Help

This page will help you find the answer to your question. The most common questions are highlighted immediately below this message. All other information about Stand-Out.net, the website, the products and your order can be found below. If you can't find the answer you are looking for then please contact us on 0844 884 9618 or click here to send us an email.

Most Common Questions
How do I return an item for a refund?
How do I return an item for an exchange?
Are you getting any more in?
What are your contact details?
Can I change my order?
Can I cancel my order?
How long will it take for my order to arrive?
VAT Reduction / Increase

Product Information
Is there more information available on a product?
Are you getting any more in?
Are all your products authentic?
An item I bought is now on sale, can you refund the difference?
I've seen a particular item I like, can you get it?
VAT Reduction / Increase

Payment Information
What payment methods do you accept?
Do I send payment before you send the order?
What currency do you use?
What is Verified by Visa and MasterCard SecureCode?

Delivery Information
What are the delivery charges?
Can you deliver anywhere?
Do you deliver to BFPO addresses?
How long will it take for my order to arrive?
Can I track my delivery?
Do I have to pay customs and import charges?
Is it possible to pickup my order?

Refunds and Exchanges
How do I return an item for a refund?
How do I return an item for an exchange?
Do I have to pay for return postage?
How long will it take for you to refund me?
Why have I not been refunded the whole amount?
When will I receive my replacement?
Can underwear be returned?
Can sale/discount items be returned?
Statutory Rights

Technical Problems
Problem with checkout?
Why does my discount code not work?

About Stand-Out.net
What are your contact details?
Can I contact you by phone?
Do you have a retail shop?
Is there a catalogue of your products available?
Can you supply wholesale or at discount prices to trade?
 

Product Information

Is there more information available on a product?
We include as much information as possible about a product on the product page itself. If you require more detailed information about a particular product we will be happy to help. Please click here to send us an email stating the product code and title you would like more information on.

Are you getting any more in?
Unfortunately some items will be out of stock. We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again or subscribe your interest in a product by clicking "Email me when size back in stock" on the product page and choose the size you wish to be notified for.

Are all your products authentic?
We buy directly from the brands and only stock 100% genuine products.

An item I bought is now on sale, can you refund the difference?
Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

I've seen a particular item I like, can you get it?
Please click here to send us an email including as much information as you can and we will do our best in finding that particular item for you.

VAT Reduction
From Monday December 1st 2008 we have reduced our selling prices in line with the reduction in VAT rates from 17.5% to 15%. These changes have been applied automatically to the price advertised with the product.
UPDATE: From January 1st 2010 VAT rates moved back from 15% to 17.5% - all our prices include the new VAT rate, however we have not increased our prices and are incurring the extra charges ourselves!
UPDATE: From January 1st 2011 VAT rates moved up again from 17.5% to 20% - all our prices include the new VAT rate, however we have not increased our prices and once again are incurring the extra charges ourselves!

For international orders please note: VAT has not been included for Non EU/International orders. The way our system works is you pay the price shown on our website - so if you are within the UK it includes the VAT, but if you are outside the EU it does not have any VAT applied. We have checked and this is the std practice on the internet and goods sold within the UK.

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Making an Order

How do I place an order?
Firstly find the product you would like to purchase by either searching or using the category menu on the left hand side. Then on the product view confirm the colour and any options available (e.g. size) and click "Add to Basket", your browser will refresh and take you to your shopping basket.

Either checkout from this screen or continue to add more items to your shopping basket by clicking "Continue Shopping". If you decide to continue add any other items you wish to purchase, or if finished click on the basket summary displayed on the top right below the menu.

Now follow the checkout by entering your personal details and payment information. Once complete you will be issued with an order confirmation and invoice.

Can I change my order?
This will depend on the status of your order. Please click here to send us an email stating your order number and what you would like amended (Please be aware other colours / sizes are not always available). And we will confirm if the changes can be made.

Can I cancel my order?
This depends how far your order is currently in the system. Please click here to send us an email stating your order number and that you wish to cancel your order. If it is possible we will cancel and issue a refund.

Is it safe to order online?
At Stand-Out.net, we promise that your information is secure. We are a Comodo verified site and a member of IMRG, the leading industry body for global e-tailing, promoting the highest possible industry standards and best practices ensuring honest and truthful transactions.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:

• Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
• Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
• Data Integrity - this checks the data being transferred to ensure it has not been altered

                   

Do I have to order online?
You have the option of ordering online or by telephone - 0844 884 9618. We will only accept telephone orders from UK residents.

I forgot to use my discount code can I add it after placing the order?
Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout.

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Payment Information

What payment methods do you accept?
We accept all major credit/debit cards and PayPal.

Do I send payment before you send the order?
Yes, we will not process your order until payment has been received.

What currency do you use?
All Payments are taken in UK sterling (GBP). If your purchasing from outside the UK, the GBP price will be converted to your own currency by your bank/card operator.

What is Verified by Visa and MasterCard SecureCode?
Verified by Visa and MasterCard SecureCode are new services that protect your card details with a personal password, designed especially for customers who shop online to give added security. They allow you to create your own password, which only you know, to use every time you shop online using these cards.

You need to register you card with a password. You only need to do this once, then whenever you use the card to shop online you will be asked to enter the password when you check out.

You may be asked by your bank to register your card after clicking "Submit my Order", and will be directed to your bank's website in order to do so. If you would like to register your card on your own accord, rather than as part of the Stand-Out.net payment process, you will need to contact the bank that has issued your credit card.

If you have already registered, you will be prompted to enter your password when placing your order. For more information about these services visit Verified by Visa or MasterCard SecureCode.

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Delivery Information

What are the delivery charges?
UK Standard Delivery - £3.00 - FREE when you spend £59 or more! (2-5 working days)
UK Next Day Delivery - £5.00 (1 day if ordered Mon-Fri before 4.00pm)
International - EU - £7.00 (4-8 working days)
International - Rest of World - £10.00 (5-10 working days)

Can you deliver anywhere?
We deliver to most places including the UK, Europe, and many other selected international destinations.

Do you deliver to BFPO addresses?
We can deliver to BFPO addresses, but only using our standard delivery option. Simply enter your BFPO address details into our shipping address field making sure you select UK as the country. You will then be charged the standard UK delivery rate.

How long will it take for my order to arrive?
UK Standard Delivery - £3.00 - FREE when you spend £59 or more! (2-5 working days)
UK Next Day Delivery - £5.00 (1 day if ordered Mon-Fri before 4.00pm)
International - EU - £7.00 (4-8 working days)
International - Rest of World - £10.00 (5-10 working days)

Can I track my delivery?
Yes, once your order has been sent we will send a confirmation email which contains a tracking code and website for you to track your delivery every step of the way.

Do I have to pay customs and import charges?
Any customs or import duties are charged once the package reaches its destination. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Is it possible to pickup my order?
Unfortunately it is not possible to pickup your order.

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Refunds and Exchanges

How do I return an item for a refund?
Returning your goods is simple. If you are anything less than delighted with an item for any reason, you can send it back to us within 28 days of receipt. You may return any item in a condition of reasonable care (ie a resaleable condition) for a refund for the price of the goods. When returning goods to us please write the reason and request on the invoice, wrap securely and send it back to our address listed below.

To return goods to us please send to:

Returns Department
Stand-Out.net Limited
PO Box 2132
Rayleigh, SS6 9WT
United Kingdom

Please note that some couriers cannot return to a PO Box - so please check with them first. We recommend Royal Mail for all returns.

Your statutory rights are not affected.

How do I return an item for an exchange?
If you have found another item you wish to exchange a product for, please return the original purchase to us, and we will gladly exchange the goods and send them out postage free. When returning goods to us please write reason and request on the invoice, wrap securely and send it back to our address listed below.

To return goods to us please send to:

Returns Department
Stand-Out.net Limited
PO Box 2132
Rayleigh, SS6 9WT
United Kingdom

Please note that some couriers cannot return to a PO Box - so please check with them first. We recommend Royal Mail for all returns.

Your statutory rights are not affected.

Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

How long will it take for you to refund me?
Refunds are usually processed within three to five days after the goods are received back at Stand-Out.net, but may take longer to appear on your account statement. We will email you to confirm a refund has been made.

Why have I not been refunded the whole amount?
We will refund the purchase price of the returned goods. However, the delivery charges will not be refunded.

When will I receive my replacement?
Please allow 3 working days from receipt of a return for us to process an exchange.

Can underwear be returned?
Underwear cannot be returned or exchanged for hygienic reasons.

Can sale/discount items be returned?
Yes all items can be returned for a refund or exchange. You will be refunded the price you paid for the item. If you have used a discount code on your order you will be refunded the discounted price.

Statutory Rights
Your statutory rights are not affected.

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Technical Problems

Problem with checkout?
It may be because you have Norton internet security or equivalent installed and setup incorrectly.

Stand-Out.net are committed to the highest levels of consumer protection. However, the technology we use to create your shopping bag (cookies, JavaScript, etc), can sometimes be misclassified by your security software as a threat. Stand-Out.net do not employ any technology that can harm your computer. If you experience difficulties adding items to your shopping bag or using our checkout, please adjust your security settings (see below).

In Internet Explorer, setting the privacy setting (under Tools > Internet Options... > Security) to "Very High" or "Highest" prevents you from adding items to your shopping bag. The highest setting you can shop with is "Medium." Nearly all e-commerce sites require cookies to be set like this to function correctly.

How to Enable Cookies and JavaScript in Internet Explorer
Internet Explorer 6.0 or above (PC)

Cookies
1. Select "Internet Options" from the "Tools" menu in your browser.
2. Click the "Privacy" tab
3. Slide the slider bar to "Medium" (the third option from the bottom).
4. Click "Apply".
5. Click "OK" to close "Internet Options".
6. Close and reopen all of your web browsers.

Modify your security/firewall/anti-virus software settings

Zone Alarm
- In Zone Alarm, select Privacy.
- Under Cookie Control, click Custom
- In Custom Privacy Settings:
- Uncheck the box that says "Block session cookies"
- Uncheck the box that says "Block persistent cookies"
- Uncheck the box that says "Remove private header information".
- Uncheck the box that says "Expire Cookies"
- Click OK.

Norton Personal Firewall
- Double click on the Norton Personal Firewall icon in the tray.
- Click on the Open option in the pop-up menu.
- Click the Options icon in the Norton System Works menu box.
- Click on the Personal Firewall option in the Options menu box.
- Click the Advanced Options button at the bottom of the Norton Personal Firewall Options menu box to retrieve the default settings menu box.
- Make sure you are in the "Web" tab. There may be several domains already listed in this area.
- Click on the Add Site button at the bottom of the Web defaults window.
- You will need to enter www.stand-out.net as a new default. This should active the default rules section of that window.
- Make sure the Cookies and Referrer (under Browsing Privacy) are set to permit as a default rule for the www.stand-out.net domain.
- Click OK, then click OK again

McAfee internet security
- Right-click the red "M" icon by your system clock.
- Click "Privacy Service."
- Click "Options."
- The McAfee Privacy Service window appears. Click the "Cookies" tab.
- Enter each website address from which you would like to allow cookies.
- Click "Add."
- Once completed, close the window.

Why does my discount code not work?
If your discount code is not working this means it is no longer valid and has expired.

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About Stand-Out.net

What are your contact details?
All email enquiries should be sent to: sales@stand-out.net
(We respond to all enquiries within 1 working day)

Our postal address is:
Stand-Out.net Limited
PO Box 2132
Rayleigh, SS6 9WT
United Kingdom (Great Britain)

Company registration number: 5581917
VAT number: 879 8836 31

Telephone: 0844 884 9618
Office Hours: Monday - Friday - 09:00 - 17:00 (GMT).
Orders can be placed 24 hours a day 7 days a week via the website

Can I contact you by phone?
Yes, we have telephone support.

Telephone: 0844 884 9618
Office Hours: Monday - Friday - 09:00 - 17:00 (GMT).
Orders can be placed 24 hours a day 7 days a week via the website

Do you have a retail shop?
No, we do not have a shop, we are a UK based Internet Retailer. We do however deliver worldwide.

Is there a catalogue of your products available?
Currently there is no available catalogue; this may change sometime in the future. Because the website is constantly being updated it is best to check regularly for items you may like.

Can you supply wholesale or at discount prices to trade?
No we do not, we are a retailer and sell directly to our customers.

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