Frequently Asked Questions
Something not quite right or having second thoughts? You can return or exchange your unworn, unaltered product(s) within 30 days of delivery at no cost to you. Return online at our returns portal – https://outerbanks.shipping-portal.com/rp/
by logging in with your order number and zip code, selecting the product(s) you wish to return, and indicating whether you’d like a refund or an exchange. You can then schedule a (free) carrier pick-up service, or drop off the product(s) yourself at a drop-off point. Should you ship your returns back, you can use the prepaid return label that was included in the original shipment. Print your returns label and attach it to the parcel. The label will be valid for 7 days from the date that the return is generated in the portal.
After your return is processed at our warehouse, you will receive an email to confirm. We will refund the total purchase amount to the original payment method used within 5-10 business days. Exchanged products will be re-shipped within 2 business days after we received your return. Remember, we can only exchange for the same product in a different size or colour and are subject to our stock availability.
We try to be paperless as possible in order to become a more sustainable brand and our online returns portal is the quickest and easiest way to return an item. If you use an alternative method to return your item(s) it may delay or prevent your refund/exchange being processed.
It’s really easy to arrange a return by following these simple steps. If you experience difficulties at this stage, please contact our customercare@outerbanks.eu for some troubleshooting tips!
CHECK OUT OUR OUR RETURN POLICY HERE:
We have 3 main conditions for return due to a change of mind:
- Items must be returned within 14 days of the DELIVERY date;
Items must be purchased from our official www.outerbanks.eu website and still hold the original receipt for proof of purchase. Proof of purchase can be in the form of a confirmation email or bank statement or PayPal proof of purchase; - Items must be unworn with the original tags still attached – we are unable to accept returns with dirty marks or wear damage; Please note due to hygiene reasons, we are unable to offer an exchange or refund on underwear, swimwear and cosmetics, unless they are sealed in their original packaging. This does not affect your statutory rights.
All returns are processed through all main couriers of your choice. You can schedule a free pickup through our returns portal – https://outerbanks.shipping-portal.com/rp/
Return forms are not necessary. Your return shipping label can be printed and will be used to reference the order.
Exchanges can be processed online by signing into our return portal – https://outerbanks.shipping-portal.com/rp/ and selecting the order and item(s) you wish to exchange within 14 days of the delivery date.
We will ship your new product(s) as soon as we have correctly received and processed the returned goods
After your return is registered, you can drop off your package at any service point or access point of the courier you have chosen.
You can schedule a pickup when registering your return in our return portal – https://outerbanks.shipping-portal.com/rp/. If you need to modify an existing return request, please contact Customer Service, customercare@outerbanks.eu
The main couriers pickup typically occur between 9:00AM – 5:00PM, but can vary based on your location. It is currently not possible to schedule a specific pickup time.
If you have not received a email about the track and trace of your return goods, please contact Customer Care at customercare@outerbanks.eu to get more information for tracking your return order.
Basically, Outerbanks Fashion offers worldwide delivery, using high-end courier services. Please select your country of shipping destination at the registration form before you start shopping. But sometimes it occurs, due to government regulations, it is not possible to make your delivery.When this happens, we will inform you and refund your payment, if needed.
Please note that we do not deliver to Post Office boxes, forwarding addresses or courier collection points. We do deliver to all home and office addresses.
Your products will be delivered through high-quality courier services. After we have dispatched your parcel, you will receive an automated email stating a track & trace number so you can easily follow the whereabouts of your parcel.
As OuterBanks Fashion is a slow fashion company and due to sustainability procedures we don’t like to waste our products. Therefore we don’t have any stock of our products in house. Every OuterBanks product is exclusively and specially made for you, after ordering. We aim to deliver all orders within 7-10 business days worldwide. But the estimated delivery time and shipping fees vary by country. Please check your emails, after ordering, for more information.
Currently we accept Visa, MasterCard, American Express, PayPal and Apple Pay for all countries. In addition, we will offer various local payment methods in many countries, very soon.
Simply click on “Size Chart” button down below on every product page. We have provided the actual dimensions of each product for you to compare with your own body measurements. When an item runs small or large to size, this will be identified within the ‘Description’ tab on every product page.
If you have any questions or comments about our products or service, do not hesitate to contact our Customer Service representatives. You will receive an answer within 72 hours. Our Customer Service representatives are available per email customercare@outerbanks.eu or by telephone +31(0)85-0603733
When you visit our website, the ‘ship to’ country will automatically take your current location, depending on your IP address. For easy browsing, we offer our website always in English. Possibly, the native language of the country where you are located will be available for selection too. If you want to ship to a country different from the one you are located at the time of ordering, you can may change the shipping address details when ordering.
When visiting our website, Outerbanks Fashion receives and records information from your browser through a variety of methods, such as cookies and pixel tags. Cookies are pieces of information sent to your web browser when you visit the Outerbanks website. Working in combination with website content, cookies capture and remember information like shopping cart items, purchase history, username, password, and other information.
We use cookies and tiny graphic images called pixel tags to track, in aggregate form only, customers’ site usage and recognize personal settings and preferences; enabling us to improve site services and experience. Cookies and pixel tags also provide us with data about site traffic and interaction, and identify, obtain, and measure trends, statistics, and other general site analytics so that we can offer better site experiences and tools in the future. As is common practice on many websites, we may contract with third parties to assist us in gathering data, however, they are only permitted to use information collected to help Outerbanks conduct and improve its business.
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies by adjusting your browser settings. However, please note that disabling cookies will restrict access to many of the features that make our website more efficient, as well as prevent certain services, including online shopping, from functioning properly. Outerbanks also works with companies who use tracking technologies to serve ads on our behalf across the internet. Additionally, these companies may collect non-personally identifiable information about your visits to our website to help research and measure the effectiveness of our online content, advertisements, and other forms of communications.
If you are located in Europe, you can delete cookies via Your Online Choices, to ensure they won’t be placed on a third party website.
Yes, creating a Outerbanks account has many benefits:
- Track your orders and review past purchases
- Request returns or exchanges
- Save your address and card details for faster shopping
- Save your personal measurements and sizes
Any customs or import duties due are charged once the parcel reaches the destination country and must be paid by the recipient of the parcel. We have no control over these charges and cannot advise you in advance of the total duty which will be charged.
We recommend you contact your local Customs Office for current import duties before you order so you can estimate the charges before purchasing.
At Outerbanks, it’s no secret that we’re all about unique clothing. And if you’ve shopped on our site before, you’ll know we care about the experience just as much. We believe actions speak louder than words, so try to show how much we care by the way we do things.
Like it being safe and secure to buy from us. Or the fact that you can do so knowing that if you have a query, you’ll only have to pick up the phone or send us an email to have it dealt with quickly and without fuss. We offer a simple and straightforward returns service, because we want you to be happy with your purchase and understand you may change your mind.
What’s more, we like to offer some extras on the site for you to get your teeth into. Check out our blog for exclusive updates and the latest Outerbanks News, or get inspired by the hottest looks from our campaign shoots.
And if you enjoy coming to us, we’ll even come to you too. Just subscribe to our newsletter and you’ll get first access to our updates, new arrivals and news sent straight to your inbox
Please enter your email address in the Newsletter Signup section of our website.
