Returns & Exchanges

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Returns & Exchanges

Returns & Exchanges

Faulty Items

Faulty items can be returned at any time. Should you receive a faulty item please contact Customer Services by email at customerservice@outandproudapparel.com 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 customerservice@outandproudapparel.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:

outandproudapparel.com

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.

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.

Exchanges

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.

PayPal Orders

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.

Your Right to Cancel

Please note that this right to cancel is additional to your other statutory rights as a consumer and our standard returns and exchanges policy below. If you are a consumer (i.e. you are not a business and you are not purchasing products from us for purposes which are wholly or mainly in connection with any business you may have or trade you run), you have the right to cancel the contract formed with us when you purchased products on the Site. You can cancel the contract for any reason and at any time within the cancellation period (see below).

Cancellation Period

The cancellation period starts when we send you the dispatch confirmation email (this email indicates that your order has been accepted by us and, therefore, that a contract has been formed between us) and ends 14 calendar days after the day on which the product(s) is/are delivered to you. If you ordered multiple products in a single order and we ship those products in separate deliveries to you, the cancellation period will end on the 14th day starting from the day after you received the last of the products in that order. Calculating the cancellation period can be tricky, so here is an illustration to help you figure out how long you have:

  • You place an order on 1 April.
  • We send you a dispatch confirmation email on 3 April. This is the date when the contract between us is formed.
  • You receive delivery of your products on 7 April.
  • The period for cancelling the contract starts on 3 April and ends on 21 April (i.e. it ends 14 calendar days starting from the day after delivery). Weekends, bank holidays and public holidays are counted when you calculate the 14 days.

How to Exercise the Right to Cancel

To cancel a contract as above, you need to:

  1. Inform us of your decision to cancel the contract. To do this, you can contact us, send us an email (customerservice@outandproudapparel.com) or letter clearly stating that you wish to cancel your contract or make your cancellation to us in writing here (in each case, including your name and order number).
  2. Send the products back to us to the address set out below in the “Returns by Post” section below in the standard returns and exchanges policy. You must do this no later than 14 days after you notified us of the cancellation. Again, weekends, bank holidays and public holidays are counted when you calculate the 14 days. For furniture, you must contact our Customer Services team to arrange a collection.

Please note that if you cancel the contract, you will have to pay the cost of returning the relevant products to us. We are not obliged to give you a refund until we receive the products back from you or we receive evidence from you that you have sent them back to us. We strongly recommend you send the products using a secure or trackable method – i.e. Recorded/Special Delivery – and that you retain your proof of postage.

What Happens Next?

Provided that you have cancelled the contract as above and we have received the products back from you (or you have provided us with evidence that you have sent the products back to us) within 14 days of cancelling the contract, we will reimburse all payments received from you in respect of the products including delivery charges up to the value of the least expensive type of standard delivery offered by us. We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of unnecessary handling by you (for example, if you have handled the products beyond the sort of handling that might reasonably be allowed in a shop). The reimbursement will be paid (using the same means of payment that you used for the original transaction) within 14 days after receiving the returned products or the evidence that the products were sent. In the case of products that we have agreed to collect (i.e. furniture), the reimbursement will be paid within 14 days after the day you notified us of the cancellation. Please note that this cancellation right does not apply to: (1) any personalised products; (2) any products made to your specifications; (3) any audio/video recordings or computer software supplied to you in sealed packs that are unsealed after delivery; or (4) other products which we have specified as non-returnable.

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