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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.

CREATE AN EXCHANGE OR RETURN

Sign into your account, go to ‘Your Orders’ and select ‘Create an Exchange or Return’ on the order you’d like to return.

PLACED 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.

ARRANGING A RETURN

For postcodes starting with these numbers, book a free collection with DHL by calling +7 (495) 961 1000 and quoting our account number 950234685. Please ask DHL to bring you a printed waybill when the driver picks up your return:

Moscow 101 to 129, Saint Petersburg 190-199, Krasnodar 350, Rostov 344-347, Vladivostok 690, Ekaterinburg 620, Novosibirsk 630, Kazan 420, Samara 443, Omsk 644, Tyumen 625, Orsk 462, Khabarovsk 680, Chelyabinsk 454, Irkutsk 664, Perm 614, Kaliningrad 236-238, Sochi 354, Lipetsk 398-399, Yekaterinburg 620, Krasnoyarsk 660, Himki 141, Tomsk 634, Kemerovo 650, Kurgan 640, Voronezh 394, Novorossiysk 353, Stavropol 355-356, Ufa 450, Nizhnevartovsk 628, Murmansk 183-184, Volgograd 400-403, Magnitogorsk 455, Magadan 685-686, Syzran 446, Barnaul 656, Yaroslavl 150, Orenburg 460, Nizhniy Novgorod 603, Surgut 628, Balashiha 143, Belgorod 308, Ivanovo 153, Yakutsk 677-678, Cheboksary 428-429, Podolsk 142, Ryazan 390, Mytishchi 141, Petrozavodsk 185, Kaluga 248, Vladikavkaz 362-363, Kursk 305, Saratov 410, Novokuznetsk 654, Taganrog 347, Smolensk 214-216, Ulan-Ude 670, Tver 170, Novocherkassk 346, Korolyov 141, Obninsk 249, Tula 301, Kirov 610, Velikiy Novgorod 173, Cherkessk 369, Ulyanovsk 432-433, Bryansk 241, Saransk 430, Vladimir 600, Tambov 392, Kostroma 156-157, Vologda 160-162, Dzerzhinsk 606, Nalchik 360, Syktyvkar 167, Pskov 180-182, Severodvinsk 164, Astrakhan 414, Pyatigorsk 357, Izhevsk 426, Kolomna 140, Elista 358, Miass 456, Odincovo 143, Pervouralsk 623, Volgodonsk 347, Penza 440, Maykop 385, Abakan 655, Sterlitamak 453, Kislovodsk 357, Rybinsk 152, Serpuhov 142, Volzhskiy 404, Yoshkar-Ola 424, Kansk 663, Biysk 659, Arzamas 607, Ussuriysk 692, Arhangelsk 163-5, Angarsk 665, Blagoveshchensk 675, Achinsk 662, Nahodka 692, Almetyevsk 423, Neftekamsk 452, Engels 413, Sergiyev Posad 141, Kolpino 196, Kovrov 601, Votkinsk 427, Shahty 346, Glazov 427, Ust-Ilimsk 666, Novomoskovsk 301, Chita 470, Novocheboksarsk 429, Elektrostal 144, Balakovo 413, Dimitrovgrad 640, Salavat 453, Norilsk 663, Murom 602, Zlatoust 456, Oktyabrskiy 456, Armavir 352.

CAN'T SEE YOUR POSTCODE?

If your postcode isn't listed above, please send your purchase back to us at the following address via Russian Post or an alternative courier at your own cost. Make sure you keep hold of your receipt as we can’t be held responsible if your parcel goes missing.

YOOX NET‑A‑PORTER GROUP S.p.A - THE OUTNET

Blocco 15.1 Interporto

40010, Bentivoglio

ITALY

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. Keep your parcel open so that the contents can be checked on collection, and then seal it for the courier to return to us.

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.

IMPORTANT INFORMATION

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 are using an alternative returns option, please notify Customer Care. Our returns address is:

YOOX NET‑A‑PORTER GROUP S.p.A - THE OUTNET Blocco 15.1 Interporto 40010, Bentivoglio ITALY

Please note that we will not accept liability for goods that are not returned via our shipping partners.

Receiving a Refund

Refunds will be credited to the payment method used to place the order and 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.

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 return should be sent back to us within 28 days. Returns received outside of this timeframe will only be accepted at our discretion.

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.

Need help?

Don't hesitate to get in touch! We're available 24 hours a day, seven days a week.

Email: customercare@theoutnet.com

Call us on: 8-499-3466832