Frequently asked questions

Outlet Store

Where do we operate from?


Our head office is in Ontario, Canada. We operate from this location. You can contact us here




Do we accept returns?


Yes we process returns. Return Policy: Items must be undamaged, unworn, and unused with tags still attached within 14 days of the notifications that the item will be returned. If you would like to start a return process, don't hesitate to Contact Us immediately




Where do we ship from and to?


We ship from 4 countries - China 🇨🇳 - Canada 🇨🇦 - United States 🇺🇸 - United Kingdom 🇬🇧 We ship to 3 contries - Canada 🇨🇦 - United States 🇺🇸 - United Kingdom 🇬🇧 We are always looking to grow internationally. If we don't yet operate within your area, you can sign up to our Store mailing list and we will let you know as soon as we expand.




Do we ship packages internationally?


Yes. If you are buying a gift for a friend or family in the countries listed below, we can ship products to them. - Canada 🇨🇦 - United States 🇺🇸 - United Kingdom 🇬🇧




Tracking Orders


If you have an account with us, log in to your account. Go to “My Orders” and click “The Order” and a drop-down will appear with a tracking information once the order has been processed. If you don’t yet have an account with us or have not received an order confirmation email please Contact Us with your order number, billing last name, and email address or postal/zip code and we'll be glad to assist you with all tracking inquires!




Payment Options


We accept Visa, Mastercard, American Express, JCB credit, Debit cards, Paypal.




Do we accept bank transfers?


No. At this time, we currently do not accept bank transfers for any store purchases.




Loyalty & Reward Programs


Currently, we are working on a loyalty and rewards program. Sign up to our Store mailing list to be the first to know as soon as it becomes avaliable! Sign up now!




How do I cancel or change my order?


We are not able to make any changes to an order or cancel it once it has been placed. That been said, you can contact us at anytime and we’re happy to assist you with returning an order once you receive it. Contact Us




Return Policy


Items must be undamaged, unworn, and unused with tags still attached within 14 days of the notifications that the item will be returned. Contact Us for any inquires Domestic Returns We’re sorry your order didn’t work out. All orders must be returned within 14 days of purchase for a full refund. Returned items must be in the exact same condition as they were received. Please note that a refund is not guaranteed if the merchandise is found to be damaged, shows signs of wear, or is without original tags and packaging. Returns that do not meet these requirements are accepted at the discretion of Outlet Store. Upon receipt, returns are processed and refunded within 7-14 business days and confirmation will be communicated via email. International Return Policy We’re sorry your order did not work out. While we welcome your return, we unfortunately do not cover the cost for international return shipping. All orders must be returned within 14 days of purchase for a full refund. Please note that a refund is not guaranteed if the merchandise is found to be damaged, shows signs of wear, or is without original tags and packaging. You will not be refunded for importation fees. Returns that do not meet these requirements are accepted at the discretion of Outlet Store and subject to a maximum of $15 return fee. Upon receipt, returns are processed and refunded within 7-14 business days and confirmation will be communicated via email. Your financial institution may take up to 10 business days to post the refund to your account. Exchanges At this time, we do not accept exchanges. If you need a different colour, item or size, we recommend ordering the desired colour, item, or size while it is still in stock and returning the order(s) as needed. Returns that do not meet the above Domestic and International Return Policy requirements are accepted at the discretion of Outlet Store and subject to a maximum of $15 Return fee. Final Sale Items indicated as “Final Sale” at the time of purchase are not eligible for a return, exchange or merchandise credit. This applies to all purchases made on outletapp.ca Any products purchased during a promotional sale event indicated as “Final Sale” are not eligible for a return, exchange or merchandise credit. Any purchases made using a promo code indicated as “Final Sale” are not eligible for a return, exchange or merchandise credit. Sale offers cannot be combined with other promotions. No price adjustments on previously placed orders. Contact Us for any inquires




Order Processing


We try to send out your order confirmation email within moments of you placing an order. Our business days are Monday to Friday, excluding federal holidays within Canada. All orders received before 12pm EST will be processed by the next business day; any orders placed after 12pm EST will be processed within the following business days. Please allow additional processing time for orders placed for sale promotions and on or around Canada and U.S. holidays. If you do not receive an order confirmation email within 24 hours of placing your order, please check your spam as it may have been flagged. If you are still unable to locate your order confirmation, please Contact us to retrieve the order information.




Cancelled Order


This doesn’t happen often, but if your order was cancelled because the item you selected became no longer available or is out of stock, you’ll hear from us via email within three business days of placing your order. In the case that your order was cancelled in our system due to a risk of fraudulent activity, you will be notified by email within three business days. This is strictly for your security and we apologize for any inconvenience. If your order was flagged as fraud in error, please contact your financial institution. If you still have questions? Contact us here and we’ll get it answered for you.




Damaged Items


We're so sorry to hear your order arrived in less than perfect condition! In the unlikely event that you have received an item that is damaged or incorrect, please notify us as soon as you recieve the order. We will work with you to arrange a return, replacement, refund or credit.

Damaged items must be reported within 7 days of receipt. All damages should be reported by Contacting Us here, be sure to include your order number. We will contact you with next steps.





Outlet Service

How Can I Contact a Service Provider


Service providers can be contacted in 3 ways: 1. Direct Contact 2. Booking Request 3. Direct Booking Direct Contact - This is when the service provider provides direct contact on their service listing. This would either be their email, phone number or social media channels. Booking Request - This is when service providers allow you to request an appointment. When booking the service, you can fill up the message box with questions or concerns you may have. Service providers can either accept or decline your appointment and you will get a confirmation email. You can still contact them via their phone number/email and other channels. Direct Booking - This is when you can book your service directly and it's automatically approved. There's also a message box where you can leave any messages, questions or concerns and the service provider will get back to you either through the phone number or email you left on the form.




How to See Previous Bookings


To manage your Service Bookings, go to the profile icon hub at the top right of the screen (has a red arrow pointing downwards) towards the left of the shopping cart. Click on the drop down and select "My Bookings". When you book your services through Outlet Service, we give you the convenience of managing and organizing all your bookings in one place. You can easily view your " Upcoming" bookings, reschedule them if life throws something unexpected you way or even cancel them as shown below in the image below.





Outlet Service Provider


Outlet Support


  • Instagram
  • Twitter
  • Facebook

Outlet Group Inc. © 2019 - 2020  Privacy & Legal   |   Contact   |   Get NewsLetter