Returns & Refunds
We want you to love your OUTLENA pieces. Here are your rights and how returns work — in line with EU and UK consumer law.
14-day right of withdrawal (EU & UK)
If you're in the European Union or the United Kingdom, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without justification. To be eligible, items must be unworn, unwashed, in original condition, and swimwear must have the hygiene liner intact. Just email us within 14 days of delivery, and then send the item back within 14 days of letting us know. Return shipping for change-of-mind returns is paid by the customer.
Switzerland: Swiss law doesn't require a withdrawal period for online purchases, but we voluntarily offer you the same 14 days.
Faulty, damaged or wrong items — legal guarantee
If your item arrives damaged, defective, misprinted, or you received the wrong item, you're covered by the statutory guarantee — a minimum of 2 years in the EU (and equivalent protections in the UK and Switzerland). We'll send a free replacement or issue a full refund, including any shipping costs. Contact us as soon as you notice the issue — clear photos of the item and packaging help us resolve it fastest, usually without you sending anything back.
Order changes & cancellations
Contact us within 24 hours of placing your order to change or cancel it. Once a made-to-order item enters production we can no longer change it — but your 14-day return right still applies after delivery.
How refunds are issued
- Refunds go to your original payment method (PayPal or card).
- We issue the refund within 14 days of receiving your return (or proof of postage); it may take 5–10 business days to appear depending on your provider.
- Original shipping is refunded for faulty items and, where required by law, for withdrawals.
How to start a return
Email outlenastore@gmail.com with your order number and (for faults) photos — we'll guide you through the rest.