Payment not completed
An eligible unpaid order may be cancelled before payment is completed. Once its unpaid payment expires, the order can no longer be paid.
Check order statusOUTRE aftercare / returns and refunds
Every request,
carefully reviewed.
Eligibility depends on payment, fulfilment, shipping, the bag's condition, and the reason for your request. Every paid-order request is reviewed manually by OUTRE.
Find your order stage
Your order status determines what happens next.
Paid, not processed
Paid orders cannot be cancelled through the website. Contact OUTRE BAG promptly so our customer care team can verify whether cancellation and refund assistance is available.
Request assistanceProcessed or delivered
Normal cancellation is no longer available. A wrong, damaged, incomplete, or otherwise disputed bag requires manual review and may require inspection.
Report an issueWhat we need to review your request
There is no automatic customer refund form. Contact OUTRE through an official support channel, and keep the bag and its packaging while your request undergoes manual review.
Identify your order
Include the invoice number and the customer contact details used at checkout so ownership of the order can be verified.
Explain what happened
Describe the reason for your request and identify the affected bag. Include the payment channel if you know it.
Show the condition
For a wrong, damaged, or incomplete delivery, provide clear photos or video of the bag, parcel, label, and packaging when requested.
Await return instructions
Do not send a bag back until OUTRE confirms eligibility, return instructions, and the approved return destination.
How we assess requests
Approval, costs, and timing are confirmed individually.
OUTRE may assess the bag's condition, completeness, use, packaging, supporting evidence, and reported issue before offering a return, replacement, refund, or another resolution.
Pre-order products follow the availability and timing disclosed on the product page and at checkout. If OUTRE cannot fulfil an item, OUTRE will offer an appropriate resolution.
Shipping fees are generally not refundable unless the issue was caused by OUTRE or refund is otherwise required by applicable law. Return-shipping responsibility is confirmed during review.
Approved refunds may use DOKU support, the original provider, bank transfer, or another confirmed method. Timing depends on review, inspection, payment channel, provider, and bank handling.
Any deduction is disclosed first. For customer-initiated requests, payment gateway, MDR, transfer, or administration costs may apply when those costs are not returned to OUTRE. Our team will confirm any possible deduction before an approved refund is processed. Issues caused by OUTRE are handled according to the full refund policy.