Out of the City

Help & Contact

Q: How much is delivery?
Q: How long will my order take to arrive?
Q: Can I order over the telephone?
Q: Who will deliver my parcel and what happens if I am not in?
Q: My order was despatched a few days ago but I have still not received it – what should I do?
Q: Can I place an order for delivery to an address outside the UK?
Q: How can I return an item?
Q: How will I receive a refund for an item I am returning?
Q: What do I do if an item I have received is faulty/damaged?

If you are unable to find an answer to your question, or if you need to speak to our customer services team, please find our contact details below:

Telephone: 0845 8 624 624 or 01772 433526
Available Monday to Friday 10 am until 3 pm

Staff are available outside these hours via email and will endeavour to respond to your query as quickly as possible.

Fax: 0870 288 9673

Registered Office Address:

Out of the City Ltd
A3 Buckshaw Link
Ordnance Road
Buckshaw Village
Chorley
Lancashire
PR7 7EL

Full Name:

E-Mail Address:

Enquiry:

Q: How much is delivery?

All clothing items are delivered free of charge within the UK.

Wellingtons, boots, shoes and certain accessories from the footwear department will incur a delivery charge of £4.95 (inc. VAT) per order where the order total is under £100.

All orders over £100 are delivered free of charge within the UK.

Q: How long will my order take to arrive?

As a guideline, delivery is normally within 3 to 5 days (excluding weekends) from the point of ordering, but during busy periods may take longer.

Express delivery is available on many items subject to a surcharge – please call customer services with your payment details to hand if you need your order in a hurry. This service cannot be ordered via email or the website.

If any item/s you ordered are out of stock and there is likely to be a delay we will inform you via email.

Delivery to certain areas of the UK including offshore and the Scottish Highlands may take longer.

Q: Can I order over the telephone?

If you are having problems with the website or would prefer to speak to someone to place your order, please call 01772 454910 during the office hours stated and we will be happy to help.

Q: Who will deliver my parcel and what happens if I am not in?

Most of our deliveries will require a signature so wherever possible please make sure that someone will be available at the delivery address to sign for the goods.

If you are not in when they try to deliver your parcel they may attempt to leave it in a safe place (such as with a neighbour or local post office) or another delivery attempt will be made the following day. If they have been unable to deliver and left you a card, please call the number provided to arrange redelivery.

We use both Parcelforce and Royal Mail.

Q: My order was despatched a few days ago but I have still not received it – what should I do?

Delivery is normally within 48 hours of despatch, but this may take longer to certain areas of the UK and at very busy periods.

Please allow 5 working days from the point of receiving email notification of despatch before contacting us unless you have reason to believe there has been a problem with delivery.

Q: Can I place an order for delivery to an address outside the UK?

At the moment our website accepts UK orders only.

If you wish to order from outside the UK, or for delivery to an address outside the UK, please contact us via email/phone with an indication of the goods you are interested in ordering for us to provide a shipping quote.

Q: How can I return an item?

Returns information is printed on the invoice inside your delivery.

We hope you will be completely satisfied with your purchase, but if you wish to return an item to us for any reason you may do so within 10 days of receipt*.

Any item returned must be unworn and in fully saleable condition, complete with labels still attached and in the original packaging.

Returns costs are at your own expense and are non-refundable. We recommend that you use an insured service as we cannot accept responsibility for goods not received.

* This period is extended for purchases made during November/December which may be returned up until the end of the first week in January.

Q: How will I receive a refund for an item I am returning?

Refunds will be made via the method you used to pay for your goods at the time of placing your order.

Q: What do I do if an item I have received is faulty/damaged?

The vast majority of items purchased from our website are covered by the relevant manufacturers’ guarantee policy.

If any product purchased from us is faulty/damaged on receipt, or develops a manufacturing fault within its warranty period, please contact us by phone or email straight away to discuss repair/replacement. Please have your original receipt to hand and be ready to quote your invoice/order number.

Warranties do not cover undue wear and tear.