Are these souvenirs really from the country they picture ?

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Mainly, we source our souvenirs from distributors in the corresponding countries. They are 100% original. 

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Our printed acrylic fridge magnets use pictures taken in the corresponding country. 

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How do I return something​

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• You have 28 days from the item being delivered to you or available for collection to return it for a refund*.

• Returning your order within 29 to 45 days? A gift voucher will be issued instead - click here to find out more.

• It can take up to 10 days for your order to reach the warehouse and be processed.

• Refunds can take up to 10 working days to show on your account.

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Create a Return

 

1. Go to the My Orders section of your account and click Create Return next to the order you’re looking to send back to us.

2. Select the items you’re returning and the reason you’re returning them to us.

3. Search by postcode, street or address to find your nearest drop off point.

You’ll still have the option to choose which carrier you’d like to return your order with, but we’ll let you know which one is closest to the address you’ve given us.

Decide which carrier you're returning with and Place Return. Please remember that all the items you've selected need to be posted back in one parcel.

4. Your unique QR code will be emailed to you. We’ll also save your QR code to your account under My Returns, just in case the email gets deleted.

Take your parcel and QR code to your chosen drop off point and they’ll take care of the rest!

For more information on returning your order with Hermes Collection, click here.

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Don't forget...

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*All returns are subject to our original condition and fair use policies set out in our Returns Policy.

Items from multiple orders will need to be returned in separate parcels and you'll need to create a returns label for each. If your orders have been combined, you'll still need to return each order separately. You don't have to use your Souvenir Outlet packaging - as long as the items are packed securely and the correct label is attached, we'll be able to process each of your returns as soon as they reach the warehouse.

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All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you.

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What should I do if my order hasn't been delivered yet ?

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1. Check the estimated delivery date

You’ll find this date in your Order Confirmation email and in 'My Orders’ in My Account.

Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, check your tracking.

 

2. Track your order

All you need to do is log into My Account and select the order you want to track.

Click the ‘Track Order’ button to follow your parcel.

 

3. I'm still waiting for my order

Waited until your estimated delivery date? Please allow an extra few days for your order to be delivered (especially during busy times) - our carriers are always doing their best to get your order to you. Make sure you keep an eye on your tracking link for the latest updates.

If your order doesn’t arrive, please let us know within 30 days of the date which your order should have been delivered and we’ll do our best to help you.

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Can I cancel my order after I've placed it ?

If you've placed an order using Clearpay, you won't be given the option to cancel it. 

For all of our other payment options, there are varying time limits in which you can cancel your order:

• Next Day Delivery, Evening Next Day Delivery and ASOS Instant  - 15 minutes after completing your order.

• Precise Delivery - 2 days before your chosen day.

• Standard Delivery & all other delivery options - 60 minutes after completing your order.

 

Cancel an order

 

1. Log into My Account by selecting the person icon in the top right hand corner of any page.

2. Go to My orders and select the order you're looking to cancel.

If the button next to an order says Cancel/View, you still have time to cancel by clicking the button. Your order status will change to Cancelled.

If the Cancel button is not available, it's too late for you or our Customer Care team to cancel your order. Click here for more information on how to return.

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How do I place an order?

Placing an order couldn't be easier, simply follow these steps.

1. Click Add to bag to place the item you want to buy in your bag.  

2. Once you have finished shopping, click on the bag icon to view the items in your bag and to pay. This will appear on the bottom of the screen on the app and the top right hand side of the screen for desktop. If you're happy with the items in your bag, click Checkout.

3. Enter your email address and password or if you're a new customer, register now. You will then be taken to the Confirm and Pay page.

4. Review and confirm the items in your order.

5. If you have a promo code or voucher to spend, you'll need to enter this under the Promo/Student Code or Vouchers tab.

6. Confirm your delivery address and delivery method.

7. Confirm your payment method and Place Order. To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.

An email confirmation will be sent to your registered email address to let you know your order details. It's worth checking Souvenir Outlet is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

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How can I pay for my order?

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

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We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.  

To add your card details, just login to your account and click on Payment methods. From here, you can add your payment details and save them to your account. When you come to pay for your order, you can select one of your saved payment methods to pay for your order.

If you don't want to save your payment details to your account, then you can also enter them when you get to checkout. If there is no payment details saved to your account, then you'll be asked to enter them when you clickPlace Order.

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How can I purchase an Souvenir Outlet Gift Card?

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Good to know

Gift cards are available in varying amounts from 20-500 Euro. Once you've selected, you'll just need to get it activated at the till.  Please allow at least 60 minutes after activation before redeeming your Souvenir Outlet Gift Card.

Your Gift Card will be active for 12 months from the date of purchase.

 

Gift Vouchers

Want a voucher you can send straight to the recipient? The good news is that buying an Souvenir Outlet gift voucher is easy - just decide you want to send it to, how much you want to spend and when you want the lucky person to get it! It's then delivered by email on the day you selected...

Click here to buy a gift voucher.

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I'm having trouble signing into my account

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You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognised, there's a few things worth checking:

• Make sure you are using the same email address and password you registered with.

• If you can't remember your password click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

• If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes. 

If your issue isn't password related, here are a few things you may want to check;

• Make sure that the 'Block all cookies' function is disabled on your browser's settings

• Check that Javascript is enabled on your browser's settings.

• Make sure that you don't have any content blockers installed.

• Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won't be able to access your account. You can resolve this problem easily by setting the time on your device to default. 

 

If after this you still can't sign in, contact our Customer Care Team giving as much detail as you can about the issue, including screen shots of any error message you get and what you've done so far to try to resolve it. 

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Aktuell kann es bei Abfragen von Sendungsnummern zu längeren Ladezeiten kommen. Der angezeigte Status wird teilweise erst verspätet aktualisiert. Wir bitten um Ihr Verständnis und sind bemüht, die gewohnte Servicequalität so schnell wie möglich wiederherzustellen.

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I'm having trouble entering an address on my account

You can add, remove and update your address details by logging into My Account and clicking on Address Book.

Once selected, take the following steps:

Add address

• Click add new address and fill out the fields. If the address finder doesn't locate your address, you can click enter address manually.

• If your address is too long to fit on to one line, you can use the second line to fill in your full address details.

• When entering your post code or zip code, our system will automatically insert a space in the middle of it once you've clicked Save. Don't worry though, this happens with all addresses and it won't affect your delivery or your payment.

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Remove address - If there are any addresses you no longer use, we recommend removing these from your address book. You can do this by clicking on the bin icon next to the address you'd like to delete.

Update address - Select the edit icon in the top right hand corner of the address you're looking to update. Once selected, you'll be able to update your delivery information, contact number and set an address as your default.

 

Dont forget...

Whenever you update or add an address, always remember to click Save address so that the new details are ready for you next time you shop.

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Remove address - If there are any addresses you no longer use, we recommend removing these from your address book. You can do this by clicking on the bin icon next to the address you'd like to delete.

Update address - Select the edit icon in the top right hand corner of the address you're looking to update. Once selected, you'll be able to update your delivery information, contact number and set an address as your default.

 

Dont forget...

Whenever you update or add an address, always remember to click Save address so that the new details are ready for you next time you shop.

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I've forgotten my password, how do I reset it ?

If you've forgotten your password, it's really simple to get back into your account.

1. Head over to our sign in page by clicking here or it can be found in the right hand corner of the screen. 

2. Click the Forgot password? link and enter your email address.

3. We'll then email you a link directly to your registered email address to reset your password.

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What happens if I'm not in when my order arrives ?

Someone needs to be in when your parcel is due to be delivered as we may need a signature. If this isn't possible, our delivery partner will usually try to deliver more than once.

Alternatively they'll leave a calling card confirming that they've either left it with a neighbour, left it in a safe place, when they will try to re-deliver or give you details on how to collect it.

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