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Exchanges & Returns

  • How to Exchange or Return an Item
    • Need to return or exchange your purchase 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 and 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) for free using the delivery option that you selected when placing your order.

        • DHL: Visit dhl.com and choose your country to find the telephone number you need. Remember to quote our account number, which you can find under Section 2 of the return air waybill.
        • Premier: If you've used THE OUTNET Premier delivery service, we'll be in touch by email and text message within 48 hours to confirm your two-hour collection window.
        • For on-the-go convenience, we also offer free UK drop off returns with Doddle.. To find your nearest store location, visit Doddle.

        • Follow these steps to make sure that we're able to take care of your exchange or return as soon as possible:

          • Sign, date and print your name on the returns paperwork that arrived with your order and include with your return. For the returns proforma invoice, check the item(s) that you're returning and for the DHL air waybill, write your address and contact number in the From Shipper section.
          • Make sure that all of the items you wish to return from your order arrive back with us together in one shipment.
          • Leave your package open for collection- the driver will check the contents and seal it for you.
        • That's it! As soon as we've received and taken care of your return, we'll be in touch by email to update you.

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

        • For more information, please contact Customer Care.

  • Alternative Return Methods
      • We recommend that you return items to us via DHL 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,
        Unit 4, Old Parkbury Lane
        Colney Street
        St Albans
        Hertfordshire
        AL2 2DZ

        Please note that we will not accept liability for goods that are not returned via DHL or THE OUTNET Premier service.

  • Tracking Your Exchange
    • For returns with DHL, 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 sent out to you. Once they've been dispatched, you'll receive a confirmation email with your new DHL tracking number.
    • You can follow the progress of your exchange by going to Tracking Your Order in My Account.

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

  • Tracking Your Refund
    • For returns with DHL, 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.
    • To keep in mind

      • Your refund will exclude the delivery cost. All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, 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 is valid for 12 months and will automatically be deducted at checkout the next time you 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.

      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

      Technology

      Technology products must be returned in the original packaging.

      PORTER magazine

      Issues of PORTER magazine purchased from THE OUTNET cannot be returned or exchanged for refund or store credit.

      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 back 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.

  • Australian Duty Refund
    • Upon returning, you can receive a store credit refund equivalent to the value of any Australian customs duties you have paid.

      This applies to returns of all orders:

      • - over 1000 AUD (before customs duties and taxes are added)
      • - placed on or after October 1st, 2015

      Your store credit will be added to your account at THE OUTNET within 14 days of receiving your return.

      This offer only applies to items on which customs duties have been paid to an Australian customs authority. THE OUTNET reserves the right to further adjust this offer.

  • HOLIDAY SEASON RETURNS
    • In addition to our standard 28 day returns policy, we offer an extended holiday season returns policy to make gift purchasing even easier. Orders placed from Tuesday, November 22, 2016 can be exchanged or returned for a refund until Tuesday, January 3, 2017.