FAQ & OUTR® Care
Questions? We've got you covered.
Everything you need to know about shipping, orders, our quality promise, and how we take care of every OUTR® piece.
If you can't find the answer you're looking for, feel free to contact us anytime at support@outrofficial.com.
Shipping
Do you ship worldwide?
Yes.
We offer Free Worldwide Shipping on every order — no minimum purchase required.
If you're able to place an order on our website, we can ship directly to your location.
How long does shipping take?
Orders are typically processed within 1–3 business days.
Estimated delivery times:
- United States: 7–15 business days
- Europe: 7–15 business days
- Canada & Australia: 8–18 business days
Please note that delivery times may vary due to customs clearance, holidays, or other unforeseen circumstances.
Will I receive a tracking number?
Absolutely.
As soon as your order ships, we'll send you a shipping confirmation email with your tracking number so you can follow your package every step of the way.
Returns
Can I return my order?
Because every OUTR® piece is shipped internationally, we're currently unable to accept returns unless the item arrives damaged, has a manufacturing defect, or we shipped the wrong item.
If something isn't right with your order, our OUTR® Care team is always here to help.
OUTR® Care
What is OUTR® Care?
We believe great jewelry should be made to last.
That's why every OUTR® piece is protected by OUTR® Care, our 12-month quality guarantee from the date of delivery.
If your jewelry experiences a manufacturing defect during this period, we'll send you a brand-new replacement at no additional cost.
Simply email us at support@outrofficial.com with:
- Your order number
- Photos showing the issue
In most cases, you won't be required to return the original item.
We'll take care of the rest.
What does OUTR® Care cover?
OUTR® Care covers manufacturing-related defects, including:
- Broken chains
- Broken clasps
- Loose stones
- Manufacturing defects
- Abnormal coating or plating defects caused during production
What isn't covered?
OUTR® Care does not cover:
- Normal wear and tear
- Everyday scratches
- Lost jewelry
- Accidental damage
- Improper use or care
- Natural oxidation of sterling silver
- Natural fading or oxidation of gold-plated brass over time
These are natural characteristics of the materials and are not considered manufacturing defects.
Why does sterling silver or gold-plated jewelry change color?
Sterling silver naturally oxidizes when exposed to air, moisture, and daily wear.
Gold-plated brass will gradually develop a softer finish over time with regular use.
This is completely normal and reflects the natural aging of the material—not a product defect.
With proper care, your jewelry will stay beautiful for years.
Orders
Can I cancel or change my order?
If your order hasn't been shipped yet, we'll do our best to help.
Once an order has been been dispatched, it can no longer be changed or canceled.
If you need assistance, please contact us as soon as possible.
Contact
How can I reach OUTR?
Whether you have a question about your order, our products, or a potential collaboration, we're always happy to help.
Email us anytime at:
We typically reply within 24 business hours (Monday–Friday).
Still have questions?
We're always here to help.