Outerbound's Help Center

If you have already placed an order and would like to:

• Cancel the order
  
• Add or remove items
  
• Change the shipping address
  

Please contact our awesome support team within 30 minutes of placing your order.

For the best chance of us being able to honor your request, please send your message with the subject line "URGENT: Modify or cancel order" and include your order reference number (e.g., #1038) in the body and subject of your message.

Cancellations and order modifications are not guaranteed and can only be made during business hours (Monday - Friday from 9am to 5:30pm AEST).

Orders paid for with PayPal must ship to the original shipping address. If you request an address change for a PayPal order, we will cancel the order instead.

For In Stock items, orders placed before 8 am AEST, Monday–Friday will typically ship that same day (our warehouse team are good, I mean, really good). Orders placed after 8 am AEST Monday–Thursday will typically ship on the next business day. Orders placed after 8 am AEST on Friday and throughout the weekend will typically ship the following Monday.

Certain items ship directly from our vendors and typically ship out in three business days or less, unless it is a custom made item. Custom made items will have an approximate time frame for completion in the descriptions on the product page for that item.

After an order leaves our warehouse, you can find the estimated delivery dates displayed on our Delivery & Returns page.

All Outerbound orders are shipped with a Tax Invoice that includes the price of each product. If you do not wish to have a Tax Invoice included with your order, please contact our support team within 30 minutes of placing your order to request that it be removed.

Modifications to your order are not guaranteed and can only be made during business hours (Monday - Friday from 9am to 5:30pm AEST).

If you'd like to add a personalized gift message, you can do so at Step 1 of checkout in the 'NOTE Additional comments' field — your message will be printed on the Shipping Label and the Tax Invoice if you do not request us to remove it.

Please take a moment to make sure you've got your wording perfect, as gift messages cannot be added, removed or edited after an order has been placed.

Unfortunately, we are not able offer gift wrapping for orders at this time, so please plan accordingly!

We strive to only carry quality products that are worth your hard-earned dollar and we try to offer the best price we can to all of our community.

However, we will occasionally offer promo/coupon codes for discounts, free items and/or first time orders.

Free item and discount offers require a promo/coupon code to be entered before completing your order.

To use a promo/coupon code just follow the steps below:

1. Enter your promo/coupon code in the bottom of your cart in the 'Gift card or discount code' field and press Apply
   
2. Providing your order meets the terms of the offer the discount or free item will appear and be reflected in the order total immediately.
   
3. Continue through the checkout and complete your order!
   

Each promotion has its own terms and conditions, but please note we only allow one promo code per order.

If you are having issues with a promotion, please contact customer service as promotional offers cannot be applied once your order is complete.

As soon as your order has been dispatched from our warehouse, you will receive a shipment notification email with the tracking information for your item(s).

Please note, it may take up to 24 hours for your tracking information to become active with our fulfilment partners. However, this does not mean your order is not on its way to you!

Within Australia, we ship with AusPost eParcel and eParcel Express. Some of our brand partners who ship directly to you may use other fulfilment partners. For estimated delivery timeframes (after dispatch from our warehouse), see here:

https://auspost.com.au/sending/send-within-australia/delivery-speeds-and-coverage

For international orders, we ship with DHL Global eCommerce. For all international orders, DHL uses you local postal service to ensure delivery to your final destination.

If you have any special shipping requests, please contact us within 30 minutes of placing your order, and we will try our best to accommodate you.

With fans & friends all over this great big planet, we are happy to ship to virtually any address in the world that has a letterbox!

Please refer to our Delivery & Returns page for details of our international shipping policy and pricing.

International customers are solely responsible for payment of all duties, import taxes, and brokerage fees.

These additional fees are not included in the cost of shipping, and we are not able to provide estimates of what this amount may be for a specific order or item.

Customs, duties, and taxes can vary widely, so please check with your local customs agency for more details before you place an order.

You may find some useful information at https://www.dutycalculator.com/ regarding the import duty & taxes for your country.

Importantly, customs officials may hold your order while awaiting payment for customs or duties without advising you or us of the hold. Additionally, they will often not respond to requests for status updates from us as the sender. If your order is taking longer than expected, please first contact your locals customs agency directly to see if your item is being held with customs.

Trying to find your package? Sorry — this can happen sometimes! Occasionally a carrier will tag a package as delivered before it's been physically dropped off.

Please check your front porch, side door, back porch, garage area, bushes, and mailbox to make sure it’s not hiding or jammed. Also, please ask your neighbors if they may have received it for you.

If your package still hasn’t turned up 3 days after the delivery date shown in your tracking information, please contact us.

To complete your return:

Please ensure the items returned have not been worn, altered, washed, damaged, and must include all original packaging and tags.

Watches must have all original protection seals intact to be eligible for return.

Submit your return via our RETURNS PORTAL:

https://outerbound.com.au/pages/shipping-delivery-returns

Ship your item. We strongly recommend that you opt for the registered post option so that if your package goes missing (it happens) you can track it down. As you are the sender in this instance, we do not have the authority to track down the parcel for you.

Once we receive your returned item(s) in good order, we will organise your replacement or refund.

Need help? Email us at hello@outerbound.com.au, let us know and tell us why, and we’ll help organise your return. Too easy!

Yes, you can!

Simply return it to us within 100 days (30 days for sale items), in the condition that you received it and we will happily exchange size (if available) or refund (if not).

Submit your exchange via our RETURNS PORTAL:

https://outerbound.com.au/pages/shipping-delivery-returns

Please let us know that you would like to initiate an exchange by contacting our customer support team on hello@outerbound.com.au with subject line 'EXCHANGE REQUEST:' and your order number (e.g., 1234).

If the item has changed in price since your original purchase, please let our support team know and we will be happy to honor the original price on the new size.

We always try to issue refunds as quickly as possible!

All returns are processed within 5-10 business days of receipt and, once we've physically received your return package and confirmed the condition and contents, we will issue your refund via your nominated payment method (e.g., PayPal, AfterPay, Credit Card, etc.).

For credit card refunds, the refund amount should show on your credit card account within 1-5 business days after processing (depending on your financial institution).

We will notify you via email when your return has been processed and the refund has been issued.

Ordering is Easy & Risk Free with 100 Day Returns (30 days for sale/outlet items)!

At Outerbound, we want you to be happy with your purchase! And let’s be honest — we want you to keep coming back for more, and to tell all your friends about us.

Outerbound is committed to customer satisfaction - if you receive any merchandise that you are unhappy with for any reason, simply return it to us within 100 days (30 days for sale/outlet items), in the condition that you received it and we will happily exchange or refund, your choice.

Shipping charges are non-refundable for change of mind returns and/or exchanges.

Watches must have all original protection seals intact to be eligible for return. We do not accept returns on worn, damaged or otherwise non saleable products unless they arrived damaged or faulty.

Importantly, If something arrives damaged or faulty, please take a few images of the faulty item(s) right away and email us with the images on hello@outerbound.com.au.

For our full delivery and returns policy, please go to our Delivery & Returns page.

If you've received an order containing a damaged, defective, or incorrect item, please contact our support team via hello@outerbound.com.au as soon as possible with your order number and images of the issue — we'll make it right.

Outerbound carries products from many different brands, so sizing can vary between different brands and items.

Please see the 'SIZE CHART' of each individual product page for our sizing advice on a specific item.

For clothing, we try whenever possible to provide a size chart with exact garment measurements. In these cases, we recommend comparing these measurements against those of a similar item you already own.

If you need any further guidance, we're here for all your questions on sizing and fit. Please contact our support team on hello@outerbound.com.au with your height, weight, and the size you normally wear and we'll be happy to help!

Due to our business model, some brands and sales are only on our site for a limited time, so we won't always restock something we've sold in the past.

However, if an item is sold out, there is an option to add your email to the 'Out of Stock!' form on the product page.

Once you've done that, we will automatically send you an email if and when that item is back in stock!

As a retailer, Outerbound carries a wide range of different products, so we don't offer a blanket warranty on everything we sell.

Many of the brands we work with do offer warranties for any issues outside of normal wear and tear. If you're not able to get in touch with a brand directly, please contact our support team and we'll be happy to help coordinate a warranty claim or see what else we can do to make it right.

We yearn to discover the best of good and we stand behind everything we sell on Outerbound. As long as you have a legitimate claim, we'll try our best to help you out.

We deeply admire and respect our brand partners and, at their request, some brands and/or products are not eligible for discounts of any kind. These brands and products include (but are not limited to) the list below:

• Surfboards of any kind
• Futures Fins
• Channel Islands Surfboards (incl. all accessories)
• Music