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.
Extended Holiday Return Policy
Orders placed between December 3rd December 25th can be returned within 25 days instead of the usual 15 days. Orders placed before December 3rd or after December 25, are subject to our standard return policy.
How to make a return?
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Step1
Register your return request via the Return Portal
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Step 2
Enter your order number (e.g. 14395) and your email address OR phone number.
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Step 3
Select the item(s) you are returning and why.
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Step 4
Print your return label and stick it on the package containing the returned items
POLITIQUE RETOUR
Return fees
For the countries below we provide prepaid return labels:
France: 3,95 €
Belgium: 3,95 €
Luxembourg: 4,95 €
Spain: 4,95 €
Netherlands: 5,99 €
Portugal: 5,99 €
Germany: 6,50 €
Austria: 6,99 €
Return fees when you choose a store credit refund:
France: 1 €
Belgium: 1 €
Luxembourg: 1 €
Spain: 1 €
Netherlands: 3 €
Portugal: 3 €
Germany: 3 €
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.
How to register my return ?
To process a return, please follow these steps:
- Log in to our returns portal using your order number (found in your order confirmation) and your email address or phone number.
- Select the items you wish to return and provide the reason for the return.
- You can return multiple items in a single package, ensuring that all items for return are included in the same parcel.
- Once the process is complete, you will receive a return label via email to print and attach to the package.
- If your country is not eligible for return labels, please contact a carrier of your choice to arrange the return.
How to pack your return ?
Carefully pack the items to be returned in a parcel. Place the item(s) you wish to return in the original packaging preferably, then wrap and seal your package securely. If you no longer have the original packaging, wrap the item(s) in sturdy packaging of the appropriate size to protect the contents.
Insert the Return form or the following information on a sheet inside your return :
Your name / first name
The reference of your order
Your email address
The reference of the returned item(s) + reason for the return
Close the package and make sure that your return is well secured for transport.
How to ship my return ?
Preparing Your Package:
- Print the return label you received by email and affix it to the package.
- Ensure that any previous shipping labels on the package are covered.
Returning Your Package:
- If you are using our return label: Drop off the package at a nearby Mondial Relay drop-off point.
- If you choose not to use our return label or are not eligible to use it: You may return the items using a carrier of your choice. Please note that return shipping costs will be your responsibility. You are responsible for the package until it is received at our warehouse. Use a tracked shipping service for your return and keep the tracking number. Without proof of delivery, we cannot process a refund.
Return Address:
Send the package to the following address:
OUTFITBOOK
300 RUE EUGENE GUERIN
84200 CARPENTRAS
FRANCE
Return information
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.
RETURN FAQ
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.