Return policy
RETURNS
1. What is your return policy?
We offer a 30-day money-back guarantee (excluding original shipping and taxes) on most items.
Here are the important details:
· To initiate a return, contact us within 30 days of delivery to initiate a return. This is the date our tracking shows as delivered.
· We accept returns on all items EXCEPT: gift cards, accessories, undergarments, swimwear, and items marked FINAL SALE or FLASH SALE. We also do not accept returns on an item that has already been exchanged.
· For customers in the U.S., Canada, United Kingdom and Australia, we will provide one prepaid shipping label (per order) for your return.
· For customers in New Zealand, please ship your return to us. We allow one free return for each order. The shipping cost will be refunded back to you with proof of receipt.
· Returned merchandise must be unworn, unwashed, undamaged, unaltered and in its original packaging.
· If you're looking to exchange an item, please see our full exchange policy below.
2. What is your refund process?
1. CONTACT US. Email us at [email protected] within 30 days of the delivery date.
Please provide the following information:
- Your order number
- The item(s) you wish to return
- Reason for return (too large/small, not to your expectations, didn't like the style, etc.)
2. RECEIVE CONFIRMATION. Our customer service team will confirm your return request within 24 to 48 hours with instructions on how to process your return.
3. SHIP YOUR RETURN. Return items unworn (except to try the item on), unwashed, unaltered and in its original packaging. Accessories, undergarments, swimwear, and items marked FINAL SALE or FLASH SALE are not eligible for returns or exchanges.
4. INSPECT & PROCESS RETURN. We inspect all returned items once it arrives at our warehouse. If approved, a refund is initiated within 2-3 days of it arriving at our warehouse.
5. REFUND NOTIFICATION. Returned funds (less original shipping and applicable taxes) will take between 2-6 business days for PayPal and 5-10 business days for credit card to return to your account. This delivery time depends on your financial institution's policies.
3. What is your exchange policy?
Contact us at [email protected] to initiate your exchange. Size and color exchanges in the same style are offered. Exchange is subject to inventory availability.
4. What should I expect after I send my return back to your warehouse?
1. Process and inspect the return (usually 2-3 business days).
2. Refund processed on approved returns. Returned funds (less original shipping and applicable taxes) will take between 2-10 business days for PayPal and 10-15 business days for credit card to return to your account. This delivery time depends on your financial institution's policies.
A Note About Returns Inspection:
outlve reserves the right to reject any return if there is evidence that the merchandise has been worn (except for normal try on), washed, altered, stained or damaged by the customer.
5. I received a damaged or incorrect item.
We're so sorry to hear this! Please send a photo of the damage and/or incorrect item and email it to us at [email protected] within 30 days of the delivery date of your order. Please note that we monitor the delivery dates. We'll do our best to resolve the issue.
6. There are some missing items from my order.
If you believe there might be a missing item from your package, please email us immediately with your order # and missing item # at [email protected]
7. How do gift returns or gift exchanges work?
If you were gifted a outlve item, but it’s not quite what you had in mind, you can return your item for store credit. Notify us at [email protected] with your order # or gift receipt for assistance. Please note that we cannot refund you the amount in cash or cash equivalent.