Refund policy

RETURN & REFUND POLICY
Last updated: November 2, 2026

At Outerwearly, we want you to understand your options before placing an order. This policy applies to purchases from our online store. Nothing in this policy limits rights that cannot be excluded under applicable law.

1. Return period
You may request a return of eligible items within 30 days of delivery. Email support@outerwearly.com within this period. We will provide return instructions after reviewing your request.

2. Return conditions
Voluntary returns must be unused, unworn, unwashed and undamaged, with original labels and packaging intact where reasonably possible. Trying an item on for fit, as in a retail store, is permitted.
Where an item shows wear, damage or handling beyond what is necessary to assess fit, we may decline a voluntary return or explain an appropriate deduction, to the extent permitted by law. We will explain the outcome and any deduction.
Please obtain return instructions before shipping. This helps route and identify your parcel and does not remove statutory rights.

3. Damaged, defective or incorrect items
Please notify support@outerwearly.com as soon as possible, preferably within 14 days of delivery, and include your order number, a description and clear photographs where available.
The 14-day request helps us investigate promptly; it does not cut off rights under applicable law.
We will review the issue and offer an appropriate remedy, which may include replacement or a refund. Store credit is offered only with your agreement where a monetary refund is otherwise due. No restocking fee applies to a verified damaged, defective or incorrect item. We cover reasonable necessary return costs for such items; contact us for instructions before incurring costs.

4. Exclusions
To the extent permitted by law, voluntary returns are not accepted for personalised/custom-made items, items damaged through misuse, or sealed hygiene-sensitive items after their hygiene seal is removed. These exclusions do not remove rights relating to faulty, incorrect or misdescribed goods.

5. Exchanges
One voluntary exchange per order may be offered, subject to availability. Contact us for arrangements and any shipping costs before proceeding. Your statutory rights remain unaffected. A replacement item is not automatically excluded from remedies for defects or errors.

6. Return costs and restocking fee
For voluntary returns, the customer pays return postage and any applicable return customs or handling charges. We do not provide a free return label for voluntary returns.
Approved returns are sent to [RETURN COUNTRY]. International return postage may be significant; obtain a carrier quote before shipping.
A 15% restocking fee applies to approved voluntary returns, calculated on the amount paid for the returned merchandise after applicable discounts. It is deducted from the refund, where permitted by law.
This fee does not apply to verified damaged, defective or incorrect items, or where prohibited by law.
For refused or unclaimed parcels, any proposed deduction will be explained and will only be applied where permitted by law; no automatic fee overrides statutory rights.

7. Return address and shipment
Contact support@outerwearly.com for the return address and instructions after your request is approved. Do not send returns to our registered Belgian business address or the outbound address on the parcel without instructions.
Use a trackable service, retain your receipt and follow the provided customs instructions accurately. Contact us if a return is delayed or lost so we can help investigate. Responsibility is determined under applicable law; we do not exclude liability for our own errors.

8. Requesting a return
Email support@outerwearly.com with:
- Order number and full name
- Item(s) you wish to return
- Reason for your request
- Photos for damaged, defective or incorrect items, where available
- Email address used at checkout
We review requests on business days, Monday–Friday, excluding public holidays. Do not ship until you receive instructions.

9. Cancellations
Contact us within 30 minutes of purchase to request cancellation. We will try to stop the order, but cancellation is not guaranteed if processing has begun. If cancellation is no longer possible, you may request an eligible return after delivery. Statutory cancellation rights, where applicable, remain unaffected.

10. Refunds
After receipt, we inspect the return and email you the result. Approved refunds are issued to the original payment method. Please allow 5–10 business days after the refund is issued for your bank or payment provider to post the funds.
We explain any applicable 15% restocking deduction. Voluntary return postage is not refunded. Original standard U.S. shipping is free and is not deducted as a separate shipping charge.
Contact us if you have not received an expected refund.

11. Promotional discounts and partial returns
For partial voluntary returns, quantity-based discounts may be recalculated using the items you keep. If the retained items no longer qualify for the original tier, the applicable lower tier or undiscounted price is used. The resulting difference is reflected in the return refund, where permitted by law.
We will explain the calculation and any restocking deduction. We do not apply duplicate charges or reduce the refund below zero. This does not restrict remedies for faulty or incorrect goods.

12. Store credit
We may offer store credit as an optional alternative. It does not replace a monetary refund you are entitled to without your agreement. Any expiry or usage conditions will be disclosed before acceptance.

13. Lost or delivered parcels
Contact us if your parcel is missing, including when tracking shows delivered. We will assist in investigating with the carrier and review appropriate remedies based on the findings and applicable law. You are not required to accept store credit instead of a refund where a refund is legally due.

14. Changes
The policy available when you place your order applies to that purchase. Updates apply prospectively and do not remove existing rights.

15. Contact and business information
Outerwearly is operated by We Build Brands BV.
Registered business address: Broekstraat 33, 9831 Sint-Martens-Latem, Belgium.
Company number: 0797.324.261
VAT: BE0797.324.261
Email: support@outerwearly.com
Contact form: https://outerwearly.com/pages/contact
This registered address is not a retail store, warehouse or return address.