Refund policy

Effective Date: 09-02-2026

At Outra Jackets, we want every customer to shop with confidence.
If your purchase is not quite right, we are here to help.

This Refund Policy explains how you can return an item, receive a refund, or request an exchange in line with UK consumer law.

1. 30-Day Return Window

You may return items within 30 days from the date of delivery.

To be eligible:

  • Item must be unused, unworn, and in original condition

  • Original packaging, tags, and accessories must be included

  • Proof of purchase (order ID or receipt) is required

Items showing signs of wear, damage, or misuse after delivery may not qualify for a refund unless they are faulty.

2. How to Start a Return

To request a return, contact us:

Include your order number and the reason for your return.

Our customer service team will provide:

Do not send items back without contacting us first.
This helps us process your return quickly and correctly.

3. Return Shipping Costs

  • Faulty, damaged, or incorrect items: return shipping is free.

  • Change of mind (size, colour, preference): the customer is responsible for return shipping costs.

4. Refunds

Once your return arrives at our returns centre and is inspected:

  • We will email you to confirm approval or rejection

  • Approved refunds are processed within 5–10 business days to your original payment method

Depending on your bank or card issuer, it may take up to 14 business days for the refund to appear.

If your return is rejected (e.g. used or damaged items outside policy), we will contact you to discuss the options.

5. Exchanges

If you wish to exchange an item:

  1. Contact our support team first

  2. We will advise whether an exchange is possible or whether you should return the item for a refund and place a new order

This ensures accurate stock management and faster processing.

6. Faulty, Damaged or Incorrect Items

If an item arrives damaged, faulty, or incorrect:

  • Please contact us within 48 hours of delivery or as soon as reasonably possible

  • Include photos of the issue, your order number, and a brief description

We will offer either a replacement or a full refund, depending on your preference and stock availability.

7. Non-Returnable Items

For hygiene, safety, and customisation reasons, certain items are not eligible for return or refund, unless they arrive faulty or damaged.

Non-returnable items include, but are not limited to:

  • Underwear and intimate items

  • Personalised or custom-made products

  • Items marked as final sale or non-returnable at the time of purchase

  • Gift cards

Please note that any item returned that falls into one of the above categories will not be accepted and will be returned to the customer at their own expense.

This does not affect your statutory rights under UK consumer law for faulty or misdescribed items.

8. Contact Information

Customer Service Hours: Monday–Friday, 09:00–17:00 GMT +0
E-mail: info@outra-jackets.com
Phone: +31612989847

Customer service is based in the Netherlands and provides dedicated English support for the United Kingdom customers. We respond to all inquiries within 24 hours on business days.

9. Company Information

This online store is operated by:
D.T. E-Commerce, Eenmanszaak
Registration Number: 74998129
Business Address: Pinksterbloemweg 255, 1508BT Zaandam

For shipping times and methods, see our Shipping Policy.