Help Centre

Pick your piece and size, add it to your bag and go through checkout. We email your order confirmation straight away. If it hasn't arrived, look in your junk or spam folder before getting in touch.

Yes, as long as you ask within 1 hour of ordering and it hasn't been dispatched yet. Send us a cancellation request with your order number using our contact form and you'll receive a full refund.

Once that hour has passed, the order is final.

Orders can't be edited once they've been placed. If you reach us within the 1-hour cancellation window, we can cancel and refund the order so you can place a new one.

Contact us as soon as possible through our contact form. We can usually update the address if the order hasn't left our partner yet. After dispatch, the address can no longer be changed.

Stock on our site is live from our European partners, but now and then a piece sells elsewhere at the very same moment. If that happens, we'll let you know within 1 business day and refund you in full.

No. Each order is paid with a single payment method.

We're always happy to answer questions, but orders need to be placed through our website. That way your payment is processed securely and your order can be properly tracked.

Visa, Mastercard, American Express, UnionPay, PayPal, Shop Pay, Apple Pay and Google Pay. Depending on your delivery country, extra local options may also appear at checkout.

Yes. Every transaction is encrypted and handled by PCI-DSS compliant payment providers, and we never keep your full card number.

Where available, prices appear in your delivery country's currency and you're charged in that same currency. If your card is in a different currency, your bank may apply its own exchange rate.

The usual causes are a billing address that doesn't match your card, insufficient funds, or your bank blocking an overseas transaction. Check those first, then try another payment method or speak to your bank. We aren't told the reason a payment is declined.

As soon as you place your order.

Every order is dispatched from our distribution centres in Europe.

Australia, New Zealand, the United States, Japan, South Korea, Singapore, Hong Kong SAR, Macao SAR and Switzerland.

Don't see your country? Get in touch, as we may still be able to arrange delivery.

It depends on where you are and how much you spend. The exact cost is always shown at checkout before you pay.

• Australia: A$36, free over A$950
• New Zealand: NZ$40, free over NZ$1,000
• United States: US$26, free over US$650
• Singapore: S$33, free over S$800
• Hong Kong SAR: HK$200, free over HK$5,000
• Macao SAR: MOP210, free over MOP5,000
• Japan: ¥3,800, free over ¥100,000
• South Korea: ₩35,000, free over ₩900,000
• Switzerland: CHF20, free over CHF500

Orders leave within 72 hours of purchase. Estimated total delivery times:

• Switzerland: 3 to 5 business days
• United States: 4 to 8 business days
• Hong Kong, Macao, Singapore, Japan and South Korea: 4 to 8 business days
• Australia and New Zealand: 6 to 11 business days

Customs clearance can occasionally add time, which is beyond our control.

DHL or UPS, depending on your destination. Both services are fully tracked.

When your order ships, we email you a tracking number. You can also follow it from your account.

Give the courier up to 48 hours to show movement. A tracking number with no updates yet usually just means the parcel hasn't been scanned into their network.

Luxury deliveries often need a signature, so we suggest using an address where someone can receive it during business hours.

No. We also can't deliver to APO or FPO addresses.

This is usually customs processing, which can pause tracking for several days. If nothing has changed for more than 5 business days, let us know and we'll follow it up with the courier.

Send us a message with your order number. Most delays are customs-related, and we'll find out where your parcel is and what's holding it up.

No. Every order is shipped Delivered Duty Paid (DDP), which means import duties and taxes are already included in your checkout total. Nothing more is collected when your parcel arrives.

Yes, for all nine countries we deliver to.

Australian orders of A$1,000 or more need a formal import declaration. We take care of it for you and the related charges are already in your checkout total. It can add a day or two to clearance.

No. Each order is sourced specifically for you and sent from Europe, so we can't accept change-of-mind returns. That includes a size or colour that isn't what you expected. All sales are final, which is why we suggest asking us for measurements before you order.

No, we don't offer exchanges.

Contact us within 7 days of delivery with your order number and clear photos. We'll cover the return shipping and refund you in full, including any shipping you paid. If you'd rather have a replacement and stock allows, we'll send one instead.

The same applies: contact us within 7 days of delivery. We'll arrange collection at our cost, then send the correct item or give you a full refund. A mistake on our side never costs you anything.

Contact us within 30 days of delivery with photos of the item, its tags and its serial or style code. If a closer look is needed, we'll pay for an independent assessment. If the item is confirmed as not authentic, you'll receive a full refund including all shipping. Read our Authenticity Guarantee.

Yes. Under Korean law you can withdraw from your purchase within 7 days of receiving it. You'll need to cover the return shipping, and the item must be unused and complete with all original tags and packaging.

Approved refunds are processed within 10 business days of us receiving and inspecting the item, back to your original payment method. Your bank may take a few extra days to show it.

For faulty, incorrect or non-authentic items, we refund everything you paid.

Yes. Every piece is 100% authentic and brand new, sourced through established European boutiques and distributors, and arrives with its original tags and packaging. See our Authenticity Guarantee.

No. OUTERSPRING is an independent luxury retailer and isn't affiliated with, endorsed by or authorised by any brand unless we say so. We source through legitimate European wholesale and retail channels, which is how we can offer our range and prices.

Every item is brand new and unworn.

We buy through European distribution channels, and European wholesale pricing differs from a brand's local retail price in your country. Prices can also change with the season and availability.

Yes, whenever the supplier provides them. Original tags are always attached.

Not yet, but every order is packed with care so it arrives ready to present.

Often, yes. Our range changes constantly and many pieces are available even when they're not showing online. Tell us what you're looking for.

Start with our Size Guide for international conversions. Because sizing varies between brands, compare against a similar piece you already own. If we have the manufacturer's measurements for an item, we're happy to share them. Message us before you order.

We're not able to recommend sizes. Fit varies between brands and even between styles from the same brand, and only you know how you like a piece to fit. We can share the manufacturer's stated measurements where we have them, but the final choice is yours.

Product images are provided by the brand or distributor and show the item as listed. We can't supply additional or custom photos.

No, you can check out as a guest. An account just makes it easier to follow your orders and shop again. Sign in or create an account.

In short, we use it to process your order, provide support and, only if you agree, send you marketing. Read our Privacy Policy for the full details.

Use the unsubscribe link at the bottom of any email, reply STOP to any text message, or send us a request and we'll remove you.

Send us a request through our contact form. We'll confirm once it's done, within 30 days at the latest.