Frequently Asked Questions

What is Outborn Generation?

Outborn Generation is an online platform offering a curated selection of clothing, accessories and home goods from unique, ethical, and sustainable Arab brands and designers. 

Where are you located?

We are based in Dubai, United Arab Emirates, but we ship our products worldwide.

How do you select the brands you feature?

We carefully select brands that align with our values of ethical production, sustainability, and unique designs.

All of our brands are either founded by Arab entrepreneurs/designers or manufactured in an Arab country, and most of them are both! 

Orders

How do I place an order?

Browse our collections, select the items you love, and add them to your cart. Once you're ready, proceed to checkout and follow the prompts to complete your purchase.

What payment methods do you accept?

We accept all major credit cards, and other secure payment methods like Apple Pay. 

All our payment methods are secure with industry-standard encryption to protect your payment information.

How do I track my order? 

We will send you an email notification at every stage of your order to keep you updated: once the order has been placed, dispatched and delivered. Additionally, you can track the status of your order on your Outborn account.

Our shipping partner will also send live updates on your shipment via WhatsApp, SMS or email, so you can follow the journey of your package until it arrives at your doorstep.

Can I make changes to my order after placing it?

Changes cannot be made to an order after it has been placed. However, you can cancel an order if it has not been dispatched for shipping. 

Please contact our customer service via email at hello@outborngeneration.com as soon as possible to resolve any issues.

When and how can I cancel my order?

You can only cancel your order if it has not been dispatched for shipping. Once the order has been shipped, the cancellation option will no longer be available.

If your payment has already been processed, rest assured that a refund will be issued within 5-14 business days.

If your order has already been shipped and you need to request a cancellation or assistance, please contact our customer service team via email on hello@outborngeneration.com and we will get back to you as soon as possible.

What does preorder mean? 

Preordering allows you to get early access to desired collections ahead of the official product launch. When you preorder an item, you secure it before it becomes available for general purchase. This means that you have the advantage of reserving the product before it potentially sells out.

Once you place a preorder, rest assured that we will deliver the item to you as soon as it becomes available in our inventory, typically between 30 to 45 days. You won't have to worry about missing out on the item, as your order is prioritized, and you'll be among the first to receive it once it's ready to be shipped.

How will I get my refund for a preorder?

For all preorders, refunds will be processed as store credit in your Outborn account if the order is cancelled before delivery.

Please note that the refunded amount will not be transferred back to your original payment method. Instead, you can use your Outborn store credit to purchase another desired item.

Shipping & Delivery

What are my shipping options?

We offer free next day shipping for orders above 350 AED in the United Arab Emirates. 

We also offer international shipping, where delivery times and costs vary depending on your location. Enter your address at checkout to calculate your shipping fees. 

Please read our shipping policy for more details.

Do you ship internationally? 

We offer international shipping, where delivery times and costs vary depending on your location. Enter your address at checkout to calculate your shipping fees. 

Please read our shipping policy for more details.

How long will it take to receive my order?

Delivery times vary based on location and the time the order is placed. Typically, it takes 1-2 business days for orders to arrive within the United Arab Emirates. You’ll receive an estimated delivery date at checkout.

Can I change my address after I place an order? 

Changes cannot be made to an address after an order has been placed. However, our shipping partner will attempt to contact you to confirm your address prior to delivery, so you might have an opportunity to update your address information at that stage. 

Please contact our customer service team via email on hello@outborngeneration.com to make any changes or resolve any issues. 

What do I do if my order arrives damaged or has missing items?

In this unlikely situation, please contact our customer service team via email on hello@outborngeneration.com to report any issues with your order. 

My order was delivered to the wrong address. What should I do? 

If you think that your order was delivered to an incorrect address, please contact our customer service team via email on hello@outborngeneration.com to attempt to resolve the situation. 

Do the items in an order come in Outborn packaging or brand packaging?

All items will arrive in Outborn packaging, but some items may include additional brand specific packaging.

Is there a cost for duties and tax?

Outborn covers all duties and customs tax within the United Arab Emirates. 

However, international deliveries are subject to tax charges that may be the responsibility of the customer. 

Returns & Exchanges

What is your return policy?

We offer returns within 7 days of receiving your order for most items, provided they are unworn, unwashed, and in their original condition. Certain unique items are non-returnable; this will be clearly noted on the product page for your convenience before placing an order.

To qualify for a refund, all items (including any promotional gifts included with the order) must be returned in their original packaging with all tags, labels, and instructions intact. Shoes must be unworn and in brand-new condition. Swimwear must have the original hygiene liner attached.

Returns are free for orders within the United Arab Emirates; however, international orders may incur return fees.

How do I initiate a return?

To initiate a return, please visit your orders page on your account and follow the instructions. You can also contact our customer service team at hello@outborngeneration.com for assistance.

How long does it take to process a return?

Returns are processed within 1-3 business days after we receive the request. Refunds will be issued to your original payment method between 5-14 business days once the returned item is received and accepted.

How can I track the progress of my return?

You can check the status of your return under orders in your account on our website. We will also send you an email update with the status of your return.

Can I exchange an item?

We currently do not offer exchanges. To get a different item, please initiate a return for your original purchase and place a new order.

Product Information

How do I find the right size?

Most products have a brand-specific size guide to help you find the perfect fit. 

If you need additional assistance, feel free to reach out to our customer service team at hello@outborngeneration.com.

What materials are used in your products?

Our brands focus on using natural, sustainable, and ethically sourced materials. You can find specific details about the materials used on each product page. 

How can I care for my items?

Care instructions are provided on each product page and on the garment’s label. Following these guidelines will help extend the life of your items.

Discounts & Promotions

Are there any discounts available for first-time users?

Enjoy a 10% discount on your first purchase when you sign-up using your email for our updates. To take advantage of the discount, simply enter the code that you receive after signing up at checkout.

This offer is valid for full-price items only and excludes select brands. Please also note that this promotion cannot be combined with any other offers, and is limited to one use per person.

Do you offer any additional discounts?

We occasionally run promotions and provide discounts. To stay updated on our latest offers, be sure to sign up for our newsletter!

How do I use a promo code?

To use a promo code, simply enter it in the designated field at checkout, and the discount will be applied to your order if it is eligible.

Are there specific brands or types of items that are not eligible for discount codes?

Yes, unless otherwise specified, select brands are excluded from all promotional codes and offers. If an item is ineligible for the discount, it will not be applied at checkout. Additionally, discounts cannot be combined with any other ongoing promotions, sales, or offers.

Customer Service

How do I contact customer service?

You can reach our customer service team by emailing hello@outborngeneration.com.

What are your customer service hours?

Our customer service team is available from 9 AM to 5 PM local UAE time. Rest assured, your email inquiry will be addressed within 48 hours.

How can I share my feedback about my experience?

We would love to hear your thoughts and create an even more seamless experience.

You can share your feedback with us via email at hello@outborngeneration.com.

Account & Newsletter

Do I need an account to place an order?

No, you can check out as a guest. However, creating an account allows you to track your orders and view your order history for a more personalized shopping experience.

How do I create an account?

To create an account, click the 'Sign Up' icon at the top of the page, fill in your details, and follow the prompts to complete the registration process.

How can I unsubscribe from the newsletter?

You can unsubscribe by clicking the 'Unsubscribe' link at the bottom of any of our emails or by adjusting your notification settings in your account.