The North Face has teamed up with aftersales technology provider, Prolong, using its platform to standardise the repair processes to upgrade and expand its repair operations in the UK.

This initiative, in collaboration with their existing care and repair provider ACS Clothing Ltd, aims to modernise and scale repair services with a focus on digital accessibility and customer convenience.

“Repairs have become a strategic lever for The North Face. Prolong has enabled us to structure aftersales to support both sustainability goals and business performance.”

Marta Pellegrino, Senior Sustainability Specialist, The North Face

The partnership introduces a streamlined system that manages both in- and out-of-warranty repairs, making it easier for customers to access post-purchase support – even for older products. Fully customisable, the platform accommodates local market needs while integrating with The North Face’s retail and ecommerce operations.

For The North Face, the move strengthens its commitment to environmental responsibility by extending product lifespans and reducing waste. From a commerce standpoint, it opens new revenue streams through paid repairs of out-of-warranty items.

Prolong says it has created a centralised, omnichannel system that connects stores, warehouses and workshops to offer The North Face customers clear communication, fast resolutions, and a premium experience, whether their product is under warranty or not.

“Working hand in hand with The North Face, we tailored every feature to match the reality of their operations. The goal was clear: delivery speed, control, and simplicity, without compromising on brand standards.”