Delivery

We deliver to home and workplace addresses in twelve countries of the European Union: Poland, Czechia, Slovakia, Hungary, Slovenia, Croatia, Romania, Bulgaria, Spain, Portugal, Lithuania and Latvia.

Not served at present: the Canary Islands, Ceuta and Melilla, the Azores and Madeira. We also cannot deliver to PO boxes, parcel lockers or pick-up points, because the courier has to hand the parcel to a person and take payment from them.

If you live in another EU country, the order ticket has an “Other EU country” choice. Those orders are settled case by case on the confirmation call: we tell you straight whether we can deliver there and how long it would take, and nothing is dispatched unless you agree. You can also ask the contact desk first.

Nothing. Carriage is ours in all twelve countries, for one item or several, light or heavy, and there is no order value you have to reach first.

Because of that, the order ticket carries a single figure: the item price multiplied by the quantity. No delivery line is added under it and nothing is added after you place the order.

Parcels are dispatched from a warehouse inside the European Union. The price you see is the price you pay the courier: no customs or import charges are added on delivery.

Prices on this site are in euro. In Poland, Czechia, Hungary and Romania couriers collect cash in the local currency, so the courier takes the equivalent of your euro total. The amount in your currency is told to you on the confirmation call, before anything is dispatched. If you do not agree with it, say so and the order is cancelled.

Handling: 1–2 working days. The clock starts when your order has been confirmed by phone (section 4). In that time the order is picked, checked against its ticket, packed and handed to the courier.

Transit: 3–7 working days, the same in every country we deliver to. “Door to door” is handling plus transit.

These are honest estimates, not guaranteed dates. Weather, strikes, peak weeks and wrong or incomplete addresses can add days. If a parcel is running late we would rather you asked than wondered: see section 9.

Whatever the estimate says, the law gives us 30 days from the day the contract is made to deliver. If we miss that, you may give us a further reasonable period or cancel the order. With cash on delivery you have paid nothing by then, so there is nothing to claim back.

After you place an order, our own call centre phones the number you gave, normally within one working day. The call confirms the item, the quantity, the delivery address and the total to pay, where possible in the language of your country.

As a rule, nothing is dispatched without that confirmation. If we cannot reach you after several attempts over three working days, the order lapses. You owe nothing and you are free to order again.

The call is also the moment to correct an address, change a quantity or cancel. Nobody on the call will ask for card details, a bank login or a payment in advance. If someone does, it is not us: hang up and tell the contact desk.

Parcels travel by road and are delivered by a local courier in your country. The courier is chosen per country and postcode; we tell you which one on the confirmation call, or whenever you ask.

The tracking details come from us: our call centre, the one that confirmed your order, gives them to you on that call, or whenever you ask. It is the courier’s own page that shows the journey. Some routes have no consumer-facing tracking; on those you are told the dispatch date. Couriers often phone before arriving, so keep the phone from the order form within reach.

Payment is cash on delivery, and only that. You pay the courier when the parcel is handed over. There is no online payment, no card form on this site and no deposit.

Have the amount ready in cash, as close to exact as you can: couriers carry little change. Ask the courier for the receipt or delivery slip showing the amount collected and keep it: it is your proof of payment.

The courier leaves a notice or contacts you by phone or text to agree another attempt. Depending on the local courier, the parcel is delivered again on a later working day or held at a depot for collection for a few days.

A parcel that cannot be delivered or is not collected in that time is sent back to us and the order is cancelled. We do not charge you for it. We may decline further cash-on-delivery orders to an address that repeatedly sends parcels back unopened.

If you know you will be away, tell us on the confirmation call or write to the contact desk with your ticket number (ODN- followed by digits). Dispatch can be held back for a few days.

Look at the outer packaging before you pay. If the box is crushed, torn, wet or has been opened, you may refuse it, or accept it and have the courier note the damage on the delivery record.

Couriers generally do not allow a cash-on-delivery parcel to be opened before it is paid for. That takes nothing away from your rights. Damage or faults you find after opening are covered by Returns and refunds, sections 7 and 8.

If the door-to-door estimate has passed, write to the contact desk with your ticket number. We trace the parcel with the courier and come back to you with where it is, not with a form letter.

The parcel travels at our risk until it is in your hands, or in the hands of someone you named to receive it. If it is lost or damaged on the way, we send a replacement or cancel the order, whichever you prefer.

If the box holds the wrong item or something is missing, do not send it back on your own. Tell us first: we arrange the collection or exchange at our cost.

Until the parcel has been handed to the courier, you can change or cancel an order without giving a reason and at no cost: say so on the confirmation call, or write to desk@outletden.com with your ticket number.

Once the parcel is on the road, the simplest route is your right of withdrawal: 14 days from delivery, explained in Returns and refunds.