Frequently Asked Questions (FAQs)
Frequently Asked Questions
Welcome to the Northvale London FAQ page.
Here you will find quick answers about orders, shipping, payments, returns, sizing, and customer support.
What does Northvale London sell?
Northvale London is an online fashion store currently focused on women’s and men’s footwear.
We offer comfortable, stylish, and versatile shoes designed for everyday wear, casual plans, travel, warmer days, and smart casual outfits.
As our store grows, we may expand into more fashion categories while keeping the same focus: practical, wearable, and stylish products at accessible prices.
Where do you ship?
We currently ship throughout the United Kingdom, including England, Scotland, Wales, and Northern Ireland.
At this time, we do not offer international shipping outside the United Kingdom.
How long does delivery take?
Our estimated delivery time is:
Processing time: 2–3 business days
Transit time: 4–9 business days
Total estimated delivery time: 6–12 business days
Business days are Monday to Friday, excluding weekends and public holidays.
Delivery times are estimates and may be affected by carrier delays, high order volume, public holidays, incorrect delivery information, or circumstances outside our control.
What is your order cutoff time?
Our order cutoff time is:
6:00 PM UK time
Orders placed after this time may begin processing on the next business day.
How much does shipping cost?
We currently offer Free Standard Shipping on all orders within the United Kingdom.
There is no minimum purchase required for free standard shipping.
Will I receive tracking information?
Yes. Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information, when available.
Please allow some time for tracking details to update after the shipping confirmation has been sent.
If you need help with tracking, contact us at:
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at:
We will do our best to help. However, once an order has been processed or shipped, we may not be able to make changes or cancel it.
What payment methods do you accept?
We currently accept the following payment methods:
Visa
Mastercard
American Express
Discover
Diners Club
Elo
JCB
UnionPay
Apple Pay
Google Pay
All payments are securely processed through Shopify checkout and authorised payment providers.
What currency do you use?
All prices on Northvale London are listed in GBP (£) unless otherwise stated.
The final order total will be displayed at checkout before you complete your purchase.
Is my payment information secure?
Yes. Our checkout uses secure technology provided by Shopify.
Our website uses SSL encryption to help protect sensitive information submitted during checkout, including personal details, billing information, and payment data.
We do not store your full credit card or debit card number on our own systems.
What is your return policy?
We offer a 30-day return policy.
This means you have 30 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.
To start a return, contact us at:
Please do not send items back without contacting us first. Items sent back without first requesting a return may not be accepted.
Do UK customers have a cancellation right?
Yes. If your order is shipped to the United Kingdom, you have the legal right to cancel your order within 14 days after receiving your item, without giving a reason.
After notifying us that you wish to cancel, you then have another 14 days to return the item.
Please review our Return & Refund Policy for full details.
Who pays for return shipping?
For change of mind returns, customers are responsible for the cost of return shipping, unless the item is faulty, damaged, incorrect, or not as described.
If your item arrives faulty, damaged, incorrect, or not as described, please contact us immediately so we can review the issue and help find a suitable solution.
What should I do if I receive a damaged or incorrect item?
Please contact us as soon as possible at:
Include your order number, a clear description of the issue, and photos of the damaged, faulty, or incorrect item where possible.
We will review the issue and work to resolve it as quickly as possible.
When will I receive my refund?
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, your refund will be processed to your original payment method.
Refunds are usually processed within 10 business days after approval, but your bank or payment provider may take additional time to post the funds to your account.
Can I exchange an item?
The fastest way to exchange an item is to return the item you have and place a separate order for the new item.
Please contact us first before sending any return.
How do I choose the right shoe size?
We recommend checking the size guide on the product page before placing your order.
If you are between sizes or unsure which size to choose, please contact us at:
We will do our best to help you choose the most suitable option.
Are product colours exactly the same as in the photos?
We do our best to display product colours as accurately as possible.
However, colours may vary slightly depending on your screen, device settings, lighting, and display configuration.
Do you sell only shoes?
At the moment, Northvale London is focused on women’s and men’s footwear.
As our store grows, we may expand into more fashion categories while keeping the same focus on comfort, style, versatility, and everyday use.
How can I contact Northvale London?
You can contact us by email or phone.
Email: support@northvalelondon.com
Phone: +44 20 3996 0991
We aim to respond to all customer inquiries within 24 hours.
What are your customer support hours?
Monday to Friday: 09:00 – 17:00 UK time
Weekends: 11:00 – 16:00 UK time
Response times may be slightly longer during weekends, public holidays, or periods of high demand.
Store Information
Store name: Northvale London
Company name: DL ECO GROUP, LLC
Company type: Limited Liability Company
Company Registration No.: 2023-001343385
Company Address
DL ECO GROUP, LLC
7345 W Sand Lake Rd
Ste 210, Office 9702
Orlando, FL 32819
United States
Returns / Warehouse Address
The London Office
5th & 6th Floors
167-169 Great Portland St
London W1W 5PF
United Kingdom
Please contact us before sending any return. Items sent back without first requesting a return may not be accepted.
For return requests, contact:
Important Store Policies
Before placing an order, we recommend reviewing our store policies:
Shipping Policy
Return & Refund Policy
Privacy Policy
Terms of Service
Payment Policy
Contact Information
These pages include important information about delivery, returns, refunds, payments, privacy, and your customer rights.