Can’t find the answer you are looking for below? Feel free to contact us.
Our customer support is open during European office hours, 9:30 am – 6 pm CET.
We strive to answer all questions within 12 business hours.

General

d
Do I need an account to place an order?

In the check-out menu you can choose weather you’d like to make an account or not. Having an account makes it easier to follow-up on any completed orders as well as making any future orders.

d
I forgot my password. What should I do?

In the event that you’ve forgotten your password you can request to reset your password via support@offsetbrand.com

d
Do I pay for tax and duties outside of the EU?

Yes, the exact amount depends on the country and ordered goods. For more information you can contact your local customs office. Please note that we do not determine the taxes and import charges.

d
Are VAT/tax and duties included in the given price?

When ordering within EU, all additional charges such as VAT/tax and duties are included in the given price. 

When ordering outside EU, all prices exclude VAT/tax and duties. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders, or mark them as a gift.

 

*For orders to the US VAT/Tax and duties are included in the given price for orders under $800. For orders above $800 VAT/tax and duties will be applied.

d
Will you refund the taxes and duties I was charged on my order upon delivery?

Unfortunately we cannot refund you these charges. Please contact your local customs office to request for a refund.

*For orders outside EU only. Orders within EU are always duty free.

Orders

d
I’ve placed an order. What happens next?

Once your order has been placed, you will receive an e-mail with a confirmation. If you didn’t receive an e-mail within 1 working day, check you spam inbox or contact our customer service at support@offsetbrand.com. Once the order has been shipped, you will receive a tracking link to follow your order online.

d
Where's my order / can I track the delivery process?

If you have not yet received a tracking email, it’s most likely that your order has not yet been shipped. If you believe that you should have received a tracking you can check your spam filter to see if the email has accidentally ended up there. If you still can’t find it, please contact our customer experience team through support@offsetbrand.com and they will assist you further.

d
What payment methods are accepted?

We accept payments by Creditcard (Mastercard, Visa), PayPal, Sofort, iDEAL, and Bank transfer.

d
How do I change / cancel my order?

We always do our very best to make sure that your order is shipped as fast as possible, which means your order normally dispatches the same day as the order is made. If you need to change or cancel your order, please contact our customer experience team through support@offsetbrand.com and they will assist you further.

Please note that we cannot change or add products to an already existing order. If you wish to do so please contact us and we will try to cancel the order so you can repurchase the items you wish to receive. 

d
I didn't receive my order confirmation, what went wrong?

If no money has been deducted from your account - your order was not fully completed and you need to place your order once again.

 

If the money has been deducted from your account and you’re still not getting a confirmation email there can be several reasons for why the email has not reached you:

Always make sure that the email address is correct as an incorrect email address is the most common reason for not receiving an order confirmation.

 

Another reason may also be that your email provider has applied a SPAM filter on your inbox that blocks certain emails. If you are still unable to find the email, please contact our customer experience team through support@offsetbrand.com and they will assist you further.

d
My tracking link doesn't work, what's wrong?

If you have just received your tracking it’s most likely that your order has not yet been scanned by our carrier. Please wait at least 12 hours. If it’s still not working, please contact our customer experience team through support@offsetbrand.com and they will assist you further.

Returns

d
What is your return policy?

-       Products must be returned within 14 days after the order has been received.

-       Products must be returned in their original condition.

-       All returns must include the original packaging.

 

More info can be found on our Return Policy page

d
How do I return my order?

Follow these steps to return your order:

 

Email us at support@offsetbrand.com with your order number and the reason for return. We will send you a link to start our return process. When requesting a return or exchange, make sure to mind the following information:

 

You can return your order within 14 calendar days after receiving your parcel. All goods are inspected upon return and should be clean and unworn, ready to be sold again. For your own convenience, and ours, please return the shoes in the shipping box you’ve received them in or use another sturdy box to make sure we receive the goods in optimal condition. 

 

We aim to process any returns or exchanges within 14 calendar days and will contact you once the process is completed. Be aware that it might take up to 10 calendar days for the funds to be credited into your bank account, depending on your bank or card issuer.

 

Any returns that do not comply with the aforementioned may be denied at discretion of OFFSET.

d
Can I return my products for an exchange?

If you would like a different style, size or color - simply return your unwanted item and place a new order online. We will issue a full refund for your original order (including shipping fees) upon receiving your return at our warehouse.

Shipping

d
How long does it take for an order to be shipped?

We always aim to process and dispatch all orders within 24 business hours. When your order leaves our warehouse we will send you an email together with your tracking number and estimated delivery date.

d
Where will you ship the shoes from?

We are based in the Netherlands and also sent out the shoes from here.

d
How will you send the shoes?

We use standard shipping and ship out the shoes double boxed. Insurance is included as well.

d
Which countries do you ship to?

We ship to the countries listed below. If you live somewhere that’s not in the list, we’re very sorry - hopefully we will be able to ship to your country shortly!

 

Argentina, Australia, Austria, Bahamas, Barbados, Belgium, Belize, Brazil, Canada, Chile, China, Croatia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Guyana, Hong Kong, Hungary, Iceland, Indonesia, Ireland, Italy, Japan, Luxembourg, Malaysia, Morocco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Kingdom, United States, Vietnam

d
How long does shipping take to my country?

Shipping transfer times vary per country. Below you will find estimate transfer times:

 

Benelux: 1-3 working days

Europe: 3-7 working days

Rest of the world 7-14 working days

 

Factors that can cause delays include slow international custom clearance, busy holiday seasons and extreme weather conditions.

 

If you haven’t received your parcel after 2 weeks, please contact our customer experience team through support@offsetbrand.com and they will assist you further.

d
Do you offer Express Shipping?

It depends on the shipping country as it can be quite costly. If you need express delivery please contact our customer experience team through support@offsetbrand.com and they will assist you further. Express shipping might be available at extra costs.

d
Incorrect address and undelivered parcels

In case you ordered a parcel to the wrong address, the package will be returned to us. Once received and refunded, you can re-order the item(s). Please note that the shipping fee to redirect is not refundable.

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