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SHIPMENTS AND RETURNS
Returns & Cancellations
Can I change or cancel my order once it has been placed?
If you have just placed your order, you may request its cancellation within 1 hour of purchase, provided that it has not already entered the preparation or shipping process.
To request an order cancellation:
- Click here and Sign in using the email address associated with your order.
- Select your order.
- Submit your cancellation request.
If your request is received within the first hour and the order has not yet entered processing, the cancellation will be completed free of charge and a full refund will be issued.
After the first hour, you may still submit a cancellation request until the item has been fulfilled (shipped) through the same procedure. Requests will be handled in accordance with applicable consumer protection laws and the current processing status of the order.
Please note that we cannot combine multiple orders or add items to an existing order once it has been placed.
Can I return a personalized item?
Under Article 59 of the Italian Consumer Code (Legislative Decree No. 206/2005), the right of withdrawal does not apply to products that have been made to the customer’s specifications or clearly personalized.
This includes, but is not limited to:
- bracelet sizing or adjustment;
- engraved casebacks, buckles or other components;
- personalized dials;
- customized straps;
- component replacements requested by the customer;
- aesthetic or technical modifications requested before shipment;
- any other customization making the product unique to the customer’s specifications.
This limitation does not affect your statutory rights in the event of a defective or non-conforming product.
What is your return policy?
You may exercise your legal right of withdrawal within 14 days from the day you (or a third party designated by you, other than the carrier) receive the final item of your order.
To start a return:
- Click here and sign in using the email address associated with your order.
- Select your order.
- Choose the item(s) you wish to return.
- Submit your request.
You will receive an email confirming receipt of your request.
Returned products must:
- be in their original condition;
- show no signs of wear, damage or alteration;
- include the original packaging;
- include the warranty certificate and all accessories;
- be securely packaged for transport.
Customers are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
How do I return an item?
Returning your order is simple.
- Click here and sign in using the email address associated with your purchase.
- Select your order.
- Select the item(s) to return.
- Submit your return request.
Once your request has been received, you will receive a confirmation email.
Our Customer Care team will verify that your request meets the applicable legal requirements and these Return Conditions. If all requirements are met, you will receive detailed return instructions.
Please package your watch or sunglasses carefully using the original Out Of Order packaging to prevent transport damage.
Please do not combine returns from multiple orders into one parcel. Each order should be returned separately to ensure faster processing.
Return Shipping Costs
Unless otherwise required by applicable law or in the case of defective or incorrect products, return shipping costs are the responsibility of the customer.
If a return is shipped from a non-EU country, any customs duties, import taxes or additional charges incurred upon return may be deducted from the refundable amount where permitted by applicable law.
Where is my refund?
Once your return has been received and inspected, we will notify you by email.
Where the right of withdrawal has been validly exercised, refunds will be processed using the same payment method used for the original purchase, unless otherwise agreed.
Refunds will be processed within 30 days from the date on which Out Of Order has been informed of your decision to withdraw.
In accordance with applicable consumer law, we may withhold the refund until we receive the returned product or until you provide proof of shipment, whichever occurs first.
Depending on your payment provider, it may take several additional business days for the refund to appear on your account.
For any questions regarding your refund, please contact our Customer Care team at customercare@outoforderwatches.com.
Can I receive a voucher instead of a refund?
Yes.
Where available, you may choose to receive:
- a refund;
- an exchange;
- a store voucher.
The available options may vary depending on the reason for your return and the applicable legal requirements.
Will I receive a full refund?
Where the right of withdrawal applies and the returned product complies with our Return Conditions, you will receive a refund using the original payment method.
Return shipping costs, customs duties, import taxes or similar charges may be deducted where permitted by applicable law.
How do I exchange an item?
To request an exchange contact customersupport@outoforderwatches.com.
If your exchange request is accepted, you will receive all necessary instructions by email.
Please note that exchanges are not available for personalized products.
My order arrived damaged. What should I do?
Every order is carefully inspected before leaving our warehouse.
If your parcel appears damaged upon delivery, please inspect it carefully before accepting it.
If the external packaging shows only minor damage, please accept the parcel and note the damage on the courier’s delivery receipt.
If the parcel appears seriously damaged, you may refuse delivery.
If your product arrives damaged or is not as ordered, please contact our Customer Care team as soon as possible at customercare@outoforderwatches.com.
Please include:
- your order number;
- photographs of the damaged parcel and product;
- your contact details.
Our team will assess your claim and provide instructions for replacement, repair or refund where applicable.
Can I use a courier other than DHL or FedEx?
If we provide a prepaid return label, it will be issued exclusively through DHL or FedEx.
Should you choose to return the item using a different courier, the shipment will be entirely at your own expense and risk.
We recommend providing us with the tracking number so we can monitor delivery to our warehouse.
Shipping Policy
Worldwide Shipping
We ship worldwide using DHL and FedEx.
For in-stock products, orders are generally processed and shipped within 1–2 business days, unless otherwise stated during checkout.
Pre-Orders
Estimated shipping dates for pre-order products are displayed on each product page.
Delivery dates are estimates and may vary depending on production schedules and product availability.
Shipping Costs
Italy
- Free shipping on orders over €99
- €7 on orders below €99
European Union
- Free shipping on orders over €99
- €15 on orders below €99
Outside the European Union
- Free shipping on orders over $120
- $17 on orders below $120
Customs Duties & Taxes
International shipments may be subject to customs duties, import taxes and other local charges imposed by the destination country.
Unless otherwise stated at checkout, these charges remain the responsibility of the customer.
Shipping Address
Please ensure that your shipping address is complete and accurate.
Out Of Order cannot be held responsible for delays or delivery failures resulting from incorrect or incomplete shipping information.
Delivery Issues
Should a shipment be delayed or a courier experience delivery issues, our Customer Care team will assist you in resolving the matter as quickly as possible.
However, we cannot be held responsible for delays caused by customs authorities, public holidays or courier disruptions.
Order Tracking
Once your order has been shipped, you will receive a shipping confirmation email including your tracking number.
You may use this number to monitor your shipment directly through the courier’s website.
Need Assistance?
For questions regarding returns, cancellations, exchanges, shipping or delivery, please contact our Customer Care team at:
customercare@outoforderwatches.comv