Return & exchange policy
Return & Exchange Policy – Offcustom
Returns & Exchanges
Returns are accepted only in rare cases of non-conforming or defective items, and must be requested within 7 days of receiving the order.
Items must be shipped at the customer’s expense to an address provided upon approval of the return request.
If the product is confirmed to be defective or non-conforming, all related costs will be covered by Offcustom.
Any damage not caused by a manufacturing defect does not qualify for return or exchange and may result in a partial or no refund.
If Offcustom determines that the item shows no visible defect, the customer will not be entitled to a return.
Order Modifications
Any changes to your order (such as address updates or cancellations) must be requested on the same day the order is placed.
We cannot guarantee modifications after that time.
Product Information
Some products, being samples or resold items, may have minor cosmetic imperfections that do not compromise the item’s quality or usability.
Multiple Item Orders
For orders containing multiple items, one or more return addresses may be provided, depending on the origin of the products.
Refunds
Offcustom will issue a full refund only in cases where there is clear evidence that the received product is defective or non-conforming, and only in the form of store credit.
Customers will be required to email detailed photos of the product clearly showing the defect.
Subjective reasons such as:
-
“I don’t like it”
-
“It’s not to my taste”
-
“The color is slightly different from the photo”
do not constitute valid reasons for a refund request.
Return Conditions
To be eligible for a return, items must be in perfect condition, meaning:
-
In original packaging or case
-
With original tags attached
-
Unused and unworn
-
Free of any odors or fragrances
The packaging must also be intact.
Items must be carefully packed, ideally using the original packaging or a similar one suitable for shipping.
If any of these conditions are not met, Offcustom reserves the right to reject the return or exchange.
Shipping & Costs
-
Shipping costs are non-refundable.
-
Return shipping and shipping of a replacement item are at the customer’s expense.
-
The customer must pay €50 to Offcustom via bank transfer or another agreed method (payment instructions will be sent via email).
-
Once payment is received, Offcustom will proceed with pickup and shipment of the replacement product according to standard processing times.
To avoid sizing issues, Offcustom offers 24/7 support for size guidance via Instagram, WhatsApp, or Email.
⚠️ Size exchanges and reshipping may take approximately 30 days from the date the payment is received.
⚠️ Model changes are not allowed.
Offcustom reserves the right to evaluate each request on a case-by-case basis.
How to Return an Item
-
Contact Offcustom’s customer service at:
📧 offcustom.customers@gmail.com
within 7 days of receiving your order. -
Format your email as follows:
-
Subject: “Return/Exchange Request”
-
Body: Full Name, Order Number
-
Reason for return or exchange
-
Attach recent and clear images of the product highlighting any defects
-
⚠️ If the returned item arrives in a condition different from the images provided, the right to return will be voided.
-
Our customer service team will contact you as soon as possible to assist you.
-
You will be provided with a return address.
-
Carefully package the item, preferably using the original packaging or a secure alternative to prevent damage during transit.
-
Once the returned package is received, our team will reach out to find the best possible solution.
🕐 Return processing time is approximately 20–30 days, depending on warehouse logistics.
Package Returned to Sender?
Don’t worry — this can happen for several reasons.
For example, the package might have been damaged during shipping or rejected by customs, causing it to be automatically returned to the sender.
Once the package is received by our agent, it will be immediately resent to you.
🕐 This process typically takes 10–15 days.
We apologize for the inconvenience and appreciate your patience.
