FAQ - Frequently Asked Questions

About us • Our commitments • Legal notice • General use and sales conditions • Protection of your personal data Functioning • Before the sale • Your shopping • Secured purchases • Order confirmation and tracking • Your right to return an order The principle of the Club • The concept • The advantage of sponsoring • How do I sponsor?

My account • My profile • My delivery addresses • My orders • My friends and gift vouchers Delivery • Delivery zone • Delivery time • Delivery fees • Accepting your order • Returning a product Technical issues • During the payment • During the sale • Error messages

About us

Our commitments

   Outlet Bulgaria is committed to making the online shopping experience as pleasant and secure as possible for its members.

1. Famous brand names and high quality products.
   All the products that we have on offer are authentic and come directly from the most famous brand names with which Outlet Bulgaria has been working for many years.
   Before being put up for sale, all products are minutely selected to give you the best quality possible. All these first choice items are in mint condition and carefully checked for defaults by our quality controllers before they are stored.
2. Tremendous prices, up to 70% off compared to shop prices.
   Prestigious brand names and fashion products that you like and have discovered in shops are on Outlet Bulgaria at tremendous prices, for your eyes only!
3. On-time delivery.
   No disappointments or unwelcome surprises. The delivery time of each product is clearly indicated to you on the website before you pay for your order.
4. Secured online payment by credit card.
   Our banking and payment partners Unicredit Bulbank, provide a very high level of security and banking transaction guarantees, which allow our members to safely shop online.
   All payments are encrypted and confidential thanks to the SSL coding.
   Financial transactions are carried out through the banking interface of our partner. No information concerning the payments is stored.
5. Not satisfied? Get your money back.
   Too small? Too large? Changed your mind? Whatever the reason, if Outlet Bulgaria's members are not fully satisfied with their purchase, they can return their order (within 7 days of receiving it) and get their money back.
6. Personal data protection.
   Outlet Bulgaria promises to respect your privacy. The personal data provided when you join is confidential and will never be revealed to third-parties without your consent. This data allows us to deliver your order, provide you with a better service and respond to all of your demands.

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Legal Notice

The Company:

   Trilium ltd

   Privately held company with a capital of 2.500,00 €
   Registered in Bulgaria - Sofia
   Intracommunity VAT: BG BG 131461587
   Head Office: ul. Han Krum 38 A, ap. 1, 1000 Sofia Bulgaria

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General use and sales conditions

   General Terms of Use are available here.
   General Terms of Sales are available here.

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Protection of your personal data

   Outlet Bulgaria promises to respect your privacy.

   The personal data provided during your registration or when you are placing an order is confidential and will never be revealed to third-parties without your consent. This data allows us to deliver your orders, give you better service and respond to all of your demands.
   We do our best to protect your personal data during the information transfer that we operate using SSL software (Secure Sockets Layer Software) which encrypts data before sending it to us.
   You have the right to read and modify your data at any time you wish. You can do this by sending us an e-mail in the section ‘Contact us’.
   You can modify you personal data in the section “My account > My profile".

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My account

My profile

   This is your own page, where you can read and modify your personal data!

   In here you can change:
• your name and surname.
• the e-mail address used as username, to which all events invitations and messages about your orders are sent.
• your date of birth.
• your phone numbers (fixed-line and mobile). These are necessary if we need to contact you about your orders.
• your billing address.
• your occupation and your main interests.
• your screen name and picture for the future Outlet Bulgaria blog.

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My delivery addresses

   You're free to manage your delivery addresses...

   Your delivery addresses list is in the section "My account > My delivery addresses".
   Outlet Bulgaria allows you to have several delivery addresses: home, work, holiday location or even whoever you want to make a gift to.
   You can modify all of your addresses: you can correct and delete them or create new ones.
   When you place an order you have to choose between one of these existing addresses or creating a new one.

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My orders

   Outlet Bulgaria gives its members the opportunity to track their orders.

   In "My account > My orders", you can track the delivery and access a summary of your orders.
   Thanks to this, you can read all the information possibly available about each and every purchase that you have ever made on our website.
   The live tracking enables you to views details of the items in your order and their status:
• recorded
• in process
• sent
• return request
• refund in progress
• refund has been processed
   Once the order is sent, you will receive an e-mail informing you that your package has left our warehouse.
   This e-mail includes a link to the tracking section on the carrier's website.
   This link automatically appears next to each order in your list.
   The invoice of each order is available and printable at any time in this section.

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My friends and gift vouchers

   Here is the list of all the people you have sponsered to register on Outlet Bulgaria.

   Get a live update to find out if and when the people you've sponsored:
• have received your e-mail invitation.
• are now registered as members.
• have made you win a gift vouchers.
   You can send another email invitation to the friends you have sponsored and who have not yet joined the club. You only have to click on "Resend", next to the person you want to send another e-mail invitation to.
   This category allows you to see the details of all the gift certificates you have won thanks to the first purchases of each of your friends.
   There is no time limit on these gift certificates and you can combine them. Furthermore, you can use them for partial or total payment of your Outlet Bulgaria orders.

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Delivery

Delivery zone

   We deliver only:
• Bulgaria.

   Outlet Bulgaria is available in the following languages:
• French
• English
• German
• Spanish
• Italian.

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Delivery time

   The delivery time of your order depends on the delivery date of your items in our warehouses:
• Items delivery in our warehouse: we first have to take delivery of the product quantities we have bought from our suppliers.
• Parcel-packing: this step takes 3 to 15 calendar days, between the end of the sale and the day the parcels are dispatched.

   When you place an order, we give you the estimated delivery dates and, at any time you want, you can use the live tracking system in "My account > My orders".

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Delivery fees

   On outletbulgaria.com, delivery fees are always shown before the order. They depending mostly on the following criteria:
• weight and size of the package,
• the brittleness of the ordered items.

   In all circumstances, the delivery charges of your order will always be indicated on the website before the payment of your order.

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Accepting your order

   Absent recipient, damaged package...

   Packages are delivered by @@@@@@@@, one of the European leaders in international transportation.

   If you are not present the day of the delivery of your parcel:
• it will be dropped off in your mailbox
• if your mailbox is too small, the parcel will be delivered on the next day
• if you're absent on the day of the delivery, the carrier will leave a non-delivery notice so that you can pick it up at your local Post Office. You will have about 10 days to pick it up.

   If your package is damaged:
• Please, do not accept a damaged parcel (open or torn parcel...); these must absolutely be refused.
• Parcels that leave our warehouse are flawless and have intact wrapping. They must be delivered in this condition.
• If you have accepted a damaged parcel, we will consider that the parcel was in good condition when you received it.

   Warning: if you do not report a problem you may have experienced with one of your orders, we will not be able to proceed to any sort of compensation or refund.

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Returning a product

   Limited products quantities are established before each sale in agreement with our supplier-partners.

   This is why it's sometimes impossible for us to exchange items. If we cannot exchange your product, we will refund it.

   If your order does not satisfy you (one or several items):
   Legally, you have 7 workdays as of the date on which you receive the parcel to inform us about your wish of returning the product. For this, you can click on the 'My account > My orders' section, and then on the 'Return request' link which corresponds to your order. This will send an e-mail informing us that you wish to return one or several products of the order.
   Wait for this e-mail's answer, which will include a return authorization number, the return voucher in an attached file as well as the written procedure to return the item(s).

   If the reason of the return is due to mistake on our side (product, size):
   We promise to refund the price of the returned products as well as the return shipping fees.
   Send back the product using regular Post once you have received the authorization e-mail (you can insure the content of your package if you think it is necessary):
• with the authorization return number.
• with the invoice: to see and/or print it, you can go to the « My account > My orders » section: a « Print the invoice » link is available next to the concerned order.
• in its original packaging.
• with the printed and duly filled out return voucher that was sent to you. You can also print the return voucher that is also available in the section « My account > My orders»: there's a « Return voucher » link at the top of the list of your orders.

   Upon receiving the return authorization number, you have 10 days to send your package back to us at the following address:

   TRILIUM EOOD
   Service Retours
   Return number: [enter here the return number]
   ul. Han Krum 38 A, ap. 1
   1000 Sofia Bulgaria

   If the return is proceeded after this period, Outlet Bulgaria reserves the right to refuse the parcel and send it back to the sender.
   After the receipt in our warehouses and the checking of the returned item(s), you will receive an e-mail that will inform you about the acceptance of the return and the refund.
   The refund will be done between 3 and 8 days after the receipt of this e-mail. If you have a deferred debit card, the refund will take place at the end of the current month. If the refund process is too long, please contact directly your bank.

   Pay attention: The sender is responsible for all charges and risks that concern the return of the products.

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Functioning

Before the sale

   A few days before the sale, you will receive a personal e-mail invitation with the dates and hours of the sale.

   This invitation email includes a link to our website so that you can watch the teaser of the products we have on offer.
   When the sale starts an e-mail is sent to you to remind you to log into our website. All that you have left to do is enter the sale and shop at tremendous prices!

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Your shopping

   To enter our current sale, log onto www.outletbulgaria.com

   Log in by entering the e-mail address and the password you have chosen to create your Outlet Bulgaria account.
   Once in the Showroom, click on the « Enter sale » button of the sale that you are interested in.
   Take a look at the products on offer and add them to your basket. Remember that quantities are limited, so don't let somebody else purchase the item you like, add it quickly to your basket.
   The items will remain in your basket for 15 minutes, after that the contents of your basket will be erased. This gives other Outlet Bulgaria members the opportunity to buy a product that you have added to your basket for a long period without the intention of buying it.
   To complete your purchase and order, confirm your basket's content. The "My Basket" tab is at the top, on the left of the menu.
   The shipping fees and dates of your order appear once you enter your delivery address and BEFORE the payment.

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Secured purchases

   Outlet Bulgaria has serious partnerships that guarantee the safety of your payment as well as an encrypted and secured connection.

1. Secured servers
   We use an efficient technology: a secured SSL server that makes our website more reliable. This software encrypts all personal order-related data that is required (name, address, bank account details). This is done in order to make them impossible to read during their transfer on Internet.
2. Payments security
   All payments made on Outlet Bulgaria are processed, estimated and checked by BulBank Unicredit Group, one of the European leaders in secured payments. This allows us to fight against bank card fraud. If Unicredit Group considers there is a risk and refuses to proceed with the transaction then we have the right not to accept your order.
3. Insurance against bank card fraud
   All transactions concerning orders that are processed on our website are insured against any embezzlement, fraudulent use of your payment card or bank account information loss.

   Bulgarian law also requires that fraudulent bank card use be protected by the banks themselves.
   Please bear in mind that you need to notify any fraudulent operation to your bank or the banking-house that issued your card.

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Order confirmation and tracking

   Once your order is placed, you will receive an e-mail with all the information about it:
• quantity, reference, description and price of the products you have purchased.
• packing and shipping fees.
• total amount and method of payment.
• estimated delivery date.
• delivery address.

    As soon as your package leaves our warehouse you will receive an e-mail enabling you to track your order. You only need to click on the link included in the e-mail.
   You can also track your package in our website: « My account > My orders ».
   Your parcel will be delivered in your mailbox at the indicated address. If your mailbox is too small, the parcel will be presented to the recipient (or to any other person) at the indicated address.
   If you are not present the day of the delivery, the carrier will leave a non-delivery notice. From this moment, you have about ten (10) days to pick up your parcel in your Post Office.
   The dispatch number indicated on the non-delivery notice and on the e-mail of departure from our warehouses allows you to track your package online on the website www.@@@@@@.com

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Your right to return an order

   According to Bulgarian law you have seven (7) days to return your order without giving us any reason about it or paying any penalties except the return shipping fees, if necessary. This 7-day period starts once delivery of the parcel is taken.

   If you are not satisfied with your order (one or several items):
   The legal period for returning an order is 7 days as of the moment the parcel is delivered. You must ask for a return voucher within this period. To inform us about your wish to return a product, go to the section 'My account > My orders', and click on the 'Return request' link that corresponds to your order. This will send us an e-mail informing us that you want to return one or several items of the order.
   You must then wait for the e-mail's answer which will include a return authorization number, the return voucher in an attached file, as well as the written procedure to return the item(s).

   If the reason of the return is due to our mistake (product, size):
   We promise to refund the price of the returned products as well as the return shipping fees.
   Whatever the reason, you have to wait for our answer before sending your parcel. You can then send your parcel back from any Post Office:
• with the authorization return number.
• with the invoice: to see and/or print it, go to the « My account > My orders » section: a « Print the invoice » link is available next to every order.
• in its original packaging.
• with the printed and duly filled out return voucher that was sent to you. You can also print the return voucher that is available in the « My account > My orders» section: there's a « Return voucher» link at the top of your order list.

   Upon receiving the return authorization number, you have 10 days to send back your parcel to us at the following address:

   TRILIUM EOOD
   Service Retours
   Return number: [enter here the return number]
   ul. Han Krum 38 A, ap. 1
   1000 Sofia Bulgaria

   If a parcel is returned after the legal period, Outlet Bulgaria has the right to refuse the package and send it back to its sender.
   Once our warehouse receives your parcel and checks the returned item(s), you will receive an e-mail informing you about the return's acceptance and refund.
   We will then proceed to refunding your bank account (effective under approx. 8 work days) except if you have a deferred debit card: in this case, the refund will take place at the end of the current month.
   If you are experiencing any difficulties, please directly contact your bank or our customer service.
   You must be aware that the sender is responsible for all fees and risks that concern the product's return.

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The principle of the Club

The concept

   Outlet Bulgaria is a private online shopping club which organises short sales of products from the greatest brands.

   A few of our online sale principles:
• Only our registered members can enter the site.
• Each sale only carries one brand
• The sales duration is limited (24 to 72 hours long).
• Available quantities are limited, so when you like a product, don't hesitate! Don't let someone else have it!

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The advantage of sponsoring

   When you sponsor a friend to join Outlet Bulgaria, you will win a 5€ gift certificate on his or her first purchase.

   There is no time limit on these gift certificates!
   You can use them for partial or total payment of your orders on Private Outlet.
   You can combine an unlimited number of gift certificates on a single order, but beware:
• The gift certificates can only be used on the value of your basket, not on the shipping fees.
• Private Outlet does not give change back on gift certificates: you can use them but you cannot split their value. For instance, if you decide to use 40€ in gift certificates for the payment of a 38€ order, the 2€ difference will be lost.

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How do I sponsor?

   How to sponsor your friends and win gift certificates...

   How to send an invitation and join the club?

   Go to www.outletbulgaira.com login and click on « Invite my friends ».

   There are two ways of inviting your friends:
1. The automatic invitation
   We have set up a system that allows you to invite all of your friends at once, without being obliged to re-enter their e-mail addresses one by one. So don't wait; your number of friends will be multiplied, and at the same time so will your chances of winning gift certificates!
   If you're using Hotmail/MSN Messenger, Yahoo, Gmail, AOL or Outlook to manage your contacts, you can directly import them onto the screen and then choose the people you want to invite. Here's what you have to do:
• Click on the logo of the service you use to manage your contacts.
• Enter your login and password for the selected service.
• Click on "My address book".
• Wait a few seconds for the list of your contacts to appear.
• Check/uncheck the box corresponding to the friends you wish to invite or not.
• If you want to, you can write a short message.
• Click on "Invite!".
   Once this is done all the contacts that you have invited will receive your e-mail invitation and become a outlet bulgaria member. And all of this thanks to you!
2. The "manual" invitation
• Enter your friends e-mail addresses in the appropriate fields.
• If you want to, you can write them a short message.
• Click on "Invite!".
   Each of your friends will receive your e-mail invitation to become a Outlet Bulgaria member.

   Warning! The sending of e-mail invitations does not automatically register your friends on the website. They must accept their registration first. This step is essential in becoming a Outlet Bulgaria member.

Invite your friends by talking about Outlet Bulgaria to everyone you know!

   Tell your friends to go on our website (www.outletbulgaria.com) and click on « Join ». By entering your e-mail address in the « Your sponsor's e-mail » field and by filling out the registration form, they will finally become Outlet Bulgaria members.

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Technical issues

During the payment

   If are having payment issues on our website, please go on the section « Contact us » and our customer service will contact you as soon as possible.

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During the sale

   If you are experiencing problems in placing an order on Outlet Bulgaria, there can be several reasons:
1. Browser issues
   Your browser (Internet Explorer, Mozilla Firefox, Safari…) may be having connection difficulties. These can happen when you make an exaggerated use of the buttons ‘Back’ and ‘Next’. To solve this issue, click on ‘log out’ at the top of the left window, and then log in again.
2. Cookies
   Our website requires the use of cookies. If they are deactivated, you must set the parameters of your browser to accept them.
3. Too many users connected simultaneously
   In order to give you a high quality service and make your shopping experience much more pleasant, we limit the number of simultaneous connections on our website. That is why you may sometimes face difficulties in entering our website. In this case, we advise you to log in later.

   In all circumstances, you can inform us of any technical issues at this address: "Contact us". Our customer service will answer your request as soon as possible.

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Error messages

   If you are experiencing difficulties in displaying some pages, you need to start a new session and carefully check your e-mail address and password in the corresponding fields.
   If you are experiencing difficulties logging in because of an exaggerated use of the “Back” and “Next” buttons, please click on “Log out” in the menu and then log in again.
   To send our invitations, we use the “html” format e-mail addresses that can not be read by some electronic mail software (for instance companies ones). By clicking on the link insered above each invitation you can have a better understanding of it.

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