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RETURNS & EXCHANGES
GENERAL TERMS
Out-Shine gladly accepts returns & exchanges of eligible products within 14 natural days of being received. To start a return or exchange, please reach out to our customer service team at hi@out-shine.com.
Returnable condition requirements:
- Items must be unworn, unwashed, undamaged, unaltered, and free of makeup, stains, deodorant, and perfume.
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All original internal garment tags must be attached, including any secure return tags, which should remain intact.
Items that do not meet these conditions may not be eligible for a return or exchange. To ensure eligibility, we recommend trying items on carefully and, for shoes, only on a clean, soft surface.
Exceptions:
- Final sale items cannot be returned or exchanged. Please check the product description to see if an item is marked as a final sale.
- For hygiene reasons, unconditional returns on swimwear are not accepted. If you need assistance in this regard, please consult with the customer service team.
Note: Please do not send returns to the address on the waybill, as this is not our return address. Refunds cannot be processed for items sent to incorrect locations.
RESPONSIBILITY
Out-Shine covers the costs of returns and exchanges if they are due to our fault. In other cases, customers are responsible for any shipping fees or customs duties. Below are some common situations and the applicable return/exchange terms.
1. Situations eligible for free returns and exchanges:
- The item has quality issues, significant color discrepancies, or strong odors.
- The item in the package was wrongly sent.
2. Situations eligible for free exchanges or customer-paid returns:
- The customer does not like or want the item for personal reasons.
3. Situations eligible for free resend:
- The item is missing from the order. Customers can also opt to request a refund for the missing item.
- The order failed to be delivered (excluding customer rejections). If the failure is due to an incorrect address provided, the customer may need to contact the courier for re-delivery or pick-up.
Note: If a package is rejected by the customer, we cannot offer after-sales services such as returns, exchanges, or refunds. Store credits for the remaining order amount, after deducting shipping fees, will be issued instead. You can use store credits on your next purchase by contacting customer service.
If your situation is not covered here, please contact our customer service representatives for assistance or detailed return instructions, otherwise the return may fail.
SIZING ISSUES
We understand that sizing can sometimes be tricky when shopping online. If the item you receive does not fit, Out-Shine offers free exchanges to ensure you get the right size. Alternatively, you may choose to return the item at your own expense. We encourage customers to reach out to our customer service team for sizing advice before making a purchase to minimize any issues
EXCHANGES
Each item can be exchanged once, except for final sale products. Out-Shine covers shipping costs for exchanges.
If exchanging for a higher-priced item, customers will need to pay the difference. If the new item is less expensive (in cases of product quality issues), the price difference will be refunded.
RETURN COSTS
Out-Shine offers two return options:
a) prepaid return labels (available in select countries)
b) self-mailing
As for the shipping fees (not the return fees):
For returns due to personal preference or a change of mind, the customer is responsible for the actual return shipping cost. The exact fee will depend on the courier you choose.
If an item is defective, damaged, or incorrect, Out-Shine will cover the return shipping cost and provide an appropriate replacement or refund.
We do not charge a restocking fee.
ORDER CANCELLATION
Orders may generally be canceled within 12 hours of placement. If the order has already shipped, cancellation will NOT be possible.
REFUNDS
Refunds will be processed once the returned items are received and inspected by our warehouse team. For customer-paid returns, the original shipping and return shipping fees will be deducted from the refund. You should receive your refund within 14 days after your returned package is delivered.
2284 Appaloosa Dr, Allen, TX 75013, United States
Note：All returns and refunds must be initiated by contacting our customer service team. Returning items directly to this address may result in a failed refund.