Help centre
Cancelling, returns and refunds
Something not right? Here's what happens in each situation, and how your money comes back.
What to do in each situation
You change your plans before it ships
Open the order and use Cancel items. You can cancel some or all of your pieces while the brand still has them, free of charge.
A piece can't be supplied
If a brand can't supply an item, or it fails our quality check at the hub, we refund you. You don't need to ask.
It arrives damaged, faulty, wrong or missing
Raise a support request within 7 days of delivery, with your order number and photos. We'll arrange a replacement or a full refund at no cost to you.
Your parcel is lost or damaged in delivery
We refund you in full, including the delivery and handling fees.
See it in action
Common questions
How will I get my money back?
For cash on delivery, if you haven't paid yet, the amount is taken off what you pay the rider. For most online payments, we'll ask you to add a refund account (eSewa, Khalti or bank) on your order page, and our team sends the money there.
Where can I see my refund?
Your order page lists every refund, why it happened and how the money is coming back to you.
Do I need to contact the brand?
No. Pieces are sold by independent brands, but Outfiqe handles cancellations, returns and refunds for you.
Can I return something because I changed my mind?
Raise a support request with your order number and we'll tell you what we can do.
Are Thrift pieces different?
Thrift pieces are secondhand. Their condition is described on the product page, and you confirm it before buying.
The full rules
This page is a plain guide. The full rules are in our return and refund policy.
Need to raise a request?
Have your order number and any photos ready.