Return Policy

Our refund and returns policy lasts 14 days. Items must be returned to us within 28 days of the order date. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please note:

  • Returns will not be accepted without a valid return authorisation slip
  • OuterBanks will not take responsibility for returned items not received if registered post and/or tracking is not used.
  • Postage costs for returned items is at the cost of the customer.

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.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 14 days after delivery.

How to make a return

You can return or exchange your unworn, unaltered product(s) within 14 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 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 return label. 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

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@outerbanks.eu

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@outerbanks.eu

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: OuterBanks Fashion Europe, Selendangstraat 42, 1336 NL Almere, Netherlands.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at customercare@outerbanks.eu for questions related to refunds and returns.