/7, providing you the flexibility to collect your parcel whenever most convenient for you. You have 72 hours to pick up your parcel after it’s delivered to your chosen locker.

 
DPD Next Day: Home delivery Monday-Friday

DPD Saturday Delivery: Home delivery only on Saturdays. Please note that orders must be placed by 4pm Friday for Saturday delivery

Orders placed before 4 PM on weekdays (excluding public holidays) will be packed and dispatched the same day for standard delivery.

Orders placed after this time, or during weekends and public holidays, will be packed on the next working day. 

If you purchase products containing batteries, such as vapes or heated tobacco devices, there may be delivery restrictions due to carrier regulations. We may not be able to deliver to the following locations:

Jersey, Guernsey, Eire, the Western Isles, the Shetland Islands, certain parts of Cornwall, Northern Ireland, Kirkwall, the Isle of Man, Inverness, Paisley, Perth, the Isle of Wight, Exeter, Kilmarnock, and Falkirk.

All Northerner UK orders are dispatched from our warehouse in Milton Keynes

No, we can only send orders within The UK.

By selecting Priority Packing at checkout, your order will be prioritised for handling and dispatchment from our warehouse as quickly as possible.

Please note that this option does not affect the delivery time after shipment.

To cancel your order before it is shipped, call our Customer Service team.

Please do this as promptly as possible as we won’t be able to cancel an order once it has left the warehouse. 

If you receive a defective product, do not discard it. Contact our Customer Service team as soon as possible via email or phone. 

To process your claim, we require the following:

• Your order number
• A photo documentation of the issue
• A short description of the defect

The original packaging must be saved and included in the photo evidence

If your order was damaged during transport, please follow below instructions: 

• Take a photo of the damaged parcel
• Save the items until the complaint process is completed
• Contact our Customer Service team for assistance

All payments are securely processed via our payment provider Klarna. You can choose from the following options:

• Debit/Credit Card
  
  
• Invoice

Your invoice will be sent to the email address you provided at checkout. If you can't access your email, please contact Klarna to have the invoice sent to you by mail. You can also find your invoice in the Klarna app.

If you experience issues during checkout when trying to pay for your order, check our payment provider Klarna’s recommendations below:

https://www.klarna.com/uk/customer-service/i-received-an-error-message-when-trying-to-pay-what-can-i-do/

If the problem still persists, please contact our Customer Service team.

If your discount code isn't working, please ensure: 

• The code is still valid: check the expiry date
• You entered it correctly: case-sensitive and no spaces
• The code applies to eligible items in your basket

If the issue still persists, please contact our Customer Service team