FAQ

Welcome to our FAQ section!

Below are answers to questions our customers frequently ask. If you don’t find what you’re looking for, please email us at hello@theoutlandergifts.com for further assistance.

CAN I RETURN MY PURCHASE?

We hope you love your purchase! If you have any concerns or are considering a return, please reach out to our support team and provide your reasons for the return. We offer a 30-day return policy from the date of purchase.

Please note: Personalized items may incur a deduction from the refund amount due to their non-restockable nature. Shipping and insurance fees are non-refundable.

HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?

As each order is made to order we typically ship all orders within 1-4 business days. We will let you know as soon as it's shipped. We work as fast (but as  carefully!) as possible to ensure fast delivery.

HOW LONG DOES IT TAKE TO ARRIVE?

Most products are shipped within 1-4 business days. Delivery times vary by location: USA orders typically arrive within 2-5 days, while UK and EU deliveries take approximately 3-10 days. For detailed shipping times to other countries, please refer to our Shipping Policy. Our team works efficiently to process and ship your items promptly, so you'll often receive them sooner than expected!

CAN I CANCEL OR CHANGE MY ORDER?

We understand mistakes happen! Contact us as soon as possible to request any changes. Depending on the production stage, we may not be able to accept any cancellations or changes but we'll always do our best to accommodate your request. If your order has already been processed, we are unable to make any changes or modifications.

WHICH SHIPPING CARRIER DO YOU USE?

We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.

MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?

If your item arrives damaged, defective, or incorrect, please email our support team at hello@theoutlandergifts.com with a photo of the item. We'll resolve the issue promptly and we always strive for the best customer service possible. 

I DIDN'T RECIEVE MY ORDER?

Please email us: hello@theoutlandergifts.com, quoting your order number from the confirmation email and we'll help track down your order.

WILL MY CARD DETAILS BE SAFE?

Absolutely. Your security is paramount to us. Our website employs SSL encryption to safeguard your personal and payment information. We do not store credit card details and do not share customer information with third parties. We use Shopify Payments, which is PCI Level 1 certified, the highest level of security certification in the payments industry. Your card payments will be processed securely under the name "The Outlander Gifts," as reflected on your statements.

DO YOU OFFER SHIPPING INSURANCE?

Shipping insurance is offered at checkout. It's provided by The Outlander Gifts and covers you in case the item is lost, stolen, or damaged in transit. To make a claim, contact our support team.

Please note - shipping insurance is non-refundable once your order has shipped.