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Once you’ve placed an order, everything about it lives on its order page. This guide explains what you’ll find there and what you can do. For a description of how an order moves, see order flow.

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Find your order

Sign in and open Orders from your account menu. Every order you’ve placed is listed there, newest first. Tap one to open its order page.

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Follow where it is

The top of the order page shows where your order is right now, a progress bar, and the dates we expect it to reach you. Below that, there’s a list of everything that’s happened, newest first. You don’t need to refresh. The page updates by itself.

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Your parcel

Once your order is packed, you’ll see a card for your parcel with its own code. When the delivery partner has it, choose Track with followed by the partner’s name to follow it on their own site. If part of your order comes from a brand that sends its own parcels, that part shows in its own box with the brand’s name, its progress, and the courier and tracking number if the brand has given them.

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If a delivery is missed

If the delivery partner couldn’t deliver, the list shows Delivery attempt missed with the reason, such as “The rider couldn’t reach you”. They’ll try again. Make sure your phone is on.

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Cancel items

You can cancel some or all of your pieces until the brand hands them over.
1

Open the order

Choose Cancel items. If you don’t see it, the pieces have already left the brand.
2

Choose what to cancel

For each piece, choose how many you no longer want. You can tell us why in Why are you cancelling? (optional).
3

Confirm

Choose Cancel chosen items. To change your mind, choose Keep everything.
Cancelling is free. Your refund is worked out straight away and shows under Refunds. If you can’t see Cancel items but the order hasn’t shipped yet, raise a support request and we’ll cancel it for you if we can.

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Finish or cancel an unpaid order

If you chose online payment but didn’t finish paying, the order page shows Payment not completed. You can:
  • choose Resume payment to pay now, or
  • choose Cancel order to cancel the whole order.

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When a parcel says delivered but didn’t arrive

1

Open the order

On your parcel’s card, choose I didn’t receive this. You can do this within 3 days of delivery.
2

Tell us what happened

Under What happened?, write at least 10 characters, then choose Send.
The parcel card then says you’ve reported it, and our team checks with the delivery partner and gets back to you.

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Refunds

Every refund on your order shows under Refunds, with the amount, why it happened, how the money is coming back, and where it’s up to. Why you might get a refund
  • You cancelled
  • The brand couldn’t supply it
  • Didn’t pass our quality check
  • Returned
  • Refused at delivery
  • The delivery partner lost or damaged it
  • Refunded by Outfiqe
How the money comes back Where it’s up to: Processing, Being paid by our team, or Done.

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Telling us where to send a refund

If a refund can’t go back automatically, the order page asks where to send it, under Refund account.
  1. Choose a mobile wallet or a bank account.
  2. Fill in the account details and the account holder’s name.
  3. Tick the box to confirm the account is yours.
  4. Save.
You can change these details until the refund has been paid. After that they’re shown read-only, with a bank account number showing only its last 4 digits.

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Returns after delivery

If something arrives damaged, faulty, wrong or missing, raise a support request within 7 days of delivery. Include your order number and a few photos. We’ll arrange a replacement or a full refund at no cost to you.

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Common questions

A brand in your order sends its own parcels instead of going through our hub. The order page shows that part separately, so you know to expect two deliveries.
That refund is sent by hand. If we need to know where to send it, you’ll see Refund account on the order page. Fill that in, and we’ll do the rest.