How To Exchange Or Return
If your purchase is not quite what you're looking for, you've got 28 days from when you receive your order to have your items sent back to us for an exchange or refund.
Please ensure you fill out and sign the returns proforma invoices that came with your parcel to ensure smooth clearance with customs. Attach the copies securely to the outside of the parcel, ensuring they are visible, will not detach or become illegible in wet weather 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. As a result, we will be unable to process your refund.
CREATE AN EXCHANGE OR RETURN
Sign into your account, go to ‘Your Orders’ and select ‘Create a Return’ on the order you’d like to return.
To avoid delays, please do not combine returns from separate orders.
NEED A DIFFERENT SIZE OR COLOR?
There’s no cost to exchange your purchase, although if we ship to you on a “DDU” (Delivery Duties Unpaid), taxes and duties are applicable. If you wish to try another style, simply return it for a store credit refund and purchase the new item separately.
To help you to choose the right size and avoid future returns, you can use Fit Finder. Simply click on ‘Find your size’ on the product page and fill in your fit preferences and measurements. You will then receive your personalized size recommendation. Find out more.
PLACE AN ORDER AS A GUEST?
If you aren’t registered on THE OUTNET, you can arrange a return here. Then, simply enter your email address and order number and follow the steps. Please note, we can only issue the refund to the original payment method.
RETURN YOUR PURCHASE
Take your return to your nearest drop off point or book your complimentary collection.
- DROP-OFF: Return for free at your nearest UPS store or facility. Find out more
- PHONE: Visit the UPS site and select your country/region to find your local telephone number. Don't forget to quote the related account number from your printed label to have your free collection:
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.
If you'd like to track your return on the courier's site whilst it's on its way back, make a note of the tracking number on the label.
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.
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.
To ensure your return is covered by our complimentary returns policy, please send it back from the same destination it was delivered to. Should you choose to send your purchase back from an alternate location, and use 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
Alternate Return Methods
We recommend that you return items to us via our shipping carriers so that they are protected and insured during delivery. However, you can return your order by any secure means. If you intend to do this, please send your return to the following address:
YOOX ASIA LIMITED - THE OUTNET
9/F, Goodman Interlink, 39 Tsing Yi Road
Please note that we will not accept liability for goods that are not returned via our shipping partners.
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. Your refund will exclude the initial delivery cost.
Please note that 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
All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, custom duties and sales taxes are non-refundable on both refunds and exchanges.
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.
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.
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 products must be returned in the original packaging.
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.
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.
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.