FAQ

General

What are your business hours?

Our office is open Monday to Friday 9AM-6PM (UTC/GMT +8 hours). If you call during this time and there is no answer, please leave a message and we’ll get back to you as soon as we can. Because of the time difference e-mail would be the easiest way to get a hold of us.

Where can I see your products in person?

Currently, there are six locations you can try on or purchase our products in person. Go to our Stockists page for more information.

Product Questions

How do I clean/wash my clothing?

Every garment has a clear wash label that provides instructions on how to care for the item. Please check the instructions prior to washing.

For Motile Pants: We recommend machine-washing your pants with cold water and lay them flat to dry (do not use fabric softener). You can also put your pants in the dryer on low for 5-10 minutes or iron them on low. The heat will help to re-activate the water-repellency. If you have any specific questions regarding the care of your garment, feel free to e-mail us.

Some of your products are water repellent, is this function permanent?

Unfortunately, the repellency is not permanent and does wear over time. The good news is we make sure we meet a strict standard of 80/20, which in plain English means there will be at least 80% repellency after 20 washes. We work closely with our fabric suppliers and international regulatory fabric testing centers to ensure this standard is met. At the same time, we are constantly striving to increase the standards and durability of these functions.

What size should I buy?

All products have a clear sizing chart you can refer to. For pants, you should buy the size you normally buy in other brands. For example, if you wear size 32 pants, then buy 32. If you are still unsure or in between sizes, we suggest going one size bigger since our clothing are designed to be more fit. Feel free to email us for any questions in regards to sizing.

Do you provide custom alterations?

We can hem pants at your request if needed, just send us an e-mail or make a note in the order. Please understand that it may take an extra day or two to receive your item. Also, we do not provide returns and exchanges on items that have been altered.

Shipping

Where do you ship to?

We ship to most countries. If you are having trouble for some reason placing an order, please send us an email at info@outerboro.cc and we will do our best to figure out how to place the order for you.

How much does shipping cost?

We use a flat rate shipping system based on destination.

Shipping Rates
  • Taiwan
  • Free Shipping on all orders
  • International Shipping
  • Asia / USD $45 Flat Rate
  • Europe, Australia, New Zealand / USD $45 Flat Rate
  • North America (U.S., CANADA, MEXICO) / USD $30 Flat Rate
  • Worldwide / USD $90 Flat Rate

Orders over $300 USD qualifies for free worldwide shipping automatically.

Worldwide shipping should be used for orders to Africa, South America, or other countries not mentioned above.

*Important* Please note: Certain countries may charge additional customs fees, brokerage fees, duties, tariffs, and taxes . These fees and taxes vary by country and are the recipients’ responsibility.

Outerboro can’t anticipate these costs and will not reimburse you for any additional fees incurred. Before placing your order, please contact your local customs office to find out what kind of fees you can expect.

Also please note that when customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Please e-mail us at info@outerboro.cc for any questions.

How long will it take for my package to arrive?

We try our best to process your order within a 24-hour working day period, once your order is placed, you will receive an order confirmation e-mail. Your order will be shipped within 48 hours from placing your order. As soon as your order is shipped, you will receive a shipping confirmation and detailed tracking information by e-mail. Orders from Taiwan should arrive within 2 days after the order is shipped. International orders should arrive within 3 days after the order is shipped but occasionally may be held up in customs. Please contact us at info@outerboro.cc for any additional shipping questions.

Returns

What is your return policy?

We only accept returns, no exchanges. Our return policy lasts 14 days (starting from the day of delivery). If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund. Please see our full return policy.

What if I want to exchange for a different size or color?

Please return the items you don’t want for refund and place a new order.

How do I make a return?

To process a return, please follow these two simple steps:

  1. E-mail us at info@outerboro.cc with your 1) order number, 2) item to return/exchange, and 3) the reason you would like to return/exchange. The more comments and feedback provided, the better we can help service you.
  2. Send us the return item with your original invoice to:
  • Outerboro Returns
  • 9th FL., No.77, Section 1
  • Chung King South Road
  • Taipei, Taiwan 100
(The “fine print”…)

All items should be in the same condition as when you received them. We are happy to provide returns and exchanges for international orders. However, we do not normally cover return shipping. We also recommend using a trackable shipping service to ensure that we will receive your returned item.

We will process all refunds upon receipt and inspection of your returned merchandise. We will notify you via e-mail of the approval or rejection of your refund. If approved, we process your refund within approximately 48 hours and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Please e-mail us at info@outerboro.cc if you have any questions.

How long does it take for me to get a refund?

Refunds for returned products will be made as soon as possible, after we receive the returned products. Upon receipt and inspection of your returned merchandise, we will notify you via e-mail and process your refund within approximately 48 hours. Please allow for 10 business days to see returns reflected on your credit card statement. If you have any questions, feel free to email us.

Please note that shipping fee will no be reimbursed on return orders. The shipping fee are paid to our courier service, we do not get a refund for the shipping fee when you return your purchases. *Does not apply on free shipping orders.

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@outerboro.cc.