Shipping & Delivery

• Where do you ship?
  Within the United States only, including all 50 states.
• How much is shipping?
  Shipping is free on every order, with no minimum purchase.
• Will I have to pay customs duties or import taxes?
  No. We pay all duties and import taxes. Nothing is due when your parcel arrives. If a carrier ever asks you to pay something on one of our shipments, please do not pay it — email hi@out-shine.com and we will handle it directly.
• When will my order ship?
  Processing takes 1–4 calendar days, usually 3. Our warehouse runs seven days a week. Orders placed by 5:00 PM Eastern Time enter processing the same day.
• How long does delivery take?
  Transit is 8–10 business days after dispatch. Total delivery time is 1–4 calendar days of processing plus 8–10 business days of transit — roughly 2 to 3 weeks in most cases.
• What counts as a business day?
  Monday through Friday, excluding US federal holidays. Note that our warehouse processes orders seven days a week, which is why processing is quoted in calendar days and transit in business days.
• My tracking says "label created" and has not moved. Is something wrong?
  Almost certainly not. It can take up to 48 hours for the carrier's first scan to appear after we hand the parcel over. If there is still no movement after 7 business days, email us.
• Why did my order arrive in two parcels?
  Some orders ship from more than one fulfillment location, so items can arrive separately. You are never charged extra for this.
• Will my order arrive before Christmas?
  Orders placed after December 4 may not arrive before December 25. We will email you if we can see your order is at risk of missing the date, and you will always have the option to cancel for a full refund at that point.

Orders & Payment

• Which payment methods do you accept?
  Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Amazon Pay.
• Can I cancel or change my order?
  Yes, within 12 hours of placing it. After that your order enters fulfillment and cannot be cancelled or changed, including the shipping address.
• I entered the wrong address. What can I do?
  Email hi@out-shine.com immediately. If your order is still within the 12-hour window we can update it. After that the parcel will go to the address as entered; if it comes back to us as undeliverable, see our Shipping Policy for how the refund is handled.

Returns & Exchanges

• What is your return policy?
  You can return eligible items within 14 calendar days of delivery, in new and unused condition with tags attached. Orders placed between November 1 and December 31 can be returned until January 31.
• How do I start a return?
  Email hi@out-shine.com or open the order in your account and submit a request. Include your order number, the item, and the reason. We reply within 24 hours on business days with the return address and instructions. Please wait for that email before shipping anything back.
• Who pays for return shipping?
  If the item is defective, damaged or not what you ordered, we cover everything. If you changed your mind or the fit is not right, you choose your own carrier and pay the return shipping. We recommend a trackable service.
• Roughly what does return shipping cost?
  It depends on the carrier and service you choose and where you are. For a single garment sent within the US, most customers spend somewhere between $8 and $15. You are free to shop around.
• Which items cannot be returned?
  The following are final sale and cannot be returned:
  • Items that show signs of use, wear or washing, or whose hygiene seals or packaging have been opened
  • Personalised or custom-made items, including anything printed, embroidered, engraved or sized to order
  • Opened consumables and any product that cannot be safely resold once used
  • Any item marked Final Sale on its product page
  • This does not apply if an item arrives defective, damaged, or is not the item you ordered — those are always covered.

• Can I return part of an order?
  Yes. Tell us which items you are returning and keep the rest.
• Can I return sale items?
  Yes, unless the product page marks the item Final Sale.
• When do I get my refund?
  Within 5 business days of your return reaching us and being inspected. Your bank may take a few more days to post it.
• Do I get the duties back?
  On a change-of-mind return, no — duties we paid on your original shipment cannot be recovered from customs. If the return is because of a defect, damage, or our mistake, you are refunded in full including duties.
• How do exchanges work?
  We do not offer direct exchanges at this time. If you need a different item, size, or color, please return your original item for a refund and place a new order on our website.
  
• I bought during Black Friday. When does my return window close?
  January 31. All orders placed between November 1 and December 31 get the extended window.

Problems With an Order

• My item arrived damaged or is the wrong item.
  Email hi@out-shine.com within 7 days of delivery with your order number and clear photos of the item and packaging. We will send a replacement or refund you in full, and you will not pay return shipping.
• An item is missing from my parcel.
  Check whether your order shipped in more than one parcel — you would have received a second tracking number. If nothing is on the way, email us with your order number and we will make it right.
• Tracking says delivered but I have not received it.
  See section 4 of our Order Support & Delivery Issues page.

Products & Sizing

• How do I choose a size?
  Every product page has a size chart with measurements in inches and centimetres. Our sizing runs to US standard sizing. If you are between sizes or unsure, email hi@out-shine.com with your measurements and we will recommend a size.
• Will the colour match the photos?
  We photograph our products as accurately as we can, but screens vary and slight colour differences are normal. If an item is noticeably different from its listing, contact us and we will treat it as an incorrect item.

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