Outliear Customer Service Policy: Your Adventure, Our Priority

At Outliear, we’re not just selling high-performance clothing for the wild and city—we’re committed to supporting every step of your journey. From helping you find the perfect fit to resolving post-purchase questions, our customer service team is here to ensure your experience with us is as seamless and satisfying as our apparel. Below is a clear outline of our policies, designed to keep you informed and confident.

1. Order Processing & Tracking

Order Confirmation

Immediately after placing an order on our website, you’ll receive a confirmation email at the address provided during checkout. This email includes your order number, item details, shipping address, and total cost. If you don’t receive this email within 1 hour (check your spam folder first), please contact us at [email protected]—we’ll resolve the issue promptly.

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays). For custom or limited-edition items, processing time may extend to 3-5 business days, and we’ll notify you of this delay in your order confirmation.

Shipping & Tracking

Once your order ships, we’ll send a second email with a tracking number and a link to monitor your package’s delivery status. Shipping times vary by location:

  • Domestic (U.S.): 3-5 business days via standard shipping; 1-2 business days via expedited shipping.
  • International: 7-14 business days via standard shipping (customs delays may occur and are beyond our control).

If your tracking information shows no updates for 5+ business days (domestic) or 10+ business days (international), please reach out to us—we’ll investigate and assist with locating your package.

2. Returns & Exchanges

We understand that sometimes a garment may not fit perfectly or meet your expectations. That’s why we offer flexible returns and exchanges for unused, unworn items in their original packaging (with tags attached).

Eligibility

  • Returns/exchanges must be requested within 30 days of delivery.
  • Items must be unused, unwashed, and free of damage (no stains, tears, or alterations).
  • Final sale items (marked “Final Sale” on the product page) are not eligible for returns or exchanges.

How to Request a Return/Exchange

  1. Email our team at [email protected] with your order number, the item(s) you wish to return/exchange, and the reason (e.g., “wrong size,” “style mismatch”).
  2. We’ll respond within 24 business hours with a pre-paid return label (for domestic orders) and step-by-step instructions. For international returns, we’ll provide a return address, but shipping costs will be the responsibility of the customer.
  3. Pack the item(s) securely in their original packaging and attach the return label.
  4. Drop off the package at the designated carrier location.

Refund & Exchange Timeline

  • Refunds: Once we receive and inspect your returned item (usually within 2-3 business days of delivery to our warehouse), we’ll process your refund to the original payment method. Refunds typically take 3-5 business days to appear in your account (processing times vary by bank).
  • Exchanges: If you’re exchanging for a different size, color, or style, we’ll ship your new item as soon as we confirm receipt of your returned package (no additional shipping cost for domestic exchanges). International exchanges require a separate shipping fee for the new item.

3. Size & Fit Assistance

Our clothing is designed to balance performance (e.g., stretch for hiking, tailored for city wear) and fit—so getting the right size is key. To help you choose, we provide detailed size charts on every product page (look for the “Size Guide” button). These charts include measurements for chest, waist, hips, and inseam (for bottoms) to match your body type.

If you’re unsure about sizing (e.g., between two sizes, or looking for advice on a specific style like our water-resistant city jacket), our team is happy to help. Email [email protected] with your measurements and the item you’re interested in—we’ll share personalized recommendations based on customer feedback and product design.

4. Defects & Warranty

All Outliear apparel is crafted with premium materials and rigorous quality control to withstand the demands of the wild and city. However, if you receive a defective item (e.g., faulty stitching, fabric damage, or a manufacturing error) or notice wear-and-tear beyond normal use within 6 months of purchase, we offer a limited warranty to repair or replace the item free of charge.

How to Claim Warranty

  1. Email [email protected] with your order number, photos of the defect/damage, and a description of the issue.
  2. Our team will review your claim within 2 business days. If approved, we’ll send instructions for returning the item (we cover all shipping costs for warranty claims) and ship a replacement or arrange for repairs.

5. Contacting Our Customer Service Team

We’re here to help—no question is too small. You can reach us via:

  • Email: [email protected] (our primary channel for support). We respond to all emails within 24 business days (Monday-Friday, 9 AM-5 PM ET).
  • Live Chat: Available on our website during business hours (9 AM-5 PM ET). Look for the “Chat with Us” button in the bottom right corner.
  • Phone: For urgent inquiries, call us at (XXX) XXX-XXXX (Monday-Friday, 9 AM-5 PM ET).

We strive to resolve all issues on the first contact, but if additional time is needed (e.g., for warranty claims or shipping investigations), we’ll keep you updated every step of the way.

6. Privacy & Data Protection

Your trust matters to us. Any personal information you share (e.g., name, email, shipping address, payment details) is protected under our Privacy Policy. We never sell or share your data with third parties for marketing purposes, and we only use it to process your order, provide customer service, and keep you informed about your purchase.

At Outliear, your satisfaction is our success. If you have any feedback about our customer service or policies, please let us know—we’re always looking for ways to improve. Thank you for choosing Outliear for your wild and city adventures.