Thank you for shopping at OutHiking. We appreciate your business and want to ensure your satisfaction with your purchase. If you're not completely happy with your purchase, please review our return and refund policy below.

Return & Refund Policy

How to Avoid Returns

1. Ensure you carefully read the size charts on all product pages before placing your order. 
2. Not all monitors are the same and colours can appear differently. Things like your individual computer settings, such as brightness and contrast, can also affect colours, so while we have made sure that the difference between the colours is accurately reflected, we can't guarantee that the colour you see on the screen will be exactly the same as the real-life colour. 
3. Read your confirmation email immediately and make sure all details are correct. If you notice any errors, contact us ASAP to update any details.
4. Please calculate the shipping times and allow some buffer time before making an order, especially if it is for an event, birthday or special occasion. If we dispatch on time (within 3 days) and your item does not reach you within the expected time, this, unfortunately, does not constitute a reason for a free return.
5. Be careful when opening your package and do not use scissors or blades as you may damage the garment. We do not cover replacements for garments damaged through opening with scissor or blade punctures.

 

Return Window

You can return your purchased items within 14 days of receiving the order.

 

Return Conditions

To be eligible for a return, your item must:

• Be unused and in the same condition
• Be in the original packaging

Please note that personalised items cannot be returned. The product is printed on demand to the customer's name and specifications, and as such, custom garments do not fall under the 14-day refund policy. They are, therefore, non-refundable products. 

 

Can I exchange an item for a different size/colour? 

We only replace items if they are defective or damaged, we don't offer exchanges. If you're unsure which size would fit better, check out our sizing charts—we have one for every item in our store's product description section. Though rare, it's possible that an item you ordered was mislabelled. If that's the case, please let us know at hello@outhiking.co.uk within 14 days after receiving your order. Include your order number and photos of the mislabeled item, and we'll send you a new one, or issue a refund.

 

Return Process

To initiate a return, please email us at hello@outhiking.co.uk. We will provide you with instructions on where to send your return. 

• You will be responsible for paying the shipping costs for returning your item.
• Shipping costs are non-refundable.
• Please do not send your purchase back to the manufacturer. 
• Ensure all returned items are well packaged so as not to be damaged in the post. 
• You should consider using a trackable shipping service or purchasing shipping insurance. 
• We don't guarantee that we will receive your returned item.

 

Refunds

Once we receive and inspect your returned item, we will send you an email to confirm its receipt and notify you about the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original payment method within 14 days.

 

Late or Missing Refunds

If you haven't received your refund yet, first check your bank account again, then contact your credit card company or payment provider. It may take some time before your refund is officially posted.

If you've done all of this and you still have not received your refund, please contact us at hello@outhiking.co.uk.

Shipping

When will I get my order? 

Usually, it takes 5-8 business days to print, fulfil and deliver. The shipping time depends on your location but can be estimated as follows: 

• UK: 5-8 business days
• USA: 5-8 business days
• Europe: 6–8 business days 
• Australia: 5–14 business days 
• Japan: 5–8 business days 
• International: 10–20 business days 

 

Where will my order ship from? 

We work with an on-demand order fulfilment company with facilities worldwide! 

 

Will I be charged customs for my order? 

International orders may incur an additional customs and tax fee. This fee is outside our control and is assessed by your local customs office. Customs policies vary widely for every country (and US State), so please check with your local customs office to see if they apply duties and taxes to your purchases. 

 

My order should be here by now, but I still don't have it. What should I do? 

Before getting in touch with us, please help us out by doing the following:

• Check your shipping confirmation email for any mistakes in the delivery address
• Stop by your neighbours in case the courier left the package with them.
• Ask your local post office if they have your package

If the shipping address was correct, and the package wasn't left at the post office or your neighbour's, contact us at hello@outhiking.co.uk with your order number. 

 

I received a wrong/damaged product, what should I do? 

We're so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at hello@outhiking.co.uk within 14 days with photos of the damaged product, your order number, and any other details you may have about your order. We'll get back to you with a resolution as soon as possible! 

  

Contact Us

If you have any questions about our return and refund policy, please contact us at hello@outhiking.co.uk. We value your satisfaction and want to ensure that the return process is convenient and efficient for you. If you have any further questions or need assistance with your return, please don't hesitate to reach out to our customer support team. We're here to help make your shopping experience exceptional from beginning to end.