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FREQUENTLY ASKED QUESTIONS

How do I make a purchase?
Do I need to set up an account to place an order?
I've forgotten my password - what do I do?
How do I know that the products you sell are authentic?
Which size should I choose?
How do I know if an item is in stock?
What payment methods does THE OUTNET accept?
Will my payment be secure?
Why do I need to re-enter my credit card details when I add a new address?
How do I remove saved credit card details?
Can I change my personal information?
Is my personal information kept private?
What are cookies? Should I be worried about them?
Does THE OUTNET ship to Post Office boxes or Freight Forwarding addresses?
Why are shipping restrictions applied to some items?
How do I change currency?
Why did the price of my order change when I entered my shipping address?
Does THE OUTNET ship to multiple addresses?
What packaging will my order will be shipped in?
Is my package insured?
Do I need to sign for my order?
Can I change my shipping address after my order has been dispatched?
Can I add items to an existing order?
How will I know you received my order and when will payment be deducted?
Can I track my order?
Where is my order?
How do I return items?
Can I return items from Pop-Up sales, Going, Going, Gone sales or Giveaways?
Do I have to return my items in the box?
How long can I keep an item before I send it back?
Do I have to use UPS or DHL to make my returns?
What happens if I return my item late?
How will I be refunded?
What is a Flash sale?
How often do you host Flash Sales?
Can I purchase Flash sale items with normal items?
What is a Pop-Up sale?
What is a Going, Going, Gone sale?
What is an RMA?
How do you classify faulty goods?
How can I get updates on sales dates or developments with the service?
What is Delivery Duty? Do I have to pay it?
How do I make a complaint?

HOW DO I MAKE A PURCHASE?

Shopping at THE OUTNET is easy:
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DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

You can shop at THE OUTNET without creating an account but if you do set one up, you'll receive the following fabulous benefits:
  • Track your order and review past purchases
  • Request your return or exchange directly from your account
  • Shop without entering your address or card details
  • Manage your address book and email settings
  • Be the first to know about upcoming Flash Sales, Giveaways and snap up a designer label at the same time
    • You will be given the opportunity to create an account after you make a purchase - all you need to do is add a password.
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    I'VE FORGOTTEN MY PASSWORD - WHAT DO I DO?

    If you have forgotten your password, click here to change it or follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. You will then be sent an email which will enable you to create a new password. Please note that for security reasons we are unable to send your password via email.
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    HOW DO I KNOW THAT THE PRODUCTS YOU SELL ARE AUTHENTIC?

    As an authorized online distributor for all of the designers we feature, we unconditionally guarantee that every item we sell is 100% authentic.

    Please note that we are unable to comment on the authenticity of any items not purchased from THE OUTNET.
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    WHICH SIZE SHOULD I CHOOSE?

    All products are sold by the international sizing scheme used by the designer. To convert this to your usual size, simply click on the 'sizing charts' link which you will find on every product page.

    As sizes can vary greatly by designer, we have also provided the actual dimensions of each product for you to compare with your own body measurements. In addition, each style stocked is tried on for size by Customer Care. Please refer to the 'Size & Fit' tab on every product page to see whether an item runs true, small or large to size. If you have additional questions, please send an email to customercare.usa@theoutnet.com for assistance.

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    HOW DO I KNOW IF AN ITEM IS IN STOCK?

    All items are sold on a first-come, first-served basis and are in stock unless 'Sold Out' is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
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    WHAT PAYMENT METHODS DOES THE OUTNET ACCEPT?

    We accept Visa, MasterCard, American Express, Visa Debit, Visa Delta, Electron, JCB cards and any other methods which may be clearly advertised on the site from time to time.

    Please note that we do not accept any other methods of payment apart from those listed above. Back to top

    WILL MY PAYMENT BE SECURE?

    Our Site is as secure as we can possibly make it. All credit card transactions are processed using ChasePaymentech, a secure online payment gateway that encrypts your card details in a secure host environment. Plus, if you are a registered THE OUTNET user, we will safely store your credit card details - making it quicker and simpler to shop with us. Your full card details will never be displayed and only used to process card transactions which you have initiated. You can delete your card details by clicking on the 'enter new card' link.

    To help ensure that your shopping experience is safe and secure, THE OUTNET uses Secure Socket Layer (SSL) technology which encrypts information sent over the internet.

    See the Payment section for more information.
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    WHY DO I NEED TO RE-ENTER MY CREDIT CARD DETAILS WHEN I ADD A NEW ADDRESS?

    For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.
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    HOW DO I REMOVE SAVED CREDIT CARD DETAILS?

    To remove previously saved credit card details you will need to add a new billing address or new card.
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    CAN I CHANGE MY PERSONAL INFORMATION?

    Yes, after logging into the site using the 'Sign In' menu on the home page, your personal information will be made available for review and change in the 'My Account' section. Only you or, upon your request, a Customer Care representative, may access your personal data from the website using your password and User ID. Information may be changed online within My Account, Address Book and My Emails. You can change or delete saved credit card details each time you make a purchase. You will also be able to delete saved credit card details by adding or editing a shipping/billing address. If you prefer, you may contact us by email at customercare.usa@theoutnet.com and we will amend your personal details.
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    IS MY PERSONAL INFORMATION KEPT PRIVATE?

    Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

    To register at THE OUTNET, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

    Please note that THE OUTNET may use the information you provide to inform you of new goods and services via email. If you would prefer not to receive these updates, please email unsubscribe@theoutnet.com.

    Privacy Policy See our Privacy Policy in full.
    Terms and Conditions See our Terms and Conditions in full.
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    WHAT ARE COOKIES? SHOULD I BE WORRIED ABOUT THEM?

    A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items.

    Registered customers who have cookies enabled will be automatically recognized when they visit THEOUTNET.com - your name will appear in a welcome message at the top left hand corner of the website. You will be able to access our fabulous Flash Sales, enter our Giveaways and add items to your shopping bag without signing in to your account.

    When you proceed to purchase you will be prompted to enter your email address and password and review your shipping and payment details before completing your order. Please note that registered customers will be recognized for 14 days. After this time, users will be prompted to sign back in to their account.
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    DOES THE OUTNET SHIP TO POST OFFICE BOXES OR FREIGHT FORWARDING ADDRESSES?

    Please note that we are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to Frieght Forwarding addresses, which includes Aramex addresses.
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    WHY ARE SHIPPING RESTRICTIONS APPLIED TO SOME ITEMS?

    Due to international trading agreements and regulations, THEOUTNET.com is obliged to adhere to particular shipping restrictions.

    As a result, we are unable to dispatch items made of exotic skins outside of the EU. In addition, some products manufactured in China and fine jewelry of certain compositions, are not allowed to be shipped to some countries.

    If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the EU.

    For more information, please read our Shipping Information.
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    HOW DO I CHANGE CURRENCY?

    You are currently viewing the UNITED STATES version of our website, serving the United States, Canada and Latin America. By default your order will be charged in US Dollars.

    To change currency, simply click on the country on the top left corner of the website and select from the list of shipping destinations, or click here.
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    WHY DID THE PRICE OF MY ORDER CHANGE WHEN I ENTERED MY SHIPPING ADDRESS?

    All prices shown on our website are displayed for shipping within the United States. Once you have entered your shipping address, our website is able to determine the correct unit price according to the destination you provide.

    After you have entered the shipping address you are directed to the Payment page where the itemized price for your order is displayed before you are required to enter any credit card details.

    Not all items on our website will have the suggested retail price affected by the delivery location. Although product prices may vary around the world, they will always be competitive.
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    DOES THE OUTNET SHIP TO MULTIPLE ADDRESSES?

    Unfortunately, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.
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    WHAT PACKAGING WILL MY ORDER WILL BE SHIPPED IN?

    All orders are packaged in tissue with exclusive THE OUTNET stickers. To protect your purchases during transit, your order will be placed inside a brown box.
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    IS MY PACKAGE INSURED?

    All items are insured against theft and accidental damage whilst in transit from THE OUTNET to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

    If you have specified a recipient that is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at their delivery address) is evidence of delivery. This signature is also evidence of fulfilment of your order by THE OUTNET and transfers the responsibility of your purchased goods to you as it would by signing for them yourself. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing that you are accepting a damaged box.
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    DO I NEED TO SIGN FOR MY ORDER?

    Due to the value of the goods that we sell and in order to ensure your purchase is secure, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature. Therefore, please ensure someone will be available to sign for your order within the specified delivery times: 9am-5.00pm, Monday to Friday.
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    CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

    We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a shipping address where someone will be available to sign for your order within the specified delivery times: 9am-5.00pm, Monday to Friday.
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    CAN I ADD ITEMS TO AN EXISTING ORDER?

    Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.
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    HOW WILL I KNOW YOU HAVE RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?

    After you place your order, you will be sent an email confirming that it has been received.
    Your card will only be debited at the time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.
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    CAN I TRACK MY ORDER?

    Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Accountfollowed by My Orders.
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    WHERE IS MY ORDER?

    We aim to dispatch all orders within 48 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, THE OUTNET is not responsible for any delays caused by destination customs clearance processes.

    Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by My Orders. If you are not registered, why not sign up now so you can track future orders?
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    HOW DO I RETURN ITEMS?

    THE OUTNET will accept exchanges and returns in all categories with the exception of Giveaways, Pop-Up sales and Going, Going, Gone sales. Items purchased in Going, Going, Gone sales are final sales. Items purchased in Pop-Up sales can be returned for store credit only. However, we will attempt to honor exchanges on Going, Going, Gone sales and Pop-Up sales based on stock availability.

    Making a return or exchange is easy using the return slip contained in your order. Just make sure you request your RMA within 14 days of receiving your order. The cost of returns from all destinations is $7.95. Please note, outbound shipping charges are non-refundable (except for the return of faulty goods).

    RECEIVING YOUR RMA

    1. Sign into your account and under My Orders, select the order number containing the items you would like to return.
    2. Click on the RETURN/EXCHANGE AN ITEM button and choose the reason why you want send your item(s) back. If an item is faulty, please provide details why.
    3. If you'd like to exchange an item because the fit isn?t right, choose the replacement size.
    4. To request a refund, select how you would like to be credited. This needs to match the original payment method used. Please note, store credit is valid for one year from issue date.
    5. Check the box to agree with our Return Policy. You will then receive an email containing your RMA number which is valid for 7 days.

    RETURNING YOUR PURCHASE

      Domestic returns service:
    1. Book a collection with UPS by calling 1 800 823 7459. Alternatively, drop your shipment off at your local UPS store or at any UPS facility. To find your nearest store visit www.ups.com.
    2. Select the 'Second Day Air' option and quote our account number provided with your RMA. You will also need your tracking number which begins with '1Z'.
    3. Complete and sign a copy of the returns proforma invoice enclosed with your order and include it with your return.
    4. Then attach the UPS label on the outside of the box and leave your package open until the driver has checked the contents.

      International returns service:
    1. Book a collection with DHL. To find the telephone number of your nearest DHL, visit www.dhl.com and select your country. Please give our account number as stated in your RMA email.
    2. Sign four copies of the returns proforma invoice that you received with your order (and fill in the DHL air waybill if applicable).
    3. Then leave your package open until the driver has checked the contents.

    You will be notified by email once your return has been received and processed.

    Please note that we can only process an exchange for the same item in a different size based on stock availability (this excludes Giveaways). When requesting your RMA, please specify the size you require. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new item separately.

    See the Returns and Exchanges section in Terms and Conditions for our full Returns Policy.
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    CAN I RETURN ITEMS FROM POP-UP SALES, GOING, GOING, GONE SALES OR GIVEAWAYS?

    Unfortunately, we are unable to offer returns for items purchased in Pop-Up sales; Going, Going, Gone sales or items won in our Giveaways. Where possible, we may be able to offer size exchanges, subject to stock availability and excluding Giveaways.
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    DO I HAVE TO RETURN MY ITEMS IN THE BOX?

    Items should be returned in their original packaging to make sure they are protected in transit. Shoe boxes should also be protected as they are considered part of the product and your return may not be accepted if the box is damaged.
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    HOW LONG CAN I KEEP AN ITEM BEFORE I SEND IT BACK?

    If you want to return an item(s), you must request an RMA number within 14 days of receiving your order by emailing customercare.usa@theoutnet.com. Items should then be returned within seven days of receiving your RMA number. Please note that RMA numbers requested later than 14 days of reciept of an order will be granted at our discretion.
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    DO I HAVE TO USE UPS OR DHL TO MAKE MY RETURNS?

    We prefer that items are returned to us via UPS or DHL to make sure they are protected and insured during transit. However, you may return the goods to us by any secure means at your expense. Our address for all returns is: THE OUTNET, DC2, 725 Darlington Avenue, Mahwah, NJ 07430, USA, and we request that you contact us at customercare.usa@theoutnet.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via UPS and for any additional charges incurred by not using these specified couriers.
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    WHAT HAPPENS IF I RETURN MY ITEM LATE?

    Items should be returned within seven days of the date of your RMA request. Returns outside these timeframes may be accepted at the discretion of THE OUTNET and may only be refunded as a store credit. Please also note that RMA numbers requested after the required 14 days after dispatch will be granted at our discretion.
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    HOW WILL I BE REFUNDED?

    Your refund will either be credited to the original purchaser's card, or we will issue you store credit on your account with THE OUTNET. Please note, due to the varying processing times of individual issuers, card refunds may take up to 10 days to appear in your account.

    The amount you will be refunded is exclusive of outbound shipping costs. If your order has been sent to a destination within New York, all sales taxes will be refunded. Outside the United States, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

    See costs for Shipping and Returns.
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    WHAT IS A FLASH SALE?

    Flash sale is an umbrella term to describe all our special events: Going, Going, Gone sales; Pop-Up sales and Giveaways.
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    HOW OFTEN WILL YOU HOST FLASH SALES?

    We hold Going, Going, Gone sales twice a week, Giveaways every month and Pop-Up sales on a regular bases. To find out about future sales, make sure you sign up to our sign up to our email updates.
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    CAN I PURCHASE FLASH SALE ITEMS WITH NORMAL ITEMS?

    Yes, you can purchase both types of product at the same time but please ensure you purchase any Flash Sale items before the timer runs out. You will be able to see how much time is left by referring to the timer in your shopping bag.
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    WHAT IS A POP-UP SALE?

    Pop-Up sales feature a group of items edited by brand or by theme on sale for a limited time (usually 72 hours).

    To start shopping from a live Pop-Up sale you'll need to register and sign in first. Then make your selection from the items featured and complete your purchase before the stock sells out or the sale ends (as indicated by the timer). If you have other items in your bag, you can buy them together with the Pop-Up sale items.

    If your size has sold out, it is worth checking back every so often in case we receive any cancellations while the sale is in progress.
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    WHAT IS A GOING, GOING, GONE SALE?

    Going, Going, Gone sales are a unique type of sale which allow you to choose the price you want to pay for a particular product.

    Going, Going, Gone sales will only run for a short amount of time.

    As with Pop-Up sales, you'll need to be registered and signed in to take part.

    The sale will begin at the featured item's original price, which will then drop continuously throughout the sale until the stock sells out or the sale ends (as indicated by the timer). There's no need to refresh your page as the price will update automatically.

    Add the item to your bag, but choose carefully because as soon as you click 'Add to Bag' this will lock in the price. Shop too early and you could miss out on a super-low price. Leave it too late and there may be no more stock left...

    See Terms & Conditions for more information.
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    WHAT IS AN RMA?

    An RMA is a Returns Merchandise Authorization number that you need to make your return. To get it, email customercare.usa@theoutnet.com within 14 days of receiving your order.
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    HOW DO YOU CLASSIFY FAULTY GOODS?

    Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If you would like to exchange a faulty item, we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items.
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    HOW CAN I GET UPDATES ON FLASH SALE DATES OR DEVELOPMENTS WITH THE SERVICE?

    You need to register on the site. You will be given the opportunity to create an account after you make a purchase - all you need to do is add a password. You can shop at THE OUTNET without creating an account, but will not be able to access any of our Flash Sales. Creating an account also allows you to:



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    WHAT IS DELIVERY DUTY? DO I HAVE TO PAY IT?

    Taxes and duties are calculated according to your shipping destination and itemized on the Order Summary page.

    Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price. Click here to see a list of DDP countries. If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to and payment of these is necessary to release your order from customs on arrival. As we are unable to advise on these costs in advance, we will always seek your confirmation by email prior to dispatching a DDU order. Please look out for this email to ensure timely dispatch of your order.

    To ensure that the most accurate pricing, taxes and delivery costs are displayed whilst you browse, we recommend that you click on the link at the top of our website and select your country from the list of shipping destinations. Click here to access this page.


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    HOW DO I MAKE A COMPLAINT?

    If you have a question or complaint about the service you have experienced from THE OUTNET, please email customercare.usa@theoutnet.com Alternatively, if you would prefer to talk to a representative please call 1 888 9 OUTNET(688638) from the US or +1 888 9 OUTNET(688638) from the rest of the world.
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    The Outnet reserves the right to make changes to this policy, notably in line with any revised legislation. Please check back from time to time to ensure you are aware of any changes in our privacy policy practices. Your continued use of our site will signify your acceptance of these changes.
    The Outnet is a registered trademark of NET-A-PORTER Limited in the European Community. Registered Office: 1 The Village Offices, Westfield London Shopping Centre, Ariel Way, London W12 7GF United Kingdom IT'S CHIC-ONOMICS! is a registered trademark of the Outnet.