Close

help

Frequently Asked Questions

  • How do I make a purchase?

    • Found a must-have piece on THE OUTNET?

      • Snap it up fast! Select the size you require and click 'ADD TO BAG'.
      • Make sure you are shopping from the correct country. To do this, check the location shown on the top left corner of the website.
      • Continue shopping and add items to your shopping bag or go to 'CHECKOUT'.
      • Review the products in your shopping bag and then enter your shipping and payment details.
      • Once you are ready to proceed, click 'PURCHASE NOW'.
      • We'll send you an order confirmation email detailing your purchases
      • Payment will be deducted when your shipment is on its way to you.

      Customer Care is here to help! If you need assistance placing an order or tracking the progress of your package, call +1 888 9 OUTNET (688638) 24 hours a day, seven days a week.

  • Do I need to set up an account to place an order?

    • Having an account on THE OUTNET is not essential, but it allows you to:

      • Track your orders and review all your previous purchases.
      • Organize your exchanges and returns directly from your account.
      • Shop without re-entering your address or card details.
      • Add sold out items and products you love to your Wish List.
      • Manage your address book and email settings.
      • Be the first to know about upcoming Flash sales, Giveaways and promotions.

      Register now to make the most of all these fabulous benefits or enter a password once you have placed an order to complete your account registration.

  • I've forgotten my password - what do I do?

    • To reset your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page on THE OUTNET or click here to change it. We'll then send you an email so you can create a new password and start shopping again.

  • How do I know that the products you sell are authentic?

    • Every fabulous item we sell on THE OUTNET is 100% authentic as we are an authorized online stockist for all the designers we carry.

      Your purchase will be dispatched in its original designer packaging (including all tags and dust bag, if applicable).

  • Which size should I choose?

    • All products on THE OUTNET follow the international sizing scheme set by the designer. To help you convert your size, you can view the 'SIZE CHARTS' link on the product page. You can also compare the actual dimensions of each size by clicking on the 'PRODUCT MEASUREMENTS' link.

      Plus, you can find lots of detailed product information in the 'SIZE & FIT' tab on every product page.

      For a little more help, you can call Customer Care at +1 888 9 OUTNET(688638) or email customercare.usa@theoutnet.com 24 hours a day, seven days a week.

  • How do I know if an item is in stock?

    • If an item is available to purchase, you will be able to select your size and add it to your shopping bag.

      Products on THE OUTNET are snapped up quickly and can still be bought by another customer even if the item is in your shopping bag. If you have found a piece you love, we recommend you place your order promptly so you don't miss out.

  • What payment methods do you accept and is my payment secure?

    • THE OUTNET accepts Visa, MasterCard, American Express, Visa Debit, Visa Delta Electron, and JCB cards.

      All transactions on this website are processed using ChasePaymentech, a secure online payment gateway that encrypts your card details in a secure host environment.

      We have also introduced MasterCard® SecureCode to give you even more confidence in shopping at THE OUTNET. This service protects your existing card against unauthorised use by prompting you for a private password every time you shop with us. To use this service, simply register with your bank first or other organisation that issued your card before you. To find out more, visit the MasterCard® SecureCode website.

      If you'd prefer to place an order by telephone, you can call Customer Care at +1 888 9 OUTNET (688638) 24 hours a day, seven days a week.

  • Why are my card details saved?

    • To make shopping at THE OUTNET even quicker, registered customers card details are safely stored so you don't need to re-enter them every time you place an order.

      Your full card details are not displayed and are only used when transactions are initiated by you. To delete your card details or pay with an alternative card, simply uncheck the box 'Remember my payment details for my next purchase' on the payment page.

  • How do I change my personal information?

    • To amend your details, simply 'Sign In' to your account at THE OUTNET and edit your personal information through 'Your Account' section.

  • Is my personal information kept private?

    • Your personal information is kept private and confidential and at no point will we rent or sell this.

      When you register at THE OUTNET, we need to know your name, mailing address and email address. To process 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.

      Only you or a Customer Care member (with your permission) may access your personal data from the website to help you place an order or update your account.

      Please note, we may contact you about our fabulous new products and services via email. If you would prefer not to receive this information, you can edit your email preferences in 'Your Account' or email unsubscribe@theoutnet.com.

      For more information, view our Privacy Policy.

  • Why are shipping restrictions applied to some
    items?

    • As THE OUTNET has to follow international trading agreements and regulations, we're unable to dispatch items made of exotic skins outside the US. Fine jewelry of certain compositions and products made in China are also not allowed to be shipped to some countries.

      When a restricted item is added to your shopping bag, the website will prompt you to remove it if we're unable to ship to the location you've selected. If you still wish to proceed with your order, we suggest you have it delivered to a different destination address. In the case of exotic skins, this would need to be within the US.

  • How do I change currency?

    • To change currency, simply click on the country shown on the top left corner of the website and select your location from the list of shipping destinations or click here.

      All orders are charged in Dollars.

  • Why did the price change when I entered my
    shipping address?

    • The prices shown on our website are displayed for shipping within the United States. Once you have entered your delivery address, the correct unit price will be applied to the destination provided.

      Before you enter any credit card details, you can always view an itemized breakdown of the costs on the payment page.

      Not all items on THE OUTNET will have a suggested retail price affected by the delivery location. However, where this does apply, prices will always be competitive with local prices in your chosen shipping destination.

  • What packaging will my order be delivered in?

    • STANDARD PACKAGING

      Your purchases will be wrapped in tissue with signature THE OUTNET stickers and placed inside a brown box to protect them until they reach you.

      TOTES

      When placing your first order you will receive an exclusive THE OUTNET tote bag for free - perfect for carrying around town! All future orders over $500 will be dispatched with a tote bag.

      GARMENT BAGS

      All clothing items over $400 are shipped in THE OUTNET garment bag to keep your fabulous finds safe in transit. The garment bag is available in two sizes so the most suitable size will be chosen.

  • Do I need to sign for my order?

    • A signature requirement can be waived for packages delivered by UPS, however, you will still be required to sign for all international orders delivered by DHL. More information

  • Can I amend my shipping address once my order has been dispatched?

    • We're unable to redirect your order once your purchases are on their way to you. Please make sure you provide a suitable shipping address so that you someone is available to sign for your order when it is delivered.

  • Can I add items to an existing order or combine my orders?

    • We're unable to add items to an existing order or combine shipments. If you would prefer to receive all your purchases in one delivery, please contact Customer Care to cancel your existing order(s) and we'll help you place a new order.

      Call +1 888 9 OUTNET (688638) 24 hours a day, seven days a week.

  • What is the difference between DDU and DDP?

    • Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.

      Whereas when a DDU (Delivery Duty Unpaid) destination is selected, the product prices displayed are exclusive of all taxes and duties. Once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.

  • When will my order be delivered and how do I
    track it?

    • Our delivery time starts from the moment an order is placed and include a 48 hour period where your items will be processed and dispatched by our warehouse.

      Once your purchases are on their way to you, we'll send you an email with your air waybill number. Registered customers can 'Sign In' to their account on THE OUTNET and follow its progress. If you have shopped but haven't created an account with us yet, register now so you can monitor the status of your order.

  • How do I return items?

    • Simply request your Returns Merchandise Authorisation (RMA) number within 14 days of receiving your order and return it to us via our free collection service.

      Recieving your RMA

      • Sign into your account and under My Orders, select the order number containing the items you would like to return.
      • Click on CREATE A RETURN/EXCHANGE and choose the reason why you want send your item(s) back. If an item is faulty, please provide details why.
      • If you'd like to exchange an item because the fit isn't right, choose the replacement size.
      • To request a refund, select how you would like to be credited. This needs to match the original payment method used.
      • Check the box to agree with our Returns Policy. You will then receive an email containing your RMA number which is valid for 14 days.

      Returning you purchase

      Domestic returns service

      • 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.
      • 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'.
      • Complete and sign a copy of the returns proforma invoice enclosed with your order and include it with your return.
      • Then attach the UPS label on the outside of the box and seal your package for the driver to collect.

      International returns service:

      • Book a collection with DHL. To find the telephone number of your nearest DHL, visit www.dhl.com and select your country.
      • Sign the returns proforma invoice that you received with your order (and fill in the DHL air waybill if applicable).
      • 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.
  • Do I have to use DHL or UPS to send back my return?

    • We recommend that items are returned to us via DHL or UPS so that they are protected and insured during transit. However, you can return the goods by any secure means. Please email Customer Care if you are using an alternative returns option.

      Our returns address is:

      THE OUTNET,
      DC1,
      725 Darlington Avenue,
      Mahwah,
      NJ 07430,
      USA

      Please note that we may not accept liability for goods that are not returned via DHL or UPS

  • Will I be refunded the full value of my order?

    • Your refund excludes the cost of return (with the exception of faulty goods) which we deduct to cover the cost of return shipping.

      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 through THE OUTNET. However, you may be able to recover these by contacting your local customs bureau directly.

  • Does THE OUTNET host promotions?

    • We know our customers love finding a discount designer bargain so we always have exciting Flash sales and promotions taking place at THE OUTNET.

      Our Going, Going, Gone sales give our customers the chance to snap up a must-have designer item at a price they want to pay. Our time-limited Pop-Up sales offer an array of products to shop from at an irresistible price.

      You can also enter our Giveaways for the chance to own a designer item for free!

      Make sure you are registered with THE OUTNET as you need to be signed in to enter our Giveaways, Going, Going, Gone sales and shop our time-limited Pop-Up sales. Create an account now if you haven't already set up one.