FREQUENTLY ASKED QUESTIONS

ORDER ISSUES

My item has arrived damaged or faulty


We’re so sorry to hear this has happened. Please send over your order number and an image of the damaged item, showing the From the Offset tag still attached, to info@fromtheoffset.com and we will have this sorted for you straight away!




My item broke after I wore it


We’re sorry to hear your item has become damaged after it had been worn. Please attach an image of the damaged item in an email to info@fromtheoffset.com and we will be in touch with a solution!




My order is missing an item


Please email us your order number and an image of the paper invoice included in your package to info@fromtheoffset.com and our team will be able to investigate what has happened and have this sorted for you in no time!




Can I cancel or change my order after it has been placed


We appreciate that our customers want their items as quick as possible. As soon as your order is placed we work hard to get it to you quickly. Unfortunately, this means that we’re not always able to change orders. However, please contact us on info@fromtheoffset.com asap with your order number and let us know what it is you want changing and we’ll try our best to sort this!




My order has been cancelled


If you have received a cancellation email from us, this means that the item is either out of stock or payment has not been accepted. You’ll receive a cancellation email from us and your refund will be processed immediately. The time it takes for your refund to reach you will be dictated by your bank and isn’t something we can speed up sorry.





PRODUCT/SIZE

What size should I order


We want our items to fit you perfectly, so we have provided a size guide to make it easier to see what is best for you. All items are made to UK sizes. The majority of our fabric is stretchy, meaning it can fit inbetween sizes. If you require further help with sizing, our customer service representatives can recommend you a dress size if you send over the item name, your bust, waist and hip measurements via one of our contact platforms.




When will you restock items


If items are popular and sell out, then we will do our best to have these restocked as soon as possible. Please don't be disheartened as we can usually restock items in around 3 weeks. If an item is to be restocked you will have the opportunity to pre-order it, ensuring you wont miss out next time its available online. As we cant provide exact dates of when items will be restocked, please feel free to let us know the item and your size and we will let you know once its available. Sometimes as a taster, you may see unreleased items on our instagram. These items will usually be available online within 2 weeks so keep an eye out!





DELIVERY ISSUES

Where is my order


Once you have completed your order, we will send you a confirmation email. After this we will be working hard to get your item to you as quick as possible. Once dispatched you will also receive an email notifying you of this with a tracking number. Your tracking will continue to update as your parcel makes its way to you so please keep an eye on it.




Can I order to a PO Box or Hotel


Unfortunately, we do not deliver to PO Boxes or hotel addresses. We will contact you to ask for a different address.




Can I change my delivery address after placing my order


As we work hard to get your item out to you as quick as possible, this sometimes means that we’re not always able to change any order details once the order has been confirmed. Please always double check before you click confirm! If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/cancelled to one of our social media channels or info@fromtheoffset.com and we’ll try our best to sort this!




How do I track my item


Once your order has been dispatched, you’ll receive an email with the tracking number. You will be able to track your item on the Royal Mail website. Please note it may take some hours to get the information you need after the purchase depending on the shipping option you selected.




Why was my order late


We work hard to ensure that orders are dispatched quickly so it’s disappointing to hear your order arrived late. We do explain that all the delivery time frames are estimates, except from UK Next Day Delivery, so we cannot guarantee that your order will arrive within the delivery date stated at checkout. If a delivery has been attempted, you can contact the Royal Mail and re-arrange delivery or pick up. If your order was placed with UK Next Day Delivery and hasn’t been received on time, please send an email to info@fromtheoffset.com and we’ll investigate this delay and get back you.




Where is my order coming from


All orders are dispatched from Manchester in the United Kingdom




Could my order be left in a safe place


Orders that are dispatched with standard delivery can be left in a safe place or with a neighbour without the customers consent.





RETURNS INFO

Are returns free


Unfortunately, we are unable to offer free returns at present. You can return items via your local post office using the returns address label included in your parcel. Please note this service is not paid for and this cost will be your responsibility. We strongly recommend sending back your items tracked as we cannot be held liable for any items that fail to reach us. For international returns outside of the UK, we do not provide free returns labels and cannot be held responsible for any return postage costs or items that do not reach us.




What is the returns policy


Returned items must be sent within 14-days of delivery. All original labels, tags and security ribbon need to be attached and not have been tampered with, if your return is to be accepted. Please note that returns will not be accpeted if the item has been worn, used or has been damaged. Please take extra care when trying on, handling and repackaging items. Any items that are returned must be received back in their original condition. Items and labels should therefore be undamaged and free of any marks (e.g. make-up, faketan, pet hairs, deodrant, perfume). Please fill-in and include the returns form (found below your invoice) along with your returned item to enable us to identify you and process your return as quickly as possible. *** Please return your items via a recorded service as we unfortunately can't be held responsible for any items that do not reach us. *** We aim to process returns within 5 working days of delivery to us, at which time we will notify you that we have received your return via email and will issue a full refund.




I've lost my invoice


Don’t worry about misplacing your invoice! Simply include a note inside your package with your order number, full name and reason for returning your item and we’ll still be able to process this for you as normal! Please email info@fromtheoffset.com or message us on one of our social media platforms to get our returns address. Please ensure that the item is still returned within 14 days of delivery. We are unable to accept returns after 14 days.




My refund was wrong


We’re sorry to hear this and want to get this resolved for you. Please send over an image of your returns postage receipt to info@fromtheoffset.com along with the names of the items you returned and we’ll have this sorted for you in no time!




How long does it take for my refund to be issued


Refunds are processed within 5 working days of us receiving the item(s) back. Weekends aren’t included in working days. The five day countdown begins once we have received the order, not when the return was posted back to us. Please bear this in mind especially if you’re returning internationally!




Can I get a refund to a different card


Unfortunately, we can only ever issue refunds back to the original method of payment supplied at checkout. If you have misplaced or cancelled your card, this wont affect your refund as your bank will be able to transfer your payment over to your new account.




Has my return been received


We don’t contact our customers as soon as we have received your return, only when we have processed a refund. If you want to see if we have received it, please check your returns tracking number (found on your postal receipt).





PAYMENTS

I have been charged incorrectly


Our system can only take the amount at checkout which was confirmed by yourself. Please ensure you have checked out in the correct currency. If your invoice/confirmation emails show an alternative amount to the total you confirmed at checkout, this is likely to be a misprint and your bank statement will confirm the correct amount has been withdrawn. Please feel free to contact us if there are any issues.




Do you have discounts


We often run competitions and discounts through our email subscription and social media pages so make sure you sign up and keep an eye out! Sign up to our email subscription below to be updated of our offers and secret sales!




When are you having a sale


Please join our email subscription below, to be one of the first to know when we have a sale!




Do you offer student discount


Unfortunately, at present we do not offer student discount.




The price has changed since I ordered


Our prices can occasionally change due to factors such as stock levels, customer demand and fashion trends. Due to this, we are regrettably unable to amend an item price once the order has been completed.





useful info

customer info

BE THE FIRST TO KNOW ABOUT OUR COMPETITIONS AND SECRET SALES...

SIGN UP TO OUR NEWSLETTER HERE

  • Facebook
  • Twitter
  • Instagram

delivery info

uk tracked - £2.99

next working day - £6.99

europe - £9.99

rest of world - £9.99

2019 © From the Offset. All rights reserved