Have your order number and the email address used at checkout ready when contacting Customer Service for an update. If you have received shipment tracking, check the carrier's latest update for the delivery status.

Check the carrier's tracking page for the latest scan or delivery notice. If the status remains unchanged or an expected delivery date has passed, contact Customer Service with your order and tracking numbers so we can review the next steps.

Contact Customer Service as soon as possible with your order number and the correct address. Please do not assume an address change has been made until it is confirmed. Address changes cannot be guaranteed.

Check the tracking details, delivery location and any reception or concierge area. If you still cannot locate the shipment, contact Customer Service promptly with your order and tracking numbers. For damage, an incorrect item or missing contents, keep the packaging and include photos of the package, shipping label and items received. Our team will review the issue and advise on next steps.

Before placing an international order, confirm which Nobis website serves your destination. Contact Customer Service if you need help confirming destination eligibility, available delivery services, shipping charges or how duties and taxes apply to your order.

Check the product page for current availability. If you need help, contact Customer Service with the style name, colour and size you are looking for. Please do not assume that an out-of-stock item will return or that a restock date is confirmed.

Send Customer Service the style name or a photo, along with your preferred size and colour. We can review your request and help you explore available alternatives. Authorized retailers carry different selections, so availability may differ by location.

Check your receipt or order confirmation for the style name. If you still need help, send Customer Service clear photos of the front and back of the jacket, the interior labels and any distinctive details. Include the Certilogo code if available.

Use “Request a Return” on our website and enter your order details within 30 days of your purchase date. Eligible items must be unused, in their original condition and packaging, with all original tags attached. Items must also be unworn and unwashed. If you purchased from another retailer, contact that retailer to arrange a return under its policy.

Final-sale items are not eligible for online or in-store return, refund or exchange. The published policy includes sale items, NEXT by Nobis products, NEXT Vault products, collaboration products, limited-edition products and promotional products. Review the product and offer terms before purchasing.

Contact Customer Service with your order number and preferred size to confirm the available options before sending anything back. Please check the size guide on the product page when choosing a size. Final-sale items are not eligible for exchange.

For an eligible complimentary return, a prepaid shipping label is emailed after you submit your order details through “Request a Return”. If you cannot locate it, check your junk or spam folder and contact Customer Service with your order number. Use the instructions provided for your return.

Use your return shipment's tracking number to check its delivery status and keep your drop-off receipt. For help after delivery, contact Customer Service with your order number, return tracking number and delivery date.

Please allow 7–14 days after your returned order is received for your refund to be issued. If that period has passed, contact Customer Service with your order number and return delivery details so we can review the status.

Nobis outerwear is warranted against defects in materials and workmanship for the reasonable lifetime of the product. Coverage applies to qualifying regular-price purchases from authorized Nobis retailers, requires original proof of purchase and all interior garment tags, and is non-transferable. Damage caused by accidents, improper care, negligence or normal wear and tear is not covered. Dry cleaning, alterations or modifications void the warranty.

Please provide your original proof of purchase (order receipt or credit card statement) with the purchase date and product details clearly legible. All interior garment tags must remain attached. If you no longer have your receipt, contact the original seller to ask whether a copy is available. Warranty eligibility cannot be confirmed without the required documentation.

Complete the warranty request form with your contact information, a description of the concern, clear photos and proof of purchase. Include your Certilogo code if available. Our Customer Service team will follow up on your request. Please wait for shipping instructions before sending your garment as a reference number is required.

Legacy, final-sale and discounted purchases that are not eligible for warranty may be serviced with an aligning repair fee. Submit a repair request so we can assess your item and advise on available options. Repair feasibility and pricing require review; submitting a request does not guarantee that a repair is possible.

For covered warranty service, you are responsible for shipping your item to Nobis, and Nobis covers return shipping. Nobis is not responsible for import fees incurred when you send your item to us. Your garment must arrive clean; soiled items are subject to a cleaning fee before service. Follow the shipping instructions provided for your case. For non-warranted repairs, request confirmation of the applicable shipping charges before sending your item.

Contact Customer Service for an estimate for your specific repair. Please include your case number when requesting a status update.  Repair service lead times may change based on seasonal volumes.

Typically a jacket is not eligible for replacement once the purchase date exceeds our typical return policy timeframe.  Exception to this policy is only made in extreme circumstances upon evaluation for issues related to manufacturing defect or component failure; This is true regardless of warranty status. Replacement is at our discretion and may be considered when the required service exceeds the item's retail value. If the original style is unavailable, our team determines a replacement of equal value and similar styling.

Lost or misplaced hoods, trims, belts and liners are not covered by warranty. A replacement may be ordered for a fee while the style remains in production. Contact Customer Service with your style name, size, colour and photos of the jacket and attachment points so we can review the request.

Contact Customer Service with your jacket's style, size and colour, along with photos of the belt, buckle or attachment area. Ask our team to confirm compatibility, availability and cost before ordering a replacement.

Please send photos of the component and the affected area to Customer Service. Our team can review whether a replacement or repair option is available. Do not assume that a component can be purchased separately or fitted to every style.

Contact Customer Service for pricing for the specific part you need. Ask for confirmation of the part price, any fitting or repair charge, shipping and applicable taxes or import charges before proceeding.

The published replacement policy makes replacement trims, belts, hoods and liners conditional on the style remaining in production. If you have an older or discontinued style, contact Customer Service to ask whether any suitable option remains available. A matching replacement cannot be guaranteed.

Before ordering, contact Customer Service with the part you need and your destination country and postal code. Ask our team to confirm whether the order can be fulfilled to your location and what shipping or import requirements apply.

Check that you are using the correct email address and follow the sign-in or account-recovery instructions displayed on the website. If you are expecting a sign-in or recovery email, check your junk or spam folder. If you still need help, contact Customer Service with the email address associated with your account and a description of the error. Never send your password or one-time sign-in code.

Always check your garment's care label first. For outerwear covered by our care guide, remove the fur trim and empty the pockets. Close the zipper and front placket, then wash right side out on a cool, delicate cycle with gentle detergent. Turn the jacket inside out, keeping the zipper and placket closed, and tumble dry on a delicate or cool cycle. Clean dryer balls or tennis balls may help distribute the down. Ensure the jacket and down are completely dry before wearing or storing. Do not dry clean your outerwear; dry cleaning voids the warranty. For more information, see our Product Care guide.

Use the Certilogo authentication option on our FAQ page and follow the prompts to verify your product's unique code. A Certilogo or CLG code is a 12-digit identification code used for product authentication. If you cannot locate the code or need help with the process, contact Customer Service.