FAQ

 

Our top frequently asked questions. Click on any question below to see the answer.

If you haven't found what you are looking for, please contact us.

 

HOW LONG DOES DELIVERY TAKE?

Domestic orders within Australia will be delivered approx 2-4 business days. If delivery has been attempted your parcel will be left in a secure location or a card will be left for you to collect at your nearest Australia Post office. For all orders outside Australia, it can take 5 – 15 business days to receive your parcel dependant on your location. Express Shipping is available for both domestic and international orders. Please see our Shipping page for any further questions.

 

HAVE YOU RECEIVED MY ORDER?

After placing your order you will receive an 'Order Confirmation' email. If you have not received your confirmation email within 2 hours, please email us at customercare@theoutlane.com. Orders are processed and shipped within 1 business day excluding weekends and public holidays. After The Out Lane has dispatched your order, you will receive a 'Shipment Notification' email - which will contain details on tracking your item.

 

CAN I CHANGE MY ORDER?

Please ensure all details of your order are correct before being placed. Once confirmed, your order has already began processing & no amendments or cancellations can be made, including combining orders.

 

HOW CAN I TRACK MY ORDER?

Once your order has been dispatched, we will send you a 'Shipment Notification' email which will contain your orders tracking details.

 

WHAT IS YOUR RETURN POLICY?

You can always shop confidently with us knowing that you can return an item that's not quite right with our easy and hassle free 3 step return process. Please see our Returns Policy page for the full details and instructions.

 

WHAT PAYMENT METHODS DO YOU ACCEPT?

The Out Lane accepts PayPal, credit and debit cards. All payments are securely processed through PayPal Express Checkout but you do not require an account with PayPal for credit and debit card payments.

 

HOW DO I RETURN MY ITEM?

To arrange your return, please follow our 3 step return process set out on our Returns Policy page.

 

HAVE YOU RECEIVED MY RETURN?

Generally returns take 2 – 5 business days to reach us, (up to 3 weeks if you are an international customer). Once your return has been received, your request will be processed within 3 business days. If you have any further questions regarding returns, please email us at returns@theoutlane.com.

 

HOW DO I EXCHANGE AN ITEM?

If you would like to exchange your item for a different colour, size or another item altogether, please email us at returns@theoutlane.com and we will happily put the new item on hold for you, (pending availability), for 7 days until receiving your returned item to which you will receive a credit note to exchange.

 

CAN I PURCHASE GIFT CARDS?

Gift cards are available to purchase online and are provided electronically via email to be printed or emailed for you to give instantly.

 

WHY ISN'T MY GIFT CARD WORKING?

Please ensure you check the expiry date and whether the voucher applies to sale items. Also, remember that voucher codes are case sensitive, so ensure you are entering the code correctly at checkout.

If you're still having difficulty, please contact us at customercare@theoutlane.com.

 

HOW DO I KNOW WHAT SIZE I AM?

The Out Lane lists Australian sizes. You can find out what your Australian size is using our International size chart.

We endeavour to provide detailed product, style & fit information on each item, in addition to listing what size our model is wearing. Most of our garments are true to our size chart.

 

HOW DO I KNOW WHAT MATERIAL AN ITEM IS MADE FROM?

The Out Lane lists the materials of products which can be found when clicking on an item - on the 'Details' tab underneath the 'Item Description.'

 

WHAT DOES 'PRE-ORDER' MEAN?

An item on pre-order is the opportunity for customers to purchase items that have not come into stock yet. Expected delivery dates are listed in the items description but please note these are approximate are subject to change at times with manufacturing delays beyond of The Out Lane’s control.