YOUR ORDER 

 
If your order has not arrived when you were expecting it then please check the following: 
 
Check you have received a dispatch confirmation email from us 
Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel 
Sign in and check your account. Is your delivery address correct? Are your contact details up to date? 
Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery 
Check no one else residing at your address has taken receipt of your parcel 
 
If you still can't locate your parcel, then please contact our Customer Services team with your order number to hand. We will endeavour to find your parcel straight away. 
 
There are multiple statuses for your order depending which stage it is at. Below is a list of the statuses you will see when checking your order's progress. 
 
Order Received - Your order is waiting to be processed by the Dispatch Team 
Processing - We have received payment for your order and it has being worked on by the warehouse. Please note, your order cannot be amended at this stage. If you have any urgent queries, then please contact Customer Support 
Dispatched - Your order has been completed and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage 
Cancelled – Your order has been cancelled 
Returned – Your return has been received by the warehouse and any refund will have been applied    Closed - Your order has been refunded 
 
If your order has been placed, but not dispatched, we will try to make the change or cancellation wherever possible. 
 
Please contact our Customer Services team email or the contact form as soon as possible after placing the order. 
 
Please note, due to the speed at which our Dispatch team work, we can make no guarantees to change orders prior to shipping. If an order has been locked for processing by the Dispatch team it cannot be cancelled or amended. 
 
If we are unable to change or cancel your order or if you have already received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. 
 
If there is an issue with your order when you receive it, please contact out Customer Service Team as soon as possible. We will do our best to resolve this issue as quickly as we can. 

SHIPPING 

 
At present we only ship orders to the United Kingdom. 
 
£5.00 via DHL 2-3 Day Standard Service 
FREE DHL 2-3 Day Standard Service on orders over £100.00 
All orders must be signed for upon delivery 
 
At present we only ship orders to the United Kingdom. 
 
In the coming months we will be adding additional countries, so please check back regularly or contact our Customer Support team for further advice. 
 
Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery. 

RETURNS 

 
Our Return Address is: 
 
Returns Department – Ref: [Enter Returns Reference] 
Outlanda Apparel 
Bolesworth Webshop 
Unit 17, Pinfold Workshops 
Pinfold Industrial Estate 
Buckley, Flintshire. CH7 3PL 
 
 
We aim to process returns within 5-7 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 3 working days. The overall expected time for an exchange can be up to 10 days upon receipt of the item. 
 
To arrange a return, please contact us and inform our Customer Service Team of your order number, the item you are returning and the reason for the return. 
 
We will then reply with a unique returns reference and all information required to return your item. 
You can return any unwanted products within 14 days provided they are unopened and in perfect condition. 
If your item is faulty you will need to tell us what exactly the fault is. We will replace any faulty items like-for-like, or if the item is no longer available, will refund the original payment method. 
 
When you return your item please remember to ask the Post Office for a receipt which you should keep as proof of sending until you have received your replacement or your refund. We cannot be held responsible for non-delivery of returned goods. 
 
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. 
 
Yes, provided the item has not been used or worn we are happy to accept returns. 

PAYMENTS 

 
We process payment via PayPal which means that you can pay with: 
 
American Express 
Maestro 
Mastercard 
PayPal 
Visa 
 
The order will be charged for as soon as it is placed. 
 
Yes, we use industry standard SSL encryption to protect your details. 
 
Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. 
 
Security checks are also made on all transactions, to ensure the authenticity of each payment. 

SUPPORT 

 
You can contact the Customer Service Team by emailing [email protected] or by completing the Customer Contact Form below. 
 
 
Outlanda Apparel endeavours to make our unsubscribe process as clear and as transparent as possible. 
 
Adhering to industry-wide best practice, we include an unsubscribe link to the footer (bottom) of all our email campaigns, which allows you to opt-out of any further promotional campaigns sent by Outlanda Apparel. 
 
Clicking the unsubscribe link will take you to a secure webpage, which will allow you to opt-out of any future promotional campaign. You will then be notified via the proceeding webpage that your unsubscription was successful. 
 
If you continue to have difficulties unsubscribing, or continue to receive our promotional campaigns, please get in touch at [email protected] 

PRODUCTS 

 
We do our best to re-stock popular items however, this is not always possible. We do not currently have the facility to let you know if or when an item is due back in stock. If you would like to ask about a product that is out of stock, contact our Customer Services team. 
 
Yes, we are licensed stockists for all our products. They are 100% authentic. 
 
We try and provide as much relevant information on our products as possible, but if you notice any errors or wish to request additional information then please contact our Customer Services Team. 

CUSTOMER CONTACT FORM 

Get in touch 

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