We hope that your order brings you complete satisfaction, but however, if you change your mind, we have simplified the procedures. You have 15 days from receipt of your order (or from the update disposal of your package at a pick-up point) to make a return.

How to make a return?

  • Step1

    Register your return request via the Return Portal

  • Step 2

    Enter your order number (e.g. 14395) and your email address OR phone number.

  • Step 3

    Select the item(s) you are returning and why.

  • Step 4

    Print your return label and stick it on the package containing the returned items
RETURN PORTAL

What fees are associated with returns?

For the countries below we provide prepaid return labels:

France - Belgium: 3,95 €
Luxembourg - Spain: 4,95 €
Netherlands - Portugal: 5,99 €
Germany: 6,50 €
Austria: 6,99 €

If you return more than 6 items, an additional fee of 1€ per item will apply.

Return fees when you choose a store credit refund:

France - Belgium - Luxembourg - Spain: 1 €
Netherlands - Portugal - Germany - Austria: 3 €

Other countries: Please return via the carrier of your choice and be sure to request proof of postage.

Return costs are deducted from the refund.

What are the return conditions ?

The conditions below must be respected :

Items must be returned in their original condition: unworn, unwashed, and the original labels must not have been removed from the items.

The items must not have been damaged. They must not present traces of makeup, deodorant, perfume, or any other products stains, hair, animal hair, odours, etc.

Shoes must be tried on indoors on rugs or carpets and have no signs of wear.

The original shoebox must be returned and must not be used as shipping packaging.

For hygienic reasons, jewellery (necklaces, earrings / piercings) and underwear / swimsuits whose hygienic protection sticker has been removed or damaged cannot be refunded.

Only jewellery, swimsuits and underwear that have not been unsealed or tried on may be returned.

Returns that do not comply with these conditions will not be eligible for a refund: the items will be returned to you and will be subject to shipping charges. Otherwise, we reserve the right to reduce your refund to take account of the value of the return costs in question.

We do not accept returns of unwanted items after the corresponding return period above. If you still make a return, we will be forced to send it back to your default delivery address and you will have to bear the delivery costs.

If you require an additional return label, please contact our customer service. We will let you know if it's possible and inform you of any fees related to the second label.

RETURN FAQ

How do I register my return?

To register a return, please follow these steps:

  1. Log in to our return portal using your order number (found in your order confirmation) and your email address or phone number.
  2. Select the items you wish to return and specify the reason for the return.
  3. You can return multiple orders in one package, making sure to include all items to be returned in the same parcel.
  4. Once the process is complete, you will receive a return label by email to print and attach to the package.
  5. If your country is not eligible for return labels, please contact a carrier of your choice to arrange the return.

Comment emballez mon retour ?

Carefully pack the items you wish to return. Place them preferably in their original packaging and securely seal the parcel. If you no longer have the original packaging, use a sturdy and appropriately sized package to protect the contents.

Inside the parcel, include the return form or, alternatively, a sheet of paper with the following information:

  • Your full name
  • Order reference number
  • Email address
  • Reference of the returned items and reason for return

Ensure the package is properly sealed and well-protected for shipping.

How to send a return?

Package preparation: Print the return label you received by email and attach it to the parcel. Make sure to cover any previous shipping labels on the package.

Drop off your return: If you're using our return label, drop off the parcel at a nearby Mondial Relay pickup point. However, please note that returns must not be sent to a pickup point; the parcel should be delivered directly to us. Delivery must be made between Monday and Friday.

If you choose not to use our return label or are not eligible to use it, you can return the items through the carrier of your choice. Please note that return shipping costs will be at your expense.

You are responsible for the shipment until it is received at our warehouse. Be sure to use a tracked service for your return and keep the tracking number. Without proof of delivery, we will not be able to accept the refund request.

Return address:
Send the parcel to the following address:

OUTFITBOOK
300 RUE EUGENE GUERIN
84200 CARPENTRAS
FRANCE

How long do I have to return my order ?

You have a period of 15 days from the receipt of your order (or the availability of your package at the pick-up point) to proceed to a return.

What is your return policy ?

Items must be returned within 15 days of receiving your order. (Your return parcel must be post stamped within 15
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.

Can I exchange an item or a size ?

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.

Can I return multiple orders in one return parcel ?

Yes, you can return multiple orders to us in a single return package to simplify the process. Please remember to include the return forms for all the returned orders.

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 14 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.

When will I receive my refund ?

Please allow 8 - 14 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.

How will be a refunded ?

Your return will be refunded to your original payment method. If you paid by card, we will credit your bank account, and the refund will appear in your account within 1 to 5 business days.

If you paid with PayPal, we will credit your PayPal account, and the refund will appear in your PayPal account within 24 hours.

If you paid with a gift card, we will recredit the gift card, and you can reuse it immediately.

If you paid by e-card, the refund will be issued as credit only. If your bank card has expired at the time of refund, the refund will be issued as credit only.

If you choose a refund in the form of a store credit, you will receive a store credit only.

Do I need a proof of postage ?

Don't forget that the return remains under your responsibility until it
arrives at our warehouses, so always remember to request a proof of
shipment with a tracking number to keep an eye on its progress.

Received a wrong or faulty item ?

If you were shipped the wrong order or a faulty item, please notify us immediately by contacting our Customer Care team at hello@outfitbook.fr and quoting the order reference and fault or incorrect item. We’ll get back to you as soon as possible.

I didn't pick up my order from the pick-up point

If you have not picked up your package from the pick-point within the specified timeframe (8 days), your package will be returned to us, and we will proceed to refund your order to your original payment method. The original shipping costs are non-refundable. If you did not pay shipping fees on your initial order, return fees will be applied and deducted from the refund.