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 enquiries@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.
All return and exchange shipping fees 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.
European Union Customers
If your order is delivered to a member state of the European Union, you may have statutory rights under applicable consumer protection legislation, including a right to withdraw from your purchase within 14 days of receiving your order.
To exercise this right, please notify us by email within 14 days of delivery. Returned goods must then be sent back within 14 days of notifying us.
Customers are responsible for the direct cost of return shipping unless otherwise required by law.
Where a valid statutory withdrawal right applies, refunds will be issued to the original payment method used at checkout. We may withhold the refund until the returned goods have been received or evidence of their return has been provided, whichever occurs first.
This section applies only where mandatory consumer protection laws require it and does not affect your rights under Australian Consumer Law.
Orders are fulfilled and dispatched from Sydney, Australia.
