Returns & Exchanges
We do not offer refunds unless faulty due to a manufacturing issue or where required under Australian Consumer Law.
As an independent retailer working with limited production runs and small-batch collections, this approach allows us to continue supporting emerging designers while still providing flexibility through exchanges and store credit. This also encourages more considered purchasing decisions and helps reduce unnecessary freight, packaging waste, and the environmental impact associated with multiple return shipments.
If you find that your purchase is unsuitable, we are happy to offer an exchange or store credit equal to the original purchase price within 7 days of receipt.
All returned items must be in their original condition — unworn, unused, unwashed, undamaged, and with all original tags and packaging intact.
Footwear must be returned in original condition with no markings or damage to the sole and upper, and shoe box.
If returned items are deemed worn, damaged, washed, altered, or otherwise unsuitable for resale, Citizen Outlier reserves the right to refuse the return and return the item to the customer at their expense.
The following items are not eligible for return, exchange, or store credit unless faulty:
- jewellery
- accessories
- bags
- headwear
- socks
- eyewear
- hair accessories
- selected final sale items
To request a return, please contact us within 7 days of receiving your order via our Contact Us 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. Shipping fees are non-refundable.
Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty.
We recommend using a reliable tracked shipping service for all returns, as Citizen Outlier is not responsible for parcels lost or damaged in transit.
Please allow up to 3 business days for returned items to be received and processed once delivered to us. You will receive confirmation via email once your return or store credit has been processed. If your return does not meet our requirements, you will be notified.
If a product is faulty or damaged, please contact us as soon as the issue is identified. Faults must be reported within 7 days of receiving your order.
Where a replacement item is unavailable, a refund, exchange, or store credit may be offered in accordance with Australian Consumer Law.
Orders are fulfilled and dispatched from Sydney, Australia.
