FAQs

Q: Where do orders ship from?
A: All orders are fulfilled and dispatched from Sydney, Australia.

 

Q: Are your products authentic?
A: Yes. Citizen Outlier is an official Australian stockist of all brands carried on the platform. All products are sourced directly from partner designers and authorised suppliers.

 

Q: Do you have a physical store?
A: Whilst Citizen Outlier is based in Sydney, Australia, we operate primarily online with occasional temporary retail activations and pop-up events. Stay updated via our Instagram and email publications for future pop-up announcements.

 

Q: When will my order be dispatched?
A: Orders are typically processed within 1–3 business days. During launches, promotional periods, or high-volume periods, processing times may be extended.

If the item you ordered is not currently available in our Sydney studio inventory, please allow an additional 5–10 business days for it to be transferred from our suppliers.

Certain products may require extended processing times depending on inventory availability and designer fulfilment arrangements. Customers will be notified once their order has been prepared for dispatch.

 

Q: How long does shipping take?
A:
Australia
Standard Shipping: 3–7 business days

International
Delivery times vary depending on destination and customs processing.

All orders include tracking information once dispatched.

 

Q: Which shipping carriers do you use?
A: We ship via Australia Post.

 

Q: What is your return policy?
A: We do not offer refunds for change of mind, incorrect sizing, or customer preference unless an item is deemed faulty due to a manufacturing issue or where required under Australian Consumer Law.

Eligible full-priced items may be returned within 7 days of delivery for an exchange or store credit equal to the original purchase price.

Returned items must be unworn, unused, unwashed, undamaged, and returned with all original tags and packaging intact.

Please refer to our Returns & Exchanges Policy for full details.

 

Q: How do I request a return or exchange?
A: To request a return, exchange, or store credit, please contact us within 7 days of receiving your order via our Contact page or at support@citizenoutlier.com, including:

  • your order number

  • the item(s) you wish to return

  • photographs where relevant

Returns must be approved before being sent back.

 

Q: Do you offer refunds?
A: Refunds are only offered for items deemed faulty due to a manufacturing defect or where required under Australian Consumer Law.

 

Q: Can I cancel or change my order?
A: Please contact us as soon as possible if you need to make changes to your order. Whilst we will do our best to accommodate requests, we cannot guarantee changes once an order has been processed.

 

Q: What payment methods do you accept?
A: We accept all major credit cards, PayPal, Apple Pay, Google Pay, and other payment methods available at checkout.

 

Q: Why is my discount code not working?
A: Discount codes cannot be applied to sale items or combined with existing markdowns. If your cart contains one or more sale items, the discount code may not apply at checkout.

If you believe your code should be working, please contact our customer support via our Contact Us page or at support@citizenoutlier.com and we’ll be happy to assist.

 

Q: How can I contact you?
A: Customer support can be reached at enquiries@citizenoutlier.com or via our Contact Us form. Please allow a response timeframe of approximately 1–3 business days.