Return Policy

OUTERSPRING accepts eligible change-of-mind returns requested within 14 calendar days of delivery.

To qualify for a change-of-mind return, merchandise must:

• Be unworn, unused, unwashed and unaltered.
• Be in its original condition, free from damage, stains, fragrances or signs of wear.
• Have all original designer tags, security tags and labels attached and intact.
• Include original packaging, designer boxes, dust bags, authenticity cards and accessories, where supplied.
• Be accompanied by proof of purchase.

Shoes must be tried on a clean, protected surface to prevent damage to the soles. Original designer shoe boxes must be placed inside protective outer packaging and must not be used directly as shipping cartons.

Items returned with missing tags, damaged packaging, signs of wear or other conditions inconsistent with these requirements may be declined for discretionary change-of-mind returns.

These conditions do not restrict your statutory rights in relation to faulty, incorrectly described or otherwise non-compliant goods.

To initiate a return, please contact our Customer Care team through our contact form within 14 calendar days of receiving your order.

Please provide:

• Your order number.
• The item or items you wish to return.
• The quantity being returned.
• The reason for your return.
• The condition of the merchandise.
• Photographs, where relevant.

Our team will review your request and provide return authorisation, instructions, the applicable return destination and any charges payable by you.

Please do not send merchandise back without receiving return instructions from OUTERSPRING.

As our products are sourced through an international network of luxury suppliers and boutiques, the return address may differ from the original shipping address.

For discretionary change-of-mind returns, please dispatch your merchandise within 7 calendar days of receiving return authorisation, unless otherwise agreed.

Where applicable law provides a longer return period, including statutory cancellation rights, that legal period will apply.

For discretionary change-of-mind returns, customers are responsible for the applicable return shipping costs.

Depending on the product's origin, destination and shipping arrangements, additional international transportation or customs-related charges may apply.

Before an authorised change-of-mind return proceeds, we will inform you of any return charges payable by you.

Where OUTERSPRING provides a prepaid return label, the disclosed return shipping cost may be deducted from your refund with your agreement.

If you arrange your own return shipping with our approval, we recommend using a tracked and insured service.

Original shipping charges are generally non-refundable for discretionary change-of-mind returns, except where otherwise stated or required by law.

We do not automatically charge customers our supplier's payment processing fees.

Where a return arises from faulty, damaged, incorrect or otherwise non-compliant merchandise, OUTERSPRING will meet its obligations regarding reasonable return shipping costs and remedies under applicable consumer protection laws.

Once returned merchandise has been received and inspected, we will notify you of the outcome of your return.

For approved discretionary returns, refunds will generally be issued to the original payment method within 10 business days of approval.

Any return shipping or other charges that were disclosed and agreed in advance may be deducted where legally permitted.

Depending on your payment provider, additional time may be required for the refund to appear in your account.

Refunds required by applicable consumer protection laws will be processed within the relevant statutory timeframe and without deductions prohibited by law.

We reserve the right to decline discretionary change-of-mind returns that do not meet the eligibility conditions outlined in this policy.

Every OUTERSPRING purchase should arrive as described and in an acceptable condition.

If your order arrives faulty, damaged, incomplete or incorrect, please contact our Customer Care team as soon as reasonably possible.

Include your order number, a description of the issue and photographs where available.

Our team will assess the matter and arrange an appropriate remedy in accordance with applicable consumer protection laws.

Depending on the circumstances and your legal rights, remedies may include:

• Repair.
• Replacement.
• Refund.
• Reimbursement of reasonable return shipping expenses.

For customers protected by Australian Consumer Law, a major failure may entitle you to choose a refund or replacement.

The 14-day change-of-mind return period does not restrict statutory rights relating to faulty or non-compliant merchandise.

For hygiene, personalisation and product-integrity reasons, the following items are generally not eligible for discretionary change-of-mind returns:

• Underwear and intimate apparel.
• Swimwear with removed or damaged hygiene protection.
• Earrings and pierced jewellery.
• Opened beauty and personal care products with broken hygiene seals.
• Personalised or made-to-order merchandise.
• Gift cards.
• Merchandise clearly identified as Final Sale before purchase.

These exclusions apply only to discretionary change-of-mind returns.

Where applicable consumer protection laws provide a right to return or cancel a purchase, those rights take precedence over these exclusions.

OUTERSPRING does not currently offer direct exchanges.

If you would prefer a different size, colour or style, please request a return for your original purchase and place a new order for the preferred item.

Because our collections are sourced from international boutiques and suppliers, product availability may change frequently.

We cannot guarantee that alternative sizes, colours or styles will remain available.

OUTERSPRING welcomes customers from selected destinations worldwide, including the United States, Australia, the United Kingdom and European countries.

Our standard discretionary change-of-mind return period is 14 calendar days from delivery.

However, additional rights may apply depending on your country or region.

8.1 United States

Customers in the United States may request an eligible change-of-mind return within 14 calendar days of delivery.

Merchandise must satisfy the return conditions outlined in this policy.

Customers are responsible for disclosed return shipping charges unless otherwise stated or required by law.

Original delivery charges are generally non-refundable for discretionary returns.

Any applicable federal or state consumer protection rights remain unaffected.

8.2 Australia

Australian customers may request eligible change-of-mind returns within 14 calendar days of delivery.

All purchases are subject to applicable Australian Consumer Law guarantees.

These guarantees may entitle customers to remedies where products are faulty, unsafe, incorrectly described or otherwise fail to meet statutory requirements.

These rights cannot be excluded by this policy.

8.3 European Union

Customers in the European Union who qualify for statutory withdrawal rights may cancel eligible online purchases within 14 calendar days of receiving the merchandise, without providing a reason.

To exercise this right, customers must notify OUTERSPRING of their decision within the applicable cancellation period.

Customers generally have a further 14 calendar days after communicating their withdrawal to send the merchandise back.

Where required by law, OUTERSPRING will refund the purchase price and the cost of standard outbound delivery.

Customers may be responsible for direct return shipping costs where this responsibility has been properly disclosed and the law permits.

Refunds will be processed within the applicable statutory timeframe. Where legally permitted, reimbursement may be withheld until the returned goods are received or evidence of their return is supplied.

Any statutory exceptions to withdrawal rights will apply only where legally permitted.

8.4 United Kingdom

Customers in the United Kingdom who qualify for statutory cancellation rights may cancel eligible online purchases within 14 calendar days of receiving their order.

Customers generally have a further 14 calendar days after notifying OUTERSPRING to return the merchandise.

Where required by law, refunds will include the cost of standard outbound delivery and will be processed within the applicable statutory timeframe.

Direct return shipping charges may be payable by the customer where properly disclosed and permitted by law.

Statutory exceptions and consumer remedies remain applicable.

8.5 Other International Destinations

Customers in other countries may request eligible change-of-mind returns within 14 calendar days of delivery.

Additional mandatory cancellation, refund or consumer protection rights may apply under local laws.

Where those rights provide greater protection than this policy, the applicable legal requirements will take precedence.

OUTERSPRING sources luxury fashion through international suppliers and boutiques.

Orders may be dispatched from locations outside the customer's country of residence.

Unless expressly stated as duties-paid at checkout, international shipments may be dispatched under Delivered at Place (DAP) arrangements.

Under DAP, customers are generally responsible for applicable import duties, taxes, customs clearance charges and related government-imposed fees.

These charges may be collected by the courier or customs authority before delivery.

Where OUTERSPRING expressly identifies an order as duties-paid, we will arrange payment of the import duties and taxes covered by that arrangement.

Customers are encouraged to review the applicable customs information before completing their purchase.

Customs Charges on Returns

International returns may involve additional customs documentation, clearance procedures or reimportation costs.

For discretionary change-of-mind returns, any customer-payable customs-related charges will be disclosed before the return proceeds and applied only where legally permitted.

For statutory cancellations, faulty merchandise or other legally required remedies, customs-related costs will be handled in accordance with applicable law.

If a customer refuses delivery or fails to complete customs clearance, the shipment may be returned to its origin.

Where the refusal results from the customer's failure to pay previously disclosed import charges or provide necessary customs information, reasonable, documented return transportation and customs-related expenses may be recoverable where permitted by law.

Any applicable charges or deductions will be assessed in accordance with the terms disclosed before purchase and applicable consumer protection laws.

OUTERSPRING will not impose charges that are unlawful or inconsistent with the customer's statutory rights.

If delivery is refused because merchandise is faulty, incorrect or otherwise fails to meet applicable consumer guarantees, appropriate remedies will be provided in accordance with the law.

Returned merchandise may be inspected to verify its condition, completeness and eligibility.

For discretionary change-of-mind returns, merchandise that shows signs of wear, alteration, damage or missing original components may be declined.

Where permitted by applicable law, a reduction in the refund may apply if the customer has handled the merchandise beyond what is reasonably necessary to inspect its nature, characteristics and functioning.

Any such reduction will be limited to what applicable law permits.

These conditions do not restrict remedies for merchandise that fails to meet applicable consumer guarantees.

Customers arranging their own discretionary return shipping are encouraged to use a tracked and insured courier service.

Please retain proof of postage and tracking details until the return has been completed.

Where OUTERSPRING provides a return shipping label, customers should follow the accompanying packaging and shipping instructions.

Responsibility for merchandise lost or damaged during return transit will be determined according to the shipping arrangement, applicable law and the circumstances of the return.

Statutory consumer rights remain unaffected.

Refunds are issued through the original payment method wherever possible.

Refunds will be processed in the transaction currency, subject to the payment provider's capabilities and applicable legal requirements.

If your bank or payment provider converts currencies, the amount appearing in your account may differ due to exchange rate movements or independently charged conversion fees.

OUTERSPRING does not control exchange rates or fees applied by external financial institutions.

Any statutory refund obligations will be honoured in accordance with applicable law.

If you wish to cancel an order, please contact our Customer Care team as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before orders enter fulfilment or are dispatched.

Once an order has entered fulfilment, cancellation may not be possible under our discretionary cancellation arrangements.

If an order has already been dispatched, you may request a return in accordance with this policy.

Nothing in this section limits statutory cancellation or withdrawal rights available under applicable law.

OUTERSPRING is committed to respecting applicable consumer protection laws.

Our Returns & Refunds Policy is intended to provide additional clarity and does not exclude, restrict or modify any rights or remedies that cannot lawfully be excluded.

For Australian customers, our goods come with guarantees that cannot be excluded under Australian Consumer Law.

Customers may be entitled to a replacement or refund for a major failure and compensation for reasonably foreseeable loss or damage.

Customers may also be entitled to repair or replacement where goods fail to meet applicable consumer guarantees and the failure is not major.

Customers in other jurisdictions may have additional mandatory rights under applicable local consumer protection legislation.

OUTERSPRING may update this Returns & Refunds Policy to reflect changes in our business operations, shipping arrangements or legal obligations.

The latest version will be published on our website with an updated effective date.

Changes will not retrospectively remove statutory rights or alter accepted purchases in a manner prohibited by law.

For assistance with returns, refunds, order cancellations or product concerns, please contact our Customer Care team through our contact form.

OUTERSPRING

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