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Frequently Asked Questions

Frequently Asked Questions

COVID-19 (Coronavirus) Information

Can I place an order?

In line with recent government guidelines, and for the health of our community, we've taken the decision to temporarily pause delivery services and close our warehouses. However, you can continue to shop and have your order delivered once our warehouse reopens soon. Here’s how:


  1. Add items to your Shopping Bag and proceed to checkout as usual
  2. Your card will be charged 5 days after you place an order
  3. We'll send your purchase when our warehouse reopens, and you’ll receive an email once it’s on its way
  4. If you change your mind, you can cancel at any time before your order is shipped by contacting us


We've also extended our return period to 60 days, so you'll have more time to decide if you want to keep or return your purchase.


Is it safe to shop from your site?

We're operating in line with advice from the World Health Organisation and the local authorities. We constantly make sure that all appropriate health and hygiene standards are adhered to.


What about the delivery of my purchase?

Once our warehouse reopens and we’ve sent your order, you’ll receive an email to let you know.


Additionally, our Global Safety & Security team are monitoring the situation and continue to work very closely with our shipping partners and aim at making sure that all appropriate health and hygiene standards are adhered to.


Can I still send back my return?

At the moment, we're unable to accept returns at our Distribution Center, however, we're working on alternative plans to get this service back up and running and will update you as soon as we can. Thank you for your understanding.


The courier won’t collect in my area so I can’t return my order; will you still accept it after 28 days?

We've extended our return period to 60 days, so you have more time to decide if you want to keep or return your purchase. Please make sure it still meets our returns policy.


Why can’t I pay with PayPal/COD?

In light of recent events, we’ve changed the way you order, and have temporarily removed our PayPal and Cash on Delivery and payment options. You can still pay via debit or credit card at checkout.



Do I Need To Set Up An Account To Place An Order?

Having an account on THE OUTNET isn't essential, but it allows you to:

  • Track your orders and review all your previous purchases
  • Organize your returns directly from your account
  • Shop without re-entering your address or card details
  • Manage your address book and email settings
  • Be the first to know about upcoming sales and promotions

Register now to make the most of all these fabulous benefits or enter a password once you've 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. 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 item we sell on THE OUTNET is 100% authentic as we're 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).

What 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 our Size Conversion Chart on the product page.


For a little more help, you can email customercare.me@theoutnet.com 24 hours a day, seven days a week, or call us on: 800035704544
 


How Do I Know If An Item Is In Stock?

If an item is available to purchase, you'll 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've found a piece you love, we'd recommend placing your order promptly so you don't miss out.

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 aren't 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 and edit your personal information.

Is My Personal Information Kept Private?

Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation. For more information, view our Privacy Policy.


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.
 

What Packaging Will My Order Be Delivered In?

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.

Why Do I Need To Sign For My Order?

As the items sold on THE OUTNET are of a high value, we want to make sure that your purchases arrive safely and securely. To receive your order, please ensure that someone is available to sign for your delivery.

When Will My Order Be Delivered And How Do I Track It?

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


Once your purchases are on their way to you, we'll send you an email with your tracking 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.
 


Where Can I Find Information On Your Sustainability Commitments?

To read more about how YOOX NET-A-PORTER GROUP is creating a more sustainable future, visit the Sustainability section on our corporate site, ynap.com.