Returns and Exchanges
If you are registered with Outside, you can login to your account to fill in the online returns form and obtain a returns number.
Here at Outside we want you to be completely satisfied every time you use our site. Despite this we realise you may occasionally want to return items to us. If you change your mind about a purchase you can return any goods* within a period of 28 days from the date on which the goods are delivered, for either an exchange or refund.
How to return an item
If you have an account with Outside:
To return an item to us please login to your account and choose 'Return' for the relevant order.
Items which are available to return will be shown on a drop down menu.
Please fill in the form for each item – if you are returning more than one item from the same order you can add an extra item to the return.
If you did not register an account with Outside, please include your Order Number in the parcel and send us an email at firstname.lastname@example.org to let us know to expect your return. Please include your order number in the email.
How to ask for an exchange
If you would like to exchange your order for a different size or colour, follow the returns procedure above and please specify what you’d like instead so we can reserve it for you. If there are any issues with your exchange, we will be in touch.
If you did not register an account with Outside, please let us know via email if you would like an exchange, specifying a size and/or colour you would prefer.
If you don’t have an Outside account
Don’t worry! If you didn’t create an account with us, simply write us a note with your order number, contact details and details of how you’d like us to process the return - i.e. refund or exchange - and send it with the return. You can create an account at any time, but it won’t show any orders placed before the account was created.
Send your order back to Outside
Please send the returned parcel to us so that we receive it within 28 days from the date that the item was originally delivered to you. The returns address is:
Outside Ltd, Web Returns, Main Road, Hathersage, Derbyshire, S32 1BB
For your protection we recommend that you use an appropriately insured delivery service as you are responsible for the item until we have received it (please keep your proof of postage until we have confirmed we have received the item).
Please note that you are responsible for the costs of return postage unless the goods are found to be faulty, not of satisfactory quality, or do not meet the description given. You must include the original packaging and product labels. We reserve the right to reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected.
Our store is unable to refund orders which are placed online and returned in the shop. They can however receive the goods if accompanied by a returns number, for processing by the web sales team the next working day.
If any item purchased from Outside develops a fault after the initial 28 days please return it to us for inspection following the above returns procedure, clearly noting the nature of the fault. Any faulty products must be returned in a clean and dry condition or we will be unable to process them. If you have received an incorrect item or your order has been damaged in transit, please follow the returns procedure above and in this instance we will of course refund your reasonable return postage costs.
*Our returns policy applies to all purchases from our online store, excluding the following items which cannot be returned unless faulty:
- Bespoke and customised goods
- Goods which will deteriorate or expire rapidly (for example food)
- Goods received sealed for health protection or hygiene reasons once unsealed
- Sealed audio, video and software products once unsealed.
Our returns policy does still apply to Personal Protective Equipment (PPE) such as climbing hardware, ropes, helmets etc. It is particularly important that these are returned to us unused and unopened, in their original packaging and with all tags. Ropes can only be accepted if they are still factory coiled in their original packaging.