Hero Mobile

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Hero Mobile

Help

Hero Mobile

Help

How To Exchange Or Return

You have 28 days from receiving your order to:

  • Create your return here or if you are registered with THE OUTNET, by logging into your account.
  • Take your return to your nearest drop off point or book your collection. 
  • To avoid delays, please do not combine returns from separate orders. 

RETURNS PAPERWORK REQUIRED FOR NON-EU CUSTOMERS

Please ensure you fill out and sign all returns proforma invoices that came with your parcel to ensure smooth clearance with customs. Attach all copies securely to the outside of the parcel, ensuring they are visible and are able to be removed and checked by a customs operator before releasing your package. If the forms are not complete, your return will not pass customs and will be returned to you. 

How to fill out the forms:

  1. Tick the items you are shipping back
  2. State the total value of the returned items in the "Total value of items shipped back” field
  3. Sign in the "Sign Here" field in the bottom left. The signature must be original on all copies.

If you need an additional copy of the returns proforma invoice, please contact us and we will provide you with a new one.

Returning Your Item

PREPARE YOUR PARCEL

Remove any original shipping labels and attach the pre-paid return label which was sent with your order to the outside of the box before sealing it.

Make sure that all the items you wish to return from your order arrive back with us together in one parcel, so we can process your exchange or refund as quickly as possible.

ARRANGING A RETURN 

DROP-OFF: Return at your nearest DHL drop-off service point. Find out more

COLLECTION: Call 13 14 06 to schedule your collection. Don't forget to quote the related account number from your printed label when booking your collection.

WAIT TO HEAR FROM US

Once we’ve received and completed your exchange or refund, we'll send you an email to update you.

We aim to process your return within 3 working days of receiving your order. However, during busier periods it may take slightly longer.

Alternate Return Methods

To ensure your return is protected and covered by our complimentary returns policy, please send it back from the same destination it was delivered to. Please note that we will not accept liability for goods that are not returned via our shipping partners.

Should you choose to send your purchase back from an alternate location, and using a different courier:

  • You’ll be responsible for any additional charges
  • Your return may be delayed if held at customs
  • We’ll be unable to issue a refund if your purchase isn’t sent back to us at the original location

If you intend to return your order by an alternative secure means, please send it to the following address:

YOOX ASIA LIMITED - THE OUTNET  

9/F, Goodman Interlink, 39 Tsing Yi Road  

Tsing Yi  

Hong Kong

Receiving a Refund

You can choose to receive your refund either as store credit to your account on THE OUTNET or back to the original payment method. You will also receive a refund of duties and Goods and Services Tax (GST). However, if your order was over a value of 1000 AUD and had an additional discount applied, you will not receive a refund of duties and Goods and Services Tax (GST). 

Your refund will exclude:

  • $10 return fee
  • the initial delivery cost 

Please note, this return fee will not apply if your original payment method was Store Credit or you select Store Credit as your preferred refund method.

The refund time frame may vary depending on the payment method and processing times between payment providers:

  • CREDIT CARD: Our bank will credit your account within 10 working days of receipt of your items
  • PAYPAL: Your refund will be visible in your PayPal account within 24 hours of your refund email being sent

Our Policy

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and THE OUTNET and designer tags attached to them (if applicable). This also includes all packaging, accessories and authenticity cards/dust bags. The Vendor reserves the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or as an alternative, may reduce the amount of any applicable refund or exchange accordingly

For example, the Vendor may make a reduction in the following circumstances: 

  • the product(s) have been used, worn, damaged or washed;
  • the designer tag and/or protective seal attached to the product(s) have been tampered with, removed or not returned. Please note that THE OUTNET tag constitutes an integral part of each product; and/or 
  • you have not returned any packaging which is considered an integral part of a product (such as the dust bag).

You will be informed if the Vendor proposes to reduce your refund for this reason. In this instance, you may (as an alternative to the Vendor providing you with a reduced refund) choose to have the products sent back to you at your own expense.

LATE RETURNS

Your item(s) should be sent back to us within 28 days of receiving you order. Returns outside this timeframe may be accepted at the discretion of THE OUTNET and may only be refunded as a store credit.

ORDERS TO BELARUS, RUSSIA AND UKRAINE:

Due to the current situation, your item(s) should be sent back to us within 100 days of receiving you order. Returns outside this timeframe may be accepted at the discretion of THE OUTNET and may only be refunded as a store credit.

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 marked and will be sent back to the customer.

TECHNOLOGY

Technology products must be returned in the original packaging.

FAULTY GOODS

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear, by accident, or through misuse will not be considered faulty.

If your item is faulty when you receive it, you can return it for a refund within 30 days from the date you received it. If you have owned your item for longer than this, and certainly over 6 months, then please contact Customer Care.

COLORS

We make every effort to display the colors of our products as accurately as possible. However, as computer monitors, tablets and mobile devices may vary, we can’t guarantee that your screen's display of a 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 may, at our discretion, lead to the closure of your account or future orders being refused.

Track your Return

You may follow the progress of your return here

You may currently be experiencing some delays in receiving email communication from our Customer Care team. 

We are working to resolve this as quickly as possible. In the meantime, we are happy to assist with any enquiries over the phone or via Live Chat.

We apologize for any inconvenience caused.