How To Exchange Or Return
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:
- Tick the items you are shipping back
- State the total value of the returned items in the "Total value of items shipped back” field
- 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 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
Please send your purchase back to the following address at your own cost via a shipping partner of your choice:
YOOX NET‑A‑PORTER GROUP S.p.A - THE OUTNET
Blocco 15.1 Interporto
Make sure you keep hold of your receipt as we will not be held responsible if your parcel goes missing.
WAIT TO HEAR FROM US
Once we’ve received and completed your refund or exchange, 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.
Receiving a Refund
Due to circumstances beyond our control, it is currently not possible to offer our regular return service or process refund requests. For orders placed and received after January 1, 2022, you will be able to return the goods and request a refund, regardless of how much time has passed. We will ensure that the corresponding amount will be refunded as soon as it becomes possible. If you prefer to receive a refund immediately, we are able to issue you store credit to the value of the order paid instead. The credit will remain securely in your account and can be used on your next order as soon as this becomes available.
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.
Track your Return
You may follow the progress of your return here.
Due to the current situation, we are unable to complete any new orders. All order fulfilment has been suspended until further notice.
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.