Questions · Answered once, written down
Most asked
The same handful of questions reaches the desk every week. Here they are with the figures in them, so you can settle most of it without writing to anybody.
MoneyWhat you hand over, and when
- Can I pay by card or by transfer?
- No. The courier takes cash at the door and that is the only way to settle an order here. There is no card form on the site, no checkout to redirect to and no deposit, and nobody working for us will ever ring to ask for card details or money in advance. The mechanics are on Payment methods.
- How much does delivery add?
- Nothing at all. We pay the courier to bring the parcel, in all 10 countries, with no order value to reach first, so no carriage line appears on your ticket and no second figure has to be worked out. What the stock page prints, multiplied by however many you take, is what the courier collects.
- My country does not use the euro.
- In Poland, Czechia, Hungary and Romania the courier cannot take euro notes, so it collects the same amount converted into the local currency. You are told that figure on the confirmation call, before the parcel is packed, and it does not move afterwards. Disagree with it and the order stops there at no cost.
The orderFrom the button to the doorstep
- Nobody has phoned me yet.
- The confirmation call usually comes within one working day, often from a number you will not recognise. We try several times across three working days before an order lapses, so an unanswered phone is the one thing that holds everything up. If you keep missing us, write to the desk with a time of day that suits you.
- Where is my parcel?
- Count 1–2 working days to pick, check and pack after that call, then 3–7 on the road depending on where you live; the country-by-country table is on the Delivery sheet. Once the estimate for your country has run out, send us the ticket number (ODN- and digits) and we put the question to the courier. Track your order explains what we can and cannot see.
- Can I change or cancel before it arrives?
- Yes, and it costs nothing, right up until the parcel is handed to the courier. Say so on the confirmation call, or send the ticket number to the desk. Once it is on the road, let it arrive and use the 14 days instead.
Sending it backChange of mind, faults, breakages
- How do I return something I simply do not want?
- Tell us in writing inside 14 days of delivery, wait for the return address, then post the goods within 14 days of that message. The postage is yours; the money comes back by bank transfer, since there was no card to credit. The deadlines, and a model form if you want ready-made wording, are on Right of withdrawal.
- It arrived damaged, or it does not work.
- Different case, and not one you pay for. Write to desk@outletden.com with the ticket number and two or three photographs — the item, the outer box, the label. We book a collection or send a prepaid label, then replace it or refund you, whichever you prefer. Everything we sell carries the legal guarantee for at least two years: see Returns and refunds.
Still stuck
Nothing here that fits your case? The desk is staffed by people and answers within 2 working days. Quote the ticket number if you have one; the name and phone number from the order will do if you have not.