FAQ

How Long Will It Be Before I Receive My Order?

We aim to process all orders with 7 business days (monday-friday excluding bank holidays) of your order date (we're working on making this much faster for you too & we'll notify you when our processing time is updated) We will then send via royal mail 48 Hour post. The Maximum time an order will take to arrive is approx 14 business days. (Maximum) 

We are currently experiencing further delays due to COVID-19 please see our blog for further info on these delays:

https://equinoxoutlet.com/blogs/news/covid-19-update

 

What Should I do If i haven't received my order?

Please allow 14 days before contacting us regards a missing order. If its been more than 14 days since your order was placed please contact us via email or facebook messenger stating your query and order details including order number and or postcode. This will make it much easier for us to find details on your order and get your issue resolved. 

 

I haven't had a reply from customer service and it been 72 hours what should i do?

We do our best to reply to all our customer service emails within 72 hours this is due to having such a small team as we are a very new (and growing) company, we're adding new customer service staff all the time too, please bare with us and we will reply to you as soon as possible. If for any reason we don't reply within this time frame there could be a number of reasons, if multiple emails have been sent to us within the 72 hour period the way our customer service system works means your email will go to the back of the que again every time you send us an email. Please email us just once within the 72 hour period and we will respond within this given time. If this isn't the case please try an alternative method of contact i.e facebook messenger.

 

My Order Arrived Damaged Whats Should I Do?

If you order arrives damaged, firstly we're so sorry about this and accidents made during handling our out of our control but we're happy to resolve them for you as quickly as possible. Please contact customer service with your order details including order number and or postcode, this means we can find your order details as quickly as possible and get your issue resolved, if you can also send pictures of the damaged item too us in this email this will speed things up also, we'll then get a replacement item sent out to you straight away, if for any reason the item is out of stock we will proceed to issue a refund. 

 

I'm not happy with my order and want to return it. How do i do this?

If your unhappy with your order and want to return it to us, we have a 30 day no quibbles returns policy, Please post your order back to us at:

Equinoxoutlet, Office 1&2 Bridge House, Harrow Rd, Bolton, BL1 4NH

Please include a note with your order number, postcode and reason for return, once its received we will automatically issue a refund for the items you have returned (Please note: Shipping fees are non refundable)

There's no need to contact us first our warehouse team will take care of this for you, and contact you if there are any queries with your return.