FAQ

FAQ - Frequently Asked Questions

On this page you will find frequently asked questions, sorted by different categories.

Reduced shoes

Do you have the reduced shoes in your store?

We always have reduced items with small defects available.

Outback.Company e.K.
Am Wolfsberg 9
28865 Lilienthal

Why is my size not available as a reduced version?

Reduced boots are mostly shoes that come from an exchange or a return. Therefore, we can not say when we have which size in stock as a reduced variant.

What defects do the reduced shoes have?

Most reduced boots come from an exchange or a return and therefore have, for example, slight traces of wear. They may have small imperfections in color, upper leather, sole or the seams.

Can I return or exchange the reduced shoes?

You will receive full warranty and guarantee on the reduced boots and can therefore return or exchange them within the scope of our Terms & Conditions.

Size selection

How do I measure my hat size?

Please use a tape measure to measure the circumference of your head horizontally across your forehead and the back of your head. The measurement thus determined in centimeters represents the hat size. If you do not have a measuring tape at hand, take a string and then measure the length. Please also see our info page: Information Hats

How are the shoes sizes?

In general, for most of our brands, half AUS/UK sizes are not in fact longer but slightly roomier than whole sizes. Accordingly, a 5.5 is just as long as a 5.0, but offers slightly more room for the foot. Our Redbacks and Blundstones are Australian work shoes and therefore cut wider than, for example, fashion shoes. Please also see our info page: Information Shoes

Exchange & Return

How does a return work?

After receiving the goods you have the possibility to return or exchange the items within two weeks. Invoice and accompanying documents will be automatically sent to your e-mail address. You are responsible for the shipping costs; you can choose the shipping service provider. As soon as we receive the item, we will process your return and you will be refunded as soon as possible.

How does an exchange work?

After receiving the goods you have the possibility to return or exchange the items within two weeks. Invoice and accompanying documents will be automatically sent to your e-mail address. You bear the shipping costs yourself; you can choose the shipping service provider. The new item will of course be shipped to you free of charge.

To what extent can I try out the shoes?

Please understand that we can only exchange or take back shoes that are in perfect condition. You have the possibility to test the shoes at home as it is usual in a retail store.
Please note that our boots with leather soles from R.M.Williams may only be tried out on a carpet, as the soles are very sensitive to scratch marks.

Which shipping provider should I use to send the return to you?

You can choose the shipping provider yourself. We recommend insured shipping with tracking.
Please pack the shoe box in a suitable outer box and do not tape the shoe box.

To which address should I send my return?

Outback.Company e.K.
At Wolfsberg 9
28865 Lilienthal

Do I have to return the free item with an exchange?

In case of an exchange it is not necessary to send back the free item. In this case, we will not send another free item with your exchange order. However, if you wish to return an item, you must also return the free gift, as this gift is tied to the purchase of the item.

Retail store

What are your opening hours?

Monday - Friday 09.00 till 16.30

Can I come by and try on shoes?

Yes, we also sell our assortment directly from stock in our store in Lilienthal. Please understand that we are primarily a mail order business and not a "normal" shoe store. We strive to offer you the best service. However, it is in your interest if you inform yourself about our assortment before you visit us and already have an idea of what you would like to buy.

Can I try on hats in your store?

You are welcome to visit us in our store in Lilienthal to see and try on our hats. Please make an appointment with us beforehand so that we can prepare a pre-selection for you accordingly. Please understand that we may not be able to show you hats without an appointment, as our main business is mail order and we need to have enough staff on site to provide you with the best service. To make an appointment, you can reach us either by email (shop@outback-company.com) or by phone at 04298 - 939025.

Do you have all the shoes in the store?

With the exception of the reduced Redback and Blundstone boots, we usually have all shoes in stock that are also shown as available in our online store.

Can you order a product that is not in your assortment?

We only supply the products that you can also order in our online store. Please understand that we do not accept individual orders for other products or models. However, if only one size is sold out, we can reorder it if it is available from the manufacturer.

Miscellaneous

Can I order from you by phone?

Unfortunately, we cannot accept telephone orders from private customers. The easiest and most uncomplicated way to order is via our online store.

I forgot to select a free gift. Can you still send me one?

Unfortunately, we can only send the free gift if it has been selected in the ordering process and added to the shopping cart. Therefore, please remember to select a free gift. Please also see our info page: Free gifts.

Why is my shoe no longer water repellent?

If your shoe is no longer water repellent, this can have many reasons. Incorrect care or drying are the most common reasons that a leather shoe lets through too much water. Therefore, care for your shoes regularly with suitable leather care and never dry them on the heater or in the sun, as the leather becomes brittle in this case. Do not confuse moisture penetrating from the outside with moisture coming from inside the shoe, such as from perspiration.

Your question was not answered?

Please send us an email or give us a call. We can certainly help you!

Phone: 04298 - 939025 | E-Mail: shop@outback-company.com