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RETURNS POLICY

We charge a small returns fee. Here are the reasons why:

So we can continue to keep shipping costs down for all customers.
So we can pass on the discounts and give the best possible prices on the site all day, every day.

Please note, the return cost, payable by you, is dependant on the destination of your order. But remember...If you choose to return an item we will refund the outbound shipping costs.

Shipping and returns costs

United Kingdom £8
Mainland Europe from £16
Rest of the World from £25

Making a return or exchange is easy using our collection service. Just make sure you request your RMA within seven days of receiving your order.

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 14 days.

RETURNING YOUR PURCHASE

  1. Book a collection with DHL. To find the telephone number of your nearest DHL, visit www.dhl.com and select your country.
  2. Sign the returns proforma invoice that you received with your order (and fill in the DHL air waybill if applicable).
  3. Please leave your package open until the driver has checked the contents.
  4. You will be notified by email once your return has been received and processed.

Exchanges

It's free to exchange items for a different size, based on stock availability (this excludes Giveaways). Shipping is complementary on the replacement item, but if you are based outside the EU you will need to pay duties and taxes on this. Whilst we do not refund the outbound shipping costs for exchanges, you can return the original order at no extra cost.

To exchange an item, simply specify the new size you require at the time of requesting your RMA and follow the instructions above.

Please note that we are only able to offer size exchanges. 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.

Receiving a refund

Your refund will either be credited to the original purchaser's credit card or corresponding account with theOutnet. The amount refunded will exclude the cost of return (with the exception of faulty items) which we deduct to cover the cost of return shipping. We will then refund the outbound shipping costs charged to you when you placed your order.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through theOutnet. However, you may be able to recover these by contacting your local customs bureau directly. As this is not may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

We may occasionally run a free shipping promotion on the website for a limited period of time. For items returned that were purchased during this promotion, we will not refund outbound shipping costs (as this was free) and you will still be charged a return shipping fee as normal.

Important information

  • Items should be returned within 14 days of receiving your RMA number
  • If you want to return an item(s), you must request an RMA number online within seven days of receiving your order. Items should be returned within 14 days of receiving your RMA number
  • Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible and to avoid incurring more than one return cost
  • Items should be returned in their original packaging to ensure they are adequately 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
  • Please note that items must be returned from the same country to which they were delivered
  • We recommend that items are returned to us via DHL to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. Our address for all returns is: TheOutnet, DC1, Unit 3, Charlton Gate Business Park, Anchor and Hope lane, London SE7 and we request that you contact us at serviceteam@theOutnet.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via DHL

OUR POLICY

Items should be returned new, unused, and with all theOutnet and designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return. Please email serviceteam@theOutnet.com if any of your purchases have been delivered without theOutnet tags. All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.

All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.

Exclusions

Unfortunately we are unable to offer returns or exchanges for items won in our Giveaways.

Late Returns

An RMA number should be requested within seven days of receiving your order. You should then return your item(s) within 14 days of receiving this number.

Returns outside these timeframes may be accepted at the discretion of theOutnet and may only be refunded as a store credit. Please note that RMA numbers requested later than seven days after dispatch will also be granted at our discretion.

Shoes

All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with scratched soles may not be accepted, and may be sent back to the customer.

Lingerie & Swimwear

Briefs, swimming costumes and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Returns may not be accepted if this strip has been removed or if items are soiled, and may be sent back to the customer.

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.

Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

For all faulty items outside of our Returns Policy, please contact serviceteam@theOutnet.com.

Colors

We have made every effort to display as accurately as possible the colors of our products that appear on theOutnet. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.


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