FAQ return english
- 1. What is your return policy?
- 2. Have you received my return?
- 3. When will I receive my refund?
- 4. Received the wrong order or a faulty item?
- 5. Can I exchange for size/style?
1. WHAT IS YOUR RETURN POLICY?
Items must be returned within 30 days of receiving your order. (Your return parcel must be post stamped within 30 days of you receiving the order).
Items must be returned in their original condition including tags and sanitary labels. Shoes must be returned with the original shoe box intact.
Once we have received your returned package, all returned items will be inspected before a refund is issued. Any item that is returned used, soiled, without tags, worn or damaged in any way will be returned to sender and charges may apply for the shipping. You will be notified via email if your returned item is not suitable for a refund.
The cost of return shipping is at the customer’s expense and is non-refundable. The goods are your responsibility until they reach our warehouse, make sure they're packed up properly and can't get damaged on the way. We recommend returning items through traceable mail and don’t forget to keep a proof of postage.
2. HAVE YOU RECEIVED MY RETURN?
It can usually take up to 10 working days (excluding weekends and bank holidays) for your return to be delivered to our warehouse.
You can also check the tracking number on your proof of postage to track your return parcel.
We then process all returns within 8 to 13 days after receiving your return to our warehouse. We’ll send you an email as soon as we’ve completed your return.
The delay might be longer during holiday season and black friday.
3. WHEN WILL I RECEIVE MY REFUND?
Please allow 8 - 13 working days from the date that your parcel is received by OUTFITBOOK for your return to be processed and refunded.
Once your refund is issued by OUTFITBOOK, it typically takes up to 6 working days for your refund to appear on your bank account, depending on your payment method issuer.
Your refund will be issued to the payment method you used to place your original order. If you paid with card and it has expired by the time we process your return, your refund will be made in the form of a voucher valid for 6 months.
We’ll send you a confirmation email as soon as your refund is issued.
4. RECEIVE THE WRONG ORDER OR A FAULTY ITEM?
If you were shipped the wrong order or a faulty item, please notify us immediately by contacting our Customer Care team at firstname.lastname@example.org and quoting the order reference and fault or incorrect item. We’ll get back to you ASAP.
5. CAN I EXCHANGE FOR SIZE/STYLE?
Unfortunately we do not offer exchanges as we cannot guarantee that we will have your preferred size/ style available at the time of return due to our items selling out quickly.
If you require a replacement size, colour or alternative item/s, simply return your items for a refund/store credit and place a new order.