Faulty items can be returned at any time. Should you receive a faulty item please contact Customer Services by email at firstname.lastname@example.org or by phone on 1.(904) 955-4790 stating your Order Number and the nature of the fault.
- UK Orders: We will then send you a free returns postage label to return the items.
- European Orders: Please then follow the instructions under Returns by Post below. We will refund the postage cost you incur to return the items.
Please ensure you return faulty items to us as soon as possible. For faulty items that have been worn/used or returns outside our Standard Returns & Exchanges Policy, please contact Customer Services by email at email@example.com or by phone on 1.(904) 955-4790 for further assistance.
Our Policy Standard Returns & Exchanges
Please note that this standard right of return or exchange is provided in addition to the cancellation right set out above and does not affect your statutory rights as a consumer. When you buy something from us, we hope you love it. However, should you change your mind (it happens to the best of us), and subject to the conditions set out below, you have 30 days from the dispatch date to return US-bought full-price items to us for a refund or exchange. Sale items can be returned within 14 days from the dispatch date for a refund or exchange. For exchanges, please see the Exchanges section below. For returns, please follow the instructions set out in the Returns By Post or Returns to Stores sections below.
Our standard right of return or exchange is subject to the following conditions:
- Swimwear and intimate apparel must have any hygiene seals intact to be eligible for return or exchange.
- Unless an item is faulty or where you are exercising your right to cancel your contract, unwanted items need to be returned in a re-saleable condition. With that in mind, please keep all original packaging and return the items undamaged. For example, shoes should only be worn on a carpeted surface until you are certain you are keeping them.
- The returns period for Europe-bought full-price furniture is 14 days from the date of delivery. Note that this does not affect your statutory rights. Please see the Furniture Returns section below for information about returning items of furniture.
Returns by Post
Please complete the “return reason” section on the reverse of your dispatch note, detailing each item, quantity, and why you are sending the item(s) back. Place this form in your parcel, along with your items. If you have a returns label, please attach it to your package.
If you do not have a returns label, please send your goods to:
5748 Wandering Trl
Jacksonville, FL 32219
Be sure to send your package using a secure or traceable method – such as US Mail Signed For and that you keep your proof of postage. Please see the section below for information about returning items of furniture.
Returns to Stores
You may also return items purchased at outandproudapparel.com to our US stores. To do so, you must bring along either the dispatch note from your parcel or the dispatch email you received when it was delivered. Unfortunately we cannot process store-bought returns at our warehouse. Please return your items to one of our US stores. Our US stores are also unable to accept returned merchandise from our U.S. stores and outandproudapparel.com orders. Likewise, our stores in North America are unable to accept returns of items purchased at outandproudapparel.com or from our European stores. Out and Proud stores are only able to issue store credit, or perform exchanges for items purchased through PayPal. Please note that our Selfridges concession is unable to process refunds or exchanges for items purchased at outandproudapparel.com or at any of our European stores. Please see the Furniture Returns section below for information about returning items of furniture.
In-stock furniture, rugs and other oversized items can be returned within 14 days from the date of delivery for a full refund of the merchandise cost. For Made To Order pieces refund requests must be received within 14 days from the delivery date. View full details. Out and Proud will refund or replace items where a manufacturer defect was found within one year from the date of delivery. Please contact AnthroFurniture@outandproudapparel.com to arrange a furniture, rug or oversized item return. Returns will be completed upon full inspection of the merchandise at our warehouse, and can take up to 30 days to fully
Returning a Gift
If you have received a gift from Out and Proud and you are not happy with it, you are more than welcome to return it to us.
If you have a receipt or dispatch note:
- Return your gift via post using our label provided in the original package. Complete the returns form on your dispatch note making sure you select “09 returning a gift”.
- The amount paid for the item will be sent as a physical gift card to the delivery address as stated on the dispatch note. Please note this gift card can also be used online or in any of our Out and Proud stores, excluding our Selfridges concession.
- If you would prefer that the sender’s account is credited for the gift please follow the instructions under Returns by Post above including the reason for return codes “01-08”.
Alternatively, feel free to exchange the item at one of our stores by taking along your receipt or dispatch note with your gift. Please see the Furniture Returns section below for information about returning items of furniture.
If you don’t have a receipt or dispatch note: Please contact us and we’ll help right away.
Processing Your Refund
This section does not apply to refunds due where you have cancelled the contract (see the section above on Cancellations for further information). If you return an item for any other reason, we will examine the item and will notify you of your refund within a reasonable period. Most returns will be processed in approximately 2-3 weeks although, on occasion, some returns may take up to 28 days to be processed. Your refund will be credited back to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement. Please note that we are unable to issue refunds to expired bank cards – in this instance, we will issue the amount paid to you as online or store credit. Our delivery charges are non-refundable, and Out and Proud is not responsible for delivery fees or lost returns. Unless you have cancelled the contract (see the section on Cancellations above) or are returning a faulty item, our delivery charges are non-refundable, and Out and Proud is not responsible for delivery fees or lost returns. Faulty items will be refunded in full, including delivery charges for sending them to you and the cost incurred by you in returning them to us.
Should you wish to exchange an item, please contact us and we will organise a freepost label to be sent to you so that you can return your item at no extra cost. We’ll also place a new order for you – don’t worry, you won’t need to pay postage again. Please note that we can only exchange an item for the same style in a different size, and we are only able to do so for US orders. Alternatively, you can return your items to our store and choose new ones. Don’t forget to bring your dispatch note or dispatch confirmation email. Note that the period for exchanges is 30 days from the despatch date for US-bought full-price items and 14 days from the despatch date for sale items. This right of exchange is provided in addition to the cancellation right set out above and does not affect your statutory rights as a consumer.
When returning items purchased through PayPal, items must be returned via post to our warein order to receive a refund to your PayPal account. Out and Proud stores are only able to issue store credit or perform exchanges for items purchased through PayPal.