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Hero Mobile

Help

Hero Mobile

Help

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.

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.

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. Please note, we can only issue the refund to the original payment method.  

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.

THE OUTNET PREMIER

If you've used our Premier delivery service, create your exchange and/or return and we'll be in touch by email within 48 hours to confirm your two-hour collection window.

BOOK YOUR FREE COLLECTION

Arrange for UPS to collect your return. You can do this in the following ways:

  • PHONE: Call 1 800 823 7459 and quote our account number from your return email or printed label
  • DROP-OFF: Take your parcel to your nearest UPS store or facility. Find out more

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.

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

RETURNS PAPERWORK REQUIRED FOR NON-EU CUSTOMERS

Please ensure you fill out and sign the three returns proforma invoices that came with your parcel to ensure smooth clearance with customs. Attach the three 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.

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 three copies.

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

If you’ve lost your paperwork or you didn’t receive three copies with your order, you can download and print a blank returns proforma from the help section. Fill it out by hand and make three copies of it, following these steps:

  • enter your personal information in the top left
  • put the item code of the item(s) you want to return in the table. You can find the product code on the product tag
  • enter the description of items (product type and composition) of the item(s) you want to return (e.g., metallic ribbed-knit cardigan)
  • insert the country of origin which is referenced on the product page under Details. If it’s says imported, please contact us for more information
  • state the total value of the returned items in the "Total value of items shipped back” field. This amount can be found on the sales invoice and shouldn’t include VAT
  • sign in the "Sign Here" field in the bottom left. The signature must be original on all three copies.

The remaining fields may be left blank.

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:

YNAP Corporation - THE OUTNET 125 Delawanna Avenue Clifton, NJ 07014

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

Receiving a Refund

As soon as we've received and taken care of your return, we'll email you to confirm that your refund has been issued. 

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

  • $7.95 + tax for your return
  • the initial delivery cost

Please note that the refund timeframe 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.

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: +1 888 9 688638