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Exchanges & Returns

  • How to Exchange or Return an Item
    • Need to exchange or return for a different size? No problem!

      You've got 28 days from when you received your order to have your items sent back to us. Here's how:

      • Sign in to your account, go to View Orders select the order number with the items you would like to exchange or return.
      • Click CREATE EXCHANGE/ RETURN and follow the steps.
      • Check the box to agree with our Returns Policy.
      • We'll send you an email containing all of the information you need next.
      • All that's left to do now is to send your return back to us. We'll collect your item(s) using the delivery option that you selected when placing your order. If you've used THE OUTNET Premier delivery service, we'll be in touch by email within the next 24 hours to confirm your two-hour collection window.


        UPS return service:

        • Arrange your collection by calling UPS on +1 800 823 7459. You can also drop your package off at any UPS store or facility. Visit ups.com to find your nearest location.
        • Sign, date and print your name on the returns paperwork that arrived with your order- we'll need you to include this with your item(s).
        • Attach the UPS return label to the outside of the box and seal the package ready for our driver to collect it.
        • International return service:

          • Book a collection with DHL by visiting dhl.com and selecting your country to find your local telephone number. Remember to quote our account number, which will have been provided in the email confirmation we sent you.
          • Sign, date and print your name on the returns paperwork that arrived with your order. Check the item(s) that you're returning and include four copies of the returns proforma invoice with your return.
          • Simply prepare your items, making sure they're well protected, and leave your parcel unsealed. Attach the DHL return transport label to the outside of your package and keep a copy of the return archive label to give to your driver on collection.
          • As soon as we've received and taken care of your return, we'll be in touch by email to update you. Make sure that all of the items you wish to return from your order arrive back with us together in one shipment, so that we can process your exchange or refund as quickly as possible. If you have selected a refund, it will exclude the delivery cost (unless free Ground shipping was selected) and $7.95 for your return.

          • We recommend that your order is returned from the same country which it was delivered to originally. This ensures that it is covered by our returns policy and that it reaches us promptly. Items sent back from a different destination may incur additional charges or be delayed by customs.

          • Please contact Customer Care for any assistance.

  • Alternative Return Methods
      • We recommend that you return items to us via DHL, UPS or THE OUTNET Premier Service so that they are protected and insured during delivery. However, you can return the goods by any secure means. If you are using an alternative returns option, please notify Customer Care. Our returns address is:

        THE OUTNET.COM,
        DC2,
        725 Darlington Avenue,
        Mahwah,
        NJ 07430,
        USA

        Please note that we cannot accept liability for goods that are not returned via DHL, UPS or THE OUTNET Premier Service.

  • Tracking Your Exchange
    • Once UPS or DHL have collected your parcel, you can track the status of your return while it's on its way back to us using the return air waybill number.

      • Once your items have reached us, we'll send you a notification email. Keep in mind that it can take up to 48 hours between the parcel being signed for and your confirmation email being sent.
      • Your return purchase will be checked within 24 hours and as soon as accepted, we will start taking care of your exchange.
      • It usually takes us up to around 48 hours for us to get your new purchase(s) sent out to you. Once they've been dispatched, you'll receive a confirmation email with your new DHL tracking number.
    • To follow the progress of your exchange, you can also go to Tracking Your Order in My Account.

  • Exchange Charges outside the US
    • Our exchange service is free! However, if you are based outside the US you will need to pay taxes and duties on the new item.

  • Tracking Your Refund
    • Once UPS or DHL have collected your parcel, you can track the status of your return while it's on its way back to us using the return air waybill number.

      • Once your items have reached us, we'll send you a notification email. Keep in mind that it can take up to 48 hours between the parcel being signed for and your confirmation email being sent.
      • Your return purchase will be checked within 24 hours and as soon as accepted, we will be in contact again to let you know that we've issued your refund. Different payment providers have different processing times and refunds can take up to 10 working days to show in your account.
    • Your refund

      • Your refund will exclude the delivery cost (unless free Ground shipping was selected) and $7.95 for your return. All sales taxes are included in your refund if your order has been sent to a destination within the US. Outside the US, customs duties and sales taxes are non-refundable.
      • When requesting a refund, you can select your original payment method or a Store Credit refund. Store Credit will automatically be deducted at checkout when you next place an order.
  • Late Returns
    • Your return should be sent back to us within 28 days. Returns received outside this timeframe will be accepted at the discretion of THE OUTNET and if so, may only be refunded as Store Credit.

  • Our Returns Policy
    • Items should be returned new, unused and with all THE OUTNET and designer garment tags still attached. Returns that are damaged, marked or altered will not be accepted and will 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 notify Customer Care if any of your purchases have been delivered without THE OUTNET tags. You will need to request a return before sending your items back to us.

      Clearance and Weekend Shop-In items

      Items purchased during Clearance and Weekend Shop-In events are final sale and cannot be returned or exchanged.

      Shoes

      All shoes must be tried on a carpeted surface until you are 100% sure 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 will not be accepted and will be sent back to the customer.

      Lingerie and Swimwear

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

      PORTER magazine

      Issues of PORTER magazine purchased from THE OUTNET are final sale and cannot be returned or exchanged

      TECHNOLOGY

      Technology products must be returned in the original packaging.

      Faulty Goods

      Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

      If your item is faulty when you receive it, you can return it for a refund. Simply request your return and send the faulty goods to us within 30 days of the day you received them.

      Colors

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

      Repeat Returns

      We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your account.